Information about Patrol & Alarm Response Times

Our patrol and Response policies are guided by the Australian Standard for Guard & Patrol Services ( AS 4421/2011). These standards are used as a guide only.

While every effort is made to respond to your alarm within these guidelines, Panorama Security makes no warranty as to the time that will be taken for an Alarm Response or that an Alarm Response will prevent any loss or damage at Your Site in accordance with our Standard Terms of Service

Alarm Response Target Times

Non-Standard hours are defined as 0600 to 1800 hours daily.

Class 1 - Non standard hours of patrol/response activity: ≤90 mins

Class 2 - Lower priority event (late to close, system events): ≤60 mins

Class 3 - Standard security alarm response time: ≤45 mins

Class 4 - Dedicated patrol/response service for specified site(s): ≤30 mins

Class 5 - Static security officer on site: ≤20 mins.

Acceptable delay

Response time to alarm calls that are delayed due to exceptional circumstances is not taken into account when assessing alarm response times.
Exceptional circumstances are those beyond the control of the control room and patrol, and include (but not limited to)-

1. Traffic accidents:
   
2. Riots, floods and road closures due to traffic work:
   
3. Extraordinary weather conditions that affect response time (for example storms or extreme winds):
   
4. Abnormal breakdown in the means of advising that attendance is required at the premises; and
   
5. change of client's keys without prior advice.

Exceptions

The patrol response times does not apply under the following circumstances:

1. Where the client is responsible for the late response time, such as where the patrol officer is instructed to meet the client's representative on site at a prearranged time, or the patrol officer is unable to gain access due to keys being changed.
   
2. Where external checks are carried out by another patrol officer or inspector within the relevant patrol response time.
   Such a situation may occur when the patrol vehicle with the keys is delayed.
3. In non-response areas and country areas.

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