Frequently Asked Questions

What is Caretrak?

Caretrak is a mobile personal emergency response solution.  It combines wireless and GPS technologies to provide independence to users with a one-click safety connection anywhere – inside or outside of the home. There is also two-way voice communication directly from the pendant and the added benefit of sending text and email alerts to all of your care contacts.

 

It is the evolution of current response solutions that are limited to use at home and typically do not have direct two-way voice communication from the pendant or additional alerts to care contacts.

 

 

How does it work?  

There is the option to choose from Family Response or Emergency Response.

 

With Family Response, the unit is programmed to call your care contact of choice such as a family member.  It can be used for more than emergencies such as less urgent and daily care needs. Check-in calls can be made to the user from anyone at any time

 

With Emergency Response, the unit is programmed to call and send GPS information to a trained 24/7 response team.  In an emergency, responders will be notified.  Inbound calls can be made to the user by the response centre in case follow-up is required (inbound calling from other phone numbers is restricted in order to keep lines of communication open)

 

How does it work? - Family Response Option

 

When the SOS button is pushed…

The device is programmed to call a number that you provide such as a family member, personal care contact or homecare service provider – your Primary Care Contact.

 

If there is an accident or an emergency, pushing the SOS button will connect the user directly with your Primary Care Contact.  There will be direct two-way voice communication through the unit.  Location information is provided via text or email to assist with the situation. 

 

Inbound check-in calling to the unit by anyone (family response option only)

The device has its own cellular phone number.  Anyone can make check-in calls to the device. Device users answer the call by pushing the SOS button.  This is not intended for lengthy and conversational calling

 

 

How does it work? – 24/7 Emergency Response Option

 

When the SOS button is pushed…

The device is programmed to call the 24/7 emergency response centre.

 

If there is an accident or an emergency, pushing the SOS button will connect the user directly with the trained 24/7 response centre.  There will be direct two-way voice communication and the response centre will automatically receive GPS location information.  Emergency responders will be notified if there is an emergency. 

 

Text/email alerts to notify all care contacts – both options

 

In addition, you can keep an unlimited number of family members and care contacts informed.  In the event of an SOS alert, all designated contacts will receive notice of the alert with location details through text and/or email.  Alerts are easy to setup on the Caretrak Portal.   

 

Low Battery and Power on-off Alerts 

You can setup alerts for SOS, low battery and power on/off to your contacts.  This helps with managing the device with the user

 

 

Where is Caretrak available?

Nationally across Canada wherever there is wireless coverage. Service is also available in the USA when travelling. Clients must request and activate US service by calling Caretrak when needed. A US Travel add-on is required and costs $25/month. Clients choose the number of months required.

 

What is cost of the device and service? Are there any other fees?

 

The cost varies based on your selection of the Standard or Fall Detection solution.  

 

Standard Solution

The one-time device cost is $49 with a monthly service plan and $0 when you purchase a one-year service package upfront.

 

Family Response option – Monthly service cost is $44/month or the One-year service package is $528. 

 

Emergency Response option - Monthly service cost is $54/month or the One-year service package is $648. 

 

Fall Detection Solution 

The one-time device cost is $99 with a monthly service plan and $49 when you purchase a one-year service package upfront.

 

Family Response option – Monthly service cost is $54/month or the One-year service package is $648. .  

 

Emergency Response option - Monthly service cost is $64/month or the One-year service package is $768. 

 

There is a one-time activation fee of $30 

 

Shipping is Free anywhere in Canada

 

 

How am I billed and what are the methods of payment?

With the monthly service option, you will be billed one-month in advance each month through pre-authorized credit card payment.

 

With the one-year service package, you will be billed for one-year of service through pre-authorized credit card payment. At the end of 12 months, your service will automatically renew month-to-month.  

 

Additional charges for minutes used above the allotment of minutes in your service plan may be applied ($0.40/minute). This applies to outbound and inbound calls within Canada. 

 

Visa, Mastercard and Amex are accepted. Invoices will be sent to the primary email address that you provided.  

 

What does the monthly service include?

Family Response option - Your monthly service fee includes 40 Canada-wide minutes per month for outbound and inbound calls, GPS and wireless services and unlimited text and email alerts to your contacts  

 

Emergency Response option – Your monthly service includes 24/7 monitoring and call handling by trained emergency response agents, GPS and wireless services and unlimited text and email alerts to your contacts  

 

Is there a contract?

With the monthly service plan, there is no long term contract with 6 months minimum service. After 6 months, you may cancel at anytime

 

With the one-year service plan, you may cancel anytime after 12 months.

 

Are there any cancellation fees or penalties?

Monthly service plan - After 6 months of service, there are no fees for cancellation. You will be billed until the end of the month in which you terminate. If you would like to terminate before 6 months, you will be charged for the remaining monthly service up to 6 months and all applicable taxes.

