User Manual
Contents
1. What do do when my vehicle goes in for a service To avoid tric ering false alarms while your car is being d you must contact MATRIX on 011 654 8050 to place your MATRIX in Service Override mode Once you leave the Service Centre you will then need to phone us again to remove the vice Overrid PLEASE NOTE No alarms will be raised when the vehicle is in Service Override mode FREQUENTLY ASKED QUESTIONS SECTION F What happens if I sell my vehicle this will be for your ac 1ew MATRIX fitted to your TRIX on 011 654 8090 anc and re install the we will then MATRIX and make arrangeme Where can see a copy of MATRIX s full terms and conditions on 011 654 8090 Still need more details Anything unclear Simply call us on 011 654 8090 EMERGENCY CONTACT DETAILS YOUR MATRIX NUMBER EMERGENCY CONTACT DETAILS THIS NUMBER SHOULD ONLY BE USED IN CASE OF A HIJACK OR THEFT 0800 111 322 GENERAL CONTACT DETAIL Switchboard 011 654 8000 National Operations Centre 011 654 8050 Customer Care 011 654 8090 Customer Care Fax 0116548125 Emergency Roadside Assistance 011 654 8287 Sales 0800 33 99 88 www matrix co za INSURANCE CERTIFICATE To be completed by Fitment Centre To be completed by Customer Q Y gt 22 an m m Matri right by your side by2. we will provide you with roadside assistance to help you in the following eventualities A flat tyre We will arrange and pay to have the flat tyre replaced with your spare tyre A flat battery We will arrange and pay to have your vehicle started where possible Keys locked in vehicle A locksmith will be arranged and paid for to open your vehicle and retrieve the keys Run out of fuel We will arrange to get fuel to you You will be responsible for the cost of the fuel Tow in Service If your vehicle needs to be towed we will arrange and pay for the vehicle to be towed to the nearest approved dealer competent repairer insurance or approved panel beater We will not be liable for any costs incurred during this EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D Courtesy Transport If your vehicle needs to be towed to a repair centre we will arrange and pay for the occupants of the vehicle up to a maximum of six persons to be transported to a nominated destination This will be done providing the breakdown has occurred outside a 100 km radius of the member s normal place of residence and will only be arranged to one nominated address Hotel Accommodation in an overnight delay we will arrange and pay up to the amount specified in the benefit table see page 50 towards hotel accommodation for the occupants of the vehicle up to a maximum of six persons Vehicle Rental If the vehicle p
3. If you are O hijacked or your vehicle is stolen call MATRIX on 0800 111 322 KEEP THIS NUMBER IN A SAFE AND EASY TO FIND LOCATION HOW YOU CAN MAKE A DIFFERENCE SECTION A o How do test my MATRIX to check it is working on 011 654 8090 NV NOILOV What do I do if trigger an alarm by mistake If you trigger an alarm accidentally it is considered a false alarm A false alarm is created by either pressing the button on your remote for 4 seconds or longer when danger is not present not requesting your MATRIX to be placed in Service Override mode when your vehicle is being serviced or by not carrying your remote where applicable with you when you use your vehicle PLEASE NOTE NEVER test your MATRIX by pressing the panic button This will be deemed as a false recovery request Deliberate and malicious false recovery requests can be extremely expensive and dangerous MATRIX uses vehicle based recovery teams and or helicopters and initiating them could result in unnecessary costs Furthermore please bear in mind that false recoveries prevent these resources from being available to attend to an actual recovery Be sure to test your MATRIX ONCE A MONTH by calling us on 011 654 8050 How do l update my personal details It is essential that we always have your accurate and up to date personal detalls to enable us to assist emergency situation Pec DEZ
