Hardware
What is GPS?
GPS (Global Positioning System) is a system of 24 satellites orbiting the Earth developed to position accurately any GPS receiver anywhere in the world. The CarCom receiver unit in your vehicle communicates with this system every second to determine its exact location which is stored in the unit's memory.
Where is the Antenna?
The GSM & GPS antenna is mounted covertly in the vehicle.
What is GSM?
GSM (Global System for Mobile communication) is the mobile phone system adopted by over 200 countries around the world. The CarCom unit in the vehicle uses the mobile phone network to communicate the vehicle's position (taken from the GPS) to the CarCom Assistance centre. It does this silently, so there is no indication to a potential thief that the system is operating.
Purchasing CarCom Where can I buy CarCom?
CarCom can be purchased by contacting CarCom directly on 1300 227266 (1300 CARCOM) and speaking with a member of the CarCom team. In addition, the CarCom brochure is available on this website. To download a copy of the CarCom Sales brochure please click here How much will it cost?
Please contact CarCom to discuss pricing.
back to top
CarCom Technology
Will CarCom always work?
CarCom is restricted only by the limitations of the mobile phone network. Utilising Telstra's GSM network, CarCom is available across 95% of the Australian population. Will CarCom interfere with any other systems in my vehicle?
The CarCom system will be connected to your vehicles' alarm system, but should not affect the operation of any other aspects of your vehicle. If you are concerned that CarCom is interfering with the normal operation of your vehicle, please contact the CarCom Assistance Centre. Click here to view Telstra's coverage maps.
What are some of the limitations to the system?
CarCom is limited by the operations of the GPS system and mobile phone network. As with all mobile phone technology, if you are outside of the range of the mobile phone network, the system will wait until you re-enter the coverage area. In addition the CarCom services and CarCom system are dependent on the GPS satellites and are subject to the limitations of that technology.
Does CarCom work outside of Australia?
CarCom services are currently only available in mainland Australia.
How do I access Roadside Assistance?
To access Roadside Assistance services, press the Assistance button on your CarCom Button Pad. Please access the flash demonstration file in the Services section of this website.
back to top
Will I be able request my vehicle to be remotely unlocked if it has been left standing for a long time?
If your vehicle has been left standing for a long period of time and has put itself in to 'deep sleep mode' the Operator will advise you that a remote unlock is not possible. Under these circumstances, the Operator will offer to connect you to your nominated Roadside Assistance Provider.
Can I use the CarCom whilst the system is in Service Mode?
All services except for the Assistance button are disabled when in Service Mode including SOS.
What do the lights on the button pad mean?
The backlights (red and blue) are there to help you when driving at night. They help to identify the buttons on the pad and therefore make access to the CarCom services easier.
How long can I leave my vehicle parked before the battery goes flat?
This varies from vehicle to vehicle, and is also dependent on the battery in your vehicle. However, the CarCom unit installed in your vehicle will monitor the power in the vehicle's battery and, if it detects that the power is starting to run low, will automatically send a message to your nominated mobile phone alerting you. Following this the CarCom unit will switch itself to deep sleep mode, which reduces the electrical draw from the vehicle's main battery. If the vehicle battery should run flat, the CarCom unit has a back-up battery which will power the CarCom unit for approximately eight hours so that it is still protected.
Will the unit still work if my vehicle's battery gets disconnected?
Yes, the CarCom system has battery back up which means it can power itself should the car battery become disconnected.
If my vehicle's battery goes flat, will my vehicle be monitored?
Yes. CarCom has a back-up battery in case the vehicle battery runs flat. The back-up battery lasts for approximately eight hours.
What is the Back-Up Battery?
The backup battery provides an alternate power source to the CarCom unit in the event of flattening or removal of the car battery. In normal operation, the backup battery is recharged through the vehicle's electrical system. The backup battery will normally provide approximately 8 hours of continuous operation of CarCom.
What 'life expectancy' does the back-up battery have?
CarCom is able to monitor the charge of the back-up battery, and will notify customers when it requires servicing or replacement.
My car was broken into - Why didn't the contact centre receive an alert?
The CarCom Assistance Centre will receive an alert only when the vehicle's alarm is triggered - if the security alarm was not triggered, an alert will not be received, for example in the instance of where the keys and the vehicle have been stolen.
Will my CarCom unit monitor my vehicle for alerts when my vehicle is in deep sleep mode?
Yes - Your vehicle's alarm being activated or the vehicle's battery being tampered with will wake up your CarCom unit.
How long do I have to disarm the security system on my vehicle before an alert is triggered at the CarCom Assistance Centre?
20 seconds.
How long after I disconnect the battery will an alert be sent to the CarCom Assistance Centre?
3 minutes.
I am interested in CarCom - but I don't have central locking or a security alarm system. Can I still benefit from CarCom?
Yes. CarCom approved Installers can fit a security system or central locking upgrade to the vehicle (at an additional cost).
What if someone cuts the cables to the unit?
If the wires are cut and battery tamper alert will be received at the CarCom Assistance Centre where tracking and recovery procedures will be initiated.
