Add, Change or Cancel Resident PROFESSIONAL MONITORING SERVICE

Add, Change or Cancel Resident PROFESSIONAL MONITORING SERVICE

Info
The life cycle of a fixed monitoring setup goes through several stages as residents move in or out of the locations included in your community’s solution. Use the sections below to Add, Change, or Cancel professional monitoring for an individual location.


Click here to activate a New Monitoring Service.

Before you start:
  1. 📄 Resident(s) have completed and signed the Confidential Data Form (keep this on file)
  2. 📍 Service location confirmed
  3. 🔌 Know if Safe Home Hub equipment is already in place. If new equipment is required, an option will be provided during the activation request (additional charges apply)
🕒 Processing times
Remote activation: 48 business hours
New equipment delivery (if required): 7 NSW business days


  1. For updates to existing Resident or Emergency Contacts, or new key safe details
  2. To remove a specific Resident Contact while keeping others (e.g. if a contact has passed away)
  3. To add a new Resident Contact while keeping others (e.g. friend/family member has moved in). Please provide their signed Confidential Data Form.
✉ Email changes to: modifications@myhomefone.com.au
🕒 Processing time: 48 business hours

Alert
Changeover of Occupants
When a home has been fully vacated and new residents are moving in, regulatory and auditing requirements mean you cannot simply override the old monitoring contacts with the new ones. Please follow this two-step process:
  1. REMOVE RESIDENT - Use this option below to cease monitoring for the original resident(s) as soon as they have vacated.
  2. ADD RESIDENT - Use this option above to activate a new monitoring service under the names of the incoming resident(s).
Alert
Resident Relocations Within Same Community
Please follow the two-step process below:
  1. REMOVE RESIDENT / UNINSTALL - Use the applicable option below to cease monitoring for the original location. You will be provided the option to set the service termination date.
  2. ADD RESIDENT - Use this option for the new location. If the new location requires equipment, an option will be provided during the activation request.
⚠ DO NOT RELOCATE EQUIPMENT ⚠
Home Monitoring Equipment is fixed to the premises, just like a hot water system, and stays with the location, not the resident. If the original location no longer requires equipment, it must be returned to Daktel as part of the UNINSTALL request for proper decommissioning from that location.  


Click here to stop a monitoring service from a specific date.

What this does:
  1. Terminates the active monitoring service for all residents at the location
  2. The Safe Home Hub equipment stays linked to the location for future use and remains on site
To restart monitoring at this address:
  1. Submit an ADD RESIDENT request for the new occupant(s).
To remove only one contact (e.g., a deceased partner) but keep others in place:
  1. See the UPDATE RESIDENT section above.



What this does:
  1. Terminates the active monitoring service for all residents at the location (if applicable)
  2. All home monitoring equipment is uninstalled by you and returned to Daktel within 21 days.
  3. Updates the Daktel Location Database status to: "No equipment in situ. Installation required"
    If the location should instead be blacklisted for any future services, email modifications@myhomefone.com.au
  4. May incur early termination charges, depending on your monitoring solution agreement.

Alert
This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.