4. rd d las e gt ensure that you U 1 on 11 detalls that you You can update your details in any of the following ways 9 E IL to changesoamatrix cO Za y Rest assured that in every way MATRIXisthere for you and always right by your side N2 A eo HOW YOU CAN MAKE A DIFFERENCE SECTION o MX 1 gives you the core security you need to have your vehicle recovered in the event of a theft hijacking EVERYTHING YOU NEED TO KNOW ABOUT MX1 CORE SECURITY SECTION B What protection does MX1 Core Security offer me MX1 Core Security is MATRIX s phone in model Should your vehicle be hijacked stolen MATRIX is able to track and recover your vehicle What functions and features do have National Network Coverage We are able to track your vehicle throughout South Africa 9 FastTrac With state of the art technology your vehicle can be positioned in under 30 seconds E X Ray Vision EE Our technology can locate the general vicinity of your vehicle whether it is positioned in a basement covered area or cargo container Back up Battery 24 7 National Operations Centre FREE Recovery ES Dedicated Recovery Teams E GPS pinpoint Positioning EVERYTHING YOU NEED TO KNOW ABOUT MX1 CORE SECURITY SECTION B How do l report a theft or hijacking
5. EVERY MONTH be sure to test your MATRIX ONCE A MONTH EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D How does Crash Alert work Should your vehicle be involved in a serious accident an alarm will be triggered and sent to MATRIX alerting us that you need help We will then locate your vehicle s GPS location and make sure you get the help you need quickly To enable the emergency response team to assist you we will provide them with the medical details which you have given us With Crash Alert if your vehicle is involved in a serious accident an alarm will be triggered and sent to MATRIX so we can dispatch the help you need What emergency services does my MATRIX package include In the event of a medical emergency we will provide you with the following services Medical advice and information Hotline 010 211 5768 Medical personnel such as paramedics nurses and doctors are available 24 hours a day to provide general medical information and advice PLEASE NOTE This is an advisory service only as a telephonic conversation does not permit an accurate diagnosis Emergency medical advice and assistance Hotline 010 211 5768 In an emergency simply call this number and a medical operator will guide you through a medical crisis provide emergency advice and organise for you to receive support from the 24 hour Alarm Centre doctor This service also
6. MX3 will assist you with on the road emergencies and provide you with value added vehicle lifestyle services What functions and features do have National Network Coverage We are able to track your vehicle throughout South Africa X Ray Vision Our technology can locate the general vicinity of your vehicle whether it is positioned in a basement covered area or cargo container Back up Battery This keeps your MATRIX active for a period of time if your vehicle s battery is stolen disconnected or runs flat or if the device is disconnected from the vehicle power supply i a 24 7 National Operations Centre You have 24 7 access to MATRIX s control room and Recovery Services FREE Recovery In the event of a genuine recovery your stolen or hijacked vehicle is recovered at no charge with no additional hidden costs Dedicated Recovery Teams We employ dedicated recovery agents to ensure rapid response to all emergencies Internet Tracking With quick navigation world class graphics and multiple profile views you are able to keep a constant eye on your vehicle by monitoring activity on the MATRIX Internet Tracking site any time day or night This includes viewing your vehicle s past and present trips and route replays of your vehicle s past journeys Refer to page 38 for more information Terms and Conditions apply Requires Internet accessv EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECT
7. includes Family and domestic abuse counselling bereavement counselling rape counselling HIV counselling trauma counselling suicide hotline child abuse and poison hotline EVERYTHING YOU NEED TO KNOW ABOUT ADVANCED SAFETY SECTION D 24 Hour Alarm Centre Medical Doctor A medical doctor will be on duty in the Alarm Centre 24 7 to make sure you receive the help you need Emergency Medical Response In a medical emergency related to a motor vehicle accident Drive with confidence Your Emergency and Roadside Assistance benefit means urgent support in a crisis and quick response in an emergency an emergency vehicle will be sent out to you dependent on Medical considerations The degree of urgency Your state and fitness to travel Other considerations including but not limited to airport availability weather conditions and distance to be covered Please refer to the specified amounts as per the benefits table on page 46 Medical transport pre admission to hospital Should you be involved in a vehicle related medical emergency if necessary we will arrange and pay for medical emergency transportation to a hospital up to the amount specified see page 46 For your absolute safety this is done under appropriate medical supervision only by road and or air ambulance You will be transported to the nearest medical facility capable of providing adequate care as indicated in the benefit ta
