Frequently Asked Questions

The KISA Phone is a simple to use mobile phone that has been personalised for the person using it. The final assembly and manufacturing of each KISA device is done in Australia at our Melbourne location.

The KISA Phone was designed for the use of anyone who struggles with modern mobile technology. People who have never used a mobile phone, who struggle with navigating the menu system of conventional phones, or people who suffer from physical or mental disabilities that make them unable to use the mobile phones currently in the market.

The KISA phones are also a perfect starter phone for children as it does not have gaming features, or access to the internet. The KISA Phone can only dial pre-programmed numbers, preventing your child from dialling unauthorised numbers.

The GPS features of the KISA Phone make it a safety phone for both young children and elderly relatives suffering from Alzheimer's.

The KISA Phone was designed in collaboration with Vision Australia and comes in bright colours with optional raised rubber bumps and can also be manufactured in braille, making it ideal for the vision impaired.

A combination of easy to push buttons, and personalised settings, helps customise the KISA Phone to the user's individual needs.

The large, tactile, easy to see buttons; lack of a confusing menu; and clearly labelled call/end call buttons make it less confusing for people who struggle with current mobile technology. All numbers are pre-programmed, and contact buttons can be labelled with a picture, making it usable even to people who are not able to read.

The KISA Phone has a dedicated SOS button on the back panel, which connects the user directly to emergency services. The back panel can be printed with emergency contacts, medical conditions, or allergies - information that can save a person's life.

The KISA Phone also has a fall detection feature, which KISA can switch on for you, that automatically alerts pre-set contacts if a fall is detected.

The phone's GPS feature also makes it easier to locate a missing child or an elderly relative.

The KISA Phone is 59mm wide, 114mm tall, and weighs only 95 grams. This makes it comfortable to handle and carry around, even on a lanyard around your neck or in an optional pouch.

The KISA Phone can accommodate up to ten (10) personalised contacts.

No. You can only call the contacts programmed into the phone. You can however, opt to have one of the contacts call an operator assisted service which will allow the user to contact other numbers, but this service will be charged at a premium rate set by your service provider.

Yes. You can change the phone's contact numbers by logging into your account using the MyKISA portal. However, since the contacts are printed onto the phone's buttons, you will need to send the phone back to us for reprinting if you decide to change the contacts' names.

Please see the section on online account management for more instructions on contact number changes.

Yes. The KISA Phone can be customised to whatever language you prefer. Please contact our support team for more details.

No. The KISA Phone was designed without a screen to be as simple as possible. Accordingly, it cannot send or receive text messages.

Yes. When you order the KISA Phone, you have the option of using your existing number. Just tick the appropriate box when ordering and provide us with the details. We'll do the rest.

Yes. Please contact our support team to get the call rates.

No. You can buy the phone outright and use your own network provider. Simply choose the BYO option when selecting a package during your order.

The KISA Personal Alarm is designed to support older Australians with physical and intellectual impairments during emergencies. With just one large, easy-to-press button the device ensures reliable assistance when it's needed most, making it an ideal solution for seniors who need reliable safety.

Simply press anywhere on the "Press for Help" button, and the alarm will instantly dial and notify up to five pre-programmed emergency contacts. The alarm will call them in the order you've set until someone responds, ensuring that help is on the way quickly. This gives both the user and their loved ones confidence in an emergency.

The KISA Personal Alarm can accommodate up to five (5) emergency contacts to be dialed in sequence.

Yes, you can easily update the contact numbers on your KISA Personal Alarm by logging into your account through the MyKISA portal.

No. While the KISA Personal Alarm is designed to be durable and reliable, it is not waterproof. The device is dustproof to a certain degree. Still, it is not intended to withstand water immersion or heavy rain exposure.

Yes, the KISA Personal Alarm is equipped with advanced fall detection technology. If the device detects a fall, it automatically triggers an emergency alert, notifying your pre-set contacts for immediate help. Please see section about Fall Detection service to learn more.

KISA Guardian is a personal emergency alarm and monitoring device designed for seniors and people with disabilities who want to continue to live independently while staying secure and protected at home and in the community. It combines 24/7 emergency response features, GPS tracking, Fall detection and simple communication in one easy-to-use device.

