United classifies the severity of incidents based on 4 levels.

Level 1: Information

These low severity events mainly include informative notices and planned or scheduled events such as a national holiday. These events are not a danger to you but may affect your travel.

Level 2: Advisory

Level 2 incidents are minor events which are general advice. We believe you should be aware of these events and can make informed decisions on your travel plans. You may also wish to monitor these events for further updates.

Level 3: Warning

These are major incidents which may escalate into an emergency situation. The severity of Level 3 incidents is high and it is important that you stay informed with regular updates. We advise that you avoid the area and take extra precautions. These incidents may affect your travel and we may send you an Impact Zone Emergency Alert for Level 3 incidents if you are in the direct area.

Level 4: Emergency

A Level 4 emergency is a major incident which may cause injury, loss of life or major destruction. It is a high severity incident and we advise that you avoid the area. You should keep yourself updated on this incident and seek assistance and instructions from local authorities where necessary.

You should wait until the emergency event has completely ceased before attempting to return to the area. If you are in the Impact Zone of a Level 4 Emergency, you will receive an SOS Emergency Alert. If you have SOS Alerts Premium, you will need to respond to the alert.

You need to start your SOS Alerts to activate it. If you are purchasing via the Shop or online, you can choose to start your SOS Alerts now. If you have already bought it or received it as a Voucher, you’ll need to claim your SOS Alerts Voucher and then activate the service.

To activate your SOS Alerts Premium service, you will need to nominate at least one emergency contact and confirm whether you are travelling or not. If you are travelling, you’ll need to enter trip details so that we can send you alerts for your upcoming trips.

SOS Alerts Vouchers allow you to pre-purchase the SOS Alerts but start it later. You can purchase SOS Alerts for your friends, family and colleagues.

If you are not planning on using your SOS Alerts yet, you can purchase the pass as a Voucher and claim it within 30 days.

You can buy your SOS Alerts Premium online at www.unitednetworks.net.au or on the Shop in the App.

If you switch ‘Location Services’ off on your App, we can not locate you in relation to emergency events. We will use your last known location to determine whether or not you are in an Emergency Impact Zone.

If you do not receive notifications, you should first check that you have enabled your device to receive push notifications. This can be found in your phone settings > going to United Networks App and enabling the push notifications.

If you have enabled push notifications but you’re still not receiving alerts, it may be due to the countries you have chosen to receive notifications for. You can manage these countries by opening the United App, going to Settings and SOS Alerts Settings. You can add as many countries as you’d like or select “all countries”.

If your current location or last known location is within the Impact Zone of an emergency event, we will notify you immediately. We will send you an SMS, email and will require you to respond within the App.

You will be able to mark yourself as Safe or SOS(UNSAFE) and we will send your nominated emergency contacts your safety status. If you haven’t responded to the emergency notice, we will send your nominated contacts a message to let them know you haven’t responded.

Please note: If you are in an emergency, in immediate danger or in need of medical or urgent help, contact the local emergency services.

The Impact Zone is determined by United and is assessed on the individual incident. We receive emergency incident information from a variety of reliable sources and will determine the area of impact. If you are within this area, you will be notified and you will be asked to provide a response.

If you are in the Emergency Impact Zone, we will notify your selected emergency contacts via SMS and email. You must enable this contact to receive the emergency notifications when you set them up.

Emergency Contacts are exclusive to SOS Alerts Premium account holders. You must activate your SOS Alerts Premium before you can nominate your contacts. When you purchase SOS Alerts Premium, you can choose to start this feature now or purchase the product as a Voucher to start it later.

If you have purchased the SOS Alerts to Start Now, you be prompted to activate your premium features after your payment is processed. If you have purchased it as a Voucher, you’ll be prompted to activate your premium features when the Voucher has been claimed. You must nominate at least one contact in the SOS activation step.

United has two types of SOS Alerts. Impact Zone Emergency Alerts represent a major emergency incident in your vicinity. We may send you an Impact Zone Emergency Alert for severity Level 3 and Level 4 incidents based on your current location or last known location.

These differ from Subscribed Alerts, which identify incidents in the country or broader area you are visiting or may be planning to visit, according to your preferences. You can save your subscribed SOS Alert preferences in the Settings of your App.

The alerts you see on your Alerts Board and Map can be directly controlled by the Sort and Filter controls. Alerts are available for 30 days and you can view these alerts for free on the United App and website.

You can also subscribe to alerts for your mobile phone as notifications. You will need to save your alerts preferences and subscribe to countries to receive these alerts. Open your United App, go to SOS Settings and select the countries you would like to subscribe to.

You can only use one device per account. If you sign in to your United Account on multiple devices, the location data that we receive from you may be inaccurate and this may prevent some of the features for your SOS Alerts to function.