How to reduce false alarms on your TELUS Secure Business system

Get to know the common causes of false alarms in Secure Business and how to reduce them.

What is a false alarm?

A false alarm is the report of a false emergency causing unnecessary response and/or dispatch of authorities where they are not needed.

Why is reducing false alarms important?

A false alarm wastes valuable time, both yours and that of the emergency service providers. It may also jeopardize the ability of authorities to attend emergencies. If authorities are dispatched in response to false alarms, you may incur false alarm fees and it may also lead to the suspension of your alarm permit.

How can you reduce false alarms?

Knowing the common causes of false alarms is the first step to reducing them. We’ve included a few tips to get you started.

  1. Follow arming and disarming best practices

  2. Keep your emergency contact list up-to-date

  3. Inspect your system and setup

  4. Avoid hitting the panic buttons by mistake

Need more help using your system? Please see our support article on
using your Secure Business control panel

1. Arming and disarming best practices

  • Set up your panel near the main entry point
    : Your panel should be easily accessible from your main entry/exit point so that you do not trigger an alarm when exiting the building and can quickly disarm your system when re-entering

  • Educate all users on how to arm/disarm
    : Ensure all trusted employees know how to disarm/arm the system with their individual access codes and are equipped with a verbal password to cancel false alarms with our central monitoring station. If necessary, consider setting up codes for cleaners and contractors in the event that they will be coming in and out of the business often.

2. Inspect your system and set-up

We recommend inspecting your system on an annual basis for the following:

  • Check for sensor damage or looseness
    . After your panel is disarmed, regularly perform check-ups on your sensors to ensure they are secure and cannot be jiggled loose with everyday activity (e.g. opening and closing a door)

  • Keep your security system clean
    . Dust, cobwebs and other particles in the area can trigger your sensors. Once they are dusty or are placed in an area where there is more dust than usual, they are more prone to react. Keep this in mind should you undergo any renovations

  • Assess sensor sensitivity when making modifications to your layout
    . If you're changing the setup of your business, make sure to consider your security system setup so that your daily activities do not cause false alarms. For example, make sure not to point motion sensors toward the street as people walking on the street can trigger an alarm.

  • Replace your batteries regularly
    . Your TELUS Secure Business app will alert you if your device is reaching a low battery level. Checking and changing the batteries on a regular basis can help prevent false alarms and ensure your business is protected at all times. Please visit our battery replacement support page for more information at

3. Avoid hitting the panic buttons by mistake

  • By default your panel is programmed to show police, fire and auxiliary panic buttons

  • If you find yourself triggering false alarms by pressing these buttons,
    contact us
    to have them removed from your home screen

4. Keep your emergency contact list up-to-date

  • What we require
    : A minimum of 3 contacts on your account who can be reached in order to verify an alarm. Your ideal emergency contacts should have access to your business at all hours and be trusted to act on your behalf in the event of an emergency. Make sure this contact has their own key and verbal passcodes. Make sure you keep these details up-to-date to ensure the right people are contacted in the event of an alarm

  • When to update emergency contact list
    : Your emergency contact list should be regularly maintained and updated in the case of new hires or staff turnover. Also consider updating the list to accommodate for vacation coverage of you or your emergency contacts

  • How to update your emergency contacts
    : You can update your emergency contacts through the
    TELUS Secure Business app
    or the website. Need more help? Please visit the support page on how to
    manage emergency contacts
    . When making changes to your contact list please ensure that your new contacts know their verbal password

Alternatively, a location password can be used for your account when our Central Monitoring Station responds to two-way or a landline number.

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