Edition 103 - October 2018 by Self Storage Association of Australasia

2018

103

October

INSIDER Cover INTERNATIONAL MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

2018 Brisbane Convention –

Gala Party, Award Winners & More!

Maximising Sale Value – Selling Your Storage Business

SSAA Welcomes new Chairman –

Members Legal Forum –

Ivor Morgan

You Can’t Say That!

SSAA INSIDER

MORE NEW PRODUCTS FOR SSAA MEMBERS THANK YOU TO ALL SSAA MEMBERS for providing us with your invaluable feedback on our new range of products featured at the recent Brisbane Conference. We’ll be working to have them available for you and your Customers very soon!

COMING SOON FROM VISY BOXES & MORE For more information, contact your nearest Visy Boxes & More Sales Representative on:

1800 622 626 | visyboxesandmore.com.au

SSAA INSIDER

In this Issue... 04

New Chairman Ivor Morgan’s report

30-34

Awards for Excellence 2018 – Winners

Upcoming Events

Recruiting New Staff

10-11

Industry News

38-39

2018 Life Members

2-13

Trans Tasman Golf Championship

14-24

Snapshot of Convention #SSAA2018

Members Legal Forum – You can’t say that!

25-26

Maximising sale value when selling your storage business - Part 2

Tribute to Terry Lane, Midland Insurance

SSAA Board Members Chairman – Ivor Morgan

Makala French Castelli

Jim’s Self Storage

National Storage, Queensland

David Daddow

Shaun Bain

Able Self Storage

Keepsafe Storage, Western Australia

Jason Keane

Ryan Coom

Sentinel Australasia, Victoria

National Mini Storage, New Zealand

Andrew Eastwood

Rachel Grant

U-Store-it, South Australia

Storage by the Fox, NSW

Toll Free – Aus: 1800 067 313 Toll Free – NZ: 0800 444 356 Tel: +61 3 9466 9699 Fax: +61 3 9466 8081 Address: Unit 4/2 Enterprise Drv, Bundoora Vic 3083 Email: admin@selfstorage.com.au Website: www.selfstorage.org.au Connect to our Social Media via our web site

Lifetime Members • • • • • • •

Mark Bateman Frank Cooney Liz Davies John Eastwood Simone Hill Neville Kennard Bob Marsh

• • • • • • •

Susan Phillips, CEO Jeannette Jones, Reception/Administration Michelle Stokes, Reception/Administration Simone Hill, Legal Advisor Andrea Bowman, Paralegal Melinda Wyper, Accounts Bryan Furtado, Marketing & Events

• • • • • •

Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan Elaine Coote

SSAA Staff

Published and Edited by: Social Ties Email: vforbes@socialties.com.au Designed by: Prodigitas Email: hello@prodigitas.com Advertising and Sub Editor: Bryan Furtado Email: marketing@selfstorage.com.au Insider is printed by Homestead Press Email: printing@homesteadpress.com.au

Insider is published bi-monthly by the Self Storage Association of Australasia registered in Australia ABN 23 050 341 725. This publication may not be reproduced or transmitted in any form in whole or in part, without the written permission of the publisher. Whilst every care has been taken in the preparation of Insider, the publisher nor any of its employees, sub-contractors or contributors assume any responsibility or liability for any loss or damage which may result from any inaccuracy or omission in the publication. The views expressed are not necessarily those of the publisher or editor. Furthermore, Insider has the right to accept or reject all editorial and advertising material. All letters addressed to the magazine will be regarded as “for publication” unless clearly marked Not for Publication. All submissions may be edited for reasons of space or clarity and opinions expressed in letters are those of the author, not of the publisher or editor.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 3

SSAA INSIDER

Chairman’s Report Ivor Morgan

The SSAA welcomes new Chairman Ivor Morgan

irstly, I would like to thank Keith Edwards for being an outstanding Chairman over the past 2 years. Having served on the board for 6 consecutive years I am sure Keith will continue to be a great advocate for the SSAA and I wish him all the best in his own successful business.

Collins & Associates undertakes valuations, catchment studies, operational and benchmarking reviews and property research using over 25 years worth of inhouse data covering the self Malcolm Collins FAPI MPINZ storage industry nationally. We work in all sectors of the market including regional and country centres. Our personal, direct and engaged advice to clients produces bankable results for first mortgage security lending, public prospectus, asset value and purchase or sale negotiation purposes. Our well researched reports provide business background understanding and lending comfort to individuals and institutions utilising our experience.

I would also like to recognise Liz Davies as an outgoing board member after a 4 year term and a total of 14 years on the board. Keith and Liz both have a wealth of knowledge in the industry and their contributions will be missed. The new board remains largely unchanged except for the welcome addition of Rachel Grant, our newest Board member. The board will continue to do everything possible to add further value to the membership. Off the back of the 2018 Convention, I hope that all our members have taken away new insights and can implement change into their own businesses to benefit the customers and operational efficiencies. Two Life Memberships were awarded at the Convention, to Richard Whalan and Elaine Coote. A huge congratulations and thanks for all their continued contributions to the SSAA. I have had time to speak to some of our members, including service members, who have all reported that this year’s convention was one of the best yet. The ongoing success of the convention is made possible through the support of our Principal Partners and I extend my appreciation to them all. As a facility operator myself, I believe there was an amazing amount of appropriate content offered for all in attendance. I put this down to the Executive who as always, have all worked together to deliver an exceptional convention for both operators and service members combined. The board is continuing work on the strategic direction of the SSAA and we would invite feedback from all our members to shape the direction of the Association moving forward.

SSAA INSIDER

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SSAA INSIDER

CEO’s Report the roundtables, facility tours and the Open Day for newcomers to the industry - there was something for all delegates. Then there were the amazing networking events; The Trans-Tasman Golf Championships, The Tradeshow in the Spotlight, Women in Business High Tea, the Industry Leaders Dinner and the Awards for Excellence Gala night. So, what did I learn?

Insights from #SSAA2018

fter touching down from attending the SSAA Convention, the team were very keen for me to share my insights with you in time for the magazine and while they were still fresh in my mind. Whilst my thoughts are not yet fully formed, I have tried to share with you some of my initial insights from the Convention. Firstly, let me paint the picture. The scale of this Convention was incredible. Some 319 attendees, across 3 days, inhabited the Brisbane Convention and Exhibition Centre (BCEC) with an exhibition floor of 35 Exhibitors, the largest in some time. With 6 keynotes, 25 stream sessions,

There are many parts to a convention with delegates travelling from around Australia, New Zealand and the United States all coming together to share, learn and experience everything that is self storage. Whilst is was not physically possible for anyone to attend all sessions there were some highlights for me personally across the 3 days of great speakers and topics. David Blackwell’s session on the self storage market, Storage Wars online with Grant from iBidOnStorage, Industry Insights with Michael Dogger on how big data is shaping the future of self storage and the devastating events encountered by our panel in Fire, Flood & Earthquake. In conversation with Sam Kennard we heard a very personal side to family and business uniting to build an amazing outcome. As always Bernard Salt reviewed the current business and social dynamic with insights on how it may affect our business and who can ever look at a Sunday morning breakfast

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of smashed avocado on toast quite the same way again. All self storage operators face similar challenges in their everyday business operations and in the networking sessions individuals were able to comfortably communicate those matters with fellow delegates to help solve the problems or seek assurances that they were not the only ones experiencing a particular issue. There was a big focus on technology, as it now effects every waking (and sleeping) moment of our lives. We look forward to delivering the “how to” steps in the 2019 Convention. Whilst we don’t tend to “shout from the rooftops” our achievements, the SSAA takes pride in delivering services to all our 860 plus members across more than 1450 facilities. I would have to say that it was reassuring to receive so much positive feedback from delegates that they do appreciate the efforts of the Executive in the provision of these services. Every member regardless of their classification is valued as part of the association. So now it’s on with the planning of SSAA Convention 2019 in Cairns, North Queensland, incorporating the take-out messages from 2018.

SSAA INSIDER

Don’t Lose your

Membership Benefits?