 

One-year service plan – After 12 months of service, there are no fees for cancellation. You will be billed until the end of the month in which you terminate. 

 

 

How do I order?

There is a link to order directly online – or you can call into the call centre @  1-855-333-3381

 
What is the return policy and trial return period?

There is a 15-day trial return period.  Upon receipt of the device, you will receive a full refund for the cost of the device and service. The one-time activation fee of $30 is not refundable  

 

To be eligible for a refund, you must call Customer Service to obtain an authorization number, the Device must be in substantially new condition, and the return must be post-marked by the 15th day after the date of your receipt of the Device. You are responsible for shipping costs to the return facilities.  

 

How long will it take to receive the order?

After submitting your order online or through the call centre, orders will take up to 5-10 days to be shipped to your door (ready to use)

 

What is required for installation and setup?

Setup is easy and there is no installation required. Product is shipped ready to use

  • Remove device and charger from packaging

  • Connect charging cable and adapter to charging cradle

  • Put device in charging cradle for minimum 24 hours before first use

  • Read Quick Start guide and Getting Started Instructions

  • No landline is required

 

  • For the emergency response option, you will be contacted to provide user and emergency contact information.  Your profile will be setup with the response centre to assist in the event of an emergency

 

Is a landline required?

No, a landline is not required.  The device operates on a separate wireless line

 
How do I charge the device? How long does it take to recharge the battery?

The device comes with a simple drop-in charging cradle.  Simply place the unit in the charger for 3-4 hours to recharge the device. When the device is taken off of the charger it is powered on. It highly recommended that the user develop a regular pattern for charging the device each day (for example, at dinner time or at bed time)

 
How long does the device battery last?

On a full charge the battery will last up to 48 hours or more before re-charging is necessary based on standard use. The battery life will vary based on conditions (similar to a cell phone).  

 

How does this fit into my life with family and caregivers?

This is an added tool to help users live independently and stay active while staying connected in case of an emergency. It provides added peace of mind with two-way voice communication and GPS location-tracking.

 

It is not a replacement for regular contact with caregivers or access to an alternative means of placing an emergency call.   It is complementary to assist in regular caregiving activities

 

Why is this better than other personal emergency response devices in the market today?

 

Caretrak provides a safety connection while outside of the home - Canada-wide - giving more independence.  Most solutions only work in the home and do not have direct two-way voice communication directly from the pendant.

 

Caretrak also has the unique following features that you may not find elsewhere…

  • Sending of text/email alerts to unlimited contacts to keep everyone informed

  • Inbound check-in calling feature (family response option).  Anyone can call the user

 

Does my device work across Canada?

Yes, your device works across Canada.

 
How accurate is this solution in providing wireless and GPS location services?

 

If using Family Response, it is important for the primary care contact to use the combination of voice communication and GPS location information to assess the user’s situation and verify their current location. 

 

The device is operating on a reliable national wireless network with 94%+ coverage across Canada. For calling and sending and receiving of text and email alerts, it is similar to the coverage you would consider for a cell phone. At times, the cellular signal and your surroundings may affect the performance of the device.

 

GPS technology works best when there is line-of-sight visibility between the device and GPS satellites. It may not always be possible to determine the current location or the location may not be accurate.  If the GPS signal is low at the time of an SOS event, the last reported location with a good GPS signal will be provided.  The Mobile Defender solution provides updated location information to its servers every 15 minutes.   

 

Charging the device is required for proper operation. 

 
Can my device work internationally or in other countries?

The device works in the USA when Canadian users and residents are travelling to the USA. Clients must request and activate US service by calling Caretrak when needed. A US Travel add-on is required and costs $40/month. Clients choose the number of months required.

 

What is the Caretrak Portal? How do I setup alerts?

Users will be provided with access to the Caretrak Portal for setup of alerts to an unlimited list of family members and caregivers.  Alerts can be sent via text and/or email for SOS, low battery or power on/off.   This helps to keep all care contacts and family members informed in the event of an emergency and assists with managing the device with the user.

 

The Portal is easy to use and multiple users and/or caregivers can access via computer, tablet or smartphone. 

 

 

How do I access the Caretrak Portal?

There is a link on the main caretrak.ca website. The web address is caretrak.reliatrac.com.  Upon signup, you will be emailed a log-in username (the primary email address that you provided) and a password. Once your unit is received and activated, you will be able to access and input your contacts and alerts. 

 

How do I use the Caretrak Portal?

There are simple step-by-step instructions included in the User Guide available at caretrak.ca and sent with your shipment

 

Who and what is Caretrak?  

Evolution Wireless is a Canadian-based company that is distributing this product in Canada under the Caretrak brand.  The company specializes in personal emergency response services and other products that support assisted living at home and enhance the quality of life of seniors and persons with disabilities.