Maintaining the functionality of your alarm or CCTV system is essential
for ensuring the security of your premises. However, there may be
occasions when unplanned maintenance or services not covered by the
manufacturer's warranty are required. In such cases, a minimum call-out
fee will apply, where the presence of a technician physically
attending the installation address is required. This article aims to provide clarity
on service calls, emergency call-outs, fees and charges, as well as
address frequently asked questions.
What is a Service Call?
A service call refers to an appointment with a technician who visits
your site to investigate, identify faults, or resolve issues related to
your alarm, CCTV or access control systems that are not covered under warranty. Some
examples of service call scenarios include adding or removing users,
troubleshooting CCTV cameras that are not visible on the monitor,
addressing difficulties in arming or disarming the alarm, or
investigating fault codes.
What is an Emergency Call-Out?
An emergency call-out denotes an unscheduled and immediate response
required to address emerging or developing issues or faults. These
urgent situations demand immediate attention and may include scenarios
such as an alarm siren that won't turn off, inability to access the site
via access control, malfunctioning electronic access devices causing
you to be locked in, or a direct request for an emergency call-out.
Prior notification or a specific request from the customer is typically
required for scheduling an emergency call-out.
While we strive to attend
to all emergency call-outs within four hours of receiving the initial
call, please note that this may not always be possible.
When is a Quote Considered a Service Call?
At Panorama Security, we are committed to providing free on-site, no-obligation quotes to our customers. However, there are instances where a visit from our technicians is not considered a free quote but instead classified as a service call which will incur costs. The following conditions may indicate when a quote may be considered a service call:
- The inquiry pertains to an issue with an existing installation not installed by Panorama Security and is no longer covered by warranty.
- The cost of the service call is explicitly communicated to the customer over the phone or on-site by our technician before they commence work.
- The technician successfully resolves the issue during the on-site visit.
What Isn't Considered a Service Call?
Installations, general maintenance, and planned parts
replacements are not classified as service calls but rather as standard
appointments. These services follow a different
fee schedule. If you are unsure whether an appointment falls under a
service call or another appointment type, please consult your account
manager for clarification.Service Call Fees and Charges:
Business Hours
Minimum Call Out Fee: $125.00 ex GST (First 30 minutes onsite)
Additional time on site: $35.00 ex GST per additional 15 minutes onsite (charged in 15-minute blocks)
After Hours
Minimum Call Out Fee: $225.00 ex GST (First 30 minutes onsite)
Additional time on site: $60.00 ex GST per additional 15 minutes onsite (charged in 15-minute blocks)
Emergency Call-Out
Minimum Call Out Fee: $375.00 ex GST (First 30 minutes onsite)
Additional time on site: $95.00 ex GST per additional 15 minutes onsite (charged in 15-minute blocks)
Please note that our normal business hours are Monday to Friday, 9:00 am to 4:30 pm.
Upon investigation, if our technicians discover that major repairs or
part replacements are required, they will provide you with a separate
quote for those services. The charges for such services will be based on
the standard service rate schedule rather than the service call rates.
In some cases, our team may provide a fixed service call fee over the
phone, in which case, the fixed fee will apply instead of the standard
fees mentioned above.
Other Fees and Charges:
Incorrect Callout Charge
An Incorrect Callout Charge of $454.00 may be charged when we attend your premise or somewhere else for a fault condition which is found not to be part of your security system but in your private equipment or cabling, unless such equipment or cabling is covered by a separate maintenance agreement with us.
Travel Charge
Additional travel fees are charged when we are required to travel further than 100KM's (return) from the Bathurst Local Government Area.
Materials Charge
You will be charged for any materials or parts used.
Frequently Asked Questions
Can I cancel a Service Call?
A service call can be cancelled until the day of your appointment.
However, please note that we are unable to cancel a service call on the
same day. We may be able to reschedule the appointment for you, but this
option is not always feasible.
Do I need to be at the premises?
Yes, it is required for someone over the age of 18 to be present at the
address to meet the technician during the scheduled appointment.
What if I'm not there when the technician arrives?
If the technician arrives at the premises and no suitable person is
present, we will make an attempt to contact you. In the event that we
are unable to reach you or you are unable to be at the address, you may
still be charged the minimum service fee. We may be able to reschedule
the appointment to a time when someone can be present at the premises.