With one press, the SOS button sends automatic alerts to nominated contacts via text and phone call. It also shares the user's GPS location in real-time, so help can be dispatched quickly.

You can nominate trusted family members, friends, or carers as emergency contacts. These contacts will receive a text message and phone call if the SOS button is pressed.

Yes. KISA Guardian includes automatic fall detection. If a fall is detected, the device opens a 15-second alert window - if the user does not cancel it, an alert is sent automatically to nominated contacts even if the user cannot press any button. This is particularly important for seniors who may be unable to call for help after a fall.

Yes. The device has built-in GPS tracking. Authorised contacts can view the user's location in a secure portal.

Absolutely. It is designed with simplicity in mind - large tactile button, loud speaker, clear audio, and no complex menus.

The KISA Guardian has a long-lasting battery, typically lasting up to 2-3 days depending on usage. A magnetic charging cable can be purchased  for an easy recharging.

The KISA Guardian works on major Australian 4G networks, ensuring wide coverage and reliable performance. (We will confirm your local network compatibility before setup.)

Yes. You can schedule automatic reminders for medications, appointments, or daily tasks, which play directly on the device to assist the user.

Yes. KISA Guardian is a personal emergency alarm system (ISO 22 29 06) with localising and tracking (ISO 22 29 12). Both are item types on the AT-HM List. Support at Home replaced Home Care Packages on 1 November 2025. They are in the Prescribed (recommended) category, and funding is subject to an aged care assessment.

KISA Guardian comes pre-programmed and customised to your requirements before shipping. Simply turn it on and it's ready to use.

Yes. You can choose to connect your KISA Guardian to a 24/7 professional monitoring service. In an emergency, trained operators will respond immediately, assess the situation, and contact emergency services or your nominated contacts - providing an added layer of safety and reassurance.

The KISA Companion is a personal safety and communication device designed to help people stay connected and protected. It offers easy communication, GPS location sharing, fall detection, and emergency alerts, all in one simple device.

The KISA Companion is ideal for:
  •  NDIS participants under 65 who value independence and confidence.
  •  People living with disabilities who need an easy and reliable way to call for help.
  •  Families and caregivers wanting a simple way to stay connected and ensure loved ones' safety.

With one press of the SOS button, the KISA Companion will:
  •  Send an alert with the wearer's live GPS location.
  •  Automatically call nominated emergency contacts.
  •  Allow two-way voice communication through the built-in speaker and microphone.

Yes. The device uses GPS and mobile networks to provide accurate real-time location updates, so caregivers and family members can check in at any time.

Yes. The KISA Companion can automatically detect hard falls and send alerts to nominated contacts with the wearer's location.

Yes. You can connect your KISA Companion to a 24/7 professional monitoring service. If an alert is triggered, trained operators will respond immediately and contact emergency services or your nominated contacts.

Yes. With the KISA Shield feature, you can whitelist trusted numbers and block unwanted calls (like telemarketers or scammers), ensuring only safe and important calls come through.

The Companion has a rechargeable battery that typically lasts 2-3 days between charges, depending on usage and features enabled.

Yes. The KISA Companion has been designed for simplicity with large tactile buttons, clear sound, and an uncomplicated layout - perfect for people who find smartphones too complex.

The KISA Companion operates on major Australian 4G networks for wide and reliable coverage. Network compatibility will be confirmed before setup.

Yes. The KISA Companion is designed for NDIS participants under 65 and can be funded under many NDIS plans. If you are 65 or over and receive Support at Home, the KISA Guardian is the device for that funding. Speak with your provider to confirm funding.

Each KISA Companion is pre-configured before delivery. Simply provide us with your emergency contacts and preferred settings, and your device will arrive ready to use. Our support team can also assist with any changes after purchase.

KISA provides ongoing customer support via phone, email, and online. We're committed to ensuring you and your family always feel confident and supported using the KISA Companion.

If you're still using one of the previous KISA plans and want to switch to our current package, contact our support team to easily upgrade to the latest package available on our website.

No. KISA does not bind you into a contract.