Can the CarCom unit be de-installed/reinstalled?
The CarCom unit can be moved when a subscriber changes vehicles, albeit different vehicles may require the fitment of alarm modules.
How will I know if my CarCom system is working?
The indicator lights on the Button Pad give you system status information. If you believe that your CarCom system is not working properly, please contact the CarCom Assistance Centre.
Competitor Differentiations Is there a difference between CarCom and other tracking systems?
Yes, some homing device systems are only 'switched on' for the purpose of locating a stolen vehicle. This indicates the approximate location of the vehicle, but only when it comes into range of a Police vehicle. However, the CarCom system uses GPS to pinpoint the exact position of a vehicle at street level - whether moving or stationary. It requires no Police resources to do this. What benefits does CarCom offer over other systems on the market?
CarCom offers 24 hour monitoring and operates using the Telstra mobile phone network which covers 95% of the population. The CarCom system comprises of satellite tracking and mobile phone technology to provide services and is backed by Intelematics Australia one of the market leaders in vehicle security and passenger safety systems.
How does the hardware/technology used for CarCom compare to the original CarCom system you sold 5 years ago?
The latest iteration of CarCom has been designed with the help of current CarCom customers and the technology is completely new following the desire for improved power usage and a more elegant button pad. The new CarCom Button Pad was short-listed in the Australian Design Awards 2005 and received an Australian Design Mark. CarCom is also endorsed by RACV.
Has your timing for launch been affected by the recent administrative issues of one of your competitors?
Our plan was always to launch at the start of 2005.
back to top
What major changes have you made to the CarCom services?
The immobilisation of a vehicle with the ignition off, following a theft is supported, and we have bundled Private Security call-out in to the service package. Additionally, Low Battery Alerts are now sent directly to the customers' mobile phone.
With more companies appearing in the vehicle security market all of the time, how do you see yourselves staying competitive?
We will maintain a consistent approach of listening to customers' requirements and considering the needs of the market. As consumers become more telematics savvy, we will introduce more services and options to match the needs of the driver and passengers. We don't view ourselves as purely a vehicle security system company, we want to enhance the peace of mind of the driver/owner and offer safety services too to reflect that.
Installation Security
Will anyone know if a CarCom system is installed in my vehicle?
No - the system is installed in your vehicle covertly, meaning that it is not visible as it is installed within the body of the vehicle. CarCom uses trained technicians carry out any installation whilst your vehicle is parked in a secure location. The installer's vehicle is not liveried. How does CarCom get fitted to my vehicle?
You would need to make your vehicle available to a CarCom approved installer.
Who installs the hardware?
Please contact CarCom to discuss installation options in your area.
Can I install my CarCom unit myself?
No, the CarCom system must be installed by a CarCom approved installer to ensure that quality and warranty standards are met.
Vehicles Can I use CarCom for my motorbike/boat?
Currently we do not have facilities for CarCom to be available to motorbike or boat owners. However, we are continually developing products and services, so please check back on our website for new product information.
Can I use CarCom for my truck?
Yes, CarCom can be fitted to most vehicles however one of our CarCom accredited installers will be able to tell you if your vehicle is not suitable.
back to top
Privacy
Can you always see where my vehicle is?
As long as the vehicle is in GPS sight, and within mobile phone network coverage then we will be able to see where the vehicle currently is. If the vehicle is out of GPS sight for example if it is located in an underground car-park, we will be able to view the last known location of your vehicle and the time it entered the building. However, we will only do this if an alert is received at the CarCom Assistance Centre, or you contact us because you believe the vehicle may have been stolen. Who has access to my vehicle's data?
CarCom places great importance on your privacy and the personal information you entrust to us, therefore only those CarCom Assistance Centre Operators, or CarCom staff members who require access to such information in order to provide the CarCom services will have access to your vehicle's data.
Can I see where my vehicle is?
No, in order to keep your vehicle secure, location information is available only to those CarCom Assistance Centre Operators or CarCom staff members who require access to such information in order to provide the CarCom services.
Who will have access to the data in my CarCom unit?
The data and all records held about you or your car are covered by the Data Protection Act, so there is no automatic right for anybody to ask for it or for us to pass it on. When anyone calls to use the CarCom services on your vehicle, they will be asked a number of security questions to verify that they are an authorised user. Again, this is a further measure to ensure that your information is not passed on to third parties.
What if the Police or any other legal body want to Track a Vehicle (where tracking is not instigated by the Driver or Vehicle)?
In an unusual situation such as this, considerations would be made on the particular circumstances surrounding the request.
Are you able to provide me with my vehicle's location if I am not in the vehicle?
Due to Privacy issues, we are not allowed to give any location based information out unless we are confirming to a customer calling from their vehicle.
back to top
What if the system isn't working - am I covered for theft?
A subscriber is covered for failure of the IVU, only in accordance with the terms and conditions of the sales agreement with CarCom. If there is a failure of the IVU, it is highly probable that service cannot be provided.
Services
What are the services offered?
