Frequently Asked Questions
Set-up your speed dial to call 1300 820 493
Our customer support number is 1300 968 841
Is Red Button™ an emergency call system?
Red Button™ is intended as a frontline emergency response system. However, you should call Triple Zero direct in a clear-cut emergency situation. Many situations are not clear cut emergencies and this where Red Button™ is ideal to help people to resolve their problem when they are distressed, worried or too confused to dial a number. In addition, Red Button™ can assist emergency services if you are concerned that you may not speak clearly, can't speak English or where a friend or relative can provide assistance to guide emergency services to you.
What is a Call Group?
"CALL GROUP" describes the group of people that you nominate to be contacted by Red Button™. These are people that you trust to handle your call for help.
Does Red Button™ work all over Australia and
Red Button™ works equally well anywhere in Australia where there is telephone coverage. It does not work outside Australia.
What type of phone do I need to use this system?
Red Button™ works with any telephone including fixed line phones and mobiles (including Smartphones). There is no modification required to your phone other than setting-up a speed dial. Red Button™ operates at the telephone exchange so it doesn't affect your phone.
Do I need to download an app to use Red Button™?
No. There are no modifications required to your phone other than to set-up a speed dial number (although it is recommended that you use one of the free third party speed dial apps for Smartphones). Red Button™ is a network service operating at the telephone exchange not a phone application.
Does it matter if I am with Telstra, Vodafone, Optus, or another phone company?
No. Red Button™ operates independently of all phone providers. It simply uses the public telephone networks. It works by recognising your phone number.
Will I be charged more on my normal phone bill?
No. However, the call from your phone to Red Button™ is charged to your phone bill as a normal call. There are no other call usage charges. There are no additional charges other than the single monthly subscription charge (except for FREE accounts).
Are there any additional costs?
No. You are only charged a single monthly subscription fee.
Does it cost more to contact a larger group?
You can contact up to 3 people on a FREE account. 6 people on a BASIC account, and up to 9 people on a PREMIUM account.
Does it cost my Call Group to participate?
No, the CALL GROUP members are at the receiving end only of all call activity. In Australia it costs nothing to receive a phone call or SMS.
How many people can I have in my Call Group?
9 people is the maximum number of CALL GROUP members.
Can both the caller and the Call Group activate the referral to Triple Zero?
Only the CALL GROUP member can activate the call to Triple Zero. The original CALLER has the option to dial Triple Zero direct at any time using their own phone without involving Red Button™ .
How is Red Button™ paid for?
The monthly subscription fee is charged to the account holder and paid by charging their nominated charge card or payment option. The monthly subscription is charged in advance each month. There are no usage charges.
Do the Call Group members have to formally agree to be connected?
No, however they are notified as soon as they are set-up on Red Button™. It is however recommended that all participants are briefed about the operation of Red Button™.
Do the Call Group need to do anything special when they receive a
Red Button™ call?
Yes. Red Button™ will play a message as soon as the call is answered requesting that the hash (#) key is pressed on their phone. The hash-key response will verify that Red Button™ has found a person and not an answering machine or voice mail system.
What if one of the Call group phone answers with voice mail or an answering machine?
The person who answers is requested to press their hash (#) key when they answer the call. If Red Button™ does not detect the hash (#) key tone within 30 seconds, Red Button™ disconnects that phone while still ringing the other CALL GROUP members.
What if nobody answers the call?
Red Button™ will play a message to the original CALLER stating that none of the CALL GROUP members have answered. A message will be sent to all CALL GROUP members informing them of this event. The CALLER can attempt to call again as many times as they want. If nobody answers, the CALLER is given the option of contacting Triple Zero.
How does Red Button™ choose which Call Group
member is connected?
The first person to answer and press their keypad hash (#) key is connected. Red Button™ will continue calling until it receives a successful hash (#) key tone. This is to ensure that an answering machine or voice mail system does not capture the call.
Is setting-up done remotely, or must it be hands-on with the
Red Button™ phone?
All configuration is achieved via the internet using a standard web browser. You can change configuration settings any time and as often as you want.
How many calls can I make using Red Button™ ?
There is no limit.
Will Red Button™ obscure the caller’s telephone number or send out a misleading phone number to emergency services?
No. The original CALLER’s telephone number is the only number visible to emergency services.
What if I am calling from a silent number
(blocked caller ID)?
For Red Button™ to operate it must be able to recognise your phone number. If you have your phone set to block your caller ID - prefix your speed dial setting with 1832+ this will transmit your number on a single call basis. This means you set-up the speed dial as 1832 1300 820 493.
Frequently Asked Questions