DirectAlert is part of the TELUS family.
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Frequently Asked Questions

Find answers for the most common questions about DirectAlert

How much does installation cost?
There is no installation fee. Installation is very simple and can be done by you or someone in your family. If you need assistance please call 1-877-391-1767.
How much does shipping cost?
Shipping of our systems is free.
How long will it take to receive my order?

All orders will be shipped out within 24 hours (except orders received after 2pm on Friday, Saturday or Sunday.  These orders will be shipped out on Monday). Orders can take up to 5 business days to arrive however, we ship via FedEx or Purolator and orders typically arrive within 2 or 3 days.

Is my DirectAlert system covered by a warranty?
Yes. All of our medical alert systems are covered by a lifetime warranty. Help buttons and batteries are covered for 2 years.
Will DirectAlert work with my VOIP or cable phone system?
Yes, we have a solution for every type of phone connection, including cable and VOIP. For special situations or even if you don’t have a home phone line the DirectAlert home Cellular or on-the-go Mobile unit has you covered. Please call 1-877-391-1767 for more information.
Will my DirectAlert fall detection device send a signal if I am walking around the house or if I bend over to play with my grandchildren?
No, our emergency fall detection devices will only send a signal in the event of a real fall. In the event of a fall, if you are able to you should also push the help button.
How often do I need to charge my DirectAlert Mobile Alert System with fall detection & GPS?
Under normal circumstances, the battery in our Mobile Alert system will last for over 48hrs. We recommend you charge your device every day for 90 minutes.
What is the range of my Mobile Alert System with GPS tracking device?
Our Mobile Medical Alert System works virtually anywhere in Canada and uses GPS and cellular signals for location tracking and 2-way voice communications.
Will my Mobile Medical Alert System with GPS work indoors?
Yes, our Mobile device works indoors or outdoors.
How much is the monthly monitoring ?
Monthly monitoring services start at $25 per month for our classic products. Please contact our customer service at 1-877-391-1767 for more information, or compare all DirectAlert solutions.
What if I want a second emergency help button, for my spouse?
You can purchase additional emergency help buttons to work with your existing DirectAlert system. Please call 1-877-391-1767 for more information.
Do I have to sign a contract?
No. There is no contract and you may cancel your monitoring service at anytime.
If I press the emergency help button will I get charged?
No. Our alarm system is there for you and your loved ones 24 hours a day, 365 days a year. There are no hidden charges. Push your help button anytime you are in need. Our agents are always available to assist in any emergency situation.
Do private insurance companies cover the costs of the medical alert system?
It is always a good idea to ask your insurance company. Some of our subscribers are covered either through insurance or through local agencies that help those who cannot afford a medical alert system in Canada but need the security. In most cases, a portion of the cost is tax deductible, ask your tax professional for more details.
I live in a small town; can a DirectAlert be used here?
DirectAlert medical alert systems can be used anywhere in Canada. Our Mobile GPS+ unit is powered by Rogers. This unit can be used anywhere in Canada that cell service is available.
How do I order or obtain more information on DirectAlert medical alarm systems and 24h live monitoring services for the elderly or loved ones?
To order a DirectAlert medical alert system or receive additional information you can: Order Online, call customer service at 1-877-391-1767 or visit one of participating retailers nationwide.
If I am not in the same room as the main medical unit will the Emergency Response Agent hear me?

Our Classic and Fall detection units have a range of 600 to 1000Ft, which covers most typical apartments. If you are concerned, please perform a test in different areas of your home.

Can my medical call button be worn in the shower or bath?
Yes. We recommend that you wear your help button in the shower or bath. Our wireless help buttons are water resistant up to 3 feet.
What if I press the panic button and am unable to communicate with the Emergency Response Agent?
If you signal for help and our emergency care team cannot hear you or get a clear answer from you, your call will be treated as an emergency and help will be dispatched.
How far is the range of the wireless call button?
The range of our wireless call buttons are up to 1000 feet from the base unit. If you are looking for more range please visit our Mobile unit.
Can I give my alarm system to another family member?
YES! If you are no longer using your DirectAlert medical alert system, you can give it to anyone. Simply call 1-877-391-1767 to transfer and reactivate the alarm system or personal emergency response system.
Can I use the Fall Detector if I have a Pace Maker?
DirectAlert units should be safe to use with most medical devices such as pacemakers. However, clients should check with their medical professional or medical device manufacturer to ensure compatibility and avoid taking any unnecessary risks.
Do I need to test my unit?
We recommend testing your unit monthly by pressing the emergency response button. Inform the responding Emergency Response Agent that you are testing your unit. If, for some reason, your unit is not functioning, please call 1-877-391-1767 and speak with our customer service team.
How do I cancel my service?
You can cancel your DirectAlert service at any time with no notice period. Simply call us or send us an email requesting cancellation.

Not sure which solution is right for you?

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Have questions? We're here for you. Call us at 1-877-391-1767 or drop us an email using our handy form.

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