Your 2019 Membership is due for payment by the 31/10/18

Advice • • • • •

Agreements: Standard/Managed/Mobile/Truck & Trailer – AU & NZ Versions ($10,000 each) Mobile Storage Agreement AU is available for Members to purchase at a subsidised rate Manual of Advice & Procedures for AU &NZ – exclusive Members only, Providing comprehensive and valuable advice on how to operate your storage facility. Legal Help Desk: via our Paralegal and Legal Adviser (available in Au and NZ)

• • • • • • •

Saving of $180 per hour Paralegal and Legal Advisor $500 per hour Legal Training – At subsidised cost to Members HR Help Desk – saving of $250 per hour Networking events Industry Skills Sessions: Sales/HR/Business Planning Business Management Tools: Disaster Prevention & Recovery Guide Dispute resolution Guide, Checklist and Letters

Awareness • • • • •

29 Year’s Experience SSAA Certificate and Logo for website and facility use Code of ethics Detailed facility listing on SSAA Storage Finder website (SU & NZ) News and Research Publications

• • • •

SSAA Merchandise: Personal Storage Brochure/ Corporate Storage Brochure Code of Ethics Poster/Conditions of Agreement Poster SSAA Flag/Australian or New Zealand Flag Legal Forums

Connect • • • • •

SSAA Annual Conventions Industry Open Days Trade Exhibitions STOReFLASH monthly enewsletter Social Media connection: via Website, Twitter, LinkedIn, YouTube and Instagram

• • •

Networking Functions Established connections between the SSAA Australasia with the UK, Europe, USA, Asia and South American Self Storage Associations Bi- Monthly Insider industry magazine (also available electronically)

Collaborate • • • •

Storer Check – database for problem storers ( average 546 checks per month) Service member Network Self Storage Space Estimator Awards for Excellence Program

• • •

Mystery Shopping Opportunity to build informal alliances with likeminded companies Presentations by industry experts

Strategic alliances with customer goods insurers, motor vehicle dealerships, design and constructions services and suppliers, valuers, finance and associated professional consultants, ancillary services software and security. Don’t’ miss out, contact us to check on your renewal PH (03) 9466 9699 Email: accounts@selfstorage.com.au

This could be your last issue, don’t forget to renew your membership today!

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SSAA INSIDER

Upcoming Events ORANGE

NEW SOUTH WALES

SSAA ODay 17 OCT Hotel Canobolas

SYDNEY AUSTRALIA Training & Networking 18 OCT The SSAA Industry Training Day Novotel, Sydney The SSAA Networking Dinner The Ternary, Pyrmont

PERTH AUSTRALIA Networking Function 1 NOV 6 Modal Cresent, Canning Vale

Legal Training 2 NOV Mercure, Perth

WELLINGTON NEW ZEALAND Networking Function 13 NOV Thistle Inn, Thorndon

AUCKLAND NEW ZEALAND Training & Networking 15 NOV The SSAA Training Function Cliftons The SSAA Networking Function Orphans Kitchen

MELBOURNE AUSTRALIA SSAA ODay 29 NOV Uni Hill Conference, Bundoora

Training & Networking 29 NOV

The SSAA Industry Training Day Uni Hill Conference, Bundoora The SSAA 8 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU Networking Function Mtr Hobson, Port Melbourne

SSAA INSIDER

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Industry News - SSAA INSIDER

Industry News

Kennards in New Zealand

ennards are pleased to announce that their new Wairau Park site in Auckland is about to be built and it has been a long time in the making. When they acquired the land there was existing tenants occupy the site and finally all of those Leases have expired. This is Kennards first New Zealand purpose built centre, after a decade of operating within New Zealand. Wairau Park is on the North side of Auckland city in the largest business precinct area for that side of the city.

Liz Davies

iz Davies, a founding member and multi award winning life member of the Self Storage Association of Australasia has witness the increasing trend of consumerism that clutters and complicates everyday living. Her new book “Who Messed Up The Room” is an innovative way to help people regain their spaces and freedom in life. Liz is a passionate advocate for Self Storage and has dedicated an entire chapter to the benefits Self Storage provides. “Why Self Storage is your best friend” assists those with clutter overwhelm with case studies and guides on how to start to declutter. To give added value to your customers and promote your Self Storage facility, see why hundreds of people have taken advantage of the concepts outlined in this easy to read book. The book will pay a vital role in the promotion and awareness of profound benefits the Self Storage industry provides to millions of people around the world. To be part of this amazing global launch, enter your details via this web site www.tinyurl.com/ sortclutter

Self Storage Customers Globally Recognise SiteLinks Dedication to Service and Cuttingedge Technology

iteLink, the global leader in cloud-based software for Self Storage operations of all sizes, announced its 8th consecutive Best of Business award for Best Management Software from Inside Self-Storage (ISS) today. Every year since the award’s 2011 inception, Self Storage operators vote for their favourite providers in more than 35 industry categories and have consistently awarded SiteLink this top honour. Dallas Dogger, from SiteLink International said

“We are very honoured to represent SiteLink in the Southern Hemisphere and this award this year confirms the commitment to our customers and SSAA members.” he said. “We have spent over 10 years building customer confidence in our region, delivering new features and helping sites grow their businesses. We have watched fledgling businesses grow into

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successful, profitable businesses. This award importantly underpins our local commitment with high levels of local support and training”. he said. SiteLink would like to thank every SSAA member and user that use SiteLink. This award is for you too.

Industry News - SSAA INSIDER

Big Changes At Steel Storage Asia

fter 14 years of dedicated service to the Steel Storage Group, Neil Waterman has decided it is time to retire. On the 28th of September 2018 he will leave Steel Storage Asia Pte Ltd after 4 years heading up the business and return to the United Kingdom. Neil has worked tirelessly to develop our business in Asia, working closely with existing clients, nurturing new industry entrants and developing new markets. During this exciting time he has never lost his focus for quality and customer service. I personally, as with all Steel Storage staff, will miss his wise counsel and extraordinary knowledge of the self storage industry.

On behalf of the Shareholders, Board and Staff of the Steel Storage Group , we thank Neil and his wife Hazel whole heartedly for the sacrifices and commitment they have made to Steel Storage and the self storage industry, and wish them health and happiness in retirement. We are pleased to announce that the role of Managing Director Asia will be taken up by Jeffrey Musni. Jeffrey has previously worked with Steel Storage as a Project Manager, leaving in 2009 to take up a role in Senior Management in the construction sector. In 2011 he became Managing Director of that business. Jeffrey has been working closely with Neil over the past

STEEL STORAGE ARE THE PROVEN LEADERS - FROM THE SMALLEST CONVERSION OR ADDITION TO THE LATEST HIGH-TECH MULTILEVEL STORAGE BUILDINGS

YOUR TRUSTED STORAGE PARTNER

few months to reacquaint himself with our business and the self storage industry. This he has done with enthusiasm and vigor, traits we are sure he will bring to the role of Managing Director. Over the upcoming months Jeffrey will introduce himself to all Steel Storage customers and continue our focus on quality and customer service. Welcome Jeffrey!

WE ARE SPECIALISTS IN DESIGN AND CONSTRUCTION CONVERSIONS TOP UPS FIT OUT INSTALLATIONS

PLEASE CONTACT STEEL STORAGE TODAY WITH ANY ENQUIRIES

E sales@steelstorage.com.au T + 61 (0)7 3865 1600 www.steelstorage.com.au

Trans - Tasman Golf Championship - SSAA INSIDER

Rivalry was as high as the temperature

SSAA Convention 2018 Trans-Tasman Golf Championship sponsored by Visy Boxes & More

he weather was perfect for the SSAA Convention 2018 Trans-Tasman Golf Championship held at Hill Stone, St Lucia Golf Course in Brisbane. The game heated up and rivalry for the win between Australia and New Zealand increased as scores were close. The stakes were high as neither country wanted to see the win go to the other in this two Ambrose nine-hole game. As the day progressed, there were some interesting golfing techniques applied to ensure the win and surprisingly no accidents with the golf carts, as some of the golfers thought it was also a car race. The good news is everyone went home happy as it was a draw between the two countries, with an equal score of 41! Congratulations to James Perrins from Steel Storage Australia, Luis Ramirez from InXpress Australia and Chris O’Brien from Storage King, Rolleston and Peter James from All Secure Self Storage, New Zealand who were awarded their trophies at the Gala dinner.

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Trans - Tasman Golf Championship - SSAA INSIDER

Luis Ramirez from InXpress with his winning trophy

Trans Tasman Golf Championship Sponsor Visy Boxes & More, Sonja Becke presenting trophy to the winners, James Perrins, Chris O’Brien,Peter James

#SSAA2018 - SSAA INSIDER

#SSAA2018 Brisvegas style

“

Relev exhibitorsapnt speakers, topics a nd resenting to and en enth Conventiognaged attendees. Theusiastic SSAA of 2018 had everyone! ” something for

“w1setretimmeadaettetondfeeeeld”

nd relax welcome a

years, are a new Whether you’ve been in the industry forthe “mem annual SSAA one, me beco to ber or are looking

friendly, sharing & Convention is a fantastic place to meet g to help you build & caring people who are always willinnetw orking events and expand your business. The speakers, ble resou rces, tools and valua of ora pleth a de provi tradeshow ess”. busin ge stora self your grow to advice

“

It was my first ex rience at a convention of this scape le and I had an absolute blast! Thank you!”

at the SSAA office “Everldyone be very proud. It was a

shou

superb event!”

