Grade One Monitoring is an independent, nationwide, security-based monitoring and electronic security business that provides comprehensive, highly professional

services to its clients in accordance with its Client Service Charter. This charter sets out the standards of service you can expect from us.

To Our Clients
In our dealings with you and your clients we will:

• treat you courteously and efficiently;
• provide clear, concise and accurate information;
• act with diligence, integrity and high ethical standards in responding to routine and emergency situations;
• respond promptly to requests for information;
• keep confidential any information given to us, and use it only for the purpose for which it was obtained.

Our goal is to form constructive, long term, professional and comprehensive relationships with our clients. We are determined to fulfill our responsibilities to the best of our collective abilities.

What we do
We provide security monitoring services on a wholesale basis to a wide range of bureau customers, usually other security companies who see advantages in outsourcing the monitoring function to a dedicated team of professionals.  We monitor security alarms, video images and other communications transmitted across a growing number of communication platforms, including:

• Dialler panels;
• Securitel;
• Polled GSM;
• DirectWireless GPRS Multipath;
• Permaconn GPRS;
• Internet.

As a service organisation, we will provide those services at any reasonable time, to suit the needs of an industry that operates 24 hours per day.  To that end, we will commission new alarms at any time, and assist technical staff to the best of our ability.  We will strive to incorporate new and innovative technologies.

What we expect from You
In order to provide an efficient service, there are certain things we need you to do.  These will ensure that the information we provide in the event of an emergency is accurate and up-to-date:

• Alarm transmission equipment should be maintained in good working order, minimising false signals;
• Service Work Orders raised at the request of your clients, or in response to equipment or database problems, should be attended to promptly, and cleared quickly;
• Client databases should be updated regularly, and as information changes, to ensure that keyholder lists and phone numbers are correct, and zone lists are updated;
• Technical staff should announce their attendance to install or repair systems by calling the control room on arrival;
• Our operators should be treated with courtesy.

Please contact us if you are not satisfied with any aspect of our service.