mCareWatch FAQ

Frequently Asked Questions about mCareWatch and our Products

GENERAL

What is ConnectiveCARE platform? ConnectiveCARE is our one stop, multi-purpose digital healthcare web platform that supports the safety, health and wellbeing of all Australians – both individuals and organisations. The ConnectiveCARE platform is accessible via our website ‘Login’ section and allows the carers, family and service providers to connect with the wearable device via their computer, laptop or tablet. When you purchase a device, you will be provided with a Username and Password to login to the Platform and be able to do the following: add wearer’s contact details, view battery life, location tracking report over set time period (4 hours), view SOS Location report, setup reminder alarms for the wearer, view activity reports and setup a geo-fence perimeter area and be alerted when the watch exits the geo-fence.

Does the mCareWatch work outside my home? Yes , the mCareWatch works anywhere and anytime you have mobile phone coverage. Unlike traditional emergency pendants that are connected to a telephone line and base station, the watch works just like a mobile phone and can make emergency calls by simply pressing the SOS red emergency button.

What are the colours options for the mCareWatch? The mCareWatch is available in black and white.

If the watch has no mobile coverage, can it still track and report GPS location? No, the watch must have mobile coverage to operate properly. The mobile coverage is required to communicate and send data from the watch to our platform.

Who can call the watch and how does the wearer answer an incoming call? Anyone who has access to the watch’s mobile number will be able to call the watch (just like a normal mobile phone). When the watch’s mobile number is called, the watch will ring and the wearer will need to touch the green handset on the watch screen to answer the call.

Do you need a SIM card for the mCareWatch? Yes, without the SIM card, the watch will simply tell the time. The SIM card is required for the SOS emergency voice calls and the data is need to communicate with our platform.

Do I need to use the Mobile APP and the ConnectiveCARE platform and what is the difference? They essentially do the same thing. The mobile APP and the platform will enable you to connect to the watch, track the location, update SOS contacts, setup reminders and more. The mobile APP is for anyone who is out and about and unable to log into their laptop/tablet at home.

Will my contact details (email and mobile phone) be used for other purposes other than communication with mCareWatch? Please refer to our Privacy Policy on our website. We will not use your contact details other than to communicate with you directly.

Is my personal information secure? Yes all your personal information is secure. Your personal will not be disclosed to any other person, body or agency unless:

  • You give us permission
  • It is authorised or required by law
  • It meets one of the other exceptions in the Australian Privacy Principles

Is it safe to wear the mCareWatch on the wrist? The mCareWatch has passed all tests and meets all Australian standards in relation to the Australian Communications and Media Authority (ACMA) standards under the Radiocommunications Act 1992 and the Telecommunications Act 1997.

POST PURCHASE

Will the mCareWatch work overseas? Yes the mCareWatch will work overseas however, you will need to let us know at least four (4) weeks prior to departure. If you are using the Telstra pre-paid Option 1  SIM card, you will need to notify Telstra and activate global roaming to make, receive calls and send data. Additional charges apply and call charges will be charged at international global roaming rates.

How long does it take from ordering and payment to receiving the mCareWatch? Once payment has been received and if you live on the Australian Eastern seaboard you will receive the watch device within five (5) to ten (10) business days and up to ten (10) business days for deliveries to WA, SA and NT. An express delivery service can be organised for any deliveries within 5 working days for an additional fee.

Can I have the mCareWatch delivered to another address other than my own? Yes, when payment is being processed you will be asked to confirm delivery address for the Watch device.

What do I need to program and set up on the mCareWatch before it is ready for use? The mCareWatch will be set-up and pre-programmed and ready for use when it arrives. All three (3) SOS auto-speed-dial carer numbers are programmed by us prior to delivery. Carers will be able to change and update the pre-programmed contact numbers anytime via the Mobile APP or the ConnectiveCARE platform.

Who is responsible for Repairing faults and maintenance? mCareWatch are responsible for all faults and maintenance of the mCareWatch during the first twelve (12) months. Please note the mCareWatch is not waterproof and cannot be worn in the shower, bath or while swimming.

What does my SIM card Data Plan include and what are my responsibilities? For the Telstra Pre-Paid Self Manage Plan, you will need to activate the SIM card and add credit with voice and data. For the mCareWatch SIM card on Self Manage or Monitoring Service Plans, the SIM card inserted into the watch includes limited emergency voice calls and data. The SIM card plan includes six (10) minutes of national voice calls for emergencies and 10MB data each month. Additional charges apply if you exceed these thresholds per month. If you exceed the six (10) minutes of national voice calls per month you will be charged $1.99 (inc GST) per minute for national voice calls and $2.80 (inc GST) per 500KB of data.

