OnStar is proud to work with First Responders
Learn how OnStar works with public safety professionals to help in an emergency.
Before contacting the Emergency Communications Center (ECC), OnStar Emergency-Certified Advisors will verify only calls requiring public safety assistance are routed to your agency.
Good Samaritan Calls
OnStar receives thousands of calls each month from "Good Samaritans" who want to be helpful and request assistance on behalf of someone else in need by reporting crashes, road hazards or criminal activity. OnStar provides this information, as appropriate, to ECCs so emergency help can be sent.
Automatic Crash Response
Most newer OnStar-equipped vehicles with an active service plan are equipped with Automatic Crash Response.*3
In moderate to severe crashes, even without air bag deployment, built-in sensors in the vehicle can automatically send an alert to OnStar with important incident, vehicle and location information.
Vehicle Location Assistance
OnStar may be able to provide Vehicle Location Assistance*29 in emergency situations where law enforcement is treating a vehicle as stolen or trying to find a missing person. Law enforcement involvement is required, and will be verified, before providing the vehicle’s location to public safety only. Public safety is encouraged to contact OnStar on the dedicated public safety number 1.866.866.5006 with the Vehicle Identification Number (VIN) to confirm how OnStar can assist in the beginning of the report process to begin location attempts as soon as possible.
Stolen Vehicle Assistance
OnStar Stolen Vehicle Assistance*5 continues to have the most comprehensive in-vehicle security service available. With industry-leading technologies, such as Remote Ignition Block™ and Stolen Vehicle Slowdown®, public safety can rely on OnStar as a partner to assist with the quick and safe recovery of stolen vehicles.
There are two typical scenarios for initiating Stolen Vehicle Assistance, depending on which party contacts OnStar.
There may be emergency situations that do not involve a stolen vehicle where public safety officials request OnStar assistance in determining vehicle location involving a missing person. Situations include individuals who may be suicidal, endangered or have dementia/Alzheimer's. OnStar will attempt to locate a vehicle for this purpose.
OnStar requires a missing person report be initiated for these situations in order to work with law enforcement to help locate the vehicle of the missing person.
Law enforcement must also confirm the vehicle location is not being sought for any other purpose. If an individual is missing, but also under criminal investigation, law enforcement must provide a court order before OnStar can assist. (See Criminal Investigations.)
In life-threatening situations, such as a carjacking or kidnapping, OnStar will immediately contact Law Enforcement and begin attempts to locate the vehicle.
Questions and additional information can be obtained by contacting our dedicated public safety number 1.866.866.5006, prompt 2.
This section describes what OnStar requires to disclose the following categories of OnStar Member (“Member”) information in the United States. In accordance with our terms, conditions, policies, and applicable law, OnStar will review each request individually to assess the circumstances and the nature of the request before providing any Member information.
VEHICLE LOCATION AND CONTENTS OF ONSTAR COMMUNICATIONS
If available, OnStar may supply vehicle location and contents of communications subject to:
BASIC MEMBER INFORMATION (INCLUDING, BUT NOT LIMITED TO: NAME, ADDRESS, AND LENGTH OF SERVICE)
If available, OnStar may supply basic Member information subject to:
OTHER INFORMATION THAT DOES NOT INVOLVE THE CONTENTS OF COMMUNICATIONS (INCLUDING, BUT NOT LIMITED TO: DATES OF ALERTS, VEHICLE INFORMATION, CRASH DATA, AND LICENSE PLATE NUMBERS)
If available, OnStar may supply other information subject to:
REQUESTS FOR INTERCEPTIONS OR REAL-TIME ACCESS TO CALL-IDENTIFYING INFORMATION
OnStar is not able to facilitate interceptions of communications or real-time access to call-identifying information. In the United States, such requests should be directed to AT&T.
How to Request Information
To the extent OnStar is able to provide information as described above, you may serve a request for information through OnStar’s registered agent, Corporation Service Company (CSC). You can obtain a local address for CSC by calling 1.888.690.2882.
For proper routing, address requests in the following format:
When you submit a request, please include:
If your request involves an OnStar Good Samaritan call, please provide:
To help OnStar comply with your request, please provide the following information (if available):
OnStar does not create or provide transcripts of audio recordings, and OnStar cannot guarantee that any audio recording was taken at the time of a call or that it can be retrieved, given OnStar’s limited retention of such audio recordings. OnStar may, upon written request, be able to preserve available information until you can obtain appropriate legal process.
Consistent with 18 USC 2702(b)(8), (c)(4), OnStar may act in good faith when OnStar believes that an emergency involving danger of death or serious physical injury to any person requires disclosure without delay of communications relating to the emergency.
OnStar Crisis Assist
Crisis Assist*16a provides Members access to many OnStar services in the event of a weather emergency, natural disaster, power outage, hazardous materials spill, and other types of man-made or natural crisis situations. Regardless of their current plan, these services are at no additional cost to the Member to help them stay safe. This includes situational information, assistance with evacuation or alternate routes, identifying available hotels and making hotel reservations, finding open shelters, connecting Members to emergency services or loved ones, etc.
OnStar's Command Center monitors severe weather and disaster activity across North America 24/7, so we are prepared to assist Members and public safety professionals at a moment's notice. The Command Center works to gather relevant situational information from emergency management and response organizations to share with our Advisors to facilitate support of Members' needs. When an OnStar Advisor receives a call from a Member, Advisors are notified of crisis activity occurring in the vicinity of the Member's location and provide guidance, as needed.
Remote lock and unlock
If a Member is locked out of his or her vehicle with active OnStar service, they can take the following steps:
Members may also use their vehicle's mobile app to remotely unlock the doors.
Interested in learning how OnStar can help First Responders in emergency events? OnStar Public Safety Training is available at no cost. This hour-long self-paced interactive contains a course completion certificate and has been approved for continuing education credit. Contact us to inquire about details at firstname.lastname@example.org.
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