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Facility Tours - SSAA INSIDER

SSAA Facility Tours

he highlight of every SSAA Convention is the facility tour. This year was no exception with three buses and approx. 150 people hit the road in Brisbane to visit the facilities of Kennards in Murarrie, Fort Knox Self Storage in Morningside and National Self Storage in Kelvin Grove. One of the key benefits of the self-storage industry is the willingness to share knowledge, which is why these tours are so successful. The facilities who were part of this were very receptive to the tours and opening their facilities to all of their peers (and competitors) in the industry. Here’s some of the feedback from the tours that was received “Very interesting to see the different types of facilities and meeting new people on the bus rides throughout the day” “Fort Knox was my favourite, was interesting to note the challenges in the move and how they dealt with it, often on an individual’s needs basis” “Very beneficial, more time should be allocated for more sites” “A good opportunity to pick up new ideas” “It was interesting to see how the large companies operate, especially in comparison to each other”

Delegate briefing on arrival at Fort Knox Self Storage, Morningside

Delgate arrival at Kennards Self Storage, Murrarrie

Fort Knox Self Storage

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Trade Show - In the Spotlight - SSAA INSIDER

Accelerating the Next

he highly anticipated trade show “In the Spotlight” event was bigger than ever with a record high 40 exhibitors. Delegates at the convention were introduced to new technology, innovative ideas on how to improve their facilities and meet with suppliers in an informative environment.

“

Well set out and easy to navigate. Trade show exhibitors were very friendly and happy to discuss their products.”

On the right - Denee Burns and Steve De Mamiel from Storage Commander Australia

Andrea Bowman and Melinda Wyper from the SSAA

Elliott Goblet - MC

Duncan Clarke from Storman

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Access Control & Individual Unit Alarms ● Sentinel Access Control interfaces with all major management software programs ● Supports multiple communication chains ● The communications with the hardware runs as a service, so no login to the pc is required ● If a communications chain fails, the system can be set to auto restart ● You can email and/or SMS (text Messages) events to Platinum users ● Can be used with remote alarms or remote access control using the internet or local network ● Easy to install and use over a network ● Has web access features. The program can be accessed from a web browser ● Supports access only users (with passcode only keypads)

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Trade Show - In the Spotlight - SSAA INSIDER

“

I thoroughly enjoyed visiting each booth and networking with exhibitors and other delegates.”

“

I was able to network and met some amazing people with lots of stories and ideas”

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Gala Dinner - SSAA INSIDER

r e n n i D a l Ga

SSAA convention is must for anyone “The the Self Storage industry. To have

in such a knowledgeable group of industry a professionals under the one roof, is age stor to eals app that urce reso fantastic operators, big or small.”

reat vention is a egople n o C A A S S e h p T likeminded way to meekt up great ideas.” and pic

“

ing commend gstory re ly h ig h , ld u u Wo ew to the indindustry if you are nta f lking withit can give the value om azing and leaders is a cts to ask for advice. you conta the industry for the Everyone is ginht reasons.” ri

“

event and plannedgether to d re a p re p ll e to W dustry leaders that brings instories and experiencese.”to share tips, industry of Self Storag grow the

“

“SSAA the convention pushing ahead with knowledge for all facility operators.....”

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SSAA INSIDER

Slowing down to speed up

uring the hectic schedule of the convention agenda, approximately 30 women took time out to slow down and enjoy a fantastic afternoon tea whilst listening to the presentation from Alita Harvey Rodriguez from Milk It Academy as she posed the questions - Is this hyper-connectivity really leaving us connected or disconnected? Do we give ourselves enough time to stop and think about creative solutions to our most challenging problems? Or are we just pressured to come up quick ‘band-aid’ solutions that result in us just putting out fires? The presentation pushed the agenda on how important it is to slow down. Alita shared some valuable tips on how to do this which were greatly received.

“I really liked Alita and got a lot out of it”

“I loved what Alita had to say and

the way it was presented. She is such a great personality which made it so easy to appreciate what she had to say”

SSAA INSIDER

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Highlights #SSAA2018 - SSAA INSIDER

8 1 0 2 A A S S # s Highlight

A convention “AttendingalltheleveSSA ls of business benefits and is a great way to network with other storage industry attendees. Absolutely recommend to anyone thinking of registering - don’t miss out!”

interested in the Self “If you areines s you can not afford

Storage Bus to miss a SSAA convention”

ctives to learn more “I went withtalobje Marketing and Facility the usual convivial “I really enjoyed at the Conference and

atmosphere the ready opportunity to talk to many different people about the industry and their involvement”.

around Digi Security Technology. The conference delivered in spades, was a great networking opportunity and enjoyed the Facility Tours.”

“Innovative program which inspired imagina

tive and creative thinking very relevant to the industry. As usual the .LeAll gal had scrambling to check I was compliame nt ”

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 23

SSAA INSIDER

Following in the footsteps of World Leaders

his exclusive event for forty people, was attended by new people to the industry and others that had been in the industry for many years. Following in the footsteps of world leaders, dining on executive Chef Martin Latter’s lifelong ‘fresh is best’ philosophy of sourcing only the highest quality of seasonal Queensland produce, which delivered the ultimate dining experience. During the evening the cumulative years in the industry were added up it was close to 100!, there was a lot of knowledge in the room. Some of the feedback received after the event was how open and inclusive all of the conference participants all were. The new members saw the hosted dinner as a great opportunity to network via a formal yet conversational setting. Attendees were able to tap into a wealth of industry experience without feeling they were potentially intruding on the various other participants own conference time. All dinner guests shared their experiences including how they came to the industry which everyone found very insightful. By the end of the evening all attendees felt it was an invaluable experience.

David Blackwell - Director Urbis, Malcom Collins - CEO Collins and Associates, Guy Wilson, General Manager Fort Knox Self Storage, Susan Phillips - CEO SSAA, Shaun Bain – Managing Director KBH Group of Companies, Paul McFadzien - Managing Director National Mini Storage

Some of the topics discussed were the benefits and challenges associated with online pricing, how to compete in an industry that is growing quickly.

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Maximising Sale Value - SSAA INSIDER

Maximising Sale Value When Selling Your Storage Business – Part 2 By Nick Miller, Principal - Hunt & Hunt, Melbourne Nick Miller, Principal - Hunt & Hunt, Melbourne

n this article, we consider the various legal problems that can reduce the value of your business and how to fix these problems, often at minimal cost, to avoid losing value.

Legal problems that reduce value

In acting for buyers or sellers of privately owned businesses and companies, we see the same legal issues popping up over and over again. And they have a real dollar impact, reducing net proceeds and/or increasing the seller’s post transaction risk. Of course, the purchase price never increases as the transaction negotiations progress – it only goes down! So best be prepared.

Common legal issues are: • Business structure - this may be historic, perhaps driven by tax or succession considerations which are now completely out of date and in any event unattractive to a buyer. A particular problem is a business conducted through a family discretionary trust – this creates all sorts of issues on a sale and so adds to transaction costs and/or reduces value received. • Business premises – how long does the current lease(s) have left to run? Are there any rights of renewal that may benefit a buyer? Where is the next rent preview? Are you in dispute with the landlord? Has the lease been properly executed and (where required) registered? Has the mortgagee of the business premises (if any) consented to the lease? What are the requirements under the lease for transferring it to a buyer and is the

FOR SALE

landlord likely to agreeable? In a business as ‘property heavy’ as storage, these are critical questions that will be of keen interest to any buyer. • Employees – it’s not enough to rely upon a strong culture and personal relationships – a buyer doesn’t recognise these and so won’t pay for them. Many buyers see employee processes and compliance in privately owned businesses as a risk area, so if you don’t have decent systems or don’t have template employment documents that comply with current legislation and appropriately protect the employer, you will likely lose value. • Contracts – do you have formal contracts in place for your largest and most profitable customers and are complete, signed copies available for the buyer to inspect? Are they signed and current? Are they in the name of the right party? The more you can answer ‘yes’ to these questions, the better value will be enhanced or protected. • Intellectual property – it’s quite common for intellectual property to be overlooked in a privately owned business, as it’s perceived as complex and can be quite expensive. But when it comes to a sale, you really need to make sure that you own your critical IP, because a welladvised buyer will check and only pay good money if ownership is established. There are some traps that business owners commonly fall into resulting, for example, with critical intellectual property being owned by a contractor to the business, rather than the business owner. That’s a serious problem if we’re talking about your website content or layout or your key logo that isn’t registered as a trade mark. We also see

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Maximising Sale Value - SSAA INSIDER

increasing problems with the ownership of domain names, of critical importance these days. • Litigation can also be an issue, as it spooks buyers. This is the case even if your business is the one suing, rather than being sued. • OH&S – many businesses under-invest and take a reactive approach, so this can be a significant issue if there is a higher OH&S risk profile, as with the storage industry. A serious OH&S incident in the middle of a sale could have a massive cost and cause a lucrative sale to fall through. Why do these issues matter? Well, in part because buyers want a business they purchase to be clear of these sorts of issues. These issues reflect risk, and so reduce the likely sale multiple. If you can address these issues, and your business is financially strong and strategically appealing, you can capture the significant value uplift that comes with a higher multiple.

