Frequently Asked Questions

The Lumin CareHub is a 15.6" IPS touchscreen device designed specifically for older Australians. It sits in a resident's home and connects them to everyone who matters - their family, their village community, and their care team. Voice activation is coming soon. It is remotely monitored 24/7/365, and requires no smartphone, no app download, and no login.

• Make and receive audio and video calls with family and friends
• Access community news, events, and village updates
• Submit maintenance requests
• Control smart home features - lights, locks, doorbells
• Access entertainment and wellness content
• Receive care plan information and upcoming visit schedules
• Trigger an emergency or duress alert (on-device or via wearable pendant)
• Connect with their care team via telehealth

No. The Lumin CareHub is designed for people who have never owned a smartphone, those living with reduced dexterity or vision, and those experiencing early cognitive change. It is intuitive from day one, with voice activation coming soon. Residents are onboarded personally - they are never handed a manual and left to figure it out.

The Lumin CareHub features a 15.6" IPS touchscreen display - large enough to be clearly visible and easy to interact with for residents with reduced vision or dexterity.

Yes - coming soon. The Lumin CareHub will include a built-in microphone array and full voice activation. Residents will be able to make calls, control smart home features, access content, and navigate the platform entirely by voice - no screen interaction required.

Yes. When voice activation launches, it will support multiple languages - ensuring residents who are most comfortable in a language other than English can still access support, make calls, and stay connected.

The Lumin CareHub supports triple connectivity: WiFi, Ethernet (PoE), and 4G/LTE SIM redundancy. This ensures continuous connection even in the event of a network failure - critical for safety and care functions. Voice activation (coming soon) will also leverage this always-on connectivity.

• Screen: 15.6" IPS touchscreen
• Stand: Integrated with VESA mount option
• NFC: 13.56MHz, ISO/IEC 14443A/B, 15693, Mifare
• Ports: USB-C ×2, USB-A, HDMI 1.4a, RJ45
• Connectivity: WiFi, Ethernet (PoE), 4G/LTE SIM
• Integration: Lumin Connect, powered by Workato
• Updates: Over-the-air (OTA) - no physical access required
• Monitoring: Remote, 24/7/365 including all peripherals

No - it is complementary. Residents who prefer using a tablet or smartphone can continue to do so. The Lumin CareHub is there for those who can't or won't use a phone. The platform serves everyone.

Yes. Emergency and duress is built into the platform - both on-device and via a wearable pendant. The system is monitored 24/7/365. Lumin Connect also integrates with Tunstall's emergency infrastructure, meaning Lumin is compatible with existing safety systems already deployed across many Australian villages.

Emergency alerts are responded to by Lumin's 24/7/365 monitoring team. Depending on operator configuration, alerts can also notify village management, care teams, and family members. Response protocols are agreed with each operator as part of deployment.

No. Safety is embedded across the platform - not limited to a button press. Lumin's passive monitoring and data capabilities continuously surface insights about residents' cognitive, physical, and emotional wellbeing. This enables early intervention before a crisis occurs - not just response after one.

Triple connectivity (WiFi, Ethernet, and 4G/LTE SIM redundancy) ensures the Lumin CareHub remains connected even if a primary network fails.

Lumin provides families with the Lumin Supporters App - a dedicated app for family and friends to share photos, send messages, set reminders, and receive updates and alerts. Family members don't need to be nearby. They stay connected through the platform, wherever they are.

No. Families connect via the Lumin Supporters App on their existing smartphone.

Lumin's platform surfaces updates and alerts to families based on the configuration set by the resident and operator. The goal is reassurance - not surveillance. Privacy and dignity are non-negotiable.

Yes. The Lumin CareHub is specifically designed for people who are tech-shy, unfamiliar with smartphones, or living with vision, dexterity, or cognitive challenges. It features a large screen, with voice activation coming soon, and is backed by a human support team. Residents are onboarded personally and supported every step of the way.

That's fine. Lumin is a platform built on trust. Every resident engagement is voluntary and can be adjusted as needed. Talk to your village manager or contact us directly at hello@mylumin.org.

Lumin gives operators the tools to manage their community proactively rather than reactively. Through the platform, operators can broadcast community news and events, manage maintenance requests, track resident engagement, coordinate care, and gain passive wellbeing insights - all through a single managed system.

No. Lumin is not an alternative to your app - it's what makes your app work for everyone. Resident apps consistently reach approximately 55% of village residents. The residents not reached are disproportionately the most vulnerable. Lumin closes the gap for those your app cannot reach.

