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ERC & Alarm Protocol

Below we've outlined the standard responses to alarm signals. Please take the time to review these procedures because it is crucial that you understand how we respond in the event of an emergency.

Intrusion Alarms
The standard procedure is to verify all alarms by calling the premise. The station operator will allow the phone to ring 6-7 times. (Some answering machines do not pick up until the 6th ring)

If the phone is not answered, the authorities will be dispatched.

In these cases a good alternative to Police authority dispatch is Guard Response Service - after the operator attempts verification at the premise and the phone is not answered guards would be dispatched and the operator would continue calling the listed keyholders to attend. After the guard attends and it is determined that there is a problem Police attend without further delay because it is a verified intrusion.

If the phone is answered, the operator will ask the person to identify him or herself with a name and a passcode. The passcode will be checked against the list of valid passcodes on the account and specific to the person they are speaking with. If the passcode does not match or is incorrect, the authorities will be dispatched. The operator will continue to call the rest of the people on the call list to attend to the premise. The alarm is then held for further updates from the authorities and or keyholders attending.

NOTE: This is Accurate's standard procedure for Intrusion Alarms - if you have different requirements please detail on the contract and appropriate dispatch instructions will be entered. Please note that Ottawa Police requires Accurate to attempt verification prior to dispatch - to reduce false alarms.

NOTE: It is extremely important that customers understand Accurate's standard protocol & procedure - all passcode information should be included with the contact list at the time of install and we should be informed when you make any changes to your contacts.

FIRE Alarms
The standard procedure is to verify all FIRE alarms by calling the premise. The station operator will allow the phone to ring 6-7 times (Some answering machines do not pick up until the 6th ring).

If the phone is not answered, the authorities will be dispatched immediately.

If the phone is answered, the operator will ask if the Fire Department is required - the operator will also ask for a cause - if there is no reason for the alarm to have gone off the operator will ask the person on site to check the premise to ensure that everything is okay. If the person on site is not sure the Fire Department will be dispatched to ensure the customers safety - unless the customer specifically states not to dispatch. (Please note: a passcode is not required for Fire alarms).

Medical Alarms
The operator will call the premise to verify if this is a False Alarm.

If the phone is not answered, the operator will dispatch authorities immediately.

The Operator will continue to call all keyholders to advise so a responsible party can gain access to the premise. If contact is made with a keyholder the operator will contact the Ambulance service and advise ETA and who is attending. If contact is not made for a keyholder to attend and the Ambulance Attendants cannot determine if this is a false alarm they may request the Police to attend to gain entry to the premise.

Accurate does not authorize attending authorities to forcibly gain entry to the premise and will not be held responsible for any costs associated should this situation occur.

If the phone is answered, the operator will ask if an Ambulance is required - the operator will also ask for a cause - if there is no reason for the alarm to have gone off the operator will ask the person on site to check with everyone at the premise to ensure that no one else requires medical attention. (Please note: a passcode is not required for Medical alarms).

PANIC Alarms

Pushing a button on a Keypad, Pendant or Under Counter Button activates a panic alarm.

In case of panic alarm, the operator shall:

Call premise
If no answer or the operator is not able to verify person on site within 1 minute. The operator will Dispatch Police Department
NOTE: Accurate does not dispatch Guard Service to a Panic Alarm.
The operator will continue to notify a keyholder to attend with the Police Department
When a keyholder has been contacted the operator will advise the Police Department of the contact name & ETA.
The alarm is then held for 30 minutes for follow-up with keyholder and or authorities.

NOTE: If a cancel is received with a Panic, it is ignored unless Voice Contact is made with a person on site and a Valid Passcode has been given.

NOTE: if authorities have been dispatched they may not be cancelled - most Police Departments will attend on a PANIC once dispatched. If false alarm fines are incurred they will be the customers responsibility.

Power Loss - Low Battery Alarms
Residential Accounts the operator will call the premise and/or Keyholders between 08:00 - 22:00 Subscriber Time to inform them of the Power Loss to Security System.

Commercial Accounts the operator will call the premise and/or Keyholders 24 hours a day to advise of Low Battery.

If an AC LOSS AND A LOW BATTERY SIGNAL are received from a Site whether a Commercial or Residential. The Operator will immediately contact someone at the site or a Keyholder to advise.