Distress and Emergency Notification Options

How does the emergency process work once an emergency has been activated on your device?

Who Monitors the Call Centre

We have staff on call on a rotating roster. However, they do not sit around watching tracking screens. They receive notifications of any emergency event by text message, pager alert, and email, and they are on multiple phones and different cellular networks for redundancy.

Where?

The TracPlus support team is all located in New Zealand and always within network coverage when on call. They also have secure access to our internal network from home.

Emergency Behaviour Settings

Depending on your preferences, variations on the emergency behaviour process are listed and explained below. No matter what procedure the client chooses (TracPlus recommends the Guardian option), the emergency messages are always visible within the TracPlus software/apps.

Guardian Alert

If the emergency switch has been activated:

1. An emergency message arrives at the TracPlus servers and automatically notifies our on-call staff and the customer's nominated emergency contacts by text and email.
   
   
2. Our call centre staff call the customer's nominated contacts to ensure they are aware of the emergency, advise them of location, speed, heading, and other relevant information upon request, and give the client the option to handle the emergency.
   
   
3. If we cannot establish contact with the customer's emergency contacts (after multiple attempts), or they are panicked/flustered, or don't know what to do, and it's a genuine emergency. TracPlus support will call their local Rescue Coordination Centre.
   
   
4. Local Rescue Coordination Centre will then handle it.

Notify Only

If the emergency switch has been activated:

1. An emergency message arrives at the TracPlus servers and automatically notifies the customer's nominated emergency contacts by text message and email.
   
   
2. If the customer does not respond to the message that they have accepted the incident and are handling the situation within 5 minutes, they will be continually sent reminders every 5 minutes (unless the device has sent an emergency cancel message)
   
   
3. Our call centre staff will never be notified, and it is completely in the client's hands to handle their own emergencies and call their local Rescue Coordination Centre.

Disclaimer

We have a US$50 charge for false emergencies escalated to TracPlus Support. We are VERY flexible, understanding and forgiving, and it is very rare for us to charge clients for a false emergency. However, repeat or persistent offenders will be charged US$50 per false emergency event escalated to TP Support. We encourage clients to arrange an appropriate time to test the emergency function and behaviour by prior arrangement.