Your questions answered
We’re often asked similar questions about our security services and solutions, so we’ve gathered some popular ones here. If you don’t see your question, please feel free to call our friendly customer service team on 07 3865 6646.
How do I decide which is the best security solution for me?
We understand that it can be confusing trying to decide which security system suits you best, but our team of security experts are here to help. We’ll develop a tailored plan that meets your requirements and your budget. We’re not tied to any particular security equipment manufacturer, and this means we can give you a 100% honest and unbiased recommendation.
Do you offer flexible monitoring plans?
With Back2Base, you can choose full monitoring, shared monitoring or self-monitoring. Just call our customer service team to discuss on 07 3865 6646.
Am I able to upgrade or downgrade my service at any time?
Yes, you can upgrade or downgrade your monitoring service at any time. For example, if you’re going away on holiday you might want to upgrade to full monitoring for that period and then return to self-monitoring on your return.
What is your alarm patrol’s response time?
Our response agents meet Australian standards and guarantee to be with you within the Australian Standard time for Alarm Responses. These times are from the time that your alarm signal is received in our Monitoring Centre.. This is within 90 minutes during the day (6AM to 6PM) and 45 minutes at night (6PM to 6AM). For a faster response you could consider our Video Alarm Verification (VAV) service. Please contact us for more information.
Do your alarms comply with Australian Standards?
Yes, our alarms and systems meet the relevant Australian Standards and we’re also a registered Silver member of the Australian Security Industry Association Limited (ASIAL) – which demonstrates our commitment to the highest levels of customer service, longevity in the industry and commitment to the ASIAL code of conduct and ethics.
Will my alarm system work on the National Broadband Network (NBN)?
Unfortunately the NBN is not suitable for reliable alarm communications. We recommend customers install a Secure Wireless Alarm Transmitter to replace their phone line connection to their alarm system.
How much does it cost to connect my alarm to your monitoring service?
There’s no charge for us to connect an existing alarm system to our monitoring service. In fact, we’ll even offer you a free basic alarm health check to ensure your system is in good working order before we connect you.
Can I have my pets inside if I have an alarm system?
Yes. If you have pets we can install a special pet immune movement sensors.