CCTV Monitoring User Handbook

Contents
Foreword 1. Contact Information 2. General Information 2.1 Police Response/URNs (Unique Reference Numbers) 2.2 Alarm Company Security Codes 2.3 End User Security Codes 2.4 Connection Forms 2.5 Instructing the Alarm Receiving Centre 3. CCTV Overview 3.1 Remotely Monitored CCTV Installations 3.2 CCTV Surveillance System 3.3 System Configuration 3.4 Definitions and Abbreviations 3.5 CCTV Monitoring 3.6 What do Remote Video Response (RVR) offer 3.7 Features of Remote Video Response Centre (RVRC) 3.8 Installation Standards 3.9 CCTV Design Considerations 3.10 Management of CCTV Systems 3.11 System Specification 4. CCTV Monitoring Contracts 4.1 Overview 4.2 Responsibilities 4.3 Contract Documents 5. Connection of CCTV Systems 5.1 How to organise a connection 5.2 Preliminary Testing 5.3 Making a System Live 6. Commissioning of Installations 6.1 Overview 6.2 Commissioning Procedure 6.3 Commissioning Requirements 6.4 Acceptance of System 8. CCTV Incident Monitoring 8.1 Active Incident Handling 8.2 Response Plan 8.3 Police Intervention 8.4 Calling Keyholders 9. False Alarms 9.1 General 9.2 Multiple False Alarms 9.3 Disablement Procedure 10. Remote Access to Site 10.1 Preventative Maintenance 10.2 Corrective Maintenance 10.3 Walk Testing 11. Records and Reports 11.1 Overview 11.2 Detail of Records 11.3 Reports 12. Quality Testing 13. Service Levels 13.1 Incident Response Time 13.2 Local System Fault Reporting 13.3 Telephone Response 13.4 Incident Investigation 13.5 Customer Complaints 13.6 Event Reporting 13.7 New Site Connection 14. Data Protection Act 14.1 Compliance with Data Protection Act 14.2 Further Reference APPENDIX A Schematic diagram of a typical monitored CCTV system APPENDIX B Typical CCTV System Policy Statement

7. Incident Handling Options 7.1 Overview 7.2 Monitoring Options

Foreword
This booklet and the material recorded herein is the property of RVR and shall not be used or copied without the express permission of RVR. Alarm Companies and End Users, who connect monitoring services with RVR, are entitled to use extracts from this document to form their own terms and conditions of service to their customer or for their own CCTV monitoring policies. This booklet has been prepared exclusively for RVR customers. It sets out essential information regarding the services provided to Alarm Companies and End Users for the provision of CCTV monitoring services. Covering both administrative and operational procedures, it is essential reading for everyone within your organisation connected with CCTV monitoring system installation, administration, servicing and management. This booklet should be read in conjunction with our standard terms and conditions and whilst we believe we have covered all aspects of service provision, the references cannot be exhaustive and our trained staff are always available to assist you further. Information provided within this booklet is in accordance with BS8418: 2003; Installation and remote monitoring of detector activated CCTV systems Code of Practice, and BS5979: 2000; Code of practice for remote centres receiving signals from security systems. References This guide is based on and should be read in conjunction with the following reference documents; BS5979: 2000 Remote centres receiving signals from security systems BS8418: 2003 Installation and remote monitoring of detector activated CCTV systems Code of practice BS7958: 2005 Closed circuit television (CCTV) Management and operation Code of practice BS7992: 2002 Code of practice for exterior deterrent systems BS EN 50131-1: 1997 Alarm systems Intrusion system Part 1: General requirements BS EN 50132-7: 1998 Alarm Systems CCTV surveillance systems for use in security applications Part 7; Application Guidelines DD243: 2002 Code of practice for intruder alarm systems incorporating alarm confirmation technology DD245: 2002 Code of practice for management of false alarms NACP20: NACOSS Code of Practice, for the Design, Installation and Maintenance of Closed Circuit Television Systems PD0008: 1999 Legal admissibility and evidential weight of information stored electronically The criminal procedure and investigations act 1996 The Data Protection Act 1998 The Human Rights Act 1998 SIA Security Industry Authority

1.0 Contact Information

RVR Sales & Accounts RVR Crocus Street Tel: The Meadows Fax: Nottingham Email: NG2 3EJ

0870 601 0115 0870 601 0036 rvrsales@chubb.co.uk

RVR Alarm Receiving Centre RVR Acorn House Tel: 0870 606 0252 Shab Hill Fax: 0870 606 7278 Birdlip Email: dlforrvroperations@smc-net.co.uk Gloucester GL4 8JX

The RVR Alarm Receiving Centre conforms to both BS5979 for Category II Alarm Receiving Centres and BS8418 for the Installation and Remote Monitoring of Detector Activated CCTV Systems. Our Quality Systems are recognised by the NSI (NACOSS scheme) for the monitoring of Intruder Alarms and Fire Alarms. RVR is currently in the process of applying for recognition for the monitoring of Detector Activated CCTV Systems. All RVR operatives are licensed under the SIA scheme for CCTV Public Space Surveillance (PSS). RVR operates the SIA Approved Contractor Scheme for all new employees and those undergoing Licence Training and Application. For further details visit www.sia.org.uk. This booklet contains information concerning CCTV systems only, for information concerning Intruder and Fire Alarm Monitoring please contact the Alarm Receiving Centre.

