Frequently Asked Questions

The INS Group is one of Australia’s leading providers of medical monitoring, emergency response, and mobile alarms that ensure users remain safe and secure.

Our products are designed to offer a wide range of solutions to meet your needs, from easy to install domestic units to fully integrated telecare and telehealth systems for villages and housing organizations.

Below are some questions we are often asked.

General Service FAQs

All calls are answered by qualified nurses and other healthcare professionals. This is exclusive to INS. We exceed Australian Standards for medical monitoring … indeed we work under the higher standards required and expected of us as registered health care providers.

In an emergency, we’ll follow the village protocols (for village residents), and summon Emergency Services (police, fire brigade, or ambulance) depending on the situation. With your permission, we’ll call the nominated Emergency contacts provided on your Client Information Form, and/or the Village Manager, if you’re a village resident.

Upon installation by INS, our technician will carefully explain how the device works. If self-installed, INS will include supporting documentation in the Welcome Pack to assist you throughout the installation process. Every client receives a User Guide which outlines the functionality of the device. Should you require further assistance at any time, simply press the HELP button (either on your wrist or pendant transmitter, or on the device itself) and you’ll be connected to our nurses who can answer any questions you may have. Alternatively, you can call us on 1800 636 226 at any time.

We encourage you to test your system just to ensure that everything is working fine. We recommend this be done at least monthly. Testing involves simply pressing the HELP button (preferably on your wrist or pendant transmitter). When the nurse answers, just advise them that you are testing. If at any time you feel there may be a problem with your system, simply call 1800 636 226 and speak to our friendly nurses for assistance.

If you are in another room, the alarm should still work. On installation, our technicians perform a range test to ensure the system works from every room. If self-installed, INS recommends you test the system by following the instructions included in the Welcome Pack. This will help you to identify any potential limitations. If you have the LifeGuard SmartHome IP Dialler, you can also add the LifeGuard SmartHome Mate into any room to extend the range. The LifeGuard SmartHome Mate can be voice-activated and act as a talking call-point. We recommend regular testing as coverage can change over time.

All transmitters are manufactured to comply with Australian Standards AS 4607. This includes a range of up to 50 metres in open space (depending on the type of transmitter). The actual range of the pendant should be tested in the home to confirm coverage area. Please note that range is subject to a number of factors including the type of building materials used in your home and environmental factors. We can also supply options to extend the transmitter range to larger areas around homes.

INS does not perform any testing of the transmitter outside the home. As such, we cannot guarantee they will work outside and recommend they be used inside the home only. However, we do offer range extenders that can boost the coverage, and mobile alarm systems that can be used outside or when you’re away from home.

Yes! The standard pendant or wrist transmitter is water resistant.

No. The pendant has been tested in accordance with AS/NZS 61000.6.3 standard 2008 for EMC (Electromagnetic compatibility) and has been certified as compliant.

We recommend a security key holder be installed. Our TeleHealth Nurse will provide the code to emergency personnel if they are called. If you don’t have a security key holder, one of your nominated contacts should have a key to your home and live close enough to meet emergency services at your door in an emergency.

Our units have a battery back-up that will operate the unit in the event of a power outage. When the power is restored, the battery automatically recharges and is then ready for any additional power outages. INS recommends you keep the unit plugged in at all times to ensure the battery is always fully charged. That way, if there is a power outage, the battery will last for up to 38 hours.

Just press your HELP button – our call centre is staffed by qualified nurses and other healthcare professionals 24 hours a day, seven days a week.

You can press the cancel button on the device. If you have the SmartHome IP Dialler, the cancel button appears on the touch screen once you have activated an alarm, either from the base unit or the pendant.

Should you not cancel the alarm in time, it will send the alarm and a nurse at INS LifeGuard will respond. Simply advise the nurse that it was activated accidentally and that no assistance is required. This can then be treated as a test alarm, thus confirming that your device and pendant are working correctly.

Our units are quite easy to install, and full instructions are provided, so you can save money by installing it yourself. If you prefer, we can send a technician to install the unit.

INS recommends not moving your device, as diagnostic tests were performed during installation to ensure the best network connectivity in its present location. If you must move your device, we ask that afterwards you perform a test from your wrist or pendant transmitter to ensure the alarms are still received by our call centre. Please advise the nurse you have moved the unit and are testing it.

