1. Purpose of this policy

    This Fair Usage Policy sets out how Delta Wellbeing expects customers to use our 24/7 monitoring and response service fairly and reasonably, including but not limited to the frequency of lifeline activations and requests for in-person response to your home. Its purpose is to ensure the service remains reliable and sustainable for all customers while preventing misuse or over-use that could affect service quality or incur disproportionate costs.

    2. What is “fair and reasonable use”?

    Fair and reasonable use means that the monitoring and response service is used primarily for its intended purpose: to support genuine personal wellbeing needs and emergency responses. This includes:

    • Genuine alarm activations where help is needed.
    • Routine test calls where necessary to confirm equipment and monitoring are working correctly (subject to section 4 below).

    Where excessive use may be linked to declining health, cognitive impairment, anxiety, loneliness, or safeguarding concerns, Delta Wellbeing will make the necessary referrals and review any restrictions wherever reasonably possible.

    3. Examples of unreasonable or excessive use

    Use of the service may be considered unreasonable or excessive if any of the following occur without good cause:

    • Repeated alarm activations without a genuine need for assistance.
    • Persistent unnecessary calls to the monitoring centre that use substantial monitoring time or resources, this includes intentionally and unnecessarily extending the length of your calls.
    • Multiple activations that are not backed by a clinical or wellbeing need.
    • Any pattern of use that, in our reasonable judgement, jeopardises the availability or quality of monitoring support for others.

    4. Routine testing and equipment checks

    We encourage monthly checks of any device to ensure correct functioning. However:

    • Routine tests should be scheduled monthly and kept brief.
    • Frequent or unscheduled testing that places significant demand on the monitoring centre may be treated as excessive use under this policy.

    5. How we monitor usage

    Delta Wellbeing regularly reviews call and activation data to assess patterns of use. We may consider:

    • Number of alarm activations.
    • Frequency and duration of calls to the monitoring centre.
    • Any patterns that suggest repeated unnecessary contact.

    All monitoring and assessment will be carried out fairly and reasonably. Decisions under this policy will be made by an authorised senior member of the Delta Wellbeing management team.

    6. What happens if use is deemed excessive

    If we reasonably consider usage to be excessive or outside reasonable parameters, we will take the following steps:

    1. Notification and advice
      We will contact the customer (or a nominated representative) in writing to explain the concerns and provide guidance on appropriate use.
    2. Support review
      We may suggest a review of the customer’s care plan or equipment set-up to address any underlying issues contributing to excessive use.
    3. Additional charges or service adjustment
      If, after notification, excessive use continues, we may:
      • Apply additional charges reasonably linked to the extra cost of support.
      • Propose an alternative service plan better suited to the customer’s needs.
      • In rare cases, suspend or cancel the service with at least 30 days’ written notice.

    7. What is not considered excessive

    Activation of the monitoring and response service in relation to genuine emergencies or wellbeing concerns is not considered excessive. We understand that health and support needs can vary, and our aim is to respond as needed in genuine cases. This policy does not restrict or limit the use of the service in emergency situations; customers should always activate their alarm if they believe they are at risk or require urgent assistance

    8. Questions or disputes

    If you have questions about this policy or any decision made under it, you can:

    • Contact us for an explanation.
    • Request a review or appeal of any determination relating to excessive use.

    Formal complaints will be handled in accordance with Delta Wellbeing’s Complaints Policy.

    9. Policy updates

    Delta Wellbeing may update this Fair Usage Policy from time to time. Any changes will be communicated in writing and will not apply retrospectively.