Q.
Who is Reliance Protectron Security Services?

A.
Now, combined with VOXCOM Security Systems, Reliance Protectron Security Services is one of Canada's largest security monitoring and installation companies. We have over 1000 qualified professionals, agents and dealers who specialize in the selling, installing, servicing and monitoring of electronic security systems for 340,000 homes and businesses across Canada.

Reliance Protectron and VOXCOM have been protecting Canadian homes and businesses since 1988 and 1989, respectively. In 2007, these two successful companies came together to form Reliance Protectron Security Services. Reliance Protectron is part of the Reliance Comfort Limited Partnership’s family of products and services. Together, our focus is to provide the right products and services to help you manage your home in a worry-free, cost-effective, and energy efficient manner.

Reliance Protectron provides service across Canada. It operates 5 monitoring centres located in Vancouver, Edmonton, Ottawa, Montreal, Quebec City, and 3 customer service centres located in Edmonton, Ottawa and Montreal. We offer residential and business security products and services nationally through corporate sales, authorized dealers and agents.

Q.
Is anything else changing besides the VOXCOM name?

A.
The alignment between VOXCOM and Reliance Protectron has been going on for over a year and during this time we have been able to provide improved levels of service to our customers. The alignment has only strengthened our ability to deliver better quality products and services with no negative impacts to customers.

VOXCOM and Reliance Protectron share the same corporate values and both are focused on saving lives and protecting property so that our customers can live life... without worry!

Together, we are a larger company with greater resources that combine new and old faces. We have one focus in mind that this is to provide the best possible service to our customers.

Our hours of operation remain the same and we will continue to operate in the same markets across Canada.

Q.
Who will be answering my calls now?

A.
When you call customer service, you will speak with one of our customer service agents located in Edmonton, Montreal, or Ottawa. All of our agents have been trained and will be able to answer your questions regardless of where they sit or the language you speak.

Using the latest technology and expanding our call centre operations will allow us to serve you better and will likely result in reduced wait times.

Q.
Where will I be monitored and who is going to call the police or other emergency services in the event of an alarm?

A.
Reliance Protectron has 5 monitoring centres across the country. These monitoring centres are interlinked, creating one virtual monitoring centre. This results in greater coverage and monitoring for our customers.

Our operators and staff in the monitoring centres receive extensive training to ensure that they can respond effectively and efficiently to emergency alarm situations and medical emergencies.

Q.
Will my current security system still work the same way?

A.
Yes, absolutely.  No change or reprogramming is required. All of your current system services will remain intact and your system will continue to be monitored by our state-of-the-art monitoring centres. Our national network shares the same operating software and is linked together by a secure and dedicated communication connection.

Strategically located across Canada, each centre can act as a backup in the event of a disaster anywhere in the country (ice storm, flooding, major power outages, etc.). That’s why we can guarantee uninterrupted service at all times.

Also, if for any reason there is an overflow of alarm signals coming to one monitoring centre, other monitoring centres can take over and reduce delays in response times. When it comes to saving lives, each second counts.

Our ULC-listed (Underwriters’ Laboratories of Canada) monitoring centres are among the most effective security facilities in North America. Ready for any circumstance, our centres are on stand-by to ensure your protection 24 hours a day.

Q.
Is anything changing with the way the monitoring centre will proceed with alarm verification or emergency dispatch?

A.
No, nothing is changing. The same emergency contact list will be used in case of an alarm and all procedures are remaining the same with regards to alarm verification, cancellation or notification.

Q.
Is the contract I signed with VOXCOM still valid?

A.
Absolutely, all contracts will be honoured and terms and conditions remain intact.

Q.
Will I need to change my lawn sign and decals?

A.
Your current VOXCOM lawn signs and decals are fine and the information on those items (phone numbers, website address) will continue to be active.

More information on lawn sign and decal replacement will be made available in the coming months and will be communicated to customers through our website and customer e-newsletter.

Q.
Do I still call the same numbers for customer service (1 800 387-2966) and the monitoring centre (1 800 661-3631)?

A.
Our phone numbers will continue to be active. Customers can rest assured that they can reach us through all our existing toll free and local numbers. Also, our hours of operation remain the same and we will continue to operate in the same markets across Canada.

Q.
What impact will the change to Reliance Protectron Security Services have on my billing as a pre-authorized payment (PAP) customer?

Q.
What impact will the change to Reliance Protectron Security Services have on my billing as an invoice customer?

A.
As an invoice customer, there are a number of important changes that you should be aware of. These include:

VOXCOM INVOICE

• Your new invoice will be branded Reliance Protectron and have a new fresh look.
• If you pay by cheque, they should now be remitted to our Montreal office. Return envelopes will reflect the new address. Cheques should be made payable to: Reliance Protectron.
• If you pay through online banking, you must set up PROTECTRON as a payee on your payee list. Also, be sure to use your new electronic payment number when setting this up.

LIFECALL INVOICE

• Your new invoice will continue to be branded LifeCall, but have a new fresh look.
• If you pay by cheque, they should now be remitted to our Montreal office. Return envelopes will reflect the new address. Cheques should be made payable to: LifeCall.
• If you pay through online banking, you must set up LIFECALL as a payee on your payee list. Also, be sure to use your new electronic payment number when setting this up.

ARM INVOICE

• Your new invoice will be branded Security 24 and have a new fresh look.
• If you pay by cheque, they should now be remitted to our Montreal office. Return envelopes will reflect the new address. Cheques should be made payable to: Security 24.
• If you pay through online banking, you must set up SECURITY 24 as a payee on your payee list. Also, be sure to use your new electronic payment number when setting this up.

Q.
Can I still come to a VOXCOM office to pay my bill?

A.
Yes, customers are welcome to drop by our offices to pay their bills; however, we encourage all our customers to set up Pre-Authorized Payment for their convenience. PAP is also a good environmental choice since it helps to save trees and reduce waste.