Frequently Asked Questions

Emergency ID Australia is 100% Australian owned and operated. Located in the Mid North Coast of NSW.

Emergency ID Australia logo is Trade Mark Registered ® with the Australian Government - IP Australia.

We are registered with the NSW Office of Fair Trading Business Registration No: BN98356011.

We are also registered and certified with Ausbuy and licensed to use their logo on products. We trade Australia-wide.

Emergency ID Australia's written material on products, training material, brochures, web site, and various media is protected by Copyright ©.

Emergency ID Australia is also registered with the Australian Taxation Office and our Australian Business Number is: 61 347676 593.

We provide the best possible products and best possible service Australia Wide. Feel free to contact us for further information.

You only need to become a member if you are purchasing our engraved range (not children's wrist bands, USBs or sports range). This is because with the engraved products, it is impossible to engrave all your person details, emergency contacts and medical information on the items. They have limited space. Therefore, we only engrave your membership number plus medical condition for quick reference. eg Diabetic/Penicillin/Warfarin etc.

Our 24 emergency number is already stamped into each item so emergency services can ring if you are unable to communicate detailed information to them. This is when we pass on all the information you have provided, (that you completed on your membership and order form).

Membership if FREE for the first year and then just $20 or less every year thereafter, which covers the cost of updating information yearly and having someone service our 24 hour emergency line. See our membership page for further details.

For the Non Membership Range ie Children's Wrist bands, USBs, wallet cards and Sports Safety range you DO NOT need to become a member as your emergency information and medical details are completed and updated yourself, therefore there is no need to have access to our 24 hour emergency line or have your emergency information stored on our data base.

No, your driver's licence only provides your name, address and date of birth. It does NOT give emergency and medical personnel names and phone numbers of who you want contacted, your medical history, your doctors details, allergies etc.

When our director/founder, Nicole Graham was in the NSW Police Force she often had to rely on people (eg accident victims), only having their driver's licence and would go around to the address listed; often to find no one home for hours. This caused much heartache for both the victim and their family.

If you or a family member were involved in an accident or medical incident, would appropriate emergency information be immediately on hand and available to emergency personnel? If the unfortunate were to happen you need your details passed onto medical and emergency personnel immediately and you want your loved ones notified.

No, this is a common myth and there were even false emails being circulated, claiming they were from the NSW Ambulance Service, but were in fact fraudulent. See NSW Ambulance media release on 17th January 2008 on their web site: www.ambulance.nsw.gov.au

ALSO, note that most modern phones have locks and passwords on them - therefore no information can be accessed without the pin code.

We have copied this advice for you, below:

ICE emails not from Ambulance.
There is an unauthorised email using the Ambulance Service of NSW name being sent around asking people to join the In Case of Emergency (ICE) campaign using their mobile phones. This email is not from the Ambulance Service of NSW. The Ambulance view on the ICE campaign is as follows:

The Ambulance Service has not launched any campaign supporting ICE (In Case of Emergency). Ambulance supports any method of contacting family in a critical medical emergency. Methods that can be used include information in diaries, wallets, drivers' licences, and mobile phones. The concept of ICE has merit and would be another source of information to assist with identification.

IT IS IMPORTANT TO NOTE: in cases involving more than one patient or a where a mobile phone has been borrowed from someone else, it may be difficult to confidently match personal belongings to any one individual. This may in turn lead to unnecessary distress. The Ambulance Service also advises that as with all stored personal information, individuals need to be mindful of confidentiality issues.

Emergency ID Australia understands your privacy and information you provide is of the utmost importance. In order for us to pass on important information that you provide us with, we need to store your information on our database. This database has a number of complex security features and can only be accessed by limited staff and only ever used for it's intended purpose. Your information is NEVER sold to any other persons. Please check our Terms & Conditions and Privacy Policy for more detailed information.

For full details on our Privacy Policy please click here, and for full details on our Terms and Conditions click here.

The only information Emergency ID Australia collects is the information you provide. Always remember that you can provide them with as little or as much information as you like - the choice is yours. They only pass on information you provide them with. If you make a purchase or register as a member they need to collect personal information about you, including your name, address, email address and telephone number(s). This way they know where to send your order and can contact you if there are any problems.

For full details on our Privacy Policy please click here, and for full details on our Terms and Conditions click here.

Your information is NEVER sold to ANYONE. It is not passed onto any other persons, unless they are working directly for Emergency ID Australia and need to access your information and importantly unless we reasonably believe them to be Medical or Emergency personnel. Please see our Terms and Conditions and Privacy Policy for further detailed information.

For full details on our Privacy Policy please click here, and for full details on our Terms and Conditions click here.

If you became a member of Emergency ID Australia you would have ticked their Acceptance of Terms. You can click here to view the Terms and Conditions.

If you ordered NON-membership items ie Wrist Bands, Wallet Cards, USBs or Sports Range there is no need for this as you do not need to agree to their terms to order.

Our high quality stainless steel products are not only hard wearing and long lasting but also do not tarnish, it is affordable, ideal for 24 hr wear, we have never had anyone have skin or allergy reactions to them and they have the highest clarity of engraving due to its quality finish.

All bracelets and necklace medallions are suitable for 24 hr wear and are covered by a 12 month warranty (conditions apply). Even our gold plated items are suitable for wearing at all times. No items need to be removed whilst showering or swimming.