2.0 General Information

2.1 Police Response/URNs (Unique Reference Numbers) If you are installing a Security System and you require a Police response, it is essential that you: a. Are in receipt of the full Police 'Intruder Alarm Policy' relevant to the area in which the alarm system is to be installed. b. c. Appear on their Recognised List of Installers. Are allocated a URN (Unique Reference Number) by the Police for each system installed. 2.2 Alarm Company Security Codes Certain information exchanged with an Alarm Company may only be carried out under a strict security discipline. Upon receipt of your signed contract, we will allocate your company an account number and a Company Identity Code. You will then be invited to allocate a further code for each of your engineers, which will be matched to your unique Company Identity Code. Please ensure that Engineers are made aware of your Company Identity Code and their Unique Identification Number and that all the allocated digits are quoted. Information or changes over the telephone by your company will only be made upon acceptance of the correct code. 2.3 End User Security Codes End Users are required to use a Password to exchange information for alarm verification purposes. The customer may choose a password of up to 10 characters of his/her own choice. The Alarm Receiving Centre is to be notified of the security password no later than at the point of commissioning the monitored system. NOTE: For security purposes the password should not be divulged to the Engineer. 2.4 Connection Forms RVR complies with BS EN ISO 9001, and as you would expect from a conforming Security Company, data accuracy is essential. We would ask that a Connection Form supports every new connection. If you have any queries relating to the completion of an Alarm Receiving Centre Connection Form, please contact our Administration Department on 0870 601 0115 who will be pleased to advise you.

Note: Where a URN has not been provided by the Alarm Company for that system, RVR will not normally pass alarm incidents to Police Authorities who require a URN. It is your responsibility to ensure that any change in status of a URN that will affect RVR's response to alarm incidents is notified, in writing, to your Alarm Receiving Centre immediately. We need to be kept informed of the following URN status changes: Level 1 Issue of new URN's and reinstatement of withdrawn URN's to Level 1 Level 3 Withdrawal of Police Response Level 4 Deletion of URN's

Should a Police Authority notify us directly of a change in URN status, we will make the appropriate change to our database and inform you in writing that a change has been made.

2.0 General Information

2.5 Instructing the Alarm Receiving Centre Due to the security nature of instructions and the implications of an accurate response, we would ask that all instructions from Alarm Companies are made in writing on the appropriate form. Where End Users instructions cannot be forwarded via the Alarm Company they should be received on company headed paper. All instructions will be confirmed back to the Alarm Company as proof of receipt. Often this will be in the form of the amended computer print out so that you can check your instructions have been interpreted to your exact requirements. In the unlikely event of absence of confirmation, the Alarm Company should contact the Alarm Receiving Centre. Emergency changes relating to Contacts, Passwords, Site and Contact Telephone Numbers or Open/Closing Times (monitored), can be accepted directly from End Users, provided they are registered Contacts and hold legitimate passwords. IMPORTANT NOTE: Audit Liability The management of data is the most critical process within the Alarm Receiving Centre and requires the highest level of management control by both the Alarm Company and RVR. We strongly advise that at least once per year you carry out a critical data audit, i.e. telephone numbers, URN, Contacts, etc. RVR do not accept liability for any loss or error that may occur as a result of: Data/instructions that have not been confirmed in writing by the Alarm Company. Where instructions have been submitted on non-RVR recognised forms. Where the Alarm Company has not monitored the receipt of RVR data change acknowledgements or has not audited received acknowledgements for correctness.

3.0 CCTV Overview

3.1 Remotely Monitored CCTV Installations CCTV is a proven and powerful deterrent to crime, working in hand with other security disciplines to protect people, and property. CCTV Installations have been used for many years to provide enhanced surveillance of both open and secure sites. Historically the majority of these installations have been monitored in dedicated control rooms. Over recent years technical development has made remote monitoring more viable and has invested significantly to establish our stateof-the-art Remote Video Response Centres (RVRCs) which can provide an effective reliable service to end users. CCTV surveillance systems simplistically consist of the hardware and software components of a CCTV system installed and operated to monitor a defined security zone. Unlike early electronic CCTV surveillance systems, those available today can be tailored to meet the requirements of specific sites. Matching of the equipment with the site characteristics is the crucial first step at the design stage enabling selection of the appropriate equipment. Similarly the system can only be effective if it is efficiently monitored and monitoring personnel need to be confident that activations only originate from genuine intruder activity. Wrongly specified systems offered to clients as a cost saving alternative to manned guards severely damage the reputation of installers and monitoring companies. 3.2 CCTV Surveillance System A typical CCTV surveillance system comprises the following component equipment: Site Cameras Camera control equipment Sensors Communicator (data & audio) System control Recorder Remote Visual Monitoring Centre Receiver  System Control Video/Digital recorder Communicator audio interface 3.3 System Configuration Details of the site installation, excluding the remote monitoring arrangements, should be provided to the RVRC using a CCTV Connection Form (RVR005) and Site Plan (RVR011), a Typical CCTV surveillance system configuration is shown in schematic form in Appendix A. 3.4 Definitions and Abbreviations Active Monitoring: Incident based monitoring arising from automatic detection of activity in a restricted area causing the CCTV system to transmit stored images to a RVRC. A trained operator is then able to review both stored and live images from the system and carry out a predefined response plan. Cameras: Units containing an imaging device producing a video signal from an optical image. Camera Control Equipment: A transmission and receiving device for controlling remotely such features as pan & tilt and lens functions. Closed Period: The time between the system being set and unset at the protected site. This could be overnight or for a weekend, and could change according to site type. Communicator Audio Interface: A device enabling one- or two-way audio communications. Communicator (Data & Audio): A device enabling digital and analogue communication signals to be passed via telephone or radio links to and from a remote station. IP: Internet Protocol Pre-commissioning Tests: Tests carried out to demonstrate the effectiveness of the installed system and its suitability for acceptance by the RVRC.

