iER – Terms of Service and Limitation of Liability

iER (Integrated Emergency Response) is a 24 hour managed call centre that has contracted with 3rd party private, semi-private, non-profit and public emergency and security companies that provide a variety of emergency and security services (listed below).

In all emergency and accident scenarios, iER will apply best efforts to determine the nature of your need, then inform and dispatch the relevant emergency response team. As iER relies on 3rd party providers, we cannot be held liable for the failure of these 3rd party’s to act on the request from iER.

The iER 24 hour call centre service provides access for all members to the following emergency and security service providers:

  • Private Armed Response Teams
    Armed response and security companies that you subscribe to will be called out on your behalf in any threat at your secured premises
  • Ambulance Services, including air and road ambulances
    Emergency medical assistance and road transportation is available after accidents, or for severe sudden onset illnesses. Where appropriate air ambulances will be dispatched
  • Emergency Medical Evacuation
    If you are injured in a location where suitable medical services cannot be accessed evacuation is done to the closest appropriate facility, whether by road or air ambulance
  • Search & Rescue
    Search and rescue teams will locate, stabilize and extract individuals that have become lost or injured in inaccessible locations.
  • Rape Crisis Centres
    Rape Crisis centres offer support to victims of sexual assault and can assist survivors to access appropriate medical and support resources
  • Poison Control Helpline
    The Poison control helpline gives 24 hour telephonic advice on poisoning, and will explain the best course of action depending on the substance ingested
  • Fire Departments
    In the event of fire the nearest fire department will be dispatched to the location of the fire
  • SAPS Rapid Response Units
    Police response units that respond to life threatening situations, such as armed robbery
  • Roadside Assistance
    If you have a vehicle breakdown Roadside assistance providers
  • Hospital access – Public & Private
    Depending on your medical insurance arrangements are in place for admission should you require hospitalization in emergencies
  • Veldfire Management
    Specialized fire services will attend to veld fires to prevent spread and evacuate affected persons
  • Specialised SA Military Health Services
    SAMHS specialized maritime and aviation units can be called out for disaster occurrences requiring specialized management
  • Access to all trauma units across South Africa
    Trauma units deal with severe injuries and emergencies requiring immediate medical help.

Nature of emergency

The following factors and circumstances are considered when dealing with an iER emergency notification:

  • Is the emergency legitimate?
  • What response is required?
  • Which is the most appropriate service to use in the scenario?
  • Is there a relevant service in the area of the emergency?
  • Is the relevant service available?
  • What are the weather conditions?
  • What is the time of day?

Member’s location

  • Is the member in an easily accessible area?
  • Is the member in an area with emergency response personnel?
  • Is there sufficient emergency response personnel on hand?

Does the member have medical aid / medical insurance / iER Premium membership?

If the member has medical aid / medical insurance / EMS service / iER Premium membership, then iER will activate the medical aid EMS and hospitalisation benefits related to the emergency or accident, should that be the relevant course of action.

If the member is not covered by medical aid, medical insurance, EMS or an iER Premium emergency response plan, then iER will inform and dispatch the relevant aligned government or public services to deal with the emergency or accident. iER cannot be held liable for delayed response or response failure of the response team.

Network coverage and access

If the member is an area that is not covered by their mobile carrier, or the member does not have a data connection or data available on their contract or pre-paid phone, then iER will not receive the emergency or accident notification. In this scenario, iER cannot be held liable for the failure of external technology related to the use of the app.

GPS sattelite access

iER relies on the location information provided by the mobile phone of the iER user. Should the location information not be activated, iER will not be able to determine location and will, therefore, not be held liable for the inability to render a service in this scenario.

Similarly, should the GPS signal be non-functional or provide inaccurate location information, for whatever reason, iER will not be held liable for the inability to render a service.

Mobile operating system exclusions

Please note that the iER app is not available on the following handsets and operating systems:

  • Microsoft
  • Blackberry
  • Android 4.4 and earlier
  • IOS 8.0 and earlier


iER determines the type of emergency, most appropriate and reliable service provider, and then contacts them for assistance. Therefore, the user acknowledges that the Service Provider will not be held liable for the manner in which the specific emergency service team respond, the time it takes for them to respond or the consequences of delayed response by the relevant emergency service team.

iER shall not be responsible or liable for any direct, indirect, incidental, consequential or any other damages arising out of or relating to the Service and any content or information contained within the Service, and/or any Third Party site. The Service shall only be effective within the borders of the Republic of South Africa, and the Service Provider shall not be liable for any damages relating to the availability/non-availability of an operator, and/or the connection to an operator during a call. In the event of a “false alarm” or hoax call, iER shall charge an administration fee as liquidated damages for time spent, unnecessary call-outs and attendances of the relevant emergency service, and reserves the right to take any other legal action which it may deem appropriate in the circumstances.

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