Safer Home plan information pack

Welcome to Detector Inspector Safer Home plan information pack

To the rental provider,

Thank you for choosing Detector Inspector for safety & compliance services at your property. Since 2005, we have been working in partnership with real estate agencies to make homes safer for renters and compliance simpler for rental providers and property managers and we’re proud to be Australia’s #1 residential safety & compliance provider.

Having been friends at school, we began offering smoke alarm servicing through real estate agents after reading about a fire tragedy at a rental home and the dramatic ramifications that ensued for the agency, the rental provider and the family of the renter. Working around the clock at our parents’ kitchen table, enlisting the help of reluctant siblings and grandparents to stuff envelopes and send out invoices, and our friends to do the servicing, we provided a reliable, consistent service for a fair price, taking on the responsibility for a critical piece of technology that every year, saves lives.

Since those humble beginnings, the business has grown to be the largest residential safety & compliance company in Australia, visiting over 300,000 properties per year around the country to deliver a multitude of important safety services.

When the Residential Tenancies Act (“RTA”) changed in March 2021, we recognised the opportunity to innovate in the way we provided our services and delivered value to our customers. Our Safer Home plans have been designed to provide compliance assurance for your rental property in a way that minimises hassle and unexpected costs. A whole of property solution to the RTA requirements, properties protected by a Safer Home plan enjoy free callouts, a range of free parts and access to the largest field service team of gas fitters, electricians and smoke alarm technicians in the country. You can read more about what’s include and involved in this pack.

The business has matured a great deal since we worked around our parents’ kitchen tables. We hope you’ll entrust us to provide safety & compliance assurance for your property now and into the future.

With best regards,

Jason Radolnik Director

Jordan Kagan Gescheit Director

Safer Home plans With our Safer Home plans, you’ve got ongoing compliance and urgent repair assistance for your property’s smoke alarm, electrical and gas services in one, simple and costeffective bundle.

Your benefits: •

Access to Australia’s largest team of residential safety & compliance specialists

•

Extensive customer support for you through phone, email and chat

•

Discounted, bundled pricing

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Lower up-front cost and split-payments

•

Free callouts for issues with checked items

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Free replacement of items such as standard light switches, power points, safety switches and smoke alarms

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Free complimentary coverage period if you’ve had all the required checks done prior to enrolment

•

Urgent Jobs Framework for emergencies

Smoke alarm safety Smoke alarm safety checks ensure the compliance of the property with applicable smoke alarm legislation and the annual servicing of smoke alarms as required by the Regulations.

Checks include button and decibel tests on each alarm, replacement of batteries, verification of compliant alarm location and the replacement of expired or faulty alarms.

Click below or search on “Smoke Alarm Safety Check” through our Help Centre for more information.

Learn more

Gas safety Gas safety checks include a pressure retention test on the main gas line and a range of safety & compliance checks on all gas installations. In addition, the checks include full servicing of each mains connected gas appliance and a range of safety tests for carbon monoxide leaks, appliance operating pressures and flame abnormality.

Click below or search on “Gas Safety Check” through our Help Centre for more information.

Learn more

Electrical safety Electrical safety checks include comprehensive testing of the switchboard, testing of every accessible power point in the home and electrical safety testing of all rental provider supplied electrical appliances. Using specialised equipment, our electricians complete earth continuity, voltage and polarity tests as required.

Click below or or search on “Electrical Safety Check” through our Help Centre for more information.

Learn more

Our services Our services have been meticulously designed to meet the requirements of the RTA, as set out by Energy Safe Victoria and the Victorian Building Authority.

We have consulted extensively with both bodies to refine our approach to some of the more complex elements of the safety checks, and our input has contributed to the industry’s approach in many cases.

With your Safer Home plan, these services also include: •

Free callouts for certain faults – where we find issues that can’t be rectified on the spot, we’ll provide a detailed quote

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Free replacement and rectification for a range of common faults

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A comprehensive audit trail with photographs and technician notes recorded and stored

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A Service Report following each service with detailed findings

Inclusions and exclusions

Smoke alarm issues

Gas appliance issues

Electrical appliance issues

Inclusions

✓ Free callouts to investigate urgent faulty or damaged smoke alarms ✓ Urgent after-hours support related to included work

✓ Free callouts for confirmed safety issues relating to gas installations, appliances and fittings and other gas appliance breakdowns including pilot light relights and thermocouple replacements, where reported under the Urgent Jobs Framework ✓ Free rectification of certain compliance issues including basic PTR line extensions, reconnection of minor loose ductwork, securing of freestanding oven, gas regulator rotation and protection of synthetic pipework from UV exposure

Exclusions ✕

Rectification costs in respect of smoke alarms linked to a security system or a fire indicator panel

✕

Replacement of excess smoke alarms

✕

Special order smoke alarms required to maintain interconnection within a network of smoke alarms

✕

Painting/plastering of damaged area revealed when a smoke alarm is relocated or replaced

✕

New installation of mains powered smoke alarms (quotes provided as required)

✕

Appliance replacement

✕

Major flue, ducting, heater relocation

✕

Regulator relocation

✕

Gas leak repair

✕

PTR line installation

✕

Callouts/rectification for recurring faults where recommended rectification declined by rental provider

✓ Urgent after-hours support related to included work

✓ Free callouts for confirmed safety issues with electrical installations, appliances and fittings including switchboard, power point or switch faults , where reported under the Urgent Jobs Framework ✓ Free replacement of faulty or damaged standard safety switches, light switches, power points, fuses and circuit breakers ✓ Urgent after-hours attendance related to included works

✕ Servicing of inaccessible appliances, installations or fittings and solar installations ✕ Non-standard light switches, power points and switchboard items ✕ Light fittings and replacement cabling ✕ Switchboard upgrades ✕ Appliance breakdowns (e.g. dishwasher not operating correctly) ✕ General faults in electrical installations, appliances and fittings ✕ Callouts/rectification for recurring faults where recommended rectification declined by rental provider

Service Report Post service, we will generate a comprehensive digital Service Report with details to the compliance status of your property. If there is a linked quote or an issued certificate, this will display here. This will be sent to your email inbox.