The fix

It all boils down to this: Preparation drives enhanced value. To maximise sale proceeds, the main driver is the earnings multiple. So the most effective approach is to concentrate on the strategic, commercial and financial drivers that will increase the multiple. The next most effective is growing your bottom line, so you have a higher earnings multiple multiplied by higher earnings. But to really land that optimal outcome you need to do more, such as identifying

and then fixing the legal problems that reduce value. Legal problems, whether real or perceived, directly affect the sale multiple because a business that doesn’t present as having its act together is going to look more risky. And risk feeds straight into a lower multiple. None of the legal problems mentioned will necessarily prevent a business from being run well, indeed profitably. But to maximise proceeds you’ll need to address these problems. Almost all of the time, these problems are fixable. But trying to fix these problems in a rush can be unsuccessful and real value can be lost as a result. Say you are about to sign up your sale transaction. The buyer identifies a serious issue that will drop the price unless remedied. But, things have changed and the key people you have dealt with over many years, with whom you have a strong relationship, aren’t available or have moved on. Or, you are dealing with a difficult counterparty who perceives an opportunity to take advantage. In these ways, a satisfactory resolution can get a lot harder. It’s the old adage that preparation pays. You will enhance value if you identify issues, develop a plan and have some time to deal with the issues. We are often asked - how much time? Well, as always, it depends. Perhaps (if you are lucky) a couple of months but most likely longer, say the next employee pay review or the renewal cycle for annual contracts. The period required is how long it takes to have the best opportunity to fix the specific problem. You will get the best outcome if there isn’t the pressure of executing a sale

26 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

transaction, so you can choose the time that works best for you to fix the issue. Taking this approach also reduces posttransaction risk – the better organised you are, the more you are on top of the details and have real systems in place, the better your prospects of negotiating a regime that sees you fully off the hook for potential warranty claims sooner, with less money at risk in the meantime. We understand that business owners are focused on investing in their business, and then building their wealth outside the business, so many think, ‘Well, I’ll worry about that when someone makes me an offer’. That is too late to fix many of the problems we have discussed, at least without considerable expense and risk. If you are serious about selling your business in the next 2 or 3 years, then money spent wisely now in preparing for that sale is likely to be repaid over and over again. For more information - www.hunthunt. com.au

Gala Dinner - SSAA INSIDER

Gala Dinner T

o wrap up the Convention the Gala dinner was hosted by Mike Van Acker who was perfect as the Master of Ceremony. The Gala dinner theme was black and gold, with the room ensconced in a golden hue, which gave an aura of luxury.

Major Sponsor Visy Boxes & More team

Mike Van Acker - MC

During the awards as a surprise, the theme changed with the blinds opening up to give a great vista of the night lights of Brisbane, including the Wheel of Brisbane

During the evening outgoing Chairman Keith Edwards thanked the Board for their hard work and announced that he was standing down as Chairman. He welcomed Ivor Morgan as the new Chairman of the SSAA.

Orbitz Elevators team

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 27

SSAA INSIDER

YOUR SELF STORAGE SPECIALISTS Midland Insurance Brokers has been delivering excellence in customer service for more than 30 years. Strong business ethics and a distinctive personal approach has attributed to our continued success. Our market leading Self Storage policy is just one in our extensive array of insurance offerings. If you own or operate a Self Storage facility, it is important to have a comprehensive, individually tailored insurance policy that covers your total operation. As storage requirements differ from customer to customer, we can also provide cover for your customers offering insurance on their own goods stored in your facility. Whether you have a converted warehouse or a purpose-built facility, we can help you. For all your Self Storage needs speak to one of our specialists, Gilda Mihran or Justin Lane on 1300 306 571 or email storage@midlandinsurance.com.au

Insurance issued by CGU Insurance. Consider the policy terms and conditions. 28 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

Gala Dinner - SSAA INSIDER

Gala Dinner

SSAA Board Members

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 29

2018 Awards for Excellence -SSAA INSIDER

SSAA Award Winners For Excellence - 2018 Best Upgrade Or Expansion, Award Winner Access Storage Centre, New South Wales Sponsored by Highway Frontage

This facility began construction in February 2017 taking the number of units available at the facility from 303 to 498. This took the net lettable space from 3487m2 to 5129m2. The facility was originally constructed in 2000, with a 3 single story tilt up concrete panel/steel roof building being built. The facility undertook various expansions over the years, with 5 additional buildings being constructed. In 2015 the facility purchased an adjoining parcel of land increasing its land area from 13,620m2 to 15,143m2.

David Gray & Linda Gray of Access Storage receive their award from Susan Phillips, CEO, SSAA

The expanded zone is a combination of 1 x single story building and 1 x multi story building. The single-story building is new and identical to the other 8 existing buildings, constructed of tilt up concrete panels and insulated steel roof. The facility has 2 entrances facilitating ease of access for trucks on site. At the time the upgrade/renovation took place the office was also refurbished making it larger to allow for an ameliorated packaging material display.

Innovation / Business Initiative/ Sustainability Award Winner Ibidonstorage, New South Wales

Sponsored by Lock Distributors iBidOnStorage.com.au is an online auction platform that specialises in self-storage auctions. Bidders that have registered on the website are looking to buy abandoned storage units and as it’s the only thing they auction, it naturally drives a better sale price. This delivers a better sale proceeds for the sellers. Productivity for storage providers is improved through the significant reduction in man hours and money spent handling abandoned goods. The advantage of using iBidOnStorage is that the website delivers a good sale result along with a reduction in expenses and by using iBidOnStorage.

Martin Coote, Lock Distributors presents the award to Brennan McLoughlin and Grant McNamee , iBidOnStorage

30 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

2018 Awards for Excellence -SSAA INSIDER

Service Member Award Winner Centreforce Technology Group, Queensland Sponsored by SSAA

In the past year CTG designed and built a staﬀ intranet for the use of an SSAA Member. This tool allows the staﬀ to login and have a daily progress view of their targets. Feedback from the staff is that this helps

Michael Dogger, Jake Hart, Chris Vanek, Curt Dogger & Dallas Dogger of Sitelink recieve their award for Service Member of the year

drive them to sell more and management said it has saved hours of reporting and communication. Another tool designed and built for an SSAA Member in the last year is an investment portal. This shows live SiteLink data (move ins, revenue, NLA etc) for individual investors in real time. It allows the management company to focus on important things, and not have to spend time on reporting.

Another tool built this last year is a custom reporting dashboard that shows each company special statistics live from their management system. This allows them to keep on top of key statistics in a much more succinct form than standard online reporting. It can impact the bottom line by increasing profits while reducing expenses.

Small Operator Of The Year Public Storage Whangarei, New Zealand Sponsored by Southwell Lifts and Hoists

Public Storage, Whagarei is a 2,782 sqm facility with a land footprint of 4,500sqm. After previously been managed by a contractor for years, 2016 saw the owner take over management of the facilities and the facility undertook its 4th stage building consisting of adding an additional 52 assorted unit sizes.

