What is real-time monitoring? — For TELUS Business customers

Our Central Monitoring Station (CMS) is a highly secure, ULC-certified, TMA Five Diamond rated facility which houses trained professionals and critical information to monitor a business, a home security and/or personal emergency response (PERS) system on a 24/7 basis. To ensure redundancy and reliability of your services, we have two monitoring facilities prepared to receive alarm signals at all times. The station will receive alarm signals from security and/or PERS devices and the operator will use customer account information and a specific action protocol (based on proven industry best practices) to take action.

In the event of an alarm (fire, intrusion, panic, duress, medical or environmental) our first step is to confirm whether the alarm is true or not. There are three ways to do so:

If the alarm is unable to be verified, the CMS will follow a standard action protocol, which involves contacting emergency contacts provided by the customer and/or emergency service providers (police, fire, ambulance) as required. In the case of a confirmed emergency, as confirmed by the customer, the customer’s emergency contacts or through your devices on the premises or mobile phone, emergency service providers will be dispatched immediately.

False alarm fees may apply.

If an emergency service provider is dispatched in response to a false alarm, you may incur false alarm charges. Please refer to your local municipality’s bylaw for the latest information regarding false alarm fees and note that it is your responsibility to pay these charges.