What is your returns policy? If you experience any service problems with the device please call our office (1300 188 557) and we will endeavour to resolve the issue over the phone in the first instance. If however the device is found to be defective, we will replace the device within the first twelve (12) months at no cost to you. Please note that the twelve (12) month warranty does not include any damage caused by water, abuse, misuse, vandalism, attempted unauthorised repairs, faulty electrical or other causes other than by normal wear and tear. To replace the device you must first send the faulty mCareWatch in the original unit carton, including all items originally packaged with the device (re-charge USB cable and unit carton) to; mCareWatch Pty Ltd Suite 109, 46-50 Kent Rd Mascot NSW 2020 You must also include in the return package; an invoice number, your contact details (purchaser and watch receiver details), and a description of the problems and issues faced while using the mCareWatch. Please note that the return package delivery charge will need to be paid by you, however this charge will be credited to your nominated bank account upon receipt of the return package. Please allow for up to 7 business days for this refund to appear in your account. We recommend that you return the return package by registered post as we will not be responsible for the package that is not delivered to us.

PRE-PURCHASE

How are credit card payments processed? We use PayPal or Ezidebit as our online payment gateway. You may also pay by calling our help line 1300188557 or via EFT and cheque. If you have any questions or need any assistance with your payment, please call 1300 188 557.

What details will appear on my credit card statement? The name displayed on your transaction credit card statement will be ‘MCAREWATCH’.

Are there any hidden costs? No. You will be informed exactly how much you need to pay including the one off activation fee.

What is the Warranty on the mCareWatch? The warranty available is twelve (12) months from the date of receipt of the watch.

How much is the delivery fee? All Plans have a shipping fee of $15.00 for purchases within Australia. If you require express delivery within Australia a flat fee of $20.00 per package applies (1 x mCareWatch per package). International orders have a delivery fee of AUD $49.00.

How will it be delivered? We use Australia Post to deliver every order within Australia

MCAREWATCH PRODUCT DETAILS

What is included in the Telstra pre-paid SIM on ‘Self Manage’ Plan? When you purchase the  mCareWatch you must select a Service Plan which will allow the watch to be operational. There are three Service Plans available: either the ‘Telstra Pre-Paid SIM on Self Manage Plan, add the mCareWatch SIM card on ‘Self Manage’ Plan or the mCareWatch SIM card on Monitoring Service Plan. The Telstra pre-paid SIM card on ‘Self Manage’ Plan includes the mCareWatch SMW16 device and the following:

  • Telstra pre-paid sim card with mobile number, pre-intsalled in the watch (you will need to activate sim card with Telstra and add credit for voice calls and data each month
  • Access to the carer’s mobile app (iPhone and Android) and the ConnectiveCARE platform for up to 5 carers and family members for 12 months
  • After the first 12 months you can renew the access to the mobile app and ConnectiveCARE for a further 12 months for $119 or pay a monthly fee of $12.

What is included in the mCareWatch SIM card on ‘Self Manage’ Plan? When you purchase the mCareWatch you must select a Service Plan which will allow the watch to be operational. The mCareWatch SIM card on ‘Self Manage’ Plan includes the mCareWatch device and the following:

  • Pre-installed and activated sim card with mobile number
  • 10 minutes of national emergency outgoing voice calls per month
  • Unlimited incoming calls per month
  • 10 MB of location data each month (watch communicating with mobile app and portal)
  • Access to the carer’s mobile app (iPhone and Android) and ConnectiveCARE platform for up to 5 carers and family members
  • All emergency calls from the device are answered by family and friends (3 pre-set contacts)

What is the difference between the mCareWatch SIM card Self Manage Plan and the mCareWatch SIM card on Monitoring Service Plan? These two plans are identical with the only difference being that the Monitoring Service Plan also includes all emergency calls being answered by our 24/7 Monitoring Service. The mCareWatch SIM card on ‘Self Manage’ Plan has all emergency calls from the watch being answered by friends, family or carer’s of the watch wearer. The Monitoring Service Plan means the emergency call from the watch will be answered by our 24/7 monitoring service.

Can I buy the mCareWatch and add my own SIM card? No you must use either the Telstra pre-paid SIM card that we pre-intsall in the watch or the mCareWatch SIM card.

What is the difference between selecting the Pay Monthly, 6 Months and 12 Months Payment service plans? The only difference is the price you pay for each plan. The Monthly Plan is paid month to month and you pay as you go. The 6 Months Plan is discounted price (off the normal monthly price), paid upfront for the 6 months access, while the 12 Months Plan is a 20% discounted price (off the price of the Monthly) paid upfront for the 12 months access.

