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A. All alarm installation and/or monitoring companies shall ensure that an on-site inspection of the operating systems for the alarm system shall occur when requested by the Alarm Administrator.
B. The alarm installation company shall provide written and oral instructions to each of its alarm users in the proper use and operation of their alarm systems. Such instructions will specifically include all instructions necessary to turn the alarm system on and off and to prevent false alarms.
C. Alarm installation companies shall not program alarm systems so that they are capable of sending one-plus duress alarms.
D. Alarm installation companies shall not install a device to activate a hold-up alarm, which is a single action, non-recessed button.
E. Alarm installation companies shall, on new installations, use only alarm control panel(s) which meet SIA Control Panel Standard CP-01.
F. An alarm company shall not use automatic voice dialers which call 911 or the Police Department.
G. After completion of the installation of an alarm system, an alarm installation company employee shall review with the alarm user the customer false alarm prevention checklist established by department policy.
H. The monitoring company shall not make an alarm dispatch request of a law enforcement agency in response to a burglary alarm signal, excluding panic, duress, and hold-up signals, during the first seven (7) days following an alarm system installation. The Alarm Administrator may grant an alarm user's request for exemption from this waiting period based upon a determination that special circumstances substantiate the need for the exemption.
I. A monitoring company shall:
1. Report alarm activations or signals by using the telephone numbers designated by the Alarm Administrator;
2. Attempt to verify every burglar alarm signal prior to requesting a police dispatch by making at least two (2) phone calls to the responsible party or parties (enhanced call verification).
a. This procedure does not apply to panic, duress or hold-up signals;
3. Communicate alarm dispatch requests to the Eloy Police in a manner and form determined by the Alarm Administrator;
4. Communicate cancellations to the Eloy Police within three (3) minutes of request for dispatch and prior to the officer arriving on-scene, in a manner and form determined by the Alarm Administrator;
5. Ensure that all alarm users of alarm systems equipped with duress, hold-up or panic alarm(s) are given adequate training as to the proper use of the duress, hold-up or panic alarm(s).
a. Alarm system training should be provided to every alarm user and/or additional training provided in situations where the alarm user has established a high incident rate of false alarms resulting from unintentional or accidental activation;
6. Communicate any available information (north, south, front, back, floor, etc.) about the location on all alarm signals related to the alarm dispatch request;
7. Communicate type of alarm activation (silent or audible, interior or perimeter);
8. After an alarm dispatch request, promptly advise the Eloy Police if the monitoring company knows that the alarm user or the responder is on the way to the alarm site;
9. Attempt to contact the alarm user or responder within twenty four (24) hours via mail, fax, telephone or other electronic means when an alarm dispatch request is made; and
10. Upon effective date of this section 13-22 monitoring companies must maintain for a period of at least one year from the date of the alarm dispatch request, records relating to the alarm dispatch request.
a. Records must include the:
(1) Name, address and telephone number of the alarm user;
(2) Alarm system zone(s) activated;
(3) Time of alarm dispatch request; and
(4) Evidence of an attempt to verify.
b. The Alarm Administrator may request copies of such records for individually named alarm users as is afforded by the Arizona State legislation.
J. An alarm installation company and/or monitoring company that purchases alarm system accounts from another person shall notify the Alarm Administrator of such purchase and provide details as may be reasonably requested by the Alarm Administrator.
K. Each alarm installing company and alarm monitoring company must designate one individual as the alarm response manager (ARM) for the company who will manage alarm related issues and act as a point of contact for the Alarm Administrator. The appointed individual must be knowledgeable of the general provisions of this section 13-22, as well as have the knowledge and authority to deal with false alarm issues and respond to requests from the Alarm Administrator. The name, phone number, and email address of the designated ARM must be provided to the Alarm Administrator. (Ord. 17-871, 8-14-2017)