March 18, 2020
Dear Clients & Partners,
As you are well aware, the impact of the Coronavirus (COVID-19) is being felt around the world. Our highest priority, first and foremost, is for the safety and well-being of our clients, employees, and service providers. All of us at LifeSafer remain focused on maintaining your ability to drive safely and to help you keep in compliance with your interlock program during this challenging time. We intend to stay open to continue to deliver on our commitment to you and to public safety, and we are working closely with the MTO as the situation evolves.
We understand that you may be experiencing stress given the rapidly changing information and we want you to know that we are monitoring the COVID-19 situation closely, and are listening carefully to the questions and concerns we receive from clients such as yourself.
You likely have questions around what to do and what support is available from LifeSafer. The purpose of this communication is to inform you of the steps LifeSafer has taken and will continue to take, and to answer some questions you may have.
Confident in our Service
Providing safe and clean servicing environments for our clients is always a top priority for LifeSafer, and we know this is more important than ever right now.
The following precautionary and response measures are helping us continue to provide a safe and clean environment at our service centres:
Comprehensive COVID-19 guidance has been communicated to all LifeSafer locations detailing how to protect against transmission of the virus (including implementing regular hand washing and frequent cleaning of high-touch areas) and providing procedures in case there is a suspected or confirmed case among our clients or colleagues. At service appointments, you will be advised to remove your own mouthpiece and can request to receive additional mouthpieces at any time. All technicians have been instructed to wash hands before and after servicing a device, as well as to wipe down all surfaces regularly with Clorox wipes.
Our Commitment to Customer Support
LifeSafer customer service agents will continue to be available 24/7 via our Contact Centre. We ask for your patience as we may be experiencing longer wait times. If on hold, you can always request a call back without losing your place in line.
Additionally, here are answers to help address questions you may have related to your interlock.
How do I find out if my service location is open so I can keep my appointment?
The vast majority of LifeSafer Canada locations are open and committed to supporting clients during this time. We have a very small number of locations whose hours may have shifted and in those instances our team is reaching out to schedule you at another location If you have not been contacted, you can assume your location is open and your appointment is confirmed. Should you want to directly verify your location is open, please call our Contact Center (888-769-6080).
Is LifeSafer continuing normal business operations?
Pursuant to the March 19, 2020 Memorandum on Identification of Essential Critical Infrastructure Workers During COVID-19 Response issued by the U.S. Department of Homeland Security, Cybersecurity & Infrastructure Security Agency (CISA), #1 A LifeSafer, Inc. is continuing its normal operations as an essential business performing critical functions, and as part of our nation’s Critical Infrastructure.
At this time, LifeSafer’s business is not only considered essential under these federal guidelines, but also by the guidelines issued by many States to date that allow LifeSafer to continue to operate in the face of shelter-in-place orders.
Is it OK to use alcohol-based hand sanitizer around my ignition interlock?
Individuals should take any and all precautions as recommended by your local health agencies and WHO regarding hand hygiene and the use of alcohol-based hand sanitizer. If alcohol-based hand sanitizer is used, you should take the following steps when taking an interlock test to help avoid registering an alcohol reading.
- Apply the sanitizer outside of the car.
- Allow the sanitizer to air dry completely before you enter the car to take a test.
- As an added precaution, you should roll down a window to encourage outside air circulation.
- As always, we recommend that prior to taking a test, you rinse your mouth with water to remove contaminants.
Is it OK to use a disinfectant on my ignition interlock?
It is fine to use Clorox Disinfecting Wipes. Please use this brand specifically. Gently wipe the exterior surfaces of your interlock. Be very careful to avoid getting moisture in any openings, and don’t submerge your interlock in water or any cleaning agents.
My state has a shelter-in-place/stay-at-home order in effect. Should I still come to my appointment?
Yes, as long as you are healthy and do not feel ill or have not tested positive for COVID-19, you should continue to make all scheduled appointments. If you do feel ill, or have tested positive for COVID-19, please call our Contact Center as soon as possible to reschedule your appointment.
All LifeSafer Canada Ignition Interlock authorized service providers are taking extended measures to ensure safety of our participants, this includes supporting social distancing efforts. We respectfully ask that when possible, non-clients wait outside the facility.
What if I am feeling ill and unable to make my monitoring appointment?
If you are sick or not feeling well you should contact LifeSafer right away (800-769-6080) to reschedule your appointment. Ask the Customer Service Consultant about the grace days for your particular state, what your next service date will be, and what the lockout date is for your device. We also advise you to contact your monitoring agency directly to notify them of your circumstances.
I’ve been ordered to self-isolate due to COVID-19. What should I do about my upcoming appointment?
If you have been advised to self-isolate, please contact our Contact Centre as soon as possible to reschedule your appointment.
Will cough medicine cause my device to register a fail?
In addition to following any guidance from your healthcare provider, you will want to avoid taking cough medicine or syrup for a minimum of 1 hour prior to taking an interlock test or driving your vehicle, interlock-equipped or not.
The LifeSafer team continues to monitor all COVID-19 updates, and will respond based on the advice of governments, public health authorities, and medical professionals.
Should you have additional questions, please contact a customer service agent directly at 800-769-6080.
The LifeSafer Team