Key components of a Service Report ✓ Service Report overview Every Service Report contains a summary of the property and service completion details at the top. ✓ Issues breakdown We will list the gas & electrical appliance/smoke alarm, its location, and any related problems. For each appliance/smoke alarm that requires action, a summary is provided of the issue and how we recommend resolving this. ✓ Viewing media In smoke alarm Service Reports, we include photos showing the alarm position, alarm label and decibel reading during the service for review and audit trail purposes. In gas/electrical Service Reports, for each appliance/device, we take a photo or video of all key steps during the service for review and accuracy purposes ✓ Fact sheets In each Service Report, fact sheets are attached to certain problem items and provide additional information about regulatory compliance references or safety information.

More information Click here or search on “Understanding Service Reports” through our Help Centre for more information about smoke alarm, gas and electrical Service Reports.

Additional works quotation Our comprehensive safety checks will identify compliance or safety issues that cannot be rectified onsite from time-to-time. Where an issue is identified, we’ll issue a detailed, no-obligation quotation displaying the associated costs for your consideration. The exception will be where the work required falls outside of Detector Inspector services eg. handyman, structural works etc.

Key components of a quotation ✓ Quotation overview Every quotation contains the property information, expiry date and the option to view the related Service Report. ✓ Accept all works Where there are multiple safety & compliance issues to be rectified, you will be presented with an Accept All Works option at the top. Accepting all items in the quote typically reduces the total cost. And where Detector Inspector completes the work, you’ll also get the added advantage of compliance assurance from your recurring service provider. ✓ Item breakdown We will list the relevant items that require rectification along with the solution and price. For each item, a summary is provided of the issue and the option to accept or decline. ✓ Total amount In this section, any additional notes or information is included along with the total for accepted works.

Ways to pay After the completion of any additional works, you will receive an invoice with 30-day payment terms. You can pay over the phone by calling us on 1300 134 563 and pressing 3 or via bank transfer.

Enduring compliance With a Safer Home plan, you’re covered from the date of enrolment. We will use best endeavours to complete the safety checks to ensure the ongoing compliance of your property with the RTA obligations, and as long as your compliance plan remains current, we’ll take care of future services while you rest assured that you’ve fulfilled your compliance obligations and your renters are safer.

With the best trained and largest field services team in the industry, rest assured that your property is in excellent hands with Detector Inspector.

There for emergencies Urgent repairs can be very costly for rental providers. Where progress isn’t immediate, your renters can incur emergency costs of up to $2,500 without your permission in certain circumstances and pass those costs on to you.

One of the benefits of choosing the largest provider of residential safety & compliance services is that we’ve got service team members that can be redirected to your property when the need arises.

Our Urgent Jobs Framework provides ease of issue reporting and clear and rapid response times. With no call out fees for issues with checked items for Safer Home plan customers and extensive support and communication from the Help@DI team, many costs that would otherwise have fallen on to rental providers have been avoided.

Take a look at www.detectorinspector.com.au/urgent to see how we provide extra protection for all Safer Home plan subscribers.

Getting in touch Our Help@DI customer support team is here to help, with after-hours support available until 10:30PM every day.

You can access support via a number of channels:

Help Centre at www.detectorinspector.com.au/help

Help@DI team via Email: help@detectorinspector.com.au Chat: Contact Page or www.detectorinspector.com.au Phone: 1300 134 563

Frequently asked questions I’ve have had all required services completed by another provider.

Do I receive a complimentary coverage period?

A complimentary coverage period is available for properties that have had all required services completed and do not require services immediately.

Once enrolled onto a Safer Home compliance plan, your property is protected and eligible for all free inclusions.

How can I request an urgent service?

We have developed an Urgent Jobs Framework for when things go wrong with smoke alarms, gas and electrical appliances. This framework consists of specific actions and response times. Click here to learn more about the priority levels, our operating and extended hours and how to submit an urgent service request.

Alternatively, please visit www.detectorinspector.com.au/urgent/

When do I pay the second instalment fee?

The 2nd instalment will be payable one year from the enrolment date unless you end the plan early or have a complimentary coverage period. We’ll send an invoice in advance to give you time to pay.

Do the compliance plans renew automatically?

Yes. Safer Home compliance plans renew automatically every 2 years.

How can I access the Terms of Service and Privacy Policy?

Please click on the following links to access them.

Terms of Service – www.detectorinspector.com.au/terms-conditions/ Privacy Policy - www.detectorinspector.com.au/privacy-policy/

For more frequently asked questions, please click below or visit www.detectorinspector.com.au/safer-home-plan/ Learn more