3.0 CCTV Overview

PTZ Presets: Settings of a steer-able camera unit enabling the unit to be returned to predetermined positions used for reference images. Receiver: A device installed at a remote monitoring centre enabling processing of signals transmitted from a site installation. Recorder: Equipment to provide either intermittent or continuous recording of video signals. Remote Video Response Centre (RVRC): A manned operation capable of receiving multiple concurrent CCTV images from remote locations for the purpose of interacting with the site(s) to provide security and related services. Sensors: A device installed to detect change in background conditions. This may be in the form of Passive Infrared detectors (PIR) or Video Motion Detector (VMD). System Control: A device within a secure environment enabling all equipment installed at site to be functionally controlled. System Control (Remote): Equipment permitting a remote monitoring centre to control specific functions of a site installation. Digital Video Recorder (DVR): Devices installed at site and the remote monitoring station for recording video images from site cameras. Walk Test: A system test carried out between the on-site engineer and the RVRC where connectivity is initiated from site following activation of on-site detection equipment. 3.5 CCTV Monitoring Effective and reliable CCTV surveillance can only be achieved if the fundamental criteria of system design has been addressed and all potentially influencing factors carefully considered. Successful detection of intruders is dependent on minimising false activations and operational  efficiency of the RVRC. Monitoring can be provided by: A control centre within the customers own premises A contracted monitoring service with installing company using installing companys own RVRC A contracted monitoring service through installer with a RVRC operated by a subcontractor A contracted monitoring service direct with independent RVRC

The latter three categories can generally be defined as Remote Video Response Centres. 3.6 What do RVR offer Dedicated CCTV remote-monitoring centres networked to permit load distribution in the event of abnormal climate conditions, system malfunctions, temporary manning difficulties, including; Full technical support System Connections accepted throughout full twenty four hour period Engineer Testing Automatic arming/disarming for nonapproved systems Guard Tours Years of experience in monitoring CCTV systems backed up by close cooperation with major designers in system development Long term stability and financial security as part of a primary group in the security industry Integrated Facilities Management packages for remote sites, including building system management, access control, security, and keyholding. Assistance with installation and sales training including future trend assessment. Trouble shooting

3.0 CCTV Overview

Open days for engineers and sales people Customer Demonstrations Flexible Access Control Advanced telemetry protocols Service tailored to clients requirements Primary Objectives Detection and Notification Challenges Monitoring Identification Resolution (personal features, vehicle number plates) Recognition Signal Recording

3.7 Features of Remote Video Response Centre (RVRC) RVRCs are equipped after detailed consideration of the following: Video input & output signalling characteristics Prioritisation Expansion capability Sector picture selection Camera control facility Protection against unauthorised interference Storage facilities Monitoring centre environmental control Power failure protection

Considerations Open/closed site Obstacles Bright lights Reflections Direct sunlight Environment

Options/Features Colour/monochrome Supplementary lighting Pan/tilt/zoom facility Access Control Remote Control IP Transmission

Construction and operation of RVRCs follow the requirements of BS 5979, Remote monitoring centres for alarm systems, and procedures are compliant with ISO.9001, Quality Systems. All operational staff are recruited to the requirements of BS 7858:2004, are licensed under SIA guidelines and security screened (as are all personnel employed in a security environment). 3.8 Installation Standards Detection systems should be installed to BS8418 and the appropriate parts of BS EN 50131, this standard provide requirements for Intrusion Systems and in addition for systems that provide an exterior deterrent the requirements of BS7992 apply. CCTV Systems used in security applications should be installed to the guidelines provided within BS EN 50132-7 and BS8418. 

The rapid rate of development precludes prescriptive recommendations, however it is possible to design efficient cost effective systems if the essential criteria are identified in advance. 3.9 CCTV Design Considerations The following statements contain key design considerations when specifying CCTV systems for compliance to BS8418, this list is not exhaustive and reference should also be made to the British Standard; Ensure that sensors strictly relate to visible horizons. Sensor activations that cannot be related to a CCTV image will inevitably lead to "No obvious cause" comments;

3.0 CCTV Overview

identification difficulties debase the entire installations efficiency. Restrict sensor range to covering confines of the enclosed site, ensuring that activations are not triggered by movement from adjoining footpaths or roadways and where possible, care should be taken to ensure cameras do not overlook public areas. If cameras are triggered by passers-by or traffic outside the designed installation boundary remote intervention will be initiated occupying value receiving equipment and human resources. Sensor fields should ensure that unauthorised movements cross the beam rather than entering the field head on. The negative effects of the rising and setting sun both on CCTV images and PIR detectors should be carefully assessed avoiding East-West directions as far as possible. If unavoidable, the installation of secondary detectors oriented in a different direction and paired should be considered. Multiple detectors connected to a single PTZ camera that automatically drive cameras to preset locations should be individually identified by the CCTV system. Cameras should be programmed to return to a reference field of view linked to an appropriate sensor following completion of an event. PTZ cameras should ideally be considered as multiple position fixed cameras corresponding to each preset position. It should not be possible for an intruder moving at less than 2 m/s to pass out of the field of detection before the camera can be moved to view the area. Camera fields of view should be optimised to ensure that identification requirements can be met, for the purposes of verifying an event the field of view should be set to a 1.6m high target filling a minimum of 10% of the picture height. If recognition of an intruder is an objective then images sizes should be considered in excess of 50% of picture height.  Entry/exit routes should be viewed by fixed cameras or a PTZ camera with its parked position viewing the entry/exit route. Detectors should only cause activations within the specified field of view of associated cameras. Detectors and cameras should be suitable for the environmental conditions in which they are sited and there should be sufficient lighting on site to illuminate the cameras field of view. Lighting should not be positioned to directly face cameras and where timers control lighting these should be changed to and from British Summer Time. Where audio challenge facilities are provided, these should be audible within the protected area and should be limited to reduce the implications of noise pollution across site boundaries. Systems should be designed to initiate an event within 1 second of detection except where delays are introduced by detection within an entry/exit route. The system should send continuous video images whilst under surveillance by the RVRC. Video loss, tampers, line failure, power failure and failure of CCTV system within a set condition should be signalled to the RVRC. Setting and un-setting procedures should ensure that unwanted activations are not caused through this activity. Therefore, automatic timed setting and un-setting carried out remotely via the RVRC may not be suitable for systems that are required to meet BS8418. All of the above are as described in BS 8418