We are so impressed with stainless steel that we discontinued our sterling silver and 9ct gold range. Stainless steel really is the superior product for medical jewellery!

Our bracelets come in a range of sizes; however most styles (see individual product descriptions) can be reduced in size by any reputable jeweller or watch repairer to suit yourself. We do not adjust bracelets. Adjustments are at the purchasers expense and we cannot guarantee or cover under warranty any adjustments done by others after purchase. We find that the best people to adjust items with pins are Watch Repairers such as "Mister Minit" or others experienced in removing pins and links.

Jewellery is always the best option as it is ON you and should be worn 24hrs. There is no need to EVER take off our jewellery - that is why it is all high quality stainless steel. You can purchase our wallet cards, key rings, Sports Safety ID, medical USBs, or Wrist Bands. If Emergency staff do not know who you are, they will often search you and your wallet. So a wallet card is always a great form of Emergency ID as your drivers licences does not contain emergency contacts, medical history or other important information you want passed on. You could also purchase one of our non-membership items which you write up and update yourself.

You can pay by:
Cheque or Money Order - made out to Emergency ID Australia and send to PO Box 554 Wauchope NSW 2446,
Direct Bank Deposit - into our account BSB: 815 000, Account Number: 242239, Account Name: Emergency ID Australia, Reference: Your name.
Credit Card over the phone: Call us 1300 369 142 9am-5pm Mon-Fri AEST.
Credit Card Via PayPal or other payment options through your PayPal Account: Our PayPal reference: enquiries@emergencyid.com.au.

Emergency personnel and hospital staff can access the 1300 number from overseas. The caller simply dials the normal country of origin international access code (ie the code to call out of the country they are in) then they call the Country code for Australia, which is 61. Then our 1300 number. These are normal procedures for anyone who makes international calls.

If you are not happy for any reason, it is an unusual situation for us, but one that we are more than happy to discuss with you!

Please advise us so we can be aware of the issue and to see if there is anything we can do to resolve the issue or assist you further. Emergency ID Australia are the 2011 Winners of the Customer Care Service Excellence Awards so we have a proven record in providing the best possible service to you.

Note: as items are custom engraved for each individual, we do not offer refunds, we will either repair or replace the item.

We have a 12 month warranty on Emergency ID Necklace Medallions and whole bracelets and bracelet medallions.

All our medallions and whole bracelets and clasps are made from high quality stainless steel and suitable for 24hr wear. We use stainless steel as it is a superior product, hard wearing, looks attractive, shows very clear engraving, can be worn in the shower, salt water, chlorine pools and we have never had anyone have a skin allergy to it and it. Stainless steel has proven to be SO good that we discontinued our sterling silver and 9ct gold items. The gold plating on our jewellery is also suitable for 24hr wear - you will truly be surprised by the great quality!

This warranty does not include loss of any items, the necklace chains, any beaded or leather bracelet attachments, or any adjustments made after purchase. Original items need to be returned for all warranty claims.

As items are custom engraved for each individual, we do not offer refunds, we will either repair or replace the item.

Call our office hours enquiry line on 1300 369 142 or email customerservice@emergencyid.com.au and our customer service team will do all they can to assist you. Emergency ID Australia receive very few negative comments or concerns, however if you are unhappy for any reason we would like to hear from you, as we will do all we can to positively resolve the matter.

Emergency ID Australia are winners of the Customer Care Service Excellence Awards 2011, so we have a proven record of caring for our customers and providing great service.

Finally, if you have any further questions please complete our contact page or if you prefer you can contact the Director & Founder Nicole Graham directly at director@emergencyid.com.au or call our Award Winning Customer Service team for assistance 9am to 5pm AEST Mon-Fri 1300 369 142.

You can purchase membership/jewellery items for family and friends. Ensure when you order you are putting THEIR details in the membership form, not your own. The member is the person wearing the item.

If you are already a member and you want to purchase for family or friends that are NOT members already you can do this by making them a Sub-Member to your membership.

You can make another MEMBER a "Friend". If you add a friend/family member, they will first be sent an automated email to confirm this before it will be active. This will allow you to buy Members-Only products for them if you wish. You can also renew their membership for them. You can have several Friends.

You will NOT be able to view their private medical or emergency information they have stored with us, and they CANNOT view yours.

To add a Friend, click the Add a friend link.

To remove a friend (does not delete their membership, just removes them from your friend list) click on the Remove link.

After you split off a sub-member, you will automatically be made a friend with them to allow you to continue to make purchases for them

To remove someone linked to your membership: Split off a sub-member who is older than 14 years into their own account. Their email address must be unique.

If you wish to be removed from someone else please call us 1300 369 142 and we can do this for you.

Our 24hr line is operated from NSW Australia and can be called from anywhere in the world. Medical and Emergency Personnel call our 24 hr line, they advise who they are, their position and where they are calling from, after verification (normally by immediately calling them back through the hospital/police etc switchboard), we then relay the detailed information you want passed on. Our 24hr Emergency lined is answered by highly responsible professionals with strong backgrounds in the NSW Police, Fire & Rescue NSW and Medical Professional services, all are fully trained and follow strict Emergency Protocol Procedures!