8. As soon as you become aware that your vehicle has been stolen hijacked simply call 0800 111 322 The operator will verify your identity Once your identity has been verified the situation will be assessed and the operator will activate the correct process to recover your vehicle How does MATRIX locate my vehicle Matrix s advanced technology allows us to tell you the pinpoint GPS location of your vehicle Once we have positioned your vehicle using our state of the art equipment our recovery teams are dispatched Recovery process will be carried out in line with your accepted T amp C s and does not necessarily involve the use of the helicopter service MX EVERYTHING YOU NEED TO KNOW ABOUT MX2 ENHANCED SAFETY SECTION o What protection does MX2 Enhanced Safety offer me What functions and features do have National Network Coverage Lom v Back up Battery journeys Refer to page 26 for mo 24 7 National Operations Centre You have 24 7 access to MATRIX s Control Room and Recovery Services FREE Recovery In the event of a genuine recovery your stolen or hijacked vehicle is recovered at no charge with no additional hidden costs Dedicated Recovery Teams We employ de id response to all emergencies Internet Tracking With quick navigation world class graphics and multiple profile views you are able to keep a constant eye on your vehicle by monitoring activity
9. ELOW Benefit Summary Roadside Assistance Benefit Limit Our partner will provide the member with the following services as a result of a roadside emergency within territory Flat Tyre Call out 1 hour labour Flat Battery Call out 1 hour labour Keys locked in vehicle Call out 1 hour labour Run out of fuel Call out fuel for members account Towing costs R500 00 Outside a radius of 100 km from home Per incident Hotel accommodation or car rental or taxi R500 00 Safe Storage R500 00 Repatriation of vehicle R1000 00 Maximum benefit payable per vehicle per annum R5000 00 EVERYTHING YOU NEED TO KNOW ABOUT YOUR REMOTE SECTION E To activate ROADSIDE ASSIST PRESS ONCE D activate a PANIC PRESS AND HOLD BUTTON FOR 4 SECONDS MX3 Only MX2 amp MX3 What is a false alarm A false alarm constitu llowing incidents not setting your 2 override mode when V without notifying MATRIX or unne c button disconir a ng your be rily pressing your p If you do accidentally trigger your alarm please be sure to contact us immediately on 011 654 8050 Why do need to test my device on a monthly basis We are b es also insist that able to protect y when your MATRIX is in opt you test your device on c If you do not and your insure could
10. ION D E GPS pinpoint Positioning MATRIX s advanced technology allows us to tell you the pinpoint GPS location of your vehicle Battery Tamper Alarm B2 This proactive alarm instantly alerts us should your MATRIX be disconnected from your vehicle s power supply or should the power supply of your vehicle be interrupted Early Warning We will alert you if your vehicle moves while early warning is enabled Once you have enabled Panic Button Remote Control By pressing the button on your one button remote for longer than 4 seconds you will activate a distress signal that will alert us of an emergency situation Refer to page 51 for more information Border Alerts Should your vehicle near the South African border we will call you to confirm if your vehicle is under early warning via your Smartphone please ensure to disable it before you start your next trip authorised possession Available on selected Smartphone platforms Smartphone Tracking With MATRIX Smartphone Tracking you can now track your vehicle via your Smartphone anywhere anytime in real time All Smartphone users who have either the MATRIX MX2 or MATRIX MX3 fitted to their vehicles can use this Smartphone Tracking Service to view Your vehicle s movement history Individual trip routes on the map The start and end point of each trip Your vehicle s current
