Failure to adhere to SOP

Alarm went off at my mom's house but no one contacted me as the secondary contact after failure to reach the primary contact. I need to know why this happened please. What is your SOP? Why is there no consistency? My mom is a pensioner who never faults on her payments & should be given the service she pays for not half a service. As I was following up the matter I heard one of the operators saying, I quote 'wa bhora ukgaletsi ho complaina' meaning I'm being a nuisance, I just feel like complaining. For heaven's sake how do you know my mom wasn't in danger? I'm very concerned & actually told my mom to consider moving over to DND as they are always visible in the area & understand the seriousness of this. I'm appalled. I really cannot stand bad service or laziness.