Yes. Choose the BYO option when making your purchase.

Please watch the following video on how to insert your SIM card. https://youtu.be/ooghKVknDB8

The KISA phone does not have voicemail services. An incoming call will continue ringing until the caller ends the call.

All cancellations can only be requested by an authorised contact on the KISA account. Please call our support team to process the cancellation.

To add an authorised contact on the account, please see the section "changing account details".

If you purchased the KISA phone on a package at a discounted price, you will need to have it unlocked. The difference between the locked and unlocked phones will need to be charged. Please call us to discuss your options.

All KISA Devices purchased after 2018 will continue to work after the 3G network shutdown. It is designed to operate on the 4G network, ensuring seamless connectivity even after 3G is phased out. To learn more, read our article: Understanding 3G network shutdown

If you have any questions please contact us.

The KISA GPS Tracking service uses satellite-based GPS (Global Positioning System) and land-based signals (such as mobile phone towers) to determine its location. GPS works by using a network of satellites that orbit the Earth, sending signals down to the surface. The KISA device receives GPS signals and calculates its location based on the time it took for the signals to reach the device and further improves its accuracy by using signals from nearby mobile phone towers and other known fixed signal locations.

Yes, our GPS Tracking service works in most countries.

There are two convenient ways to access the location information provided by the KISA GPS Tracking service: through the MyKISA App or the MyKISA online portal. Both options are included in the KISA GPS Tracking service fee and provide near real-time tracking of your KISA device's location. To view the tracking information, simply log in to the MyKISA App or portal using your authorised login credentials.

The KISA GPS Tracking service is designed to work exclusively with KISA devices. It is not possible to use the KISA GPS Tracking service without a KISA device.

KISA Reminders sends automated, scheduled messages to your loved one's or client's KISA device. Messages are text-to-voice, which makes them perfect for dementia and Alzheimer's patients, or anyone with memory problems.

The system is ideal for sending medical reminders, medication reminders, and reminders for any other important daily tasks.

KISA device users simply have to press the answer button on the phone and they'll hear the message.

Yes, KISA Reminders was designed exclusively for KISA devices.

KISA Shield is a service that helps people with disabilities and NDIS participants avoid phone scams. It is ideal for those who live independently and need extra protection from fraudsters

Once your KISA Shield service is active you will have to login to MyKISA portal and specify the numbers you wish to block or allow. Once you have set this up, KISA systems will take care of the rest.

Please make sure that your KISA Phone is ON when you are updating the list of numbers.

KISA Shield works with all KISA devices, including the KISA Phone, KISA Guardian, KISA Companion, and Personal Alarm. The approved contacts list is managed through the MyKISA portal and applies to whichever KISA device is on the account.

You can register your mobile number on the government's "DO NOT CALL" register, but this relies on fraudsters being honest.

In most of the instances Yes, but please contact our friendly KISA team just to make sure.

Fall detection is a technology used by devices primarily in personal emergency response systems to automatically detect if the user has fallen. The technology aims to provide immediate assistance and potentially life-saving intervention without the need for the user to manually activate an alert.

Fall detection is a feature of KISA devices like the KISA Phone or KISA Personal Alarm. It uses sensors to notice when the device falls and then comes to rest, and it can automatically alert your emergency contacts if the alert is not cancelled.

Fall detection has been improved in recent software updates.

KISA's fall detection catches many falls, but it is not guaranteed to detect every fall. How well it works depends on how far the device falls and how it lands.

A fall may not be detected if the lanyard catches the device, because it then only drops a short distance. It may also be missed if the fall is below roughly knee height, or if you sink slowly to the floor or slide down a wall or chair. Being helped up straight away or a very hard landing can have the same effect.

To switch on fall detection on your KISA Phone, please contact us. It is switched on by default on KISA Personal Alarms.

Once fall detection is set up, you or a carer can turn it on or off at any time in the MyKISA app. If you are not sure whether fall detection is switched on for your device, please ask us.

When the device detects a fall, it waits until it has come to rest and stayed still for a moment. A blue light then flashes and the device buzzes, even if vibration is switched off for calls. The device may also speak a message saying an alert will be sent and that a button on the front will cancel it.

