Buying advice

Changes resulting from the ministry's review won't happen until 2012 at the earliest. So if you're thinking about getting a medical alarm, check the contract carefully:

• Before you sign up, get the contract looked at by a family member or friend you trust.
• Don't be pushed into signing on the spot. Ask the salesperson to leave the contract with you while you think it over. If they refuse, don't do business with them.
• Pay particular attention to your cancellation rights. If you no longer need or want the service, you should be able to cancel by giving reasonable notice. A contract that requires more than 30 days’ notice isn't reasonable – less would be better.
• If you feel you're being pushed into a contract or have concerns about the supplier, contact the Ministry of Social Development. Suppliers who provide medical alarms to people receiving a disability allowance must comply with the ministry's code of professional conduct.

Merv Dacre, Senior Services Manager at the Ministry of Social Development, says the ministry will "thoroughly investigate and, if necessary, impose consequences" on suppliers who breach the code. "People who need medical alarms are vulnerable. It is abhorrent that providers would think it is okay to take advantage of them," he told us.

The industry body, Telecare Services Association of New Zealand (TSANZ), has also developed a complaints process. However, TSANZ only gets involved if the supplier is one of its members and you haven't been able to sort out the problem directly with that supplier.

We say

• We found wide variation in consumer contracts used by medical alarm suppliers. Some contracts include terms and conditions that we think are unfair.
• The Ministry of Social Development's review provides an opportunity to raise standards. We want to see fair contracts used by all suppliers. Companies that fail to do this should be removed from the ministry’s “approved supplier" list.