CarCom offers a range of vehicle security and personal safety services. The main security service we offer is 24 hour monitoring of your vehicle's alarm. This provides you with the added peace of mind of knowing that if an alarm is activated on your vehicle, we will be there to monitor, locate, track and help to recover the vehicle if it is stolen. We also provide an emergency response service if you find yourself or others close to you in an emergency situation. For the full list of services, please see the
Services section of this website.
Will you always be able to locate my vehicle?
Whilst the vehicle remains within the limits of the GPS sight and mobile phone network, we should always be able to locate your vehicle. If for any reason your vehicle goes outside of the range of the GPS system or mobile phone network, we will be able to locate your vehicle to the last known location - for example if the vehicle is driven into an underground car park, we will know what time that occured. And as soon as the car exits the car park, we will be able to continue tracking. In an emergency situation and a customer pushes the SOS button, and keeps pushing the button, what happens?
In the event of an emergency, pressing the SOS button once will connect you to the CarCom Assistance Centre. Holding the SOS button down or pressing repeatedly will not initiate any other action. How do the Police respond to an alert?
The Police will normally only be called to support the CarCom Assistance Centre when a personal duress button press is acted on or a suspected stolen vehicle requires intervention by the Police. Please note: the Police are the only agency who may authorise immobilisation of the vehicle.
I don't want a security patrol under any circumstances, can this be arranged?
Security Patrol call-out is an integral part of the services and is included in the annual subscription. Often the Security Patrol is the first port of call in a potential theft before we hand over to the Police, therefore it is an added benefit that we supply this service.
back to top
In the event of theft
What happens if my car gets stolen?
If we receive an alarm alert at the CarCom Assistance Centre, we will initiate tracking procedures which include locating the vehicle; attempting to contact and obtain validation from the occupant of the vehicle; attempting to contact the registered CarCom customer to determine authorised usage; and potentially contacting the Police. If a thief has stolen your keys and subsequently your car thus not activating an alarm, as soon as you report the theft to us we will initiate tracking procedures including attempting to contact and obtain validation from the occupant of the vehicle and determine authorised usage, and potentially contacting the Police.
How do I get my vehicle back if it is stolen?
The Police and CarCom require the key holder/owner of the vehicle to confirm it stolen before any action can be taken. One call to the CarCom Call Centre and your vehicle is usually located within minutes. With the CarCom system, we will of course have called you to alert you to a potential theft. CarCom will also liaise with the Police on your behalf once a crime number has been obtained to aid the quick and safe return of the vehicle.
Additional users/Change of vehicle Can my family or other users of my vehicle use the CarCom system?
Yes, but for security reasons, only those people authorised by you will be able to access all of the services. If you have special requirements please let us know. Can I list other driver names on my CarCom profile?
Yes. You will have the opportunity to list as many drivers as you would like. In order to obtain the CarCom services they must all have read the CarCom Terms & Conditions and know the system password.
Can they have their own password?
No. By having only one password per vehicle the response team can ensure that the vehicle's security remains as high as possible. By having only one system password, authorised usage can be determined more quickly.
Can I transfer the CarCom services to my new vehicle?
Yes. Once installed you simply need to return to an approved CarCom Technician, who will charge you for the transfer of the hardware. There will also be a small administration charge from CarCom, for amending our records and running our installation test procedures to ensure the equipment is operating correctly.
back to top
Insurance
Could I obtain an insurance discount if I have CarCom fitted to my vehicle?
CarCom is designed to comply with the requirements of insurers who insist on high-grade monitored systems in return for insurance benefits. Insurance companies may offer an insurance discount - however this is at the discretion of the insurance companies and may also be dependant on other factors such as vehicle type and address. For further information please contact your insurance company. Communication Information
Who is the mobile phone carrier for CarCom? Do I have a choice?
CarCom services are only provided through the Telstra mobile phone network.
Can you tell me the phone number of the CarCom unit in my vehicle?
For Privacy reasons the telephone number of a SIM provided expressly for the provision of telematics services cannot be disclosed, however access to CarCom systems can be provided to the Police in relation to an SOS, Stolen Vehicle or Vehicle Reported Stolen alert or situation.
What if someone rings the mobile number of the device?
CarCom will act as a normal phone and the driver is able to conduct a conversation with the caller. The mobile number of your CarCom unit will NOT be made public.
How do I hang up a call?
Simply press the "Assistance" or "I" button once. Or if you have activated the SOS facility, only the Operator can terminate the call. If you activate the SOS facility in error, please stay on the line and notify the Emergency Operator to allow them to confirm that the call was made in error.
What happens if my car is broken into or stolen when outside mobile phone range? Will the CarCom Assistance Centre receive an alert?
The alert is stored in the CarCom unit and will be sent to the CarCom Assistance Centre once the car is back in mobile phone range.
back to top
What is "Last Known" Location?
This is the vehicle's last reported location - the time is also given. In most instances, if a vehicle is unable to provide the current location, it will report the last known location. This will happen, for example, if current vehicle position is obstructed from the satellites' view.