Can I change the Service Plan from Self Manage to Monitoring Service Plan after I purchase the watch? Yes you can change the Service Plan at any time by contacting mCareWatch (tel: 1300188557 or email: help@mcarewatch.com.au) and advising us of your decision to upgrade or downgrade your service plan.

If I purchase the 6 or 12 Months Upfront access plan and my father moves into palliative care can I cancel the service and receive a refund? All purchases are final and no refund will be given for unused portions of your service subscription plan.

If I buy the 6 Months Upfront Plan, what happens after the 6 Months expires? All three Subscription Plans (Paid Monthly/Paid 6 Pre-Paid Month Upfront or Paid 12 Months Pre-Paid) will automatically renew based on your initial term you selected. Your Service Subscription Plan will continue for the length of the initial term you select on your plan and at the end of your pre-paid subscription service plan, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal by calling is at 1300188557.

Can I change the Service Subscription Plan from Paying Monthly to paying 12 Months Pre-Paid? Yes you can change the Service Plan at any time by contacting mCareWatch (tel: 1300188557 or email: help@mcarewatch.com.au) and advising us of your decision to upgrade or downgrade your service plan.

What happens after the 6 Months or 12 Months period if I purchase the 6 Months or 12 Months Plans? The subscription plans will auto-renew for a further 6 Months after the first 6 Months period ends and for a further 12 Months when the 12 Months Plan expires. Plans can be cancelled anytime and will not renew upon receipt of a cancellation notice one (1) month prior to the expiration of that plan, however no refunds will be issued if cancelled prior to the end of the 6 Months (Bi-Annual) or 12 Months (Annual) subscription plan terms

What are the payment options do you have available? You can pay via the following methods:

  • PayPal or Ezidebit (via your credit card)
  • Call us on 1300188557 and we can take your order over the phone
  • EFT: pay by transferring funds directly into our bank account
  • Cheque

NOTE: we do not accept American Express cards.

What is the size of the watch? The mCareWatch is lightweight and easy-to-wear. It weighs only 53 grams and the watch dimensions are 45mm x 45mm. The watch band width is 22mm and watch width is 15mm.

What is the battery life and how often does the watch need to be recharged? The standby time for the battery is 72 hours. The battery will last between 1 to 2 days depending on what features are activated and usage of the watch. If the geo-fence feature and GPS tracking is switched on the battery will last between 12 – 24 hours.

How do you recharge the watch battery and how long does it take to fully charge? The watch comes with an easy-fit magnetic recharging cradle which takes between 2 to 2.5 hours to recharge.

How does the wearer call out from the watch? For the mCareWatch SIM card on Self Manage and Monitoring Service Plan options, the outgoing voice calls should be used for the SOS emergency calls from the watch.

How does the wearer activate the SOS emergency call? The wearer can either press and hold down the red SOS button on the watch for 3 seconds or when the watch face is displayed, press the red SOS button on the watch screen for 3 seconds.

What happens when the SOS emergency call is triggered by the wearer? The watch will automatically call the first pre-set contact number on the watch. If the first SOS contact answers the emergency call, the watch will open up the loud speaker and the watch wearer will be able to talk to the first SOS contact. If the first SOS contact does not answer their phone, the watch will stop and call the second pre-set SOS contact and so forth until the SOS emergency call is answered.

What happens if the SOS call is made and it reaches voice mail? We have a voice mail feature which can be activated and all SOS pre-set contacts will need to acknowledge that they have received the SOS call by pressing ‘1’ on their phone’s handset. If the SOS contact does not press ‘1’ on their phones, the watch will stop the call and call the next SOS pre-set contact number.

Is it difficult to use the mCareWatch? The mCareWatch is very easy to use for the wearer. All they will need to do is wear it on their wrist like any other watch and remember to press the SOS red button in an emergency situation. If the watch rings – all they need to do is touch the green handset on the watch screen to answer.

What are the colours options for the SOS Mobile Watch? The SOS Mobile Watch is available in black and white.

Do I need to use the Mobile APP? The Mobile APP will be required for carers, family and friends that would like to connect with the watch. When you download the mCareWatch Mobile APP (iOS and Google Play), you will be able to add and update the SOS emergency contact numbers, view the battery life remaining on the watch, view location of the watch, setup customised reminder alarms for the watch wearer (medication), call the watch and setup geo-fence perimeter area and be alerted when the watch exits the geo-fence setup.

How do I download the Mobile APP The Mobile APP is available to download FREE via the APP Store for iPhone and via Google Play Store for Android smartphones by searching ‘mCareWatch’. Carers can connect with the mCareWatch by simply downloading the mobile app on their smartphones.