3.10 Management of CCTV Systems Site Management of CCTV Systems that receive, hold or process data about known persons should be carried out in compliance with the

3.0 CCTV Overview

Data Protection Act and Human Rights Act. In addition, BS7958 provides supplementary guidance for owners of CCTV systems installed in places where the public have a right to visit. This includes CCTV systems where cameras view areas to which the public have access, where cameras are sited within a public area or where cameras overlook a public area. For example; Places in private ownership, but where the public perceive no boundary Places where a public service is offered Public footpaths, roads, etc. Education establishments, hospitals. Sports grounds, supermarket. housing areas Investigation, complaints, nondisclosure and disciplinary measures Periodic review and reporting Standard forms

Warning Signs Appropriately sized signs should be placed in and around the area where CCTV cameras are located, notifying people of the existence of the cameras. These signs should also identify the owner/operator of the system and the purpose or purposes for which the data may be used so people can exercise their rights under the Data Protection Act. Signs should be placed in the proximity of the cameras so that the public are aware that they are entering a zone that is covered by surveillance equipment. The signs should be clearly visible to members of the public.

The primary requirements of BS7958 are; Objectives and Policies The objectives of the CCTV system should be documented in writing and an example of a typical policy statement is provided in appendix B. Documented Procedures Documented procedures should for operation of the CCTV system typically cover; Organisational responsibilities in connection with the system Administration Staffing and training Communication Documentation Control room operations, where applicable Access and security screening, including remote access Data handling and disclosure Observation and incident protocol Tape administration and recorded material registers Maintenance and faults 

Other operational considerations The following recommendations are considered good practice and provide a resume of the recommendations provided within associated British Standards; Weekly checks should be made on the operational effectiveness of lighting, this can be achieved by viewing images recorded in the hours of darkness. 3.11 System Specification Integrated communication, receiving, remote control and signal recording interfaces are available. The RVRC preferred systems are available upon request. Where Pan/Tilt/Zoom (PTZ) cameras are installed these should be set up to provide discrete coverage of identifiable sectors referenced to stored pre-set camera positions Telemetry protocols should always be verified with the RVRC prior to specification.

4. CCTV Monitoring Contracts

4.1 Overview Arrangements for monitoring CCTV systems must be covered by the following: 1. 2. 3. Standard Terms and Conditions (Not applicable to intruder monitoring) CCTV Contract Local Agreement System specification comprising; Insurance Requirements Assignment Instructions Customer Requirements System Record Standard Monitoring Agreement A Standard Monitoring Contract (RVR003) details the particular conditions applied to CCTV monitoring arrangements. Local Agreement This document is specific to the installation to be monitored including any instruction/ amendments agreed with the end user. The individual sections are as follows: Insurance requirements identifying any required indemnification and third party insurance requirements. Assignments identifying any transfer of rights or responsibility to others Customer requirements identifying the customers instructions specific to the monitoring of the installation including the Connection form, and any standing instructions. Details of the site installation should be confirmed on the CCTV Connection Form (RVR005). The layout of the site and camera/sensor fields of view shall be identified on the Site Plan (RVR011). The action the End User requires the RVRC to perform in the event of alarm activity shall be identified on the Risk Assessment Response Plan (RVR007). System Records identifying the RVRC interpretation of the Connection Sheet, Site Plan and any standing instructions will be retained by the RVRC, together with a Commissioning Form (RVR009) indicating the outcome of system commissioning.

4. Schedule of Cost Elements 4.2 Responsibilities The RVRC Manager will review connections for monitoring of CCTV installations before systems are made live, it will be verified that a current Standard CCTV Monitoring is in place and that monitoring arrangements comply with industry standard and ACPO requirements. Where monitoring is carried out for an Alarm Company, the alarm company is responsible for ensuring that all applications for connection into the RVRC are covered under the current Standard CCTV Monitoring Contract before applying to make the system live. The Alarm Company must also ensure that installations meet with the client and industry standard requirements. The Alarm Company must notify the RVRC of any changes to the monitored installation in writing. Direct End Users are responsible for ensuring that all applications for connection into the RVRC are covered by a current Standard CCTV Monitoring Contract before applying to make the system live. The End User must also ensure that installations meet with industry requirements and that the RVRC is notified of any changes to the monitored installation in writing. 4.3 Contract Documents 10

5. Connection of CCTV Systems

5.1 How to organise a connection Monitoring connections can only be made live if contractual arrangements have been formalised. If you wish to make a connection into RVRC you need to carry out the following: If you do not already have a contract with RVRC contact the RVRC sales department (0870 601 0115) to arrange for the relevant contract package to be forwarded for signature. Advise the RVRC of the intended connection date. Confirm that the installation complies with BS8418 and BS 50132-7 or submit a signed disclaimer statement if the installation does not comply. Confirm that the system has been designed to permit monitoring by transmission of CCTV images to RVRC. Complete a CCTV Connection Form. Provide Equipment Inventory. Prepare a Site Plan for integration into our records. Agree that on completion of commissioning, control of the system, when armed, will be solely with the RVRC Before each system is made live the RVRC will require signed contract documents to be in place and all system record details must have been entered on the CCTV System Record Database including a Site Plan to enable the RVRC to process incoming signals. Where possible system commissioning requests should be faxed or emailed twenty-four hours in advance to enable this operation to be planned into the daily work programme. RVR are not responsible for any failure to carry out correct testing of the system on site. Commissioning of the system will be carried out in accordance with the procedure outlined in Section 6 of this handbook. The Commissioning Record together with the Connection Form and Site Plan constitutes the specific schedule to the Monitoring Contract.

