Tunstall's system is used by over a hundred municipalities and will provide security for thousands of elderly and chronically ill people throughout the country.
This autumn, the company received harsh criticism after extensive delays, which in several cases had serious consequences and in Luleå are linked to a death.
Following the attention, several current and former Tunstall employees have contacted SVT to tell about previous shortcomings.
- There was a stop all the time.
And when we would then work to catch up, alarms could be dropped, says one person.
Tunstall confirms that they have had problems with malfunctions, something that is explained, among other things, by disturbances at their telephone operator.
- No alarms are dropped.
It may have been a delay, however, says CEO Johan Lenander.
Oral reminder after death
The picture of previous problems is also confirmed by a number of municipal error reports requested by SVT.
In Trollhättan, it was discovered last year that Tunstall in a large number of cases missed control calls to people who did not use their alarms.
According to the report, a person was found dead only after three months.
In Motala, another serious incident occurred last year.
A user alerted on his security alarm, but the alarm was delayed in several stages - first at Tunstall where it took 30 minutes before the company alerted the home service, and then at the home service where they had problems finding the right key to the person's home.
When they arrived, the person was dead.
Tunstall must have given an oral reminder to an employee who did not follow the company's routines.
"Very unhappy"
And problems have existed for several years.
As early as 2014, IDG reported criticism of Tunstall's digital security alarms.
And in 2018, Ronneby municipality decided to terminate a contract after "recurring difficulties in delivering the services according to the agreement".
A press release stated that "for example, not all alarms always go off."
Tunstall regrets the problems and states that all systems today work as they should.
- It is very unfortunate what happened.
We work hard with high staffing to ensure the entire alarm chain, that it is a safe and good service for our elderly and chronically ill, says CEO Johan Lenander.
Do you know more? Contact SVT's reporter.