1. Purpose of This Document
This document explains, in clear terms, how My Check Call’s welfare monitoring and escalation process operates when a scheduled check call is due or missed.
It is provided for transparency and should be read alongside our Terms and Conditions and, where applicable, the B2B Addendum.
2. Nature of the Service
My Check Call provides a scheduled welfare check-call service designed to support lone workers and individuals working independently.
My Check Call is not an emergency response service, medical provider, or rescue service and does not guarantee the prevention of harm, injury, or loss.
3. Completing a Scheduled Check Call
3.1 During onboarding, each subscribed individual (“the Subscriber”) will receive a welcome text message confirming their registration and containing the credentials required to complete scheduled check calls.
3.2 To complete a scheduled check call, the Subscriber must call 0333 034 9099 and select Option 1 to complete an automated check call.
3.3 The Subscriber will be required to enter:
- The My Check Call Company Number
- Their Personal Identification Number (PIN)
- Their SIN (Site Identification Number)
3.4 Once all required details are successfully entered and validated, the check call is marked as completed, recorded within the system, and no further action is taken for that scheduled check call.
3.5 If the Subscriber experiences any difficulty completing the automated check call, they may select Option 2 to speak directly with a member of the My Check Call operations team for assistance.
3A. Credential Security and Responsibility
All Customers
3A.1 Subscribers are responsible for keeping all check-call credentials secure and confidential.
3A.2 Credentials must not be shared with unauthorised persons or used by anyone other than the individual to whom they were issued.
3A.3 My Check Call accepts no liability for missed check calls, unauthorised access, or improper use of the Services arising from lost, shared, or misused credentials.
Business Customers (B2B Enforcement)
3A.4 For business customers, all credentials (including Company Number, Personal Identification Number (PIN), and SIN) are deemed security-critical access credentials.
3A.5 The Customer is solely responsible for ensuring that:
- Credentials are issued only to the correct subscribed individual
- Credentials are not shared, reused, reassigned, or transferred between individuals or shifts
- Credentials are withdrawn, revoked, or replaced immediately where a Subscriber leaves, is substituted, or changes role
3A.6 Any check call completed using valid credentials shall be deemed to have been completed by the subscribed individual to whom those credentials were issued, and My Check Call is entitled to rely conclusively on credential use as evidence of compliance.
3A.7 My Check Call accepts no liability for missed check calls, false check-ins, failure to escalate, or adverse outcomes arising from credential misuse, compromise, or poor credential management.
3A.8 The Customer shall indemnify and hold harmless My Check Call Limited against all claims, losses, liabilities, or incidents arising from improper credential control or unauthorised credential use.
3A.9 Where abnormal credential usage, duplication, or misuse is identified, My Check Call reserves the right to:
- Suspend affected subscriptions
- Require credential re-issuance
- Apply reasonable administrative charges
- Treat the matter as a material breach of the Terms and B2B Addendum
4. Check Call Time Window and Missed Calls
4.1 Each scheduled check call may be completed within a defined 25-minute time window, consisting of:
- Up to 15 minutes before the scheduled check-call time, and
- Up to 10 minutes after the scheduled check-call time.
4.2 If a check call is not successfully completed within this 25-minute window, the Subscriber is locked out from completing that check call.
4.3 Once the time window has closed and the check call remains incomplete, the My Check Call operations centre is automatically notified, and escalation begins immediately.
5. Escalation Process
5.1 Upon notification of a missed check call, My Check Call will attempt to contact the Subscriber twice using the contact details provided.
5.2 If the Subscriber cannot be contacted, My Check Call will attempt to contact each nominated emergency contact up to two (2) times per contact, using the information supplied by the Customer.
5.3 Where emergency contacts cannot be reached after these attempts, emergency services may be contacted, depending on:
- Any medical conditions disclosed during onboarding
- Identified risk factors
- The Customer’s instructions and escalation preferences
5.4 My Check Call cannot guarantee response times, outcomes, or actions taken by emergency services or third parties once notified.
6. Important Limitations
6.1 The effectiveness of the Service depends on:
- Accurate and timely rostering information
- Correct Subscriber and emergency contact details
- Subscriber compliance with scheduled check calls
6.2 Late roster changes, incorrect information, credential misuse, or failure to complete check calls may limit the Service’s ability to respond effectively.
7. Customer Responsibility
Customers remain responsible for:
- Managing lone working risks
- Maintaining appropriate emergency procedures
- Ensuring the Service is suitable for the activities undertaken
Use of the Service does not remove or reduce any statutory or legal duties of care.