Mark Doldissen, Southwell Lifts & Hoists presents the award to Stephen Guy, Public Storage, Whangarei

2016 also saw the facility receive a major make over with hardware, software and equipment being updated, new signage, new managed and updated procedures and policies and an overall new look which has seen the business go from strength to strength.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 31

SSAA INSIDER

15 Years of Delivering Seamless Self-Storage Projects in Australia & NZ Architectural Design

Engineering

Permits

Building Structures

Storage Unit Construction

Building Conversions

Turn Key Solutions

Warehouse Construction

PHONE 1300 388 224 EMAIL info@regisbuilt.com.au 32 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

regisbuilt.com.au

2018 Awards for Excellence -SSAA INSIDER

Community Engagement Award Winner Fort Knox Self Storage, Victoria Sponsored by Steel Storage

For many businesses supporting a charity organisation, local sports club or school comes in the form of a monetary donation. However, at Fort Knox they believe that personal experience and participation has a far greater and meaningful outcome than a mere donation. They financially support many partnered charities what they are most gratified by is the participation of team members in donating their time and effort in support of local community groups. As part of their ongoing commitment they encourage all team members to participate in volunteer work that is meaningful to them or their family. Each team member has the option to take 2 days paid community service leave days each year. This allows the team to engage in voluntary work of their choice without having to take unpaid leave. Fort Knox Self Storage supports several charities and reviews its charity endeavours annually, carefully choosing organisations that share the same family

Jon Perrins of Steel Storage presents the award to Julia West, Guy Wilson & Jo Wilson of Fort Knox Self Storage

values that it does!! The organisations that Fort Knox Self Storage chose to support in the 20172018 year include: Asthma Foundation Victoria, Love Your Sister, Melbourne City Mission, Kids with Caners, Eltham Men’s Shed, Challenge, White Lion,

Wye River CFA, Banksia Palliative Care, BARC, Eltham Rural Group, Rotary Club of Greensborough, Eastern Cricket Association, East Ringwood Football Club, Knox Info Link & Eltham Redbacks F.C. – just to name a few!!

Barbra Lupisan receives her manager of the year award from SSAA, CEO, Susan Phillips

Manager Of The Year, Award Winner Barbra Lupisan - Fort Knox Self Storage, Keysborough, Victoria Sponsored By Storman

Barbra (Barb) was unable to attend the event and her team accepted the award on her behalf. Barb first joined the Fort Knox family in July 2007 as Assistant Manager Dandenong. Barb showed great promise and was quickly promoted to Manager and is currently

an Area Manager of 4 facilities. Barb was transferred to Keysborough late last year and has been working on marketing strategies to increase the sites occupancy. As this site is still new and has further growth and development opportunities, Barb has a task ahead of her to fill the expected 1200 units once fully completed. In addition to the daily running of Keysborough and overseeing the Dandenong, Moorabbin and Vermont sites, Barb has taken on the role of trainer and is entrusted with the induction of all new employees into the business ensuring they are competent in product knowledge, legal issues, sales, and OH&S.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 33

2018 Awards for Excellence -SSAA INSIDER

Gilda Mihran presents the award to Craig Oliver, Stor-Mate Self Storage Solutions

Regional Facility Of The Year, Award Winner Stor-Mate, Tamworth, New South Wales

Sponsored by Midland Insurance This facility comprises of 158 units on a land footprint of 12,200 square metres with a net lettable area of 2594m2. This facility was built in 2 stages. Stage 1 in 2014 saw the facility hold 96 units. Stage 2 took place in January 2017 adding an additional 62 units to the facility

and a further expansion is planned for 2018/2019. The facility has been designed to accommodate larger vehicles and trailer which makes ease of access is second to none in the area, which is the no. 1 reason removalists recommend the facility to their clients. Plus, there is innovative and cutting-edge security systems which are unparalleled by local competitors.

Joel Shulkin and Sonja Becke, Visy Boxes & More present the award for Facility of the year to Lenore Emirali & Paul McFadzien, National Mini Storage

Facility Of The Year, Award Winner National Mini Storage, Newmarket, New Zealand Sponsored by Visy Boxes & More

The branch opened with 325 units spread across 3 floors in Nov 16 and another 221 were added in Nov/Dec 2017 on the 4th Floor so that as at the end of May 2018 it totalled 548 units. In addition to this there is a fifth floor opening in late 2018. Current occupancy take up rates will see storage units being erected on floor 6 during the second half of 2019. The building has a number of architectural features, which gives the illusion that you are looking at a small commercial office tower. These design

features along with the buildings placement on the site ensure it does not dominate neighbouring properties or adversely impact the neighbourhood that includes, businesses, high end

residential properties, public and private schools. The building has an integrated structural design that is required to meet the New Zealand’s earthquake codes

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SELF-STORAGE Partner with the industry’s largest and most recognised storage group and enjoy the many benefits: • • • • • •

Experienced Management Team Industry Leading Marketing Support Site Acquisition or New Development support Comprehensive Staff Training Leverage group buying power Over 150 Stores and growing

THE KINGS OF STORAGE, MOVING & MORE. For more information contact Martin Richards martin@storageking.com.au or +61 2 9460 6660

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W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 35

HR Help Desk - SSAA INSIDER

SSAA Convention – HR Central Recap

he SSAA Convention flew by so quickly, and what a great time it was! This year, we were lucky enough to have been asked to present to members on HR. For those of you who were not able to make it to HR Central’s presentation, keep reading to learn a little about how investing in your people is key to your business achieving success. When you think about any business, whether it be a pencil store, accountant firm, or even a storage facility, your team are behind it all. Regardless of how great your price, product or brand image is in the market place, one of the key factors of success in any business is your people. Taking some time to invest in your people through your HR processes such as recruitment, induction and performance can be instrumental to optimise employee retention, performance and engagement. So here are our tips! Recruiting new staff is a serious decision, like purchasing a new car or a house. You wouldn’t dive into buying a house or new car without knowing exactly what you wanted, conducting research, analysing reviews and asking relevant questions. One of our tips to help your efforts in this area is to be clear on your company values and culture and look to find behaviours that align. Try going off topic during interviews. For example, if you are looking for a team player, or a good support person, asking a question like “when was the last time you did a nice deed for someone, and what was it?, can be telling and gives great insight into core values.

into your business. Shift the focus from a ticking the box exercise to seeing the employee achieve their goals. Investing in performance ensures that performance expectations are clear and can be met, employees are rewarded for good performance, and provides a basis for employee development and career growth. Our tips are to carve out uninterrupted time for performance conversations to show appreciation and build mutual respect. Further, make sure you provide both positive and constructive feedback. Positive feedback is easy to give, but constructive feedback is where the greatest value lies. If you find these conversations hard, be sure to practice and use tools to frame feedback in a helpful way. If you liked these tips, there are plenty more that we covered in our presentation at the Convention. Get in touch with us at HR Central if you would like more information or need assistance with any HR issue including those relating to recruitment, induction and performance.

Now that you have found your new employee, you need to induct them into your business to set them up to be successful. A good induction won’t leave an employee flailing but will provide an increased sense of acceptance and increase the employee’s productivity. When it comes to induction, we recommend setting induction and performance milestones to help keep you on track with the induction, and affirm how the new employee is settling

36 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

Leisa Rennie

HR Specialist- HR Central Leisa joined HR Central in April 2016, as a result of the acquisition of Melbourne based HR Consultancy, People Dynamics. Her experience, combined with sharp analytical skills has contributed greatly to the team and Leisa is a valued and respected Senior Specialist to the increasing HR Central client base. Originally from Auckland, New Zealand, Leisa holds a Bachelor of Communication Studies from AUT University in Auckland, New Zealand and a Graduate Certificate in HR at Swinburne University in Melbourne. Leisa is also accredited in two Psychometric profiling tools, the McQuaig and Saville Wave. Psychometric Assessments are an exceptional tool in the Recruitment process and make a real impact on the talent and success quotient of any business. Leisa is well known for her calm and measured approach when assisting clients reach the best possible outcomes in all areas of their Human Resource management.

Service Member Profile - SSAA INSIDER

Service member profile T he industry-leading Storage Commander Cloud management software, developed by U.S. based Empower Software Technologies, is now being sold and supported throughout Australia and New Zealand.

After 20 years serving the self-storage industry, the Storage Commander software is widely known for its dedication to providing the end users with a complete software solution that not only meets – but exceeds expectations regarding data speeds, security and feature set. Utilizing Microsoft Azure’s global data network, Storage Commander Cloud users benefit from an amazing 99.9% server uptime, ensuring that not only is your data readily available when you need it, but by utilizing the innate automatic GeoIP lookup within the software, you are always guaranteed use of the closest server to your location that will provide the fastest speeds possible. This eliminates the “bottle-necking” of data and addresses the potential for slowdowns during peak times. While most software packages provide basic features such as rate changes and adjustments, Storage Commander Cloud additionally delivers cutting-edge developments such as automated rate changes by occupancy and length of stay, marketing tracking, facility maintenance work orders, and a completely unique unit inventory system. Favoring

innovation over replication, Storage Commander Cloud users are always ahead of the technology curve. Storage Commander currently serves the North, Central, and South American selfstorage marketplaces and is looking to quickly expand into the U.K. and South Africa. The flexibility of the software also allows for simple adaptation into other verticals such as apartments,

boat marinas, valet storage and caravan storage. Storage Commander Australia Contact Information Steve de Mamiel Office: (03) 9028 6858 steve.d@storagecommander.com.au www.storagecommander.com/ australia_nz Source: Empower Software Technologies Inc.

