Priority assistance & NBN compatibility

Note: the information on this page is under review for updates.

Consumers who use medical and security alarms should check to make sure they will continue to work when they switch to the National Broadband Network (NBN).

Medical and security fixed-line alarms

All services that use the traditional copper phone lines (i.e. your home phone and internet services) will be moved across to the NBN as it is rolled out around Australia.

Some personal medical (pendants) and home security alarms are monitored ‘back-to-base’ by an alarm company using the traditional copper phone lines.

Your alarm and the NBN

It is important to check whether your alarm will work on the NBN when your services are moved. This will depend on three factors:

  • the age and type of device
  • technology used by the alarm company
  • the telephone service supplied by your service provider.

Steps to take

Before signing up to an NBN service:

  1. Speak to your alarm supplier about whether your device will work on the NBN.
  2. Let your preferred phone and internet provider know that you have an alarm service.
  3. If your preferred phone and internet provider cannot support an alarm service, you may need to consider other options. This may include reviewing alternative phone and internet providers.
  4. Note that your alarm may require some modifications, possibly at a cost to you.

Available assistance

There are programs available to assist some users of medical alarms to migrate to the NBN:

NBN Co’s medical alarm register

If you have a medical alarm, we recommend that you add your relevant details to NBN Co’s register. NBN Co has established a register to help support people who have a medical alarm move to the NBN.

More information about the register can be found online or call: 1800 227 300. The register is designed so that friends and family can perform the registration process.

Department of Veterans Affairs

Contact the Department of Veterans Affairs if you have a medical alarm through its rehabilitation program.

Federal Government

The Federal Government will be offering a program to assist consumers with medical alarms who only receive phone services (rather than phone and internet).

Communications Alliance

The telecommunications industry body Communications Alliance is working with alarm providers, phone companies and government and regulatory agencies to prepare for the move of alarm services to the NBN.


The ACCC is monitoring the situation to see if any significant issues arise.

Find out when the NBN rolls out in your area

NBN - when do I get it?

More information

National Broadband Network (NBN)