On receipt of your notification the RVRC will set up a system record file with the basic details which will allow you to carry out any necessary preliminary system testing. 5.2 Preliminary Testing Preliminary system testing should be preplanned and the programme agreed with the RVRC to enable a systematic review of the site installation, communications links and monitoring characteristics. Please note that we will not retain records of preliminary testing. 5.3 Making a System Live 11

6. Commissioning of Installations
6.1 Overview The primary objective of commissioning is to verify that the objectives of the system design are achievable. In carrying out commissioning it is essential that each camera/sensor is activated and critical assessment made of the monitored images in both day and night conditions. 6.2 Commissioning Procedure Prior to commencing commissioning a system, the RVRC will prepare a system record file from the CCTV Connection Sheet, Site Plan, Schedule of Equipment and the CCTV Site Commissioning Record Form. The installer must carry out pre-commissioning tests and make appropriate adjustment/ modifications to the site installation to ensure that the final commissioning process can be carried out systematically. Any changes to previously advised details must be confirmed prior to commissioning testing. NOTE: 24 HOURS NOTICE REQUIRED TO PERMIT FILE TO BE SET UP 6.3 Commissioning Requirements Commissioning must follow a logical progression and verify that all inventory items relevant to monitoring of the site are tested. The appropriate sections of BS8418 should be taken into account when commissioning a system. Commissioning of systems should be carried out as a three-part exercise:1. Daytime Testing Testing all sensors linked to RVRC, ensuring that they are correlated with the appropriate camera, source location display should also be tested if available Testing all cameras linking to RVRC Testing of all arming/disarming devices 12 Testing of camera controls (Pan/Tilt/Zoom). Camera pre-set and remote operation should be checked for the full field of view. A reference image may be stored for finalised PTZ presets. (If preset changes are required at any time the RVRC must be notified) Testing of audio links All daytime tests should be carried out whilst the system is armed from site. Tests where connectivity is achieved by connecting from the RVRC to site will not be accepted as this fails to prove connectivity on alarm and verify alignment of motion paths with those of the CCTV camera. 2. Night-time Testing Night checks to assess quality of supplementary lighting and image resolution. Camera tests must be undertaken with and without supplementary lighting (where applicable) 3. Seven Day Environmental Soak Testing During this period the system remains under review to permit evaluation of the effects of environmental influences ANY DIFFICULTY IDENTIFIED DURING THE COMMISSIONING PERIOD WILL BE LOGGED AND BROUGHT TO THE ATTENTION OF THE INSTALLATION COMPANY. 6.4 Acceptance of System Acceptance of a system for monitoring is the sole discretion of the RVRC. On satisfactory completion of the 7-day environmental soak test the system control password will be changed to prohibit control other than by the RVRC. At this stage the RVRC contractual obligation commences. The RVRC will confirm acceptance by returning an acceptance certificate to the customer.

7. Incident Handling Options

7.1 Overview Our RVRCs have the facility to log communication signals, record video data, control site equipment remotely and communicate with sites using audio links, make notifications to emergency authorities (where permissible), keyholders and alarm maintenance companies. Monitoring of CCTV installations has numerous permutations and our RVRCs have standard monitoring procedures covering each major option available. The main options are: Linked with approved intruder alarm Not linked with intruder or unapproved system Linked with audio challenge Guard Tours Customer Action/Notification Instructions Notification of emergency authorities Notification of keyholders Prescribed Action on failure to achieve contact Communication Link Checks 7.2 Monitoring Options Linked with approved intruder alarm It is anticipated that where a BS EN 50132-7 compliant monitored CCTV system is linked with a police approved intruder alarm installation, the CCTV installation will be considered as the means of visual verification. Confirmation of this status should be sought from the relevant police authority. On receipt of an activation our operator will dial into the site to ascertain a reason for the activation. If there is reasonable reason to believe that the activation is the result of unauthorised interference with the security of the site, the operator will advise the police of the activation as a visually verified alarm, quoting the Unique Reference Number if allocated. 13 Where it is not possible to determine whether a suspected presence is authorised, the operator will follow the response plan. In instances where no reason can be determined for the activation the incident will be updated on the event log If a CCTV system is to be used to supplement a BS EN 50131-1 Intruder Alarm system as confirmation technology, the signalling path should conform to BS EN 50131-1 requirements.

Not linked with approved intruder alarm or unapproved system Where the installation is not linked to a police approved intruder alarm and/or the CCTV system is not compliant with BS EN 50132-7, the system will be considered simply as an aid to determine whether security at the site has been breached. On receipt of an activation our operator will dial into the site to ascertain a reason for the activation. If it is clear that a malicious incursion has occurred at the site, our operator will attempt to notify the specified police control room, where this telephone number has been provided by the end user. Should the police not accept the notification the primary contact will be notified. Where it is not possible to determine whether a suspected presence is authorised, the operator will follow the response plan. In instances where no reason can be determined for the activation the incident will updated on the event log.

Linked with Audio Challenge Where audio links are in place, these can be used as a deterrent to criminals or to facilitate identification of authorised personnel. Clear

7. Incident Handling Options

instructions on the use of audio challenges should be specified. The RVRC will not accept any liability for complaints arising from the use of audio challenges in residential areas. Clearly all personnel using the site when the system is armed should be fully aware of security password procedures. Incorrect password exchange or failure to respond will be considered as unauthorised presence. Guard Tours Integrated camera position presets can be programmed to enable predetermined guard tours to be carried out Where operator intervention is prescribed in the event of an activation precautionary guard tours will be carried out to determine if there is any obvious reason for the activation. If there is inferior picture quality or interference with field of view the End User will be advised System Status System status indicators are available giving visual display on site graphical plans to enable the operator to carry out activity assessments rapidly. Access Control It is not practicable to monitor closed sites with personnel present. Where authorised site access control is a feature of the installation, it is implicit that the access control system will automatically disarm the system on first entry and re-arm on last exit. The RVRC will not accept any liability for incidents where personnel remain on-site during the system set period. Where exceptions to this arrangement are proposed prior agreement must be formally proposed and agreed with the RVRC.