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SSAA SERVICE MEMBER SINCE 1999

Life Member -SSAA INSIDER

Honorary Life Membership For

Elaine Coote

supporters of the SSAA and have sponsored the Annual Awards for Excellence for many years. Lock Distributors have worked closely with the Association to understand the legal implications of security and offered customers specialist advice and the “why” of products - not just sold a lock!! Lock Distributors now supply over a quarter of a million individual products to self storage facilities across Australia and NZ every year – and growing!! Elaine and Lock Distributors are now sharing knowledge with their next family generation, with son, Martin joining the company in 2013.

estowing a life membership on Elaine Coote to some would seem overdue.

Elaine and her late husband Robert founded what we now know as one of the most successful security lock business in Australia, which has evolved over the past two decades from a reseller of basic lock products to a provider of highsecurity products and accessories to the vending and coin-operating, gaming, entertainment and self storage industries. They obviously saw the benefits of aligning themselves early with the growing self storage industry, and subsequently established themselves as the premier supplier of locks to the industry.

Elaine attended her first convention and trade show in 1991 and hasn’t missed one since!! She has always organised the stand and the Lock Distributors’ involvement in the convention. Lock Distributors have been outstanding

Keith Edwards presenting award to Elaine Coote

Over the years, many other lock supply companies tried to crack their “safe”hold on the self storage market, but with their personalised approach and understanding they gave their customers, the others never stood a chance.

38 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

One of the criteria for life membership nomination states that a nominee must have made a substantial contribution to the self storage industry at a local, state or national level. Elaine has certainly exceeded this with her attendance at every convention and tradeshow and the evolution of her products and business in accordance with changes in technology and the industry. We thank and congratulate Elaine on your life membership.

Martin Coote and Elaine Coote

Life Member -SSAA INSIDER

Honorary Life Membership For

Richard Whalan I

t seems fitting to be granting an honorary life membership to one of our foundation members – Richard Whalan. In May 1990 a handful of enthusiastic Self Storage facility operators meet at the Hotel Lawson in Sydney, where they held the inaugural meeting of the proposed Australian Self Storage Association. The first trade show was held at the same hotel on September 28, 1990. The following day a steering committee was appointed and the 32 foundation members were welcomed. Mr Richard Whalan was one of those foundation members. Richard was an integral part of the Associations beginnings. He was on the

appointment panel for the Associations first General Secretary (CEO), Rennie Schafer which successfully transitioned the organisation to a professional association. Richard was an early adopter of the self storage industry in Australia, opening Rent-a-Space’s first facility in Padstow in 1979, over 39 years ago!! After recognising the opportunity in the USA all those years ago. Rent-a-Space has now grown and has 13 facilities throughout Sydney. During this time the company has also continued to expand their existing facilities to keep pace with the storage demand. Rent-aSpace currently has two more sites under development. Richard has been an active member of the

association and relishes the opportunity to connect with other like-minded and successful business operators. Richard continues to take a very active role in relation to the expansion of Rent-aSpace. Rent-a-Space is very much a family affair and Richard providing mentorship for the next family generation. His son Brendon got his first set of industry training wheels in 1999 and has gone on to now own and manage Spacemax Self Storage in Auckland with his wife Luella. Son, Thomas joined his father in 2013 and is now the General Manager of their NSW operations. Richard is an advocator and supporter of the SSAA and regularly stresses the importance of the SSAA membership to others. His feedback to the Association has been invaluable over the years. One of the criteria for being awarded life membership is that a nominee must have provided “An outstanding contribution to the self storage industry or the SSAA over a significant period (at least 10 years)”. We certainly think after 39 years involvement with the industry he has more than qualified for life membership. Congratulations Richard Whalan on your honorary life membership.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 39

SSAA INSIDER

Event stats

* %age feedback on the basis of cumulative responses of ‘Good’ and ‘Excellent’

76% of attendees

were delegates

24% of attendees

were exhibitors

40 Exhibitors

89%

84%

319 Attendees

132

548

38 Speakers

40%

84%

5 Streams

60%

97%

were highly satisfied with the level of value

photos shared on the Whova App

of attendees attended for the first time

rated Trade Show in the Spotlight as excellent

40 // SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA / W W W.SELFSTOR AGE.ORG. AU

of people were satisfied with the Convention

sessions viewed on the Whova App

said the quality of speakers were good

rated the event branding & communication excellent

Members Legal Forum - SSAA INSIDER

Members Legal Forum

You can’t say that!

f you have a social media (SM) platform – Facebook, Instagram, Twitter etc – what can you say on it? And are you responsible for what other people post? In this Members Legal Forum we consider your liability when you or anyone else makes inappropriate comments or depreciates the competition on your SM account. How we reach our target audience is changing. Yellow Pages feels like a relic from the ark, physical newspapers are a quaint weekend indulgence rather than our principal information source, and even our nation’s leaders are communicating by posts, status updates and tweets (although not necessarily wisely!). Information and comments fly thick and fast, and what we accept as ‘truth’ or ‘fact’ in the morning may well be as old and stale as yesterday’s breakfast by that same afternoon. But in a world where opinions are so readily and easily shared, when opinions seem to change ever more quickly, and everyone is commenting on everything (and it would appear the more strident and sensational the comment the better) what, if any, is our responsibility when someone makes a negative comment

about our competitors on our social media platforms? Surely the liability for what is said vests with the person making the comment? It is, after all, their opinion? What is becoming clear is that if you have the ability to edit, censor or control content on your social media platform, then you have a legal obligation to ensure what is being said there – by you or thirds parties - is not in breach of advertising standards or consumer protection legislation.

Is social media ‘advertising”?

This question has been resolved for many years – a company’s social media content is considered advertising and/ or marketing communication. This means it falls under the regulation of the ASB (Advertising Standards Bureau) in Australia and the ASA (Advertising Standards Authority) in New Zealand. All content on a business’s social media platforms must meet the same standards as all other forms of traditional advertising, such as television, radio and print. Hence restrictions or prohibitions on the use of ‘bad language’, sexual comment, racial hatred speech, and all other elements of the advertising code apply to SM.

Simone Hill , SSAA’s Legal Advisor

But while it probably comes as little surprise that you as a business operator cannot use bad language in your social media content, what may not be so intuitively understood is that you are also likely to be responsible for any thirdparty user who includes bad language in their content. Imagine I have a self storage Facility called Simone’s Sensational Storage. I have a Facebook page and I post that we have just welcomed our 400th customer since opening. If a third-party user (one of the many people, I have encouraged to ‘like’ me on Facebook) posts a comment in response “Your Facility is the best ****ing facility in town!” and I don’t remove the comment, I would be in breach of the advertising code relating to strong or offensive language. This is the case even if I have not paid the person to put up the post, or in any way encouraged them to make the comment. Further, it is not relevant whether I benefit from the post or not.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 41

Members Legal Forum - SSAA INSIDER

may see action brought against you by the advertising standards board. Importantly, and this cannot be overemphasised, comments and materials are not just the things you post to your social media site – they are also content posted by third party users.

So, what should I do?

If you have a Facebook account, Twitter or any other social media presence for your business, you must understand your duty to manage its content. This means not just monitoring what is being put up by your business, but also ensuring what is being posted by third parties is not in breach of advertising standards or consumer protection laws either. If a you have a person in your business who manages your content, ensure they understand they now have a legal responsibility to remove contravening content. Also remember to timetable in a regular ‘review’ of your comments pages.

Not just advertising standards…

And it’s not just things like bad language and sexual comment that could get you into trouble. Breaches of consumer protection legislation are just as actionable. If your company or any third-party user posts material to your site that is false or misleading, this may see you in breach of the competition and consumer laws or even face a defamation claim. For example, let’s say I post to Simone’s Sensational Storage Instagram account a photo of my staff blowing out the candles on a cake with the caption “Celebrating our second birthday today! Thanks to our great customers over the past two years!” to which someone responds “I love you guys! Plus, you are totally vermin proof, not like Steve’s Scummy Storage down the road!” As nothing is totally vermin proof this statement is likely to be deemed false and misleading and in breach of consumer protection legislation not to mention being possibly libellous for what it suggests about a competitor’s facility. As I control the page - including comments made on posts - if I allow it to stay up I could find myself in breach of competition and consumer laws.

Sometimes you may breach both advertising standards and consumer protection laws

Sometimes social media content may breach both advertising standards and consumer laws. If Simone’s Sensational Storage has a Twitter account and I tweet “Storing with us makes you sexier!” I would breach both ASB code (implying sexual success through purchase of product or service) and Competition and Consumer Laws (making a false and misleading statement).

What does this mean for you?

