Frequently Asked Questions

For App Users

A word you have chosen during the sign-up process that is used to verify your identity when speaking to the Response Centre.

So that the Response Centre can verify your identity to resolve an alert or provide information about an active alert if you are an organisation’s escalation contact.

The app needs to use your location services whenever you activate an alert or miss a welfare timer check-in. This is so the Response Centre can see where you are if you need help.

No. Your location is only sent to our Response Centre when you activate a safety or medical alert, or your Welfare Timer runs overdue.

No. This is not accessible to employers therefore can’t be used as a spying tool. We only receive your location details in the Response Centre when you activate an alert, or your Welfare Timer runs overdue.

It’s a countdown timer that asks you to check in after the time has elapsed. If you miss the check in it goes into alert where our Response Centre will give you a call to check on your welfare or send help if required.

It’s best to use the Welfare Timer when you’re working alone, remotely, or even attending appointments with clients or patients. Set your exact location (even the floor or room number) and how long you’re there for. That way, if you miss a check in, your location is then sent to the Response Centre to give you the help you need, 24/7.

Watch: How to Set a Welfare Timer.

It activates a safety alert from the app by shaking your phone. You can use this only when a Welfare Timer is running to quickly trigger an alert if you need help without unlocking your phone to get to the app.

Watch: How to use the Safety Shake Feature.

Yes, through the app settings menu, go into Shake Detection and change the settings. You can also test it in here to make sure it’s not set too low and at risk of triggering false alarms.

We have phased out the use of app codes. To log into the app, you will need to create a password. To do this click on the “Forgot Password?” link on the app or on the Portal and follow the prompts to set a new password.

If you change phones and mobile number, you will need to contact your organisation’s WSG Administrator to create a new device with this number. You will then be able to login with your username and password. Ensure that you also update your number in your personal details via the Portal with your app log in details.

This is only ever used if you have an emergency and we need to send emergency services out to you. The more accurate a description we have the easier it is to find you. This information is stored securely to maintain your privacy and is only accessible during an alert to our Response Centre.

To make updates to your personal details, login into the Management Portal with the username and password that you use to log in to your app. You will be able to update your voice code, make changes to your details and update your password.

Yes, on iPhones you can configure your own voice commands with Siri (watch how to here). Contact our support team on 1300 265 151 for more information.

Yes, we have an integrated Bluetooth button that comes with a clip that can be worn on your clothing. This connects to the WSG app and can be used to activate a safety alert and (optionally) to interact with welfare timers.

You can activate alerts using Voice Commands (Siri) or using our integrated Bluetooth button which has an extended long-range Bluetooth connection. Contact our Support team on 1300 265 151 for more information.

No. For security reasons, once an alert has been activated it is sent to the Response Centre to action and the app is locked. To resolve an alert, you can call their direct line: 08 8394 4050 and quote your voice code.

Timers are able to be actioned through the lock screen (iOS only), some smart watches, through voice commands or via the integrated Bluetooth button, to ensure that each user has an easy way of interacting with the timers.

For Employers / Managers

Yes, we provide a centralised Management Portal where you can manage your teams of users, escalation contacts and generate reports.

Yes, we have a centralised Management Portal. This Portal is used for onboarding/offboarding app users, managing teams, reporting and allows app users to login and update their personal details.

Our support team can provide training one on one or in small groups as best suits your business. Give us a call on 1300 265 151 or send us an email at [email protected] to organise a suitable training.

The people who are nominated in your organisation for one or more app users in emergencies. If an app user activates an alert and they can’t be contacted our Response Centre will call the escalation contacts to find out their best course of action.

Yes, it is advisable to have more than one point of contact during an active alert. WSG would recommend up to three escalation contacts per app user. An escalation contact can be assigned to multiple teams and app users.

The price of the app is dependent on the number of users. To learn more about the pricing structure and the included features, please click here.

Yes, if your organisation has approved this. Your organisation will either designate organisation contacts after-hours or allow you to choose personal contacts who will be contacted first in an emergency.

A plan to be followed by the Response Centre when an app user activates an alert. This is usually tailored to the individual organisation’s requirements such as when to contact escalations, emergency services and/or private security patrol, and forms part of the agreement with WorkSafe Guardian.

No. This is a simple and automated process and can be completed in minutes. Once the user is added to the system, they are automatically emailed their sign-up form and training information will be sent once the form has been completed. For larger organisations, automated bulk upload of app users is also available on request.

Yes, we offer a 14 day no obligation free trial so you can use the app for yourself, experience the response time and use all of the features. This is a live trial so you can speak with our Response Centre when testing the app for call back service only. We can also offer a team our full response trial if required that could contain escalation contacts, emergency services or private security patrol response where necessary. Please contact our WSG Support team on 1300 265 151 to discuss.

If a user changes phone and their mobile number is different, you will need to remove the old device and create a new device with the new number, as you will be charged per the number of devices. The user will then be able to sign into the app as normal with their email address and password. Ensure that the user also updates their number in their personal details on the portal.

Didn't find the answer you were looking for?

If you still have a question regarding the WorkSafe Guardian system contact WSG’s local Customer Support team for further assistance.

We operate to the highest standards of quality customer service, training and ongoing support