14

8. CCTV Incident Monitoring

8.1 Active Incident Handling System Status Our CCTV systems are capable of being polled by the RVRC to determine whether a site is open or closed. Alarm Images In the event of a detected event at the remote site the system should be capable of transmitting a sequence of stored images captured before and during the incident. The RVRC operator views these stored alarm images before reviewing live pictures to determine the likely cause of the event. If no activity is determined on the alarm images, then live pictures from the same camera will be viewed to determine if movement can be seen. If nothing can be seen then the event will be closed down and logged in the event log as nothing seen. In the event that activity can be seen then a full guard tour will be carried out of all cameras to ascertain whether any activity is present at any other part of the premises. It should be noted that whilst this guard tour will be carried out as a preventative measure, the system should generate an alarm condition to the RVRC in the event of movement in the field of view of any of the CCTV cameras included as part of the system. Live Images Following an activation, all camera positions including presets will be viewed where the alarm images or the Reference Images determine activity or changes at the protected site. If activity is identified, the live images will be retained on-line by the operator whilst the response plan is carried out. If no cause for the alarm is identified, the event will be closed as a false alarm. All images captured by the RVRC during an incident are stored for 31 days. Video Loss Signals The CCTV system at the remote site must be capable of determining and transmitting a Video Loss alarm to identify specific cameras that have become inoperable. On receipt of a Video Loss alarm the RVRC operator will advise site contact or keyholders of the problem. 8.2 Response Plan Specific instructions must be in place confirming the action you require us to carry out on receipt of an activation signal from the site. It is essential that these instructions are worded briefly and clearly, recognising that these instructions have to be transcribed to our database and the entry subsequently interpreted by our operators. The possibility of ambiguity in the instruction should be considered and clarification made if appropriate. Any updates to instructions should be passed to the RVRC on 0870 606 1278 and confirmation of receipt obtained by telephone. Amendments should be kept to a minimum where possible. 8.3 Police Intervention Police Intervention is determined in accordance with the prevailing ACPO policy URN Issuing The issue of Unique Reference Numbers to enable Police Response to a protected site is governed by the prevailing ACPO policy. Legislation is in place at the time of writing this document and specific applications should be made to the Alarm Manager within the relevant Police Force. URN applications are the sole responsibility of the Installation/Maintenance Company. Risk Assessment In determining Police Response to a protected site the level of risk to a site must be ascertained. In the event that persons are seen but no actual 15

8. CCTV Incident Monitoring

sign of malicious act is detected, the RVRC will contact the site/keyholder to request further instructions. This route would only be taken if the enactment of the Response Plan has failed to identify the person seen or removed them from the site. 8.4 Calling Keyholders There should be a minimum of 2 Keyholders available at all material times listed at the Alarm Receiving Centre, unless a 24 hour keyholding service is utilised in accordance with ACPO requirements. Each Keyholder should have transport available and should reside within 20 minutes travelling distance of the protected premises. RVR will allow 10 rings of the telephone before terminating the call during the day (0700 - 1859 hours) and proceeding through the Contacts list. RVR will allow 20 rings of the telephone before terminating the call during the night (0000 - 0659 and 1900 - 2359 hours) and proceeding through the Contacts list. In the event of all Keyholders being unavailable, RVR will continue to retry the Keyholders at approximately 20 minute intervals to a maximum of 3 retries. In the event that RVR has been unable to speak to an authorised Keyholder, RVR will notify the Alarm Company, wherever possible, that all Keyholders were unavailable. Answerphones are not an acceptable. Once a legitimate Keyholder has been contacted, the incident will be closed. Should a Keyholder decline to attend the premises it will be their responsibility to contact another authorised Keyholder. It is recommended that Contacts have mobile communications to ensure they are available at all times and to permit updates to be passed should the alarm status change whilst attending an alarm call. 16 The announcement of the RVRC telephone number to telephones that display Caller I.D. cannot be guaranteed

The above requirements apply to all types of alarm incident that require site attendance.

9. False Alarms
9.1 General Response times are seriously degraded if receivers are swamped by non-essential signals. Clearly our RVRC receivers cannot be configured to differentiate between spurious and genuine activations, therefore we rely on the Installer and the End User to minimise the number of nonessential signals communicated to the RVRC. Our CCTV monitoring resource allocation is based on the number of activations per week per installation detailed in the tariff/contract. We believe that this figure provides a reasonable margin for normal operation. 9.2 Multiple False Alarms False alarms can be generated by equipment malfunction or environmental problems such as tree foliage, animals, loosely secured objects, passing traffic etc. Many of these activations are spasmodic and it is frequently difficult to determine a cause. Installations generating repeated false alarms are assessed routinely and offending components should be disabled where it is not possible to rectify the problem. A standard disablement procedure applies in these instances permitting the RVRC to direct resources to priority monitoring tasks. 9.3 Disablement Procedure Where an installation generates excessive numbers of activations we will notify the end user and request that the problem is addressed (or advise that the camera/sensor requires to be disabled). The Camera/Sensor Disablement assessment criteria are as follows; Any camera/sensor generating more than four non-intruder activations in a one hour period will also be disarmed for one hour and the subscriber (or representative) advised. After one hour the camera/sensor will be returned to active status. 17 If the installation continues to communicate false activations the subscriber will be notified of our intention to disable the camera/sensor until the problem is rectified. Formal notification will be made in the event of malfunctioning equipment or suspected environmental effects. The notification confirms actions taken and should also be used to confirm reenablement authorisation and monitoring status of the site. Continuing false alarm generation requires remedial action and if the site problem is not rectified an additional charge will be made for each activation in excess of the agreed contractual amount.

