Frequently Asked Questions
What is Caretrak?
Caretrak is a mobile personal emergency response solution. It combines wireless and GPS technology to provide independence to users with a one-click safety connection anywhere – inside or outside of the home. There is two-way voice communication directly from the pendant and connects to family or the 24/7 emergency response team. Caregivers have the added benefit of using the Caregiver Mobile app to get real-time location updates and text/email alerts
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 less urgent needs where 911 assistance isn't required. Care contacts can view the location of the user and receive text/email alerts using the Caregiver mobile app. Check-in calls can be made to the user from the primary care contact at any time
With Emergency Response, the unit is programmed to call and send GPS location information to a trained 24/7 response team. In an emergency, responders will be notified. Your care contacts are notified via phone by the response team. Care contacts can also view the location of user and receive text/email alerts using the Caregiver mobile app (optional use based on your situation)
You can upgrade or change between response options anytime
How does it work? - Family Response Option
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 HELP button will connect the user directly to your Primary Care Contact. There will be direct two-way voice communication through the unit. The Primary Care Contact and other contacts can view real-time location anytime and receive text/email alerts using the Caregiver mobile app
Inbound check-in calling to the unit (family response option only)
The device has its own cellular phone number. The Primary Care Contact can make check-in calls to the device. The device will beep and auto-answer the call. This is not intended for lengthy and conversational calling
How does it work? – 24/7 Emergency Response Option
The device is programmed to call the 24/7 emergency response centre
If there is an accident or an emergency, pushing the HELP 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 location tracking information. Emergency responders will be notified if there is an emergency. Your care contacts will be notified via phone
In addition, care contacts can view real-time location anytime and receive text/email alerts using the Caregiver mobile app. This is no cost and optional usage based on your situation and needs
Where is Caretrak available?
Nationally across Canada wherever there is wireless coverage. Service is also available in the USA when travelling (must be a Canadian resident). Clients must request and activate US service by calling Caretrak when needed. A USA 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 includes 24/7 wireless and GPS/location tracking services and varies based on the response plan selected
The one-time device cost is $49 with a monthly service plan and $0 when you purchase an annual plan upfront
Family Response option – Monthly cost is $44/month or the Annual package is $528
Emergency Response option - Monthly cost is $54/month or the Annual package is $648
Fall Detection Solution
The one-time device cost is $49 with a monthly service plan and $0 when you purchase an annual plan upfront
Family Response option – Monthly cost is $54/month or the Annual package is $648
Emergency Response option - Monthly cost is $64/month or the Annual 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, you will be contacted for renewal
(Family Response) 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 and Mastercard 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/location tracking service, wireless service, access to the Caregiver mobile app (unlimited number of contacts) 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/location tracking service, wireless service, access to the Caregiver mobile app (unlimited number of contacts) 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 return and 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? Are there any other systems required (eg. Wifi)?
Caretrak does not require any installation or landline. The unit is completely standalone and portable and does not require other systems to function. The device comes with a plug-in charging cradle and the mobile pendant. If travelling, you simply need to take the pendant and its charging cradle
Device is shipped ready to use and simple to get started
Connect charging cradle to outlet
Put device in charging cradle and charge for 3-4 hours
Read the Getting Started steps and complete a test call
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 the battery last?
It comes with a charging cradle. The battery can last up 48-72 hours, but we recommend daily charging for approximately 2 hours. Most users place the charging cradle at bedside and charge overnight. It can be used while in the charging cradle. When the device has low battery @ 5% remaining, it will give voice commands advising user to charge the device. As well, care contacts may use the Caregiver mobile app to setup and receive low battery alerts @ 15% remaining
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 uniquely offers both Family and Emergency Response options. You can upgrade or change plans anytime
Caretrak also has the unique following features that you may not find elsewhere…
USA travel services ($25/month)
Access to the Caregiver mobile app by unlimited care contacts. Contacts can view the real-time location of the user at any time and receive text/email alerts for HELP calls and low battery
Inbound check-in calling feature (family response option). The Primary Care Contact can call the device anytime
Does my device work across Canada?
Yes, your device works across Canada
Does my device work in the USA?
Yes, your device can work while travelling in the USA. You must call Caretrak to activate the service. Cost is $25/month
How reliable is this solution in providing wireless and GPS/location services?
The solution uses 3 location tracking technologies to provide optimal accuracy typically within 30 feet (GPS, wifi and cellular based tracking). Location tracking accuracy may be affected at times due to various factors such as line-of-sight visibility to the device with GPS satellites, obstructions such as dense buildings and severe weather conditions
If using Family Response, it is important for the primary care contact to use the combination of voice communication and location reported 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.
Charging the device is required for proper operation
Can it be worn in the shower? Is it waterproof?
The device is water-resistant and can be worn in the shower. It is NOT waterproof and cannot be submerged in water (e.g. bath or pool)
What is the size and weight? How do I wear it?
The Caretrak pendant is portable and lightweight
Dimensions 2.87in x 1.85in – Weight 51g
The device is worn using a neck lanyard (included) or waist carrying pouch (add-on purchase)
If using the fall detection feature, the device must be worn against your body at all times (around your neck or in waist carrying pouch). If using the neck lanyard, it is best to adjust pendant to sit on your upper chest area and wear under clothes to minimize false alarms and detect falls more accurately
What is the Caregiver Mobile app?
Care contacts can download and access the Caregiver mobile app on their mobile device. Contacts can complete real-time location updates and setup text/email alerts for HELP calls and low battery. 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. This is no cost and optional usage based on your situation and needs
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.