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Is Assure Connect™ an emergency call system?
Strictly speaking Assure Connect™  is not intended as a frontline emergency response system. People should call Triple Zero as their first option in a clear-cut emergency situation. However, many situations are not clear cut emergencies and this where Assure Connect™ is ideal to help people to resolve their problem when they are distressed, worried or too confused to dial a number.

What is a Call Group?
Call Group is used to describe the group of people that you nominate to be contacted by Assure Connect™. These are people that you trust to handle your call for help.

Is Assure Connect™ for emergencies only?
Assure Connect™ can be used for any purpose not necessarily just for emergencies.

What type of phone do I need to use this system?
Assure Connect™ works with any telephone including fixed line phones and mobiles. There is no modification required to your phone other than setting-up a speed dial. Assure Connect™ operates at the telephone exchange so it doesn't affect your phone.

Do I need to download an app to use Assure Connect™?
No. There are no modifications required to your phone other than to set-up a speed dial number. Assure Connect™  is 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. Assure Connect™ operates independently of all phone providers. It simply uses the public telephone networks.

Will I be charged more on my normal phone bill?
The call from your phone to Assure Connect™  is charged to your phone bill as a normal call. However, the calls that Assure Connect™ makes to your Call Group and to Triple Zero (if needed) and text messages are NOT charged to your phone bill. These calls are instead charged to your Assure Connect™ account (except in the case of a FREE account).

Are there any additional costs?
Yes, there are additional call costs when you use Assure Connect™  to contact friends and relatives. These costs depend on the length of conversation only and the number of people in your Call Group who are sent messages.

Does it cost more to contact a larger group?
There is a small difference, due to an extra number of SMS messages that are sent during a call event to keep the Call Group informed. You are charged for each SMS message.

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.

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 Assure Connect™ .

How is Assure Connect™ paid for?
All costs are 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. Usage charges are debited at the end of each month.

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 Assure Connect™. It is however recommended that all participants are briefed about the operation of Assure Connect™.

Do the Call Group need to do anything special when they receive an Assure Connect™ call?
Yes. Assure Connect™ call will play a message as soon as the call is answered requesting that the the hash (#) key is pressed on their telephone. The hash-key response will verify that Assure Connect™ 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 Assure Connect™ does not detect the hash (#) key tone within 30 seconds, Assure Connect™ disconnects that phone while still ringing the other Call Group members.

What if nobody answers the call?
Assure Connect™ will play a message to the original caller (USER) 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 calling Triple Zero.

How does Assure Connect™ choose which Call Group member is connected?
The first person to answer and press their keypad hash (#) key is connected. Assure Connect™ 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 Assure Connect™ phone?
All configuration is achieved via the internet using a standard web browser.

Are calls recorded?
No. Assure Connect™ does not record any calls.

How many calls can I make using Assure Connect™ ?
There is no limit.

Will Assure Connect™  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.

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Frequently Asked Questions