11. YOU AND YOUR MATRIX WELCOME to everything you need to know about yourMATRIX PLEASE NOTE that this User Manual is merely a summary of the features and benefits offered Please contact us on 011 654 8090 to enquire about any limitations to these features and to receive our full Terms and Conditions Features are subject to change without prior notice CONTENTS Section A 02 Section B 12 Section C 18 Section D t to k 30 Section E OW 52 Section F t 54 Do NOT leave this booklet in your vehicle WELCOME It s about total PERSONAL SAFETY Having a MATRIX in your vehicle is about so much more than just vehicle tracking It s about having total on the road peace of mind with the knowledge that MATRIX is right by your side It s about feeling EMPOWERED This manual has been designed to help you maximise the benefits of your MATRIX effectively and with ease It explains the functionality of your MATRIX and emphasises the different safety procedures that should be followed in the event of a stolen hijacked vehicle and or a roadside emergency How can reduce the likelihood ofbeinghijacked HOW YOU CAN A DIFFERENCE SECTION A EMPOWERMENT gt ap How can I reduce the likelihood of being hijacked How we can partner with each other I un I land fan ise ur If with the ke
12. ble see page 46 Should this result in you being hospitalised outside your hometown we will arrange and pay for repatriation under medical supervision to a hospital in or near your hometown Such a trip will be covered up to the amount specified in the benefit table see page 46 provided that repatriation is recommended by our partner doctor as being medically justified Reasons for this might include cases of long term in patient treatment Our partner doctor will also at his her sole discretion determine the means of transport and the timing of the repatriation EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D ALL PAYMENTS REFERRED TO PREVIOUSLY ARE SUBJECT TO THE LIMITS AS DETAILED BELOW Medical Assistance Benefit Limit Our partner will provide the member with the following services as a result of a medical emergency within territory Medical advice and information hotline Emergency medical advice and assistance line Referrals to medical advice and assistance line Referrals to crisis line Referrals to medical practitioners and facilities Medical transportation Inter hospital transfer Advice only Advice only Advice only Advice only Advice only Full cost subject to NRPL rates Full cost subject to NRPL rates What Roadside Assistance am entitled to Roadside Emergency Should you be involved in a roadside emergency and subject to the benefit table see page 50
13. covery process is complete Internet Tracking will then be reactivated How does the Tax Logbook work NB Should you already have your login details for Internet Tracking you will automatically have access to your Tax Logbook which works on the same platform Simply use your Internet Tracking details to log on Select the Tax Logbook tab to add comments and to change your trip type to either Private or Business The Tax Logbook service has been specially designed using sophisticated and innovative technology to ensure tracking of your private and business trips are kept simple easy and accurate An active customer will be able to access their Tax Logbook for the current tax year and the previous 2 years if applicable To access your Tax Logbook follow these simple steps Call MATRIX on 011 654 8090 to receive your login details username and password Visit www matrix co za The top right hand corner will display a login section Type in your Username and Password and you will be taken directly to the MATRIX Internet Tracking site Matrix o tnar mds O Y SUMMARY Gi Norine 14 2 Distance Travelex Tip Cours Em Travelled Parar Km Travellest Feet Cost Ann Sera Sanction 07 Acard 14 El 642 94 4 You will need to update Maintenance Cost erc oen your Logbook Waldo U5 14
14. en activate the recovery process immediately Your Battery Tamper Alarm is activated Should someone tamper with your vehicle s battery or disconnect your MATRIX from the vehicle s power supply a notification is sent to MATRIX Should confirmation of the alarm with you reveal that the vehicle could be in the process of being stolen our recovery team will be dispatched Early Warning We will alert you if your vehicle moves while early warning is enabled Once you have enabled early warning via your Smartphone please ensure to disable it before you start your next trip Button Remote Control By holding down the button on your remote for longer than 4 seconds you will send a panic signal to MATRIX indicating that you or your vehicle is in danger Available on selected Smartphone platforms How do set up a Service Notification www matrix co za EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D How does Internet Tracking work To get started with our MATRIX Internet Tracking service all you need to do is Call MATRIX on 011 654 8090 to receive your login details username and password Visit www matrix co za At the top right hand corner you will see a login section Type in your username and password and you will be taken directly to the MATRIX Internet Tracking site PLEASE NOTE Should your vehicle be stolen or hijacked the Internet Tracking service will be suspended until the re