These legal responsibilities impact on your business in two ways: 1. Any company allowing false and misleading comments or materials to be posted to their social media sites would breach consumer protection legislation; AND 2. Comments or materials breaching advertising standards

Trade Directory - SSAA INSIDER

Trade directory Design & Construction Services & Suppliers SOUTHWELL LIFTS AND HOISTS David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au UNIVERSAL STORAGE CONTAINERS (USC) Shay Mcquade T: 0438 256 541 E: shay.mcquade@ universalstoragecontainers.com W: www.universalstoragecontainers.com STORCO STORAGE SYSTEMS Jacob Layton T: 02 6391 2800 E: sales@storco.com.au W: www.storco.com.au

Trusted suppliers to the Self-Storage Industry

Orbitz Elevators Pty Ltd Jonathan Dwayre T: 1300 851 554 E: info@orbitzelevators.com.au W: www.orbitzelevators.com.au RegisBuilt Group Anthony Regis M: +61 423 083 321 T: 1300 388 224 E: anthony.regis@regisbuilt.com.au W: www.regisbuilt.com.au

AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com W: www.aon.co.nz

Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au W: www.safetech.com.au

Box Commercial Estate Agents Robert Stanley-Turner T: +61 3 9410 0388 M: 0418 98 2000 E: rob@boxcom.com.au W: www.boxcom.com.au

Steel Storage Group T: +61 7 3865 1600 E: sales@steelstorage.com.au W: www.steelstorage.com.au

B & D Australia James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au W: www.bnd.com.au

Taurean Door Systems Adrian Valente National Sales Manager T: +61 3 9721 8366 E: Adrian.valente@taureands.com.au W: www.taureands.com.au

BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au W: www.aimhire.com.au

Total Construction Pty Ltd Steven Taylor Director T: +61 2 9746 9555 E: stevet@totalconstruction.com.au W: www.totalconstruction.com.au

Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au W: www.bridgmond.com.au Centurion Garage Doors Pty Ltd Tony Cocco Business Development Manager T: +61 7 3441 4999 E: tcocco@cgdoors.com.au W: www.cgdoors.com.au Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au W: www.corporateconstruction.com.au G&M Stor-More Michael Watson T: 02 4733 5048 E: michael@gmstormore.com.au W: www.gmstormore.com.au Gliderol Garage Doors Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au W: www.gliderol.com.au Havener Enterprises Alan White T: 815 935 8383 E: alan@havenerent.com W: www.portablestoragebox.com Kiwimark Construction Ltd T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz W: www.kiwimark.net.nz

Management Services Self Storage Management Solutions Mark Greig Director of Operations M: +61 499 110 599 T: (07) 3240 8400 E: markg@fksl.com.au W: www.fortknoxstorage.com.au W: www.storelocal.com.au

Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au W: www.bishopcollins.com.au

Collins & Associates Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com W: www.malcolmcollins.com Colliers International Holdings (Aust) Ltd Dylan Adams T: 02 9257 0222 E: dylan.adams@colliers.com W: www.colliers.com.au GSA Insurance Brokers Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au W: www.selfstoragerealestate.com.au Landmark White Pty Ltd Paul Robbins T: 07 3226 0000 E: paul.robbins@lmw.com.au

Sitelink Michael Dogger General Manager T: +61 7 3889 9822 E: support@sitelinksoftware.com.au W: sitelinksoftware.com.au

M3 Property Strategists Jeremy Hoffman T: 07 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: 07 3620 7901 E: ross.perkins@m3property.com.au

Storage King Management Services Australia Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au W: www.storageking.com.au

Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au W: www.midlandinsurance.com.au

Storage King New Zealand Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au

Valuations, Finance & Assorted Professional Consultants AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: 02 9253 8350 W: www.aon.com.au/storage

Robertson & Robertson Sarah Magann T: +61 2 4351 2200 E: sarah@randr.com.au W: www.randr.com.au Urbis David Blackwell M: 0409 771 310 E: dblackwell@urbis.com.au Tim Creighton M: 0424 150 9943 E: tcreighton@urbis.com.au Wallace McLean Limited Simon Keenan T: +64 9-358 7233 E: simon@wallacemclean.co.nz W: www.wallacemclean.co.nz

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Trade Directory - SSAA INSIDER

Ancillary Services VISY BOXES & MORE T: 03 9554 5600 E: vbm_vic@visy.com.au W: visyboxesandmore.com.au Branches across Australia and New Zealand. Aurion Solutions Liz Brooke 4 Fairmont Court Narre Warren North VIC 3804 T: +61 439 004 406 E: liz@aurionsolutions.com.au W: Under construction BOS NZ Limited Phil Tindle Palm Beach, Papamoa, 3151, New Zealand T: +64 0800 226 769 E: info@bosnz.co.nz Homestead Press Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au HR Central Cath Grawe T: +61 1300 717 721 E: cath.grawe@hrcentral.com.au W: www.hrcentral.com.au Hunt and Hunt Victoria Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au W: www.hunthunt.com.au iBidOnStorage iBidOnStorage T: +61 2 4302 0605 E: info@ibidon.com.au InXpress Luis Rene Ramirez International Freight Consultant T: 1300 730 969 E: luis.ramirez@inxpress.com W: www.inxpressit.com.au Jetta Excess Baggage Pty Ltd Lyle Honess T: +61 1300 300 688 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au

MiniMovers T: 1300 366 000 E: sales@minimovers.com.au W: www.minimovers.com.au National Energy Solutions Andy Tran T: +61 3 8609 9276 E: tran@nationalenergysolutions.com.au W: www.nationalenergysolutions.com.au Platinum Signs Pty Ltd Marcio Wilges T: +61 438 477 578 E: info@platinumsigns.com.au W: www.platinumsigns.com.au Royal Wolf Trading Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au W: www.royalwolf.com.au StorAssist Sally Chodan 204 Olinda Creek Road Kalorama VIC 3766 T: +61 403 533 640 E: sally@storasist.com.au W: Under construction Sweepers Australia Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au W: www.sweepersaustralia.com.au Transcorp Removals John Christoforidis T: 1300 466 838 (Toll Free) E: enquiries@transcorpaustralia.com.au W: www.transcorpremovalsandstorage. com.au Web ID Systems Ian Bland Unit 6, 9 Mirra Court, Bundoora, VIC, 3083 T: +61 3 9470 8420

Software & Security EZIDEBIT T: 07 3124 5500 E: sales@ezidebit.com.au W: www.ezidebit.com STORMAN AUSTRALIA Andy Pudmenzky T: 07 3319 1522 E: sales@storman.com W: www.storman.com

STORMAN NEW ZEALAND Andy Pudmenzky T: 09 280 3393 E: sales@storman.com W: www.storman.com AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au W: www.ad-tech.com.au AlarmQuip Security Systems Evan Richardson T: 07 5492 3242 E: evan@alarmquip.com.au W: www.alarmquip.com.au Centreforce Technology Group Pty Ltd Dallas Dogger T: 07 3889 9822 E: sales@centreforceit.com.au SiteLink Software: www.sitelinksoftware.com.au R6 Web Sites: www.r6digital.com.au District Manager revenue enhancement software: www.qstrom.com Prodigitas IT Services Kaustubh Deshmukh T: +91 9764 009 848 E: kaustubh.deshmukh@prodigitas.com W: www.prodigitas.com PTI Australasia Pty Ltd Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com W: www.pti.com.au Queaccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au W: www.queaccessw.com.au Sentinel Australasia Jason Keane T: +61 99882035 / 1300 852 117 E: jason@storagesecurity.com.au W: www.storagesecurity.com.au Storage Commander Australia Leann Power T: (03) 9028 6858 E: leann@storagecommander.com W: www.storagecommander.com Zapala Go Andreia Gomes T: 1300 927 252 E: sales@zapalago.com W: www.zapalago.com

Would you like to be listed on this page? Then become a SSAA Service Member. The Self Storage Association of Australasia has been looking after the interests of the self-storage industry in Australia and New Zealand since 1990. It is the peak industry body and provides guidance to its members in both day-to-day operational procedures and the promotion of their business and the industry as a whole. A key factor in the success of the SSAA has been the relationship with its members. As a Service Member of the SSAA you could have the opportunity to build relationships within the industry through the various mediums and networking opportunities that the SSAA has available. You also have a unique opportunity to market your products and services directly to the industry through a number of opportunities that we have exclusively for our Service Members. In addition, you will receive all the information, publications, invitations and other correspondence that all members of the association receive, which will help you keep abreast of industry issues and ensure you have the most up-to-date information when dealing with the self-storage industry. As a service member you also have board representation. This ensures that you also have a say in the strategic direction of the association and the industry, you have the right to vote, nominate or become this important industry representative. For further information on how we can help make your service membership work for you, please call +61 3 9466 9699 to obtain an application form or email membership@selfstorage.com.au

