(a) 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. These instructions will specifically include all instructions necessary to turn the alarm system on and off, and to avoid false alarms.
(b) Upon the effective date of this chapter, alarm installation companies shall not program alarm systems so that they are capable of sending one plus duress alarms. The alarm installation company shall remove the one plus duress alarm feature from alarm systems whenever an alarm technician is at the alarm site or otherwise accessing the panel for reprogramming purposes.
(c) Upon the effective date of this chapter, alarm installation companies shall not install a device to activate a holdup alarm, which is a single action, nonrecessed button.
(d) Upon enactment of this chapter, the alarm installation companies shall use only SIA/ANSI control panel standard CP-01 listed alarm control panels on all new installations and panel replacements or upgrades.
(e) An alarm installation or monitoring company shall not use automatic voice dialers.
(f) After completion of the installation of an alarm system, an alarm installation company employee shall review with the alarm user a customer false alarm prevention checklist, or an equivalent checklist, approved by the alarm administrator.
(g) A monitoring company shall:
(1) Report alarm signals by using telephone numbers designated by the alarm administrator;
(2) Verify, by means of enhanced call verification, every alarm signal, except a duress or holdup alarm activation before initiating an alarm dispatch request;
(3) Communicate alarm dispatch requests in a manner and form determined by the alarm administrator;
(4) Communicate cancellations in a manner and form determined by the alarm administrator;
(5) Ensure that all alarm users of alarm systems equipped with a duress, holdup or panic alarm are given adequate training as to the proper use of the duress, holdup or panic alarm;
(6) Communicate any available information (north, south, front, back, floor and the like) about the location on all alarm signals related to the alarm dispatch request;
(7) Communicate nature of alarm (i.e., burglary, robbery, panic, duress, silent, audible, interior or perimeter);
(8) Maintain the names and telephone numbers of at least two individuals who are able and have agreed to:
A. Receive notification of an alarm system activation at any time;
B. Respond to the alarm site immediately; and
C. Upon request, can grant access to the alarm site and deactivate the alarm system if necessary.
(9) After an alarm dispatch request, promptly advise the law enforcement agency if the monitoring company knows that the alarm user or the responder is on the way to the alarm site;
(10) Attempt to contact the alarm user or responder within 24 hours via mail, fax, telephone or other electronic means when an alarm dispatch request is made; and
(11) Upon the effective date of this chapter, monitoring companies must maintain for a period of at least one year from the date of the alarm dispatch request, records relating to alarm dispatch requests. Records must include the name, address and telephone number of the alarm user, the alarm system zone(s) activated, the time of alarm dispatch request and evidence of an attempt to verify. The alarm administrator may request copies of these records for individually named alarm users. If the request is made within 60 days of an alarm dispatch request, the monitoring company shall furnish requested records within three business days of receiving the request. If the records are requested between 60 days to one year after an alarm dispatch request, the monitoring company shall furnish the requested records within 30 days of receiving the request.
(h) An alarm installation company and/or monitoring company that purchases alarm system accounts from another person shall notify the alarm administrator of the purchase and provide details as may be reasonably requested by the alarm administrator.
(i) Each alarm installation 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 the point of contact for the alarm administrator. The appointed individual must be knowledgeable of the general provisions of this chapter, 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.
(j) An alarm installation company and/or monitoring company shall provide the alarm administrator with customer information and any other information required to be kept pursuant to this chapter in a format acceptable to the alarm administrator, upon request, to assist the alarm administrator in his or her duties under this chapter after an alarm dispatch request has occurred.
(k) Alarm installation companies shall provide timely training and continuing education requirements, if applicable, for alarm company employees which would include training on false alarm prevention.
(Ord. 72-12, passed 9-4-2012)