Home Security frequently asked questions

About the RACV Alarm System

Can you quote over the phone without seeing my premises?

Yes, in order to provide you with the best home security system, RACV’s licensed security experts ask you detailed questions about the construction of your home. They then tailor a home security package to suit your needs. They can even review your house floor plans.

What information do I need prior to installation date?

Prior to installation, you will receive a welcome pack which will provide a checklist of what to do prior to installation. This will include ensuring that all your details are correct, downloading the applicable App as well as getting your contact list ready.

What if I have pets? Can I have security?

If you are purchasing a home security system, RACV has a pet-friendly detector which means you can have a small pet inside when the system is armed depending on the type of animal and environment.  

Can my house be hardwired?

Yes, however this depends on the construction of your home.  RACV has quality wireless options as well so systems can be fitted in any home without compromising your security.

Do you have sensors in every room?

No, sensors should be placed close to entry points and in areas intruders are most likely to enter.  Our expert security consultants can advise on how many sensors you should have in your home.

How do I secure doors/windows?

Doors and windows can be secured by reed switches.  Reed switch use a magnetic field and detect intruders when the doors or windows are opened. 

RACV Home Security systems can be tailored to have doors and windows secured at night, when you’re at home.

About connecting security monitoring

What is monitoring and how does it work?

Our highly-trained security monitoring consultants will alert you within seconds after your armed alarm has been triggered. After your alarm has been activated, they will respond by actioning your nominated emergency response plan.

This can occur in different ways:

  • They will call you or members of your nominated contact list
  • They will send a security patrol guard
  • They will send emergency services in some cases - burglary, intrusion, medical or fire*

Do I have to pay for a patrol?

Yes, patrol response will be dispatched in accordance with the selected alarm response options. In the event the monitoring station is unable to contact anyone on the call out list, RACV has a duty of care to initiate an appropriate response which may include the sending of a Patrol.

What action is taken in the event of an alarm activation?

In the event of an emergency alarm signal being received which is not immediately de-activated, a telephone call will be made to the premise to verify the alarm. If the member answers this call, they will be required to verify their identity (by advising the nominated Voice Code) before any instructions can be accepted.  If there is no answer by an authorised person or the member advises the alarm is genuine, the relevant procedures for Intruder, Duress, Medical or Fire will be actioned.

Is there a function we can use for when we are in panic/duress?

Yes, however, this depends on your make and model of your alarm system and if it has been programmed appropriately. RACV Home Security systems have panic button built into the code pad and also by pressing both buttons on the remote control (both lock and unlock buttons simultaneously).

When a duress alarm is received by the monitoring station the following response procedure will be actioned:

  1. Contact the police. Necessary details will be provided to enable them to respond. Time is allowed for their action and communication back to the Monitoring Station.
  2. If police advise they will not action the event, send patrol and advise the call out list.
  3. If the member subsequently contacts the Monitoring Station to cancel the duress alarm, with a valid voice code, the police will be advised. Police may still attend the premise.

Why would I need the patrol?

An important component of the RACV Monitored Home Security System is access to a patrol response in the event of alarm activation. Our patrol service provides the option of a licensed security guard attending your premise and investigating the cause of alarm activation, thereby limiting the risk of you entering a potentially dangerous situation.

As part of the patrol response, RACV will undertake the following:

  1. Dispatch of a security patrol officer to the monitored premises.
  2. Inspection of the monitored premises for signs of intrusion and/or provision of assistance, as required, to the member or emergency services.
  3. The patrol officer will inspect areas of the premises which are readily accessible.
  4. Provide a patrol attendance guarantee under which the patrol response fee will be waived for any Patrol, in Metropolitan Melbourne and Nominated Regional Centres, where the Patrol arrives more than 45 minutes after authorised dispatch.
  5. Key Holding Service for monitored premises within Metropolitan Melbourne or Nominated Regional Centres.

If you have not been able to find the answer to your question, please do not hesitate to contact RACV Home Security on 13 27 56  for support and further information.