Operational information for alarm installers and bureau partners working with Statewide Monitoring Services
Bureau Partner Guide
Confidentiality
All information supplied to Statewide Monitoring Services is kept strictly confidential and will not be released to any third party without authorisation.
Alarm Receivers
We cater for all industry standard alarm panels, with banks of receivers backed up by redundancy receivers. Our receivers use Smart 1345 numbers, making them accessible anywhere in Australia for the cost of a standard local call. Calls on our 1345 numbers fall back to the mobile network any time the land network fails at no extra charge.
User Identity
Statewide Monitoring Services uses the CAMS software package to display user numbers and names, allowing your clients to receive clear and detailed reports identifying who has entered or exited their premises. CAMS can also be configured to restrict the amount of time a user may remain onsite after the premises has been closed. If this timeframe is exceeded, a Late-To-Close alarm can be generated, providing an additional level of security and accountability for scenarios such as cleaners, contractors or patrol access.
Patrols
Statewide Monitoring Services has no affiliation with any patrol companies. This one-arm's-length separation ensures your clients receive a more accountable service. If your client requires patrol attendance on certain events, you must advise us of their preferred patrol companies in advance. We will not accept any costs or invoices for patrol attendances directly, but can provide a list of patrol companies covering most areas.
Key patrol rules:
- Each client must have 2 patrol companies nominated
- The client agrees to pay all patrol dispatch costs regardless of circumstances
- If a disarm by an authorised user code is received within 1 minute of the last alarm, patrols will not be dispatched (best effort basis)
Public Holidays
Due to increased business trading hours, all public holidays are treated the same as any other weekday. All schedules remain unchanged unless a variation is specified in writing.
Bureau Responsibilities
KEEPING CLIENT DETAILS CURRENT
It is the bureau's responsibility to keep client details up-to-date at all times.
FALSE ALARMS
A high percentage of alarm handling is due to false alarms from poor installations, accidents or user error. This reduces our operational efficiency in attending urgent situations.
- Clients must call us immediately whenever an alarm is tripped, intentionally or otherwise
- On out-of-hours entry, clients should contact the Monitoring Centre immediately after entering
We track repeat false alarm offenders. If judged excessive, we will inform the bureau and may review monitoring rates.
Alarm Responses
DURESS, HOLD-UP & PANIC
Police will be despatched under the Police Force Direct Access Service guidelines (Alarm v1.3 – Schedule One) for:
Hold-Up Alarms (Commercial)
Deliberate dual-button activation during robbery or threat of violence
Duress Alarms - High Risk Commercial
police stations, Centrelink offices, armoured vehicles, firearms dealers, premises storing goods that constitute a public risk
Duress Alarms — High Risk Residential
Politicians, judges or magistrates' residences, bookmakers, jewellers, firearms dealers/gun collectors
Statewide Monitoring Services will place a follow-up call to the site after 30 minutes to confirm police attendance and check if further assistance is required. This is in line with ASIAL and Emergency Service protocols.
INSURANCE
The bureau acknowledges that Statewide Monitoring Services is not an insurer of premises or property. Our services cannot be guaranteed to prevent all unauthorised entry, loss or damage. Customers should maintain appropriate insurance policies covering fire, theft, injury and consequential loss.
Commissioning Clients
Statewide Monitoring Services will issue each bureau with a block of account numbers in advance. These are yours to reuse as frequently as required.
ON INSTALLATION
When a technician installs a system, they must phone the Monitoring Centre and provide an account number along with the following details:
- Premises name
- Address and suburb
- Phone number
- Type of panel installed
The technician can then commence sending signals.
COMMISSIONING SHEET
Once installation is complete, a full commissioning sheet must be submitted within 1 business day:
Important
It takes up to 2 working days for a system to be fully commissioned. Until the completed commissioning sheet is received and processed, the only action we can take on an alarm is to call the site and/or the bureau.
Billing Accounts
- Invoices issued monthly by post or email
- Clients commissioned by end of month are added to that month's invoice
- All invoices are net 7 days payment
- Patrol attendances billed to the bureau, payable within 7 days of invoice date
Minimum requirement
After six months, the bureau must maintain a minimum of 10 paying lines with a monthly invoice exceeding $40.00. Otherwise, retail rates apply.
Cancellations and Credits
- Invoices issued monthly by post or email, with an Excel sheet listing all online clients
- Clients commissioned by end of month are added to that month's invoice
- All invoices are net 7 days payment
- Equipment purchases are on a 7-day account — written purchase order requiredPatrol attendances billed to the bureau, payable within 7 days of invoice date
- An administration fee of $10.00 per invoice applies
Minimum requirement: After six months, the bureau must maintain a minimum of 10 paying lines with a monthly invoice exceeding $40.00. Otherwise, retail rates apply.
Questions About Bureau Partnership?
Our team is available to help with commissioning, billing or any operational questions.
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Independently owned central station in Brisbane. Protecting homes and businesses 24/7 since 1997.