Not immediately, and not by force. Lumin integrates with Tunstall - the most widely deployed emergency system across Australian retirement villages - meaning it works alongside your existing infrastructure. Over time, Lumin provides a pathway to replace a standalone emergency system with a fully managed, AI-ready platform.

Even tech-savvy residents age. A resident confident with a smartphone at 72 may be living with reduced dexterity, vision loss, or early cognitive change by 79. Most age-tech solutions are designed for a moment in time. Lumin is designed to adapt across the full arc of a residency.

Needs change gradually and often invisibly. Lumin's value is precisely in identifying and responding to change before it becomes a crisis. The data insights Lumin generates are most valuable when they reflect a baseline over time - not a reactive snapshot.

Yes. Lumin is built to be additive, not disruptive. Lumin Connect, powered by Workato, integrates with the systems operators already run - including AlayaCare, AutumnCare, Advance Care, Salesforce, Dynamics 365, Tunstall, and many others.

Yes. Ageing in Place applies across retirement village living, home care, and residential aged care. Lumin serves all three settings. In home care, end users are referred to as participants (not residents), in line with the Support at Home framework.

Lumin provides boots-on-the-ground deployment support for every rollout. Residents are onboarded personally - not handed a manual. Village staff receive training that continues as the platform evolves. Our team remains available 24/7/365 after deployment.

Ongoing staff training is provided as standard - not as a one-off at deployment. As the platform evolves, your team is kept current and confident. Lumin's support team is also available to assist with day-to-day questions.

Yes. For brownfield (existing village) deployments, Lumin can be rolled out in phases - starting with the highest-need residents and expanding over time.

Lumin offers the Lumin CareHub platform as a Platform-as-a-Service (PaaS) to organisations that have their own resident communications app or platform but want to extend its reach and capability. PaaS licensees gain access to Lumin's managed hardware, peripherals, integration layer, and human support operations.

Village operators and communities with their own resident apps, communications platform operators, app-only technology developers, security and safety providers, and telecommunications companies.

Yes. Lumin has active deployments in New Zealand, including Summerset. Contact us to discuss NZ availability and deployment options.

Yes - and this is the most efficient way to deploy Lumin. Specifying the Lumin CareHub into a new development at the design stage means conduit, power, and network infrastructure is planned once, hardware is installed during the fit-out, and every resident is connected from opening day.

No. For greenfield developments, Lumin replaces hardware already being specified - intercom, duress box, PABX, doorbell, and smart-home hub. Rather than adding cost, Lumin consolidates multiple hardware items into a single managed device - typically reducing from 4 - 5 vendors to one.

Lower cost of deployment, 100% resident connectivity from opening day, genuine sales differentiation for village marketing, and a future-proofed platform that evolves over the air as resident needs change - without hardware replacement.

Lumin Connect, powered by Workato, enables integration with a broad range of systems operators already run. Compatible systems include: AlayaCare, AutumnCare, Advance Care, Tunstall, Salesforce, Dynamics 365, AWS, Microsoft Azure, Coviu, Mitel, Twilio, Power BI, and many others.

Yes. Lumin is AI-native and AI-ready. The platform is built to incorporate AI capabilities - including voice activation, passive monitoring, and predictive wellbeing insights - as they evolve. Security and personal data protection are non-negotiable, even as AI capabilities expand.

Security and privacy are foundational, not optional. Lumin is designed with personal data protection built in - not added as an afterthought. Resident data is handled in accordance with Australian privacy law. The platform is remotely monitored 24/7/365, with robust access controls and data governance in place.

Yes. All OS and app updates are delivered over the air across the entire device portfolio - no physical access to the device is required.

Yes. Lumin includes a data warehouse that aggregates resident data across the platform, enabling operators and care teams to access continuous, passive insights on residents' cognitive, physical, and emotional health and wellbeing.

Product support is available 7 days a week, 8am - 5pm. Remote monitoring of deployed devices is continuous - 24/7/365.

A standard 1-year warranty is included. Extended options of 3-year and 5-year back-to-base warranty are available across Australasia. Spare parts are held locally in Australasia for fast turnaround.

The best first step is a conversation. We'll understand your setting, your residents' needs, and your existing systems - then show you how Lumin fits. Contact us at hello@mylumin.org or call 1300 336 038.

Yes. For operators evaluating Lumin across a larger portfolio, we recommend a structured pilot - deploying across a subset of residents to prove the model, build staff confidence, and generate outcome data before a broader rollout.

Deployment timelines vary by setting and scale. Greenfield deployments are planned from design stage. Brownfield rollouts are typically phased. We'll give you a realistic timeline based on your specific environment in our initial conversation.

Absolutely. Contact us at hello@mylumin.org or 1300 336 038 to arrange a demonstration - either in person or remotely.