What to do if…
your electronic monitoring device malfunctions and you are told it could be treated as a violation

What to do now

1. Stabilise your compliance first. If you have a curfew or location requirement, stay at your approved address unless your conditions clearly allow you to go elsewhere right now. Keep your phone on and nearby.
2. Use the official fault-report route you were given. Call the number on your tagging paperwork, or use the call function on your monitoring unit or base station if you were shown how. Say: “I’m reporting a technical malfunction and I’m trying to remain compliant.”
3. Use the right checked contact route for where your tag is managed.
   • In England and Wales, for curfew or location tags, contact EMS Curfew and Location Monitoring on 0800 137 291.
   • In England and Wales, for alcohol tags, contact EMS Alcohol Monitoring on 08081 780 058.
   • In Scotland, use your paperwork first; if you need the published Scotland electronic monitoring contact, G4S lists 0800 840 0783.
   • In Northern Ireland, use the contact route on your paperwork or contact your supervising officer, solicitor, or responsible official contact.
4. Ask for the fault to be logged and ask for a reference number. Write down the time, the number you called, who you spoke to, the reference number, and exactly what they told you to do next.
5. Notify your supervising contact as soon as you can. This may be your probation practitioner, criminal justice social worker, youth justice worker, prison licence contact, solicitor, or another named contact on your paperwork. Keep it short: “Device malfunction reported at [time], reference [number]. I am at [approved address] and staying compliant. Please confirm what you want me to do next.”
6. Make a quick proof pack.
   • Write when the problem started, what the device did, what lights, beeps, messages, battery warnings, or signal warnings appeared, and where you were.
   • Take photos if safe: the device on your ankle with the strap visible, the charger connected if relevant, and any error lights or messages on the monitoring unit or base station.
   • Keep photos for official contact or legal advice unless an official contact asks you to send them.
7. Do only the basic actions you were instructed to do.
   • Keep required equipment powered and connected.
   • Charge the tag if your tag type requires charging.
   • Stay close to the base station at the required time if your conditions require this.
   • Do not reset, reconfigure, remove, or repair anything unless the monitoring team explicitly instructs you; write down who gave that instruction.
8. If you are told it could be treated as a violation, reply with three facts and one request.
   • “I reported the malfunction at [time].”
   • “My reference number is [number].”
   • “I am at [approved address] and staying compliant.”
   • “Please confirm exactly what you want me to do next and whether I should remain here while this is resolved.”
9. If police or officials attend or call about a breach, keep it brief and consistent. Say: “This is a technical malfunction. I reported it at [time] and have reference [number]. I am following my conditions.” Ask for it to be recorded that you reported promptly and did not tamper with the device.