You then have 15 seconds to cancel, counted from when the light starts flashing and not from the voice. If you do not cancel, the device sends an SMS to your fall detection contacts and, if it is set to SMS and call, rings those contacts one after another. When the light turns green and the buzzing stops, the alert has gone ahead.

If fall detection is triggered by accident, press any button on the front of the device while the blue light is flashing. This cancels the alert and no SMS is sent. A button only cancels while the light is flashing, so you have 15 seconds from when it starts.

Pressing a contact button to cancel may also call that contact, depending on how the buttons are set up on your device.

Do not press the SOS button to cancel. It does not cancel the alert. It starts an SOS call and sends the SOS SMS as well as the fall detection SMS.

If the light has already turned green, the alert has gone ahead, so let your contacts know it was a false alarm. An occasional false alert can happen and is not a fault.

No, you cannot adjust the sensitivity yourself, and KISA does not recommend changing it. Fall detection does not adjust to your own movement patterns over time. It judges a fall by how far the device falls and how it comes to rest. It is set to alert rather than miss a fall, so an occasional false alert can happen.

If fall detection is triggering too often or missing falls, please contact us.

No, the fall detection feature on KISA devices is not designed to work effectively if the device is in a pocket or bag. For optimal performance, the device should be worn on a lanyard around the neck, positioned at least 80 cm above the ground. This ensures that sensors can accurately detect falls and trigger the necessary alerts.

When a fall is detected, a blue light flashes and the device buzzes, and it may also speak a message saying an alert will be sent. You then have 15 seconds to cancel by pressing a button on the front, before any SMS is sent or call is made.

The 15 seconds start when the light starts flashing, not when the voice starts, so do not wait for the voice before deciding.

You can set up your fall detection contacts during the purchase process by providing the phone numbers, and you can add more than one. If you need to update or change these contacts later, you can do so through the MyKISA portal.

Make sure at least one number is set. If there are no fall detection contacts, the device will still flash and buzz, and may speak, when it detects a fall, but nobody will be notified.

By default, the device does not automatically call emergency services. However, you can manually add the emergency number (such as 000) to the list of contacts that the device will call in case of an emergency.

We do not recommend doing this. When there is more than one contact, the device asks whoever answers to press a key to accept the call, and it hangs up after about 30 seconds if they do not. An emergency services call-taker may not do this. The SOS button on the back should be used to contact emergency services instead.

Yes. When a fall alert is not cancelled, the device sends an SMS to every fall detection contact. If it is set to SMS and call, it then rings your contacts one after another.

When a contact answers, the device asks them to press 1 to accept the call, although any key works. If they do not press a key, the call ends after about 30 seconds and the device tries the next number. It makes one pass through the list and then stops. If there is only one contact, they receive an ordinary call with nothing to press.

When you purchase a KISA Phone with our SIM card, you can keep your current mobile number or get a new one. If you want to keep your mobile number, we can transfer it to the KISA network in a few easy steps.

We can only transfer (port) your mobile number Monday to Friday between 9:00 am and 5:00 pm (AEST/AEDST).

Saturday, Sunday and public holidays in the state of Victoria: you can still submit your order, but the transfer will start the next business day.

Before you can transfer your service number to KISA, we will send you an SMS as part of the Pre-Port Verification process.

The number you want to transfer to KISA must be active with your current telecommunication provider at the time of transfer. You can use your existing service during the transfer process. Once it is complete, your old service will automatically disconnect from that mobile number. You will need to contact your former service provider to cancel the account.

To transfer your number to KISA, we will ask you to provide details about your account with your existing provider, including:
  •  The mobile number you want to transfer
  •  What type of service you are transferring from - either a service with monthly billing (Post-Paid service) or a Pre-Paid service
  •  For billed services, we will need your telecommunication provider's account number (you can find this on your most recent bill)
  •  Your date of birth (if you have a Pre-Paid service, ensure you provide the date of birth registered when purchasing the SIM with your current provider to avoid delays in transferring the number)
  •  An alternative contact method (e.g. a different contact number or email address) where we can reach you during the transfer

Common issues that delay transfers:
  •  If the account number or date of birth you gave us doesn't match those with your existing provider, it will delay your transfer. To finish transferring to us, you'll need to: contact your current provider to confirm the date of birth or account number they have for your service, after that respond to our text message and provide updated details.

