A common misconception is that the monitoring station receives a signal and immediately dispatches the police. Every time that we have conducted tours and demonstrated the steps that we have taken in order to avoid a dispatch, the police and dispatching people are always impressed and surprised.

The monitoring station is the recipient of the bill for the dispatch. We are acting on behalf of Mr. and Mrs. Homeowner or Business owner. In that capacity we are acting according to their instructions. It is unfair that the monitoring station receive the bill. What happens if the client does not pay? Well the police will not respond to any of the alarm dispatches — essentially holding the monitoring station hostage. Or how about a third party monitoring station where the monitoring station does not even own those systems and is providing the service on behalf of another alarm company?

The threat of suspension is very strong, acts as a deterrent and encourages repairs to be done. Often large companies have in their budget an “allowable” number of false alarms and the associated costs. This erodes response, endangers the public and officers alike and lets those who can afford it continue to enjoy response.
I have always found the associated decrease of alarm dispatches to be an intriguing number. Simply, many companies won’t register their clients and migrate to alternative response. The private sector has shown tremendous price and service delivery resiliency when compared to the public sector. I wonder what the difference in numbers is, and how this reflects on this reality? Of course, there are those clients who will simply opt out completely, or will rely on someone on their contact list to respond.

I don’t know if industry regulation will impact false dispatches, but I can tell you what will. It starts with the sales process and the proper application of technology to different environments. It continues with purchasing quality equipment: detection devices, panels, batteries and peripherals, and equipment that is user-friendly and intuitive. It goes on with training and client acceptance. A quality monitoring station will take the time and care to look after the client properly, and  will report and communicate problems and issues and move the information forward. It speaks to a corporate culture where we are partners in life and property protection.

Ivan Spector is president of Sentinel Alarm in Montreal, QC., national past-president of CANASA and a member of the Central Station Alarm Association’s board of directors.