Frequently Asked Questions
- What is the Caremate?
- How does the “Automatic Call Sequence” work?
- What is the Care Centre?
- Is my personal information secure?
- Do I have a Cooling Off Period?
- Who owns the equipment?
- What happens if I lose or damage the equipment?
- How do I change the Call Sequence in my Caremate?
- What is the cost of freight for: Repairs, Ordering more Caremate components, Changing any Care Dial numbers?
- How long does it take to receive my Caremate unit?
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What is the Caremate?
Caremate has been designed to be a complete communication system for the home. Caremate allows you to be mobile and feel secure within your home via a voice pendant that delivers two way push button communication up to 50 metres from the base phone. You can answer and make calls from the garden or the bathroom for convenient hands free communication with the outside world. In times of emergency, Caremate is a life saving tool that puts you touch with your carers and the 24hr / 365 days a year Caremate Care Centre. Caremate provides independence and peace of mind for you and your carers. |
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How does the “Automatic Call Sequence” work?
There can be up to three numbers programmed into your Caremate when you order the unit. The first two numbers are nominated by you and may be friends or relatives. The third number is the Care Centre which is available round the clock.
When you hold the Assistance Button on the Pendant, you should hear a dial tone, then the unit dialing the first programmed number, a number that you have nominated. If the person is unavailable, the Pendant will hang up and immediately dial your next nominated number.
If your contact at number 1 and 2 do not answer and acknowledge the call, then the Caremate will then call the Care Centre for immediate assistance. |
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What is the Caremate Care Centre?
The Caremate Care Centre is a call centre which is continuously manned 24 hours a day, 7 days a week and 365 days a year. The staff are professionally trained to work with people under stress or from culturally and diverse backgrounds and can assist you in times of urgent need.
When you purchase Caremate, we also request further details to provide you the best possible care in times of need. Caremate is programmed to ring your carers and then, should your carers not be available, the automatic dialing program in the pendant will ring the Care Centre automatically. The care Centre will know who you are and where you are even if you are unable to speak. This ensures that you get the best possible care and speedy assistance any time of the day, 365 days a year. |
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Is my personal information secure?
When you purchase a Caremate System, you are required to provide us with certain details, including any information to assist our Care Staff in providing appropriate assistance. These details are kept strictly confidential and are accessible only by our Care Staff. |
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Do I have a Cooling Off Period?
Yes... We offer a 14 day guarantee, that if this product does not improve your independent quality of life, we will provide you a full refund. |
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Who owns the equipment?
You own the equipment and you pay a monthly fee for the service of the Caremate Care Centre.
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What is the warranty?
We offer 12 months warranty on the Caremate system. If there is a problem, our support line can provide assistance to quickly rectify. We can repair and replace as per our terms and conditions. |
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How do I change the Call Sequence in my Caremate?
As the Caremate is designed to operate when you require assistance, you will need to contact us to make any changes to Care Dial programming.
Should you wish to change the call sequence or Care Dial #’s in the Caremate, you have 2 choices:
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We can have a technician visit you and make the adjustments
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You can ship the Phone and Base Unit to us and we can quickly reprogram and send it back to you.
Most people would find it more cost effective to ship the unit to us for reprogramming and a quick turn around. |
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What is the cost of freight for:
a) Repairs
You must contact us first to see if we can assist you over the phone. If that is not successful, we will provide you with a Return Number (an RN) for you to return the unit to us.
You can use our Reply Paid service if you are returning your unit to us. If there is a malfunction with the unit, and if is in warranty, we will repair and ship the unit back to you.
b) Ordering more Caremate components
If you are ordering extra components, such as extra pendants or phones, you may have to send the Base Unit and Phone back to us to reprogram these extras into your system. You can use our free Reply Paid service when returning your goods for a quick turn around.
For the re-programming fee, freight back to you is fully included - See the Plans and Rates section for pricing.
c) Changing any Care Dial numbers
Should you wish to change the Care Dial numbers or call sequence in the Caremate, you have 2 choices:
- We can have a technician visit you and make the adjustments
- You can ship the Phone and Base Unit to us and we can quickly make the programming adjustments ands ship back to you.
You can use our free Reply Paid service when returning your goods for a quick turn around.
The re-programming fee includes the freight back to you -
See the Plans and Rates section for pricing. |