Once the process is complete, you will need to restart your KISA Phone, and you should be good to go.

When you move your mobile number to KISA, the provider you're switching from will cancel your mobile service with them. Once your current provider does this, you may have to pay them an early termination charge. You may also have to pay any outstanding device or accessory payments with that provider. It's a good idea to check with them before ordering your KISA Phone.

Yes. In accordance with new telecommunications regulations, we've updated our fraud prevention measures to prevent anyone from trying to transfer your number without your permission.
We've added an extra security check to our online ordering process. If you're transferring your number to KISA, we won't complete the transfer until we know it's you.

If you think your mobile number has been fraudulently switched to KISA, please contact your previous service provider and speak with them about reversing the transfer.

The KISA phone is designed to work in all countries that use the GSM/WCDMA 2G/3G 850/900/1800/1900/2100 frequencies, and it also supports 4G networks using 1, 3, 4, 5, 7, 8, 13, 20, 28 bands. However, it's always best to check with your network provider for specific compatibility details.

The KISA phone is currently only available for purchase through our website. When you order, you have the option to 'Bring Your Own' (BYO) and buy the phone outright to use with your own SIM card.

No. Our ordering system can only accept Australian dollars at the moment.

A magnetic charging cable is a straightforward way to charge your KISA Phone or Personal Alarm. It reduces dexterity issues some KISA users experience when using the charging cradle.

It comes in two parts, both with magnetic tips that snap into place when you move them close together. The first part is the small connector that plugs directly into your KISA phone and always stays plugged in. It's very small, so you will not even notice it. The second part is the cable, which also has a magnetic tip - the cable should be plugged into the KISA charger.

Please note that if you use the magnetic charger, you do not need to use the charging cradle. The two charging options are not compatible, so you need to choose whichever works best for you.

In case of loss or theft, please contact the KISA support team immediately. We will temporarily suspend service and arrange for the manufacture and dispatch of a new phone for you. Remanufacturing a lost phone will incur an additional charge.
If your KISA phone is damaged, it's important that you contact our support team. We will guide you through the process of returning the phone for repair, ensuring it is restored to full functionality.

When purchasing a KISA phone for the first time, you will be sent your login details (username and password). These details will allow you to access the MyKISA portal.

The MyKISA portal allows you to view and pay your invoices, activate additional services and change your phone's settings. If you subscribe to GPS tracking, you can also track the phone through the portal.

To log into the MyKISA portal, click the 'Login' button at the top of the webpage. You will be redirected to a page where you'll enter the username and password you were sent when setting up your KISA account.

If you've forgotten your password, click the "Forgot my password?" option and a password reset link will be sent to your email.

If it doesn't appear in your inbox, be sure to check your spam or junk folder. You can also change your password in the Account and Billing section of the MyKISA portal.

Please note that the MyKISA customer portal is currently not available for mobile users, you can access it using the MyKISA app (available for Android and iOS devices).

To check your invoices and account balance, log into the MyKISA portal, then choose "Account & Billing" and "View Invoices."

To check usage, go to "Account & Billing," choose "Services," and click on "Itemised Usage."

Yes, you can. Simply log in to your user portal to make the necessary updates or contact our support team.

Yes. Please follow the directions for adding an authorised representative to edit any contact details on the account.

To change phone's settings, log into the MyKISA portal and go to "Manage my KISA Phone".

Switching the power switch on the back from "On" to "Off" will successfully shut down the KISA Phone.

Please note that turning the KISA Phone off will disconnect it from the battery, and it will not be able to charge.

Make sure that you are pressing the raised buttons on the phone. For details, please see the diagram in your phone's manual.

KISA is an acronym for "keep it simple always".

We believe that technology should be accessible to everyone and that one way to do this is by creating products that are simple and easy to use.

Yes, all our call centre and support staff are highly professional and well-trained, ensuring that our customers receive the best service

Yes, 100% Australian owned and proud.