15. less safe than others Should your vehicle enter such an area MATRIX will notify you via a phone call or if preferred via SMS This is a preventative measure to keep you out of harm s way Tax Logbook Enables you to generate an automated tax logbook based on travels for private and or business related purposes It s the quick and convenient way to fulfil your vehicle tax allowance requirements Refer to page 39 for more information Service Notification We understand that you have a lot to remember this is why we have created a Service Notification offering From the MATRIX Internet Tracking site you can set up a service notification email reminder for Vehicle Service intervals Refer to page 37 for more information How do you locate my stolen or hijacked vehicle Using sophisticated GPS technology we can establish a very accurate position of your vehicle The recovery teams are immediately dispatched to that specific location and using state of the art equipment the vehicle can be located and recovered A recovery can never be guaranteed but MATRIX advanced technology provides us with the best chance possible EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D How is the theft or hijacking of my vehicle reported to MATRIX We are notified that you require assistance in any of the following ways You contact us In the event of a theft or hijacking call MATRIX on 0800 111 322 MATRIX will th
16. location The current speed of a moving vehicle Your position in relation to that of your vehicle Matrix App Provides on the go accessibility to vehicle tracking and vehicle admin and places emergency assistance at your fingertips via your Smartphone Available on selected Smartphone platforms PLEASE NOTE To access this service you will need to download the MATRIX Internet Tracking App from Android or Apple App store EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D Crash Alert Should your vehicle be involved in a serious accident not a bumper bashing or pothole an alarm will be sent to us informing us of your accident and your location The situation will be assessed and if necessary help will be dispatched to your GPS location Refer to page 42 for more information PLEASE NOTE Crash Alert does not apply to vehicles that can transport more than 1Ton vehicles that can transport more than 8 passengers Refer to page 46 for more information and applicable restrictions EN Roadside Assistance M Should your vehicle break down run out of fuel or have a flat tyre simply press the button on your remote and we ll call you to establish what type of assistance you require and send the necessary help to your current location PLEASE NOTE Roadside Assistance does not apply to vehicles above 3 5T Refer to page 50 for more information and applicable restrictions NoGo Zone Some areas are
17. martphone PLEASE NOTE To access this service you will need to download the MATRIX nartphone pl Internet Tracking App from Android or Apple App store EVERYTHING YOU NEED TO KNOW ABOUT MX2 ENHANCED SAFETY SECTION C o How do you locate my stolen or hijacked vehicle How is the theft or hijacking of my vehicle reported to MATRIX You contact us n the event of II MATRIX on 0800 111 322 Your Battery Tamper Alarm is activated ur vehicles battery or disconnect your MATRIX from the vehicles EVERYTHING YOU NEED TO KNOW ABOUT MX2 ENHANCED SAFETY SECTION C o Early Warning ote Tor longer nan 4 seconas you will send a panic S gnal to To access this service you will neei download the MATRIX Internet Tracking Ap m Android or le App store EVERYTHING YOU NEED TO KNOW ABOUT MX2 ENHANCED SAFETY SECTION C How does Internet Tracking work X on 011 654 8090 to isit www matrix co za PLEASE NOTE Should your vehicle be stolen or hijacked the Internet Tracking service will be suspended until the recovery process is complete Internet Tracking will then be reactivated SS P TR ADVANCED SAFETY EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D What protection does Advanced Safety give me As well as providing you with core tracking and recovery services