We can transfer your system to your new address. Just give us as much notice as possible so we can update your file with the new information. Then simply connect the system at the new address, and press the HELP button to test the unit. Our nurses will respond and confirm that everything is working properly.

Our Emergency Response Centres are located in New South Wales, Australia, and Auckland, New Zealand. They operate 24/7, including all public holidays – so we’re always available when you need assistance.

There is a one-off establishment fee to install your INS equipment and establish the monitoring service, but it can be reduced if you’re able to self-install (it’s easy and we provide instructions). An ongoing monitoring fee provides 24/7 access to the experienced TeleHealth Nurses in our Emergency Response Centre, as well as our chat line / medical info line. Various plans are available – you can pay quarterly, half-yearly or yearly. Please call 1800 636 226 for more information – our operators would be happy to discuss the fees with you.

There are no hidden costs, no long-term contracts, and you may discontinue the service at any time. And unlike other providers, once you are with INS, all calls made to INS LifeGuard from the alarm system are free!

DVA Beneficiaries or residents of South Australia may be eligible to receive their Personal Response System at no cost. Call us on 1800 636 226 to learn more.

Yes. Credit card payments can easily be set up when your service is started.

No. In fact, our newest alarm systems do not use any telephone line. They work via a SIM card over the mobile network.

SmartHome IP Dialler FAQs

YES! The LifeGuard SmartHome IP Dialler has been tested and certified to comply with AS 4607:1999.

Yes, the IPD can be connected to the nbn™ via Ethernet or WiFi. If connected this way, the SIM card will function as a back-up in the event the nbn connection is not working for any reason.

The handset is included for those clients who choose to take up the optional INS Telephone Service. As the device is not connected to a standard phone line, the handset can only be used as a telephone with this optional service in place.

Notifications can be sent by INS LifeGuard if there is information we feel you should be aware of, or as a result of tasks and reminders that you’ve asked us to set up for you. They can also be sent by Village Management if you are a village resident.

Notifications will initially pop in front of the main screen. Tap them to read the full message. The notifications will go away once you’ve read them, and eventually disappear on their own.

Previously received messages can be viewed by tapping the orange Notifications button on the home screen, which has a number in it to indicate whether there are any unread messages. A list of previously received notifications will display, and you can tap any notification to read the full message.

Unfortunately no, there is currently no way to change the text size programmed into the system.

Yes. The screen on the LifeGuard SmartHome IPD will turn off between the hours of 9 PM to 6 AM. This is simply so the light from the screen doesn’t disturb you in the evening. The screen will automatically wake if you trigger an alarm. If you would like to change the hours of the Night Time Window, simply contact INS on 1800 636 226 and our staff can adjust that for you.

Please note that the Night Time Window does not affect the SmartHome IPD emergency functions. The alarm system will still work when the screen is dimmed.

This notification appears on the IPD screen if one of the four coloured boxes on the right of the screen are touched (My Home, My Health, My Lifestyle, or My Phone) and you have not subscribed to these services. Please be assured this message does not mean that your alarm system is not working properly.

To dismiss this notification, simply press OK on the screen and the message will disappear. If you are unable to dismiss the message, simply press your HELP button or call 1800 636 226 for assistance.

Village Management FAQs

INS has developed a diagram that outlines the entire process, including how we comply with Australian Standard AS4607, which governs Personal Response Systems. You can view or download this diagram by clicking the link below.

If your village has our newest LifeGuard SmartHome IP Diallers, you can request access to the LifeGuard Manager’s Portal. This innovative, secure web portal allows you to update your residents’ details (with their permission), as well as run reports, broadcast information, and much more. It also allows you to provide TeleHealth services to your residents. To request access to this portal, simply send us an email.

We also offer the LifeGuard Client Portal, which your residents can request access to for no charge. This empowers them to update their own information at any time.

Please contact INS prior to moving the device. INS must be advised of both the old and new address so we can update the information in our system to ensure everything works properly.

All IPD devices are pre-programmed to an individual unit, villa or apartment with a specific ID code, and they cannot be moved to another residence without first informing INS.

Depending on your location, the replacement device will be posted via either Australia Post or a contracted courier. The standard time frame is 14 business days from your initial request. Please Note: Once dispatched, INS does not have any control over these delivery services. If you do not receive your order within this time frame, please contact INS on 1800 636 226 and a customer service officer will investigate and get back to you.

