Can you disarm alarm system when subscriber defaults?

Question:

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Ken,

    First, thanks for all you do for our industry.

    Now, question: If I have a residential or commercial customer that hasn't paid their monitoring bill, can I remote download the panel and change the program so they cannot arm their system any more, cause a trouble or put a note on the screen saying "call for service"? Anything that would make them contact me so I can get paid? I would never cause the system not to activate on panic, fire or 24 hour alarms, just cause an issue in a disarmed system? FYI: I do have it written in my contracts that "automatic" disconnect for non-payment can happen. Kinda like the phone company or utilities shutting you off for non-payment. What's your thoughts?

Thanks

Kelly Walker

Absolute Security, Fire & Design

Rogers, Arkansas

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Answer:

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    This issue comes up once in a while.  You are correct to look to your contract to see what rights it affords you.  My Standard Form Contracts would give you the right to remote reprogram and shut off services.  You do need to be careful however.  Here are some of the issues you may want to consider before taking unilateral action without notice to the subscriber.

          * who owns the system?  If it's the subscriber then you can't disarm the system for local alarm features.  If you are providing monitoring you can terminate that service and if the system permits you can put on the screen a notice that "monitoring service suspended" or "terminated until further notice". 

           *does your contract require some notice to the subscriber before you can suspend or terminate services?

           *does the local AHJ require some notice to subscribers before services can be suspended or terminated?

           *does the local AHJ require that it be notified before alarm services are terminated?

         *are life safety issues involved, such as fire or medical alert?

         *if system is intrusion or panic are you on notice that subscriber is under some immediate threat?

          *will suspension or termination drive a subscriber to a competitor to replace your service rather than cause the subscriber to reconcile with you?