18. mwX TELEMATICS Telematics Africa Pty Ltd Matrix Corner Howick Close Waterfall Park Midrand 1686 Gauteng South Africa PO Box 12326 Vorna Valley 1686 South Africa Tel 011 654 8000 Customer Care 011 654 8090 www matrix co za You Tube Matrix rightbyyourside MatrixTracking Matrix Tracking
19. on the MATRIX Internet Tracking site any time day or night past and present trips and route replays of your vehicle s past This includes vie 1g your nformation pinpoint Positioning RIX s advanced technology allows us to tell you the pinpoint GPS location of your vehicle EVERYTHING YOU NEED TO KNOW ABOUT MX2 ENHANCED SAFETY SECTION C SE Battery Tamper Alarm This proactive alarm instantly alerts us should your MATRIX be disconnected from your vehicle s powe supply or should the power supply of your vehicle be interrupted Panic Button Remote A VA EB tton on one b a distress rt uth African border we call you to confirm if your vehicle is unde Smartphone Tracking ith MATRIX Smartphone Tracki g n can now track your vehicle via your Smartphor anywhere anytime in real time All Smartphone users who have either the MA MX2 or MATRIX MX3 fitted to their vehicles can use this Smartphone Tracking service to view Your vehicle s movement history idual trip routes on the The start and end point of each trip Your vehicle s current location The cur oeed of a moving vehicle Your position in relation to that of your vehicle Control early warning Matrix Provides on the go accessibility to vehicle tracking and vehicle admin and places emergency assistance at your fingertips via your S
20. roblem entitles you and the other travellers to the hotel accommodation benefit but they would prefer to continue with their journey immediately we will arrange and pay for them to reach their destination This benefit is subject to the driver qualifying for a rental vehicle in terms of the vehicle rental companies general terms and conditions Any costs incurred will be limited to rental charges delivery and collection of the hired vehicle The vehicle must be returned to the vehicle rental If a breakdown occurs outside a radius of 100 km of the member s normal place of residence and results company on arrival at the destination Transmitting urgent messages We will relay messages of delay or rescheduled arrangements to a nominated family member or business colleague at your request Vehicle recovery If the vehicle problem has occurred outside a radius of 100 km of your normal place of residence and the vehicle has to be left for repair we will arrange and pay towards the cost of collecting the vehicle Once the repair has been completed your vehicle will then be returned to your normal place of residence Vehicle storage If an overnight delay is necessary we will arrange and pay for the safe storage of the vehicle EVERYTHING YOU NEED TO KNOW ABOUT MX3 ADVANCED SAFETY SECTION D ALL PAYMENTS REFERRED TO PREVIOUSLY ARE SUBJECT TO THE LIMITS AS DETAILED B
21. y f fi ind t icl I th le f f yoi DO LEAVE THIS BOOKLET IN YOUR VEHICLE KEEP IT IN A SAFE PLACE AT HOME OR WORK WHERE YOU CAN REFER TO IT AT ANY TIME What can I do to help myself in a hijack situation HOW YOU CAN MAKE A DIFFERENCE SECTION A EMPOWERMENT 9 Your actions can make a world of difference er that a hijacker is probably just as nervous as you are so try not to panic or do anything that will panic the hijackers Do not scream or make sudden movements such as motioning with your hands e Avoid eye contact with hijackers and make sure your hands are always visible ideally at chest level This will show that you are not a threat Quietly but clearly assure the hijackers that they can take your vehicle Try to memorise the details of the hijackers and the environment Call any of the listed emergency numbers once you are out of danger Report the incident to the police immediately PLEASE NOTE This information serves as a guideline on how you can protect yourself and those you care about MiX Telematics cannot be held liable for any damage or loss whatsoever resulting from the use of the above information Responsibility for the use of this information is strictly and solely at the discretion of the user How do report a stolen or hijacked vehicle 0800 111 322
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