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New Members - SSAA INSIDER

New Members Provisional Members

Facility Members

Additional Facilities

Peter Newland PO Box 67 North Geelong VIC3215 Ph: +61 418 522 266 Email: peter@advancerecords.com.au

North Brisbane Self Storage 32 Frederick Street Northgate Qld 4013 Ph: +61 7 3266 3666 Email: storage@nbss.com.au

Moore Space Self Storage 18 Barnett Place Molendinar QLD 4214 Ph: +61 7 5594 9739 Email: suet01@bigpond.com

Blayney Storage Solutions 1-3 Radburn Street Blayney NSW 2799 Ph: +61 458 224 473 Email: kevinthompson@ aboveandbelowservices.com.au

Alpha Storage Ltd 35 Lunns Road Middleton Christchurch 7644 New Zealand Ph: +64 0800 968 778 Email: info@alphastorage.co.nz

Ingham Self Storage Arthur Porter Drive Hamilton 3288 New Zealand Ph: +64 2198 9956 Email: john.ingham@inghamdriven.com

Storage Safe NZ Limited 41 Fleet Street Taupo 3330 New Zealand Ph: +64 9 445 7365 Email: hiramr@xtra.co.nz

National Storage Kelvin Grove 345 Kelvin Grove Road Kelvin Grove QLD 4059 Ph: +61 7 3147 8212 Email: kelvingrove@nationalstorage. com.au

Drayton Self Storage 34 Sowden Street Toowoomba QLD 4350 Ph: +61 429 876 963 Email: walford@walford.id.au Store A Box 10/8 Wainwright Road Whalan NSW 2770 Ph: +61 1300 135 400 Email: paul@storeaboxcom.au

Service Members Aurion Solutions 4 Fairmont Court Narre Warren North VIC 3804 Ph: +61 439 004 406 Email: liz@aurionsolutions.com.au StorAssist 204 Olinda Creek Road Kalorama VIC 3766 Ph: +61 403 533 640 Email: sally@storassist.com.au

Portland Self Storage 48 Fitzgerald Street Portland VIC 3305 Ph: +61 409 793 216 Email: warmistead@hotmail.com Inverloch Self Storage 19 Bear Street Inverloch VIC 3996 Ph: +61 418 124 809 Email: bzimmermann@bigpond.com Eastbay Secure Storage 17-19 Gateway West Whakatane Bay of Plenty 3158 New Zealand Ph: +64 0800 589 778 Email: info@whakatanestorage.co.nz Masterton Container Storage 8 Edwin Feist Place Masterton 5810 New Zealand Ph: +64 0800 787 822 Email: philzers@gmail.com Moonta Self Storage 18 Crutchett Road Moonta SA 5558 Ph: +61 8 8825 3649 Email: mheddle64@gmail.com

StoreLocal Seventeen Mile Rocks 43 Oldfield Road Seventeen Mile Rocks QLD 4073 Ph: +61 7 3376 0622 Email: seventeenmilerocks@storelocal. com.au Taxibox Mordialloc 275-281 Boundary Road Mordialloc VIC 3195 Ph: +61 1300 956 644 Email: mordialloc@taxibox.com.au U-Store-It Totness 7 Follett Close Totness SA 5250 Ph: +61 8 8120 1305 Email: mtbarker@ustoreit.com.au StoreLocal Epping 214-216 Cooper Street Epping VIC 3076 Ph: +61 3 9408 8400 Email: epping@storelocal.com.au National Storage Beresfield 30 Kullara Close Beresfield NSW 2322 Ph: +61 2 4966 3131 Email: beresfield@nationalstorage.com. au National Storage Rutherford 22 Spitfire Place Rutherford NSW 2320 Ph: +61 2 4932 9122 Email: rutherford@nationalstorage.com. au National Storage Yanchep 103 Booderee Road Yanchep WA 6035 Ph: +61 8 9540 3003 Email: yanchep@nationalstorage.com.au Storage Plus Kingsgrove 186-190 Kingsgrove Road Kingsgrove NSW 2208 Ph: +61 2 8345 6000 Email: ryan@storageplus.com.au Tongala Storage Bendigo 177 Woodward Road Golden Square VIC 3550 Ph: +61 407 281 504 Email: shereneclow@gmail.com

Code of Ethics 1. 2. 3. 4. 5.

Members must promote th e good image of the industry through ethical and honest advertising and business practices. Members must maintain industry best practice standards as set by the Association. Members must ensure that their business practices deter the conduct of criminal activities on site. Members must comply with all relevant laws and regulations in regards to developing and operating a self-storage business. Members must use a properly executed SSAA storage agreement or equivalent legal binding agreement with all Storers.

6. 7. 8. 9.

Members will avoid using practices that do not support environmental sustainability where practical alternatives exist. Members will ensure that their work place provides the maximum practical level of safety for employees, customers and other visitors to the site. Members should ensure that staff are competent in their duties and complete appropriate training in best practice standards. Members should treat all customers with respect.

W W W.SELFSTOR AGE.ORG. AU / SELF STOR AGE ASSOCIATION OF AUSTR AL ASIA // 45

Tribute - SSAA INSIDER

A tribute to

Terry Lane –

Founder of Midland Insurance creating what we now know as Midland Insurance, a family run business. A business he ran with his two sons and codirectors, Damien and Justin; a business with many long serving staff. Staff saw Terry not only as a friend, but also as a confidant and mentor. Terry went big in his life whether it be the size of the glass of wine he poured or the energy he put into his work, hobbies and interests. Over the years, Terry was part of the Reservoir Lakeside Football Club, a member of the Brunswick Swimming Club and later went on to represent Victoria at swimming. He was a member of the St Kevin’s Tennis Club, was a member and Past President of the Eastern Golf Club, was a lifetime member of the Point Lonsdale Surf Lifesaving Club. Terry served on the NIBA (National Institute Brokers Association) National Board and was a regular attendee at the SSAA summits, conventions and dinners.

he SSAA would like to pay a tribute to insurance and SSAA industry stalwart, Terry Lane.

Terry passed away on 22 July 2018 after contributing more than 60 years to the insurance industry. Reading thoughts and recollections of Terry online, and as many of us well know, Terry had a life well lived and was a person well loved. Terry started his insurance working career off at Phoenix, moving through their ranks then onto Robinson Insurance as a broker before co-founding and helping to create OAMPS and to make OAMPS one of the largest and successful broking firms. In 1993 Terry started his journey to

Proudly, in 2014, Terry was awarded the Lex McKeown Trophy, the trophy is awarded to long standing members of the NIBA who have provided outstanding service to their Association and made a significant contribution to the broking profession. Recollections from Self Storage industry Association and Terry’s Insurance industry colleagues have a common theme: Self storage industry memories: “Terry always had a ready smile, a wry comment and a good piece of advice handy whether you wanted it or not……………...” (Malcolm Collins, Collins & Associates) “Most of my interaction with Terry over the last 20 year was at conferences and very late at night, which makes it difficult to recall actual conversations. One thing I do remember about him was his generosity. Every time a round

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was required, he would “I’ll get this one, you get the next one”. This is probably another reason why my memories are so hazy” (Michael Webb, Wilson Storage) “I have known and worked with Terry for the past 25 years. Within this time, he has been more than a boss to me.” There are no particular words to describe the type of person he was. He was a great man and mentor and will be sadly missed but his legacy will carry on.” (Gilda Mihran, Midland Insurance) Terry Lane was a very generous man Both at the bar and with his knowledge. A man that made you smile every time you meet him. “’Drink up its my SHOUT”’ (Mark Leocata, ULock Self Storage, Shepparton)

Insurance Industry tributes:

“Terry was larger than life and good for the broking industry” “Terry was a remarkable contributor to the insurance broking community, a dedicated and professional insurance businessman who was so highly regarded for decades. A leader of the industry, and one of this world’s all-round nice guys. The insurance industry is richer for his presence, and poorer for his passing”. “His charismatic personality and tremendous ability to build rapport almost instantly set him apart – and endeared him to all who knew him”. I think it’s fair to say that Terry lived a full life, his legacy will live on in his company and in the many friends and colleague whose lives he has impacted. Now let’s take a moment to reflect on Terry’s life and time as a member of the SSAA.

SSAA INSIDER

27th-29th Aug’19, Cairns

SSAA INSIDER

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B T A S UST U G U E A SE 2-24 E 2 | M CO ANE B S I BR SSAA

TIO NVEN

018 2 O EXP

Contact STORCO today! +61 2 6391 2800 Email sales@storco.com.au 6,12 Strathgrove Way, Orange NSW 2800

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