Disabling a Camera which initiates "No Video Signals" Where necessary the camera No Video Signal message can be disabled leaving the sensor on line. This will only to be carried out after; Signals are received from a particular site indicating that the camera/sensor cannot transmit images or transmits multiple false alarms and that these have been assessed as not being due to malicious action. An alarm company senior engineer / Subscriber has been contacted and advised of the situation, authorises us to turn the camera/sensor off; and all details and actions have been logged including the authorisation and the reason. Confirmation of disarming is faxed or emailed to the alarm company by using a fault report.

Note: Following camera/sensor disablement it is the responsibility of the Alarm Company to confirm instructions to re-enable cameras/sensors.

10. Remote Access to Site

Each installation should be covered by a formal maintenance service agreement with an approved installer/maintenance company. This service agreement should provide for both preventative and corrective maintenance. 10.1 Preventative Maintenance A planned programme of preventive maintenance and system checks prescribed in NACP 20 and BS 8418 should be in place. The programme should consider the overall performance of the installation, review activation reports and camera disablement notifications. Where the overall effectiveness of the system is dependent on the ability of a RVRC operator interpreting CCTV images, a review should be carried out in relation to the end users current requirements, installed equipment and operational history. Assessments of monitoring capability should ideally be carried to a predetermined schedule, which should be used to formalise the findings. This final part of the assessment is normally in the form of a "Walk Test" 10.2 Corrective Maintenance Our RVRC is available to assist in investigations and proving tests. These can be in the form of a "Walk Test" or other agreed pre-arranged routines. If appropriate formal records can be arranged. 10.3 Walk Testing Routine commissioning or maintenance testing may require an "Engineers Walk Test." End Users may also require a "Customers Walk Test" as part of their own procedures. Full records of the walk test should be kept by both site and RVRC preferably using a Site Commissioning Record Form. The records should be agreed and include site, engineer/site representative, password, day and date and extent of test. 18 In the event of any fault being identified a record of the findings will be communicated to the Alarm Company. In order to ensure that testing is carried out in controlled conditions the following conditions should apply; Engineer Tests Service Engineers will need to be registered as an Authorised Engineer with the RVRC. Engineer should specify the site, the extent and sequence of testing, giving as much notice as possible to enable the system record to be brought up. Engineer must demonstrate authorisation by password etc. Ideally the test should follow the pre-arranged sequence. On completion of the test the Operator and Engineer should agree the record of test. At this point live images will be checked against the Reference Images to ensure that the system is compliant to the specification at Commissioning. Where authorised by the customer, new Reference Images will be stored to reflect changes. Engineer should advise the Operator that he is leaving site and if appropriate instruct that the site should be made "live". Customer Walk Test Customers may undertake a walk test of the system by prior arrangement with the RVRC. Site Representative should identify himself/ herself by name with a relevant authorisation password. Site Representative should advise the extent and purpose of the Site Walk Test specifying those sensors, cameras and audio points to be visited.

11. Records and Reports

11.1 Overview The principal records retained by the RVRC are; Activation Logs CCTV images Actions/ Notifications/Interventions Voice Communications (not audio announcements) Disablements System Records including changes to customer instruction for notifications 11.2 Detail of Records Activation Logs The time of receipt of initial activation and perceived causes will be logged against all activations as part of an auditable activation history. A prescribed menu will be used to classify causes. The time that the session closed down is also logged. CCTV Images All images received at the RVRC are recorded on time lapse video recording equipment. These images are stored in digital form either on Video Cassette Record tapes or CD-ROM. Video records are retained for a minimum period of 31 days. Actions/Interventions Whenever an assessment of activations is carried out, any remote operation of site equipment is logged. All operator interventions are logged including camera/sensor disablements and enablements. Voice Communications All inbound and outbound telephone calls are recorded. Notifications Notifications of site, keyholders, emergency authorities and alarm companies are logged, and where applicable allocated incident numbers recorded. Disablements 19 Operators have the facility to carry out disablement/enablement of cameras and sensors where these are causing problems that are affecting the overall efficiency of the RVRC. Where disablement is necessary the appropriate notification will be made. System Records and Changes to Instructions Connection details are retained and changes to monitoring instructions are logged. Activation Reports Activation logs and associated actions taken are retained for six months. Summaries are forwarded daily to Alarm Companies. 11.3 Reports The following reports are available dependant upon the chosen service level; Activation Logs: Daily summaries giving time of receipt, camera activated and action taken. Guard Tour Abnormal Incident Report: In the event of any abnormal observation during a routine check on an installation the subscriber will be advised. Camera/Sensor Disablement Notifications: Confirming disarming of cameras/sensors when fault conditions are suspected. Video Image Copies: Where appropriate copies of video images received at the RVRC can be provided. A small administration charge may be made in accordance with the Data Protection Act.

12. Quality Testing

Quality Checks The following quality checks will be pro-actively carried out by the RVRC subject to service level agreement; Weekly system health checks If a system has not activated within a seven-day period the RVRC will where possible, remotely access the system when it is reflecting set status. Each camera view will be accessed to ensure that a clear image quality can be obtained in line with the Reference Images stored at point of Commissioning. The RVRC will notify the customer by exception via fax or email if a fault is detected. Live Incident Quality Checks If during the handling of an Event the quality of an image is identified as poor, a fixed format notification will be issued to the customer advising them of the nature of the problem and requesting remedial action be taken. Critical Data Omissions If during the handling of an event critical data that is required to complete the response plan is unavailable or inaccurate (e.g. keyholder no longer valid) a fixed format notification will be issued to the customer by fax or email requesting the supply of the missing data.

