If an alarm is unable to be verified by calling the Location Phone Number, the Central Monitoring Station will contact your emergency contacts in the specified order. Your emergency contacts will be asked to verify the alarm event and if the alarm is unable to be verified, the Monitoring Station will proceed to the next course of action.
Depending on the type of the alarm event, these numbers may be contacted either before or after a dispatch to the authorities has been made. It is recommended that the first contact is the primary user, such as yourself or a person most commonly at or near the location.
We require a minimum of three contacts on your account and each contact can have a maximum of two phone numbers. Your emergency contacts should ideally live at or know the location of your premises, have access to the building and be able to act on your behalf in the event emergency service providers need to further investigate.
To manage your emergency contacts, follow these instructions here:
Log in to your TELUS SmartHome app
From here, you can choose to add a new contact from your device’s contact list or manually. Each contact requires a first and last name, a phone number and verbal passcode. After you complete all of the fields, select
: Please make sure your emergency contacts’ phone numbers are not duplicated.
Once you finish adding or modifying your emergency contacts, you also have the option of sorting your contact list. To sort, select the
option and then drag the contacts to re-order
: If an emergency were to occur, the monitoring station will contact your contacts in the specified order.
Alternatively if you prefer, you can contact us at 1-855-255-8828 to provide your location and emergency contact information.