FAQ’s for LifeCall Medical Alert Systems

Below is a list of commonly asked questions by prospective and current LifeCall customers. We hope that they answer your questions. If not, please call LifeCall Customer Service at 1-800-661-5433 for further assistance.

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About LifeCall

When was LifeCall started?

LifeCall was founded in 1989.

Who owns LifeCall?

LifeCall, a division of ADT Canada, is a Canadian-operated company.

Where are your emergency monitoring centres located?

Our network of ULC-listed monitoring centres is located across the country in Vancouver, Ottawa, Montreal and Quebec City.

The LifeCall Medical Alert System

Who manufactures the LifeCall System?

Tunstall, a world leading supplier of personal emergency response system (PERS) manufactures the LifeCall Medical Alert System and accessories.

Can the personal help button be worn in the bath or shower?

Yes, the personal help button is fully waterproof and is ideal for wearing in the bath or shower, since this is where most falls occur.

What components are included in the LifeCall Medical Alert System?

You will receive a two-way voice communicator unit, with an A/C Power cord, and phone cord. A waterproof personal help button, which can be worn on your wrist, around the neck or on a belt, is also included. In your welcome package, which is shipped along with your equipment, you will receive a quick start guide, a user manual, and one emergency data card.

What is the range of the personal help button?

The personal help button works within an “open air” range of 400 feet (120m). The average house typically has a range of 150–200 feet (46m - 61m). We recommend testing it in a few areas prior to activating the system.

What is the battery life of the personal help button and communicator unit?

The personal help button has a battery life of approximately five years. The LifeCall Medical Alarm Communicator unit is plugged into the A/C outlet for power. However, in the event of a power outage, it has a 24-hour backup battery. The monitoring centre is notified of a low battery in the personal help button and communicator unit.

Where should I place my LifeCall Medical Alert System?

Your LifeCall Medical Alert System should be located near your main phone, in a central and often accessed area. It should be away from an area of high heat or humidity. The system needs to be plugged into a power source, so it should be located near an outlet.

How does the new intelligent pendant with fall detection works?

LifeCall’s Intelligent Pendant with Fall Detection is a waterproof, easy-to-use personal response device that lets you call for help at any time. Simply press the help button to generate a two-way voice alarm call when you need help. LifeCall’s Intelligent Pendant with Fall Detection also provides an added layer of protection by automatically generating a call for assistance if a fall is detected and you are unable to push the help button.

LifeCall Customer Service

What are the hours of LifeCall Customer Service?

  • Monday to Friday:  8:00 a.m. to 9:00 p.m. EST
  • Saturday:  9:00 a.m. to 8:00 p.m. EST 

What happens if I move?

LifeCall can move with you for FREE! Contact LifeCall Customer Service at 1-800-661-5433 within 30 days prior to moving and we can arrange to setup your system in your new residence. You can also fill out our Move Notification form.

How do I update account information?

Update any account, billing or contact information by calling LifeCall Customer Service at 1-800-661-5433 at anytime, or you can fill out our Update Account information form.

Should I notify LifeCall if I am going away on holidays?

Yes! If you are planning to go up to a cottage or elsewhere for a month or more, we can temporarily move your LifeCall System to that location. Otherwise, we will put a note on your account. Contact LifeCall Customer Service at 1-800-661-5433 or fill out our Holiday Notification form.

What if I no longer need the medical alert system?

Contact Customer Service at 1-800-661-5433. We will make arrangements to retrieve the LifeCall System, disconnect monitoring and arrange for final billing.

If I have a medical emergency and press the button, will it cost me money?

No, your monthly LifeCall plan covers the cost of monitoring. Our emergency monitoring centre operators are trained to assess the situation and dispatch the appropriate authorities or other contacts as required. However, it should be noted that local emergency authorities may charge fees depending on the services required (i.e., ambulancetransport). Contact your local authorities for more information on potential costs for these services.

What do I do if I accidentally press the Personal Help Button?

If you are near your LifeCall communicator unit, press the "Cancel" button on the unit–this will cancel the signal being sent to our emergency monitoring centre. If you are away from your base unit, please remain calm and inform the operator that it was accidentally pressed.

Please note: if our operators cannot hear you through the base unit, they will disconnect and try to contact you by phone before going through the emergency response protocols (e.g., calling the emergency authorities).

LifeCall Technical Support

I am having trouble installing, setting up and/or using my LifeCall Medical Alert System.

Please contact LifeCall at 1-800-661-5433 and we will be happy to help you with your LifeCall System.

What do I do if my LifeCall Medical Alert System doesn’t work?

Contact LifeCall at 1-800-661-5433 immediately and advise us that there is a problem with your system. We can try to fix the problem remotely, and, if not, we will make the appropriate arrangements.

How often should the medical alert system be tested?

We recommend sending a monthly test signal to our emergency monitoring centre. Even though the Personal Help Button and two-way voice communicator base are monitored for functionality, for added protection we recommend this be completed every 30 days. Please call Customer Service, which will guide you through a test.

What if my technical issue cannot be resolved over the phone?

If technical issues cannot be resolved over the phone, arrangements will be made to have a technician look at your system. We have installers and dealers located across the country to help facilitate this. LifeCall Customer Service will determine if this is necessary, and, if so, arrange for an appointment for you at no cost.

LifeCall Billing & Payments

What are my billing options for LifeCall Medical Alarm Services?

Payments can be processed automatically through pre-authorized payments to your credit card or bank account. Invoices can also be issued for customers who wish to pay annually.

How does the LifeCall service appear on my credit card or bank statement?

Charges to your credit card or bank statement should read LIFECALL.

Is there long-term commitment required?

No. For liability purposes, we do require a Monitoring Agreement to be signed. The LifeCall service is month to month, and can be cancelled with no penalty with 30 days’ notice.

Does LifeCall charge an activation or installation fee? 

Installing our LifeCall Medical Alarm System is as easy as plugging in an answering machine into your phone. We will ship you the LifeCall System via Canada Post and include the necessary instructions to help you install the system yourself. If you require in-home installation, please contact us at 1-800-661-5433.

Are there any other fees other than the monthly medical alarm monitoring charge?

The monthly medical alarm monitoring fee for both the rental and purchase option covers all monitoring-related charges. The rental option also covers the cost for the equipment. There may be additional fees associated with a customer’s local emergency authority (e.g., ambulance rides). These fees are the responsibility of the customer. Contact your local emergency authorities for more information.

Is the LifeCall Medical Alert System eligible for a tax credit?

Yes, in Quebec. Find out more about Medical Alert tax credits.