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13. Service Levels

13.1 Incident Response Time Alarm activation images will be viewed, wherever possible, within the timescales defined within BS8418; Within 90 seconds of their arrival for 80% of activations received Within 180 seconds of their arrival for 98.5% of activations received It should be noted that excessive false alarms will lead to reduction in service levels. 13.2 Local System Fault Reporting When faults are detected on the system, customers will be notified by fax or email the next working day. 13.3 Telephone Response Wherever possible the monitoring station will ensure that; 80% of calls are answered within 15 seconds 95% of calls are answered within 45 seconds 13.4 Incident Investigation Incident Investigation Requests Alarm Company should formally request a detailed incident investigation, such as a request for supply of video/data information, using a Complaint/Query Confirmation Form quoting: Reference Number Site Name Time & Date of incident Information required Reason for information request Value of any potential claim Incident Investigation Reports Our response will provide; Verbal acknowledgement and interim response within 24 hours Written response including video tape review with video print out of any suspicious activity normally within three working days (subject to approval by the companies legal representative). Video Record Retention Recordings covering periods under investigation will be quarantined for six months from date of receipt of incident investigation request. 13.5 Customer Complaints Complaints received either in writing or verbally will be dealt with as follows; Alarm Companies should contact the Manager/ Supervisor with information regarding the complaint. Complaints from End User should preferable be received in writing. The RVRC provides an interim verbal report within one twenty-four hours and a full written report normally within three working days, subject to the conditions detailed above. All communication will be routed through the holder of the monitoring contract unless formal instructions are given to the contrary. 13.6 Event Reporting All events recorded within a closed period will be reported where possible, by fax or email to the customers nominated contact within the next working day. 13.7 New Site Connection A new site will be set up for commissioning within one working day of receipt of details from existing customers.

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14. Data Protection Act

14.1 Compliance with Data Protection Act RVRC is bound by the Office of Data Protection Registrar Code of Practice. In the interests of our customers, the following statements that refer directly to CCTV monitoring of premises have been extracted for information within the DPA regulations. If it is not possible to prevent periodic surveillance of areas accessible to the general public (e.g. public footpaths, adjacent roads etc) or monitoring carried out of garage forecourts the appropriate signage must be exhibited. This is the occupiers responsibility. Where the RVRC can control cameras, the fields of view should be restricted to ensure that they do not operate outside the scheme boundary. Where there could be a requirement to provide images to third parties there should be prior agreement from the occupier in writing. A statement complying with the seventh Data Protection principle to ensure that personal data on individuals whose images have been captured will be treated with respect will cover any response to a request for copies of video tapes. 14.2 Further Reference For further information please refer to the Office of Data Protection Registrar Code of Practice for users of CCTV and similar surveillance equipment monitoring spaces to which the public have access.

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Appendix A
Schematic diagram of a typical monitored CCTV system

Symbols and conventions for diagrams of CCTV installations

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Appendix B
Typical CCTV System Policy Statement 1.0 Owner <Company name> has in place a CCTV surveillance system on these premises. The system is owned by <Company name>. The <job title of person responsible for CCTV system> is responsible for operation of the system and for ensuring compliance with this policy and may be contacted as follows: <Job Title> <Address> <Telephone> <Email> 2.0 The system The system comprises: <insert basic details of the system i.e. Fixed position cameras; Pan Tilt and Zoom cameras; Monitors: Multiplexers; Video recorders designated record only; Video recorders designated play-back only, digital recorders, Magnetic tape erasers; Public information signs; Recording tapes>. Cameras are located at strategic points of the premises, principally at <insert location of cameras>. No camera is hidden from view and all are prevented from focussing on adjoining premises and public areas. Signs are prominently placed at strategic points to inform staff, visitors and members of the public that a CCTV installation is in use. Although every effort has been made to ensure maximum effectiveness of the system it is not possible to guarantee that the system will detect every incident taking place within the area of coverage. 3.0 Purpose of the system The system has been installed with the primary purpose of reducing the threat of crime generally, protecting the premises and helping to ensure the safety of staff and visitors consistent with respect for the individuals' privacy. These 24 purposes will be achieved by monitoring the system to: deter those having criminal intent assist in the prevention and detection of crime facilitate the identification, apprehension and prosecution of offenders in relation to crime and public order

The system will not be used for any purpose not stated above. 4.0 Live and Stored Images Images captured by the system will be monitored and recorded by staff having responsibilities for site security and in addition during set periods images may be viewed and recorded by the Alarm Receiving Centre at the address below; RVR Tel: 0870 606 0252 Acorn House Shab Hill Fax: 0870 606 7278 Birdlip Gloucester GL4 8JX Access is restricted to authorised members of senior management, RVR duty personnel and management, police officers and any other person with statutory powers of entry. 5.0 Administration and Procedures It is recognised that images are sensitive material and subject to the provisions of the Data Protection Act 1998; the Manager responsible for the system will ensure day to day compliance with the Act. All CCTV recordings will be handled in strict accordance with this policy and recorded images will be retained for a maximum of 31 days, excepting any specific images that are identified as providing evidential information under the purposes of the scheme, in which case they will be held until completion of any investigations or prosecutions.

Appendix B
6.0 Staff All staff having access to the CCTV system are made aware of the sensitivity of handling CCTV images and recordings. The Manager responsible ensures that all staff are fully briefed and trained in respect of their responsibilities from the use of CCTV, and licensed under the SIA Public Space Surveyor Guidelines. Training in the requirements of the Data Protection Act 1998 is given to all those required to have access to CCTV recordings. 7.0 Recording Each recording is uniquely identified and all activities associated with it are recorded in the Recording Log up to and including its final erasure and disposal. The Recording Log is kept secure and access to it is only available to relevant members of staff. Recordings are normally retained for 31 days from the date of recording. Where tapes are used as the recording medium, each tape will be reused on no more that twelve consecutive occasions. Once a tape has reached the end of its use it will be erased prior to disposal and the Recording Log will be updated accordingly. All recordings remain the property of Remote Video Response until disposal and destruction.

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GCES571M 11/06