It depends on the reason for the replacement. For a new IPD base unit, you will only receive the base unit itself as a replacement. The cords, antenna and wrist or pendant transmitter from the old device will need to be used for the new device when it arrives.

The old base unit will then need to be sent back to INS using our reply paid address: INS LifeGuard, Reply Paid, PO Box 485, Unanderra NSW 2526 AUSTRALIA. If the old device is not received by INS within 14 days of receipt of the new device, then an invoice will be generated and you will be billed for the full cost of the new device.

Our Terms & Conditions can be found here. The warranty can be found in the back of the User Guide for your particular device.

Mobile Alarm System FAQs

Built-in GPS locators ensure we’ll be able to speak to you, locate you, and send assistance – even if you’re not able to respond. For self-monitored mobile alarms, you can use the GPS function to locate the user and track where they’ve been, which can be very useful if you’re having trouble contacting them, or for those who have dementia and may wander.

You can download the LifeGuard Mobile app to your existing, compatible smart phone. You’ll need an Android phone (version 4.4 or higher) with a minimum 5″ screen, or an iOS device. For more information, including download links, click here.

It works using the same cellular technology as a mobile phone, but without the complicated features. The user can simply press a button to send an alarm. It also functions as a fall detector, has a docking station for easy charging, and is waterproof IPX6, so it can be safely worn in the shower.

There are various mobile alarm options available, and you can see them in our online store.

For more information, please call 1800 636 226 and speak to our friendly staff.

What they Say

I used the INS emergency call system and within ten minutes of so, the ambulance was at my doorstep and I was treated on the spot and rushed to emergency. The INS nurse called me yesterday to ask how I was. The INS people were excellent, acted very promptly to my call and lived up to our expectation that this is a proper and effective service.

Brian

Having the LifeGuard unit brought a lot of comfort and security to both dad and his family. He knew he would always get a comforting voice in response to pressing his buzzer.

Evelyn

We were extremely impressed by the service and very grateful for your care and support each time we contacted you. We will have no hesitation in recommending your service to other family members and friends.

Kevin

Your phone and wrist button made me feel safe and secure in my own home when through illness I felt very vulnerable. The fact that I knew I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay at home for as long as possible.

Barbara

INS LifeGuard has enabled our parents (88 & 90 years of age) to enjoy many more years in their own home than was ever expected. We as a family had peace of mind that in a medical emergency the necessary procedures were implemented far quicker than we could coordinate.

Graeme

I remain a committed advocate of INS. Peace of mind is ours because we can trust the INS will be there when we need it. Not many better gifts available for my wife, family, and friends – give me INS.

Clem

I’d flipped backward hitting my head. I couldn’t move. I remembered my INS LifeGuard pendant and pressed the button. I instantly heard a voice say ‘Hello Josephine, are you OK?’ Though I was outside he could hear me. He stayed online with me until the ambulance arrived. It was the best piece of technology I could have wished for. I know it works, and I feel safe.

Josephine

Thank you so very much for all your assistance to me in relation to my father. It is a nice feeling to know that if he requires help at any time he can call INS. Your help has been invaluable. I decided to use INS after ringing many companies and the main reason was your wonderful personalised approach.

Rosemary

I give this company 100% the best equipment my mother has ever had and the call centre are so caring and kind wouldn’t go with any other company, helpful staff and 24-7 care well done INS

Rosie

I would like to express my gratitude with your company INS Lifeguard. My parents both used your system and when my father suddenly passed away at home my mother pressed her pendant and the nurses at INS called emergency services and kept her calm throughout the whole process. Unfortunately, I had to use my mother’s pendant this year in January when I found my mother had also passed away. INS nurses called emergency services and their promptness allowed the ambos to arrive within minutes. The INS nurses kept in constant contact with me keeping me calm. I cannot thank INS enough and would recommend this system to anyone. Thank you

Lisa

Wow what an amazing service! When my Grandma fell INS were so kind and caring they even followed up when she was returned home from hospital. I’m very thankful for their services!!

Kristy

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Australia PO Box 485, Unanderra NSW 2526 Australia

New Zealand PO Box 301797, Albany Auckland 0752 New Zealand