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Insider M AG A Z I N E O F T H E S E L F STO R AG E A S S O C I AT I O N O F A U ST R A L A S I A

107 JUNE / JULY 2019

Access Storage Centre

Best Upgrade or Expansion Winner 2018

OUTSIDE THE BOX Aiming our sights with gun storage

GOING CASHLESS Why the self storage industry should go cashless

SOCIAL MEDIA

Does your business have a social media policy?

FAREWELL SIMONE

After two decades serving the SSAA Simone Hill is moving on

CONTENTS | 03

32 SSAA BOARD MEMBERS Chairman - Ivor Morgan Jim’s Self Storage, Victoria Deputy Chairman - Jason Keane Sentinel Australasia, Victoria David Daddow Able Self Storage, South Australia Andrew Eastwood U-Store-it, South Australia Makala Ffrench Castelli National Storage, Queensland Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand Rachel Grant Storage by the Fox, NSW

LIFETIME MEMBERS

FAREWELL SIMONE

COVER STORY

Farewell messages to Simone Hill SSAA Legal Advisor

Best Upgrade or Expansion Winner – Access Storage Centre

08 SSAA

35 WEBSITE COMPLIANCE

SSAA launches new web site Benefits of using the SSAA Logo

14 OUTSIDE THE BOX

Mark Bateman

Bob Marsh

Frank Cooney

Jim Miller

Elaine Coote

Jon Perrins

Liz Davies

Phil Robbie

John Eastwood

Mark Snooks

SSAA Cairns Conference Speakers

Simone Hill

Richard Whalan

20 RESEARCH

Neville Kennard

Gun Storage

16 SSAA CONVENTION 2019

Why self storage should go cashless

Does your website comply with the Disability Discrimination Act and other laws?

36 NZ CONSUMER LAW

10 things to think about

37 HUMAN RESOURCES

People Power!

REGULARS

SSAA STAFF

22 URBIS STORAGE INDEX

Susan Phillips CEO

Jeannette Jones Michelle Stokes Reception/Administration

Storco

10 Industry News

29 COMMUNITY

12 Out and About

Vanaja Thomas Membership Officer

Andrea Bowman Paralegal

30 FOCUS

Melinda Wyper Accounts Bryan Furtado Marketing & Events

Up Down or Indifferent?

27 PRINCIPAL PARTNER SSAA

Does your business have a social media policy? Q&A with Carolyn Provera from Griffith Self Storage

34 PRINCIPAL PARTNER SSAA USC

04 Chairman’s Report 06 CEO’s Report

New Zealand and Adelaide

21 SSAA Events 38 Members’ Legal Forum 40 Trade Directory 42 New Members

www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356 T: +61 3 9466 9699 F: +61 3 9466 8081 Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our web site

www.selfstorage.org.au

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au Designed by: Keely Goodall / E: keely@itsallgood.net.au Advertising and sub editor: Bryan Furtado / E: marketing@selfstorage.com.au Printed by: Homestead Press / E: 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. While 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.

JUNE / JULY 2019 INSIDER 107

04 | CHAIRMANâ€™S REPORT

Ivor Morgan, Chairman SSAA

would like to warmly welcome our newest team member Vanaja Thomas in the role of membership officer. I had the pleasure of spending time with Vanaja recently at the SSAA Open Day in Adelaide and believe she will be a valuable addition to the team. I also attended the SSAA Open Day in Auckland, which was a great success with more than 50 attendees. These events are proving to be a great opportunity to showcase what the SSAA can offer members and gives our service members a forum to present their products and services direct to prospective clients.

These events are proving to be a great opportunity to showcase what the SSAA can offer members and gives our service members a forum to present their products and services direct to prospective clients. The feedback I have received has been very positive and I would like to congratulate Susan and the team on the success of these events. Board elections are fast approaching with nominations opening on the 20/06/19 and closing on the 11/07/19.

Category positions that are up for election are Major, New Zealand, Regular and Service member. A nominee for Director must: (i) have a minimum of 3 yearsâ€™ experience in the self storage industry and have been a Member, or a Representative, for more than 2 years; and (ii) have owned or part owned a self storage business for more than 3 years or been at a senior level of management in a self storage business for more than 5 years. As a director you are required to attend six meetings per year, most are video conferences, although some are in person. The obligation of directors is to guide the strategic direction of the SSAA, being mindful of representing all members, not just the category that elects them. Directors need to take informed, but impartial decisions on behalf of the SSAA. We have already had some expressions of interest but I encourage any members interested in nominating for a board position to contact the CEO Susan Phillips or myself to discuss in more detail what a directorship involves. l

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06 | CEO’S REPORT

Susan Phillips, CEO SSAA

s I write this column, I am excited by what I see and hear about the self storage industry in Australia and New Zealand. Having recently returned from two very successful Open Days conducted by the Association in Auckland (first ever in NZ) and Adelaide, I am pleased to report that these functions were well attended by members and potential members, and offer a great platform for us to showcase the benefits derived from membership. Additionally, our service members are afforded the opportunity to interact with delegates which in turn has led to many successful sales of products and services. These Open Days have a direct correlation to membership growth – the past two months has seen more than 20 new members and 10 new additional facilities.

As a member organisation, it is important that we continually review our membership offerings and I am delighted to introduce our new Membership Officer, Vanaja Thomas who will be undertaking a full review during the year once she has had time to become familiar with the SSAA membership. In the meantime, we continue to improve the already established services. One such service is the Legal Help Desk that has now extended to five days per week by engaging the services of Hunt & Hunt Lawyers in Australia. In New Zealand this service was established some years ago through Jackson Russell, Auckland. The existing www.selfstorage.org.au website has been overhauled, offering members with much easier access to business operational guides, legal and HR advice, the SSAA Shop, publications, ability for members to update their business details and an extensive library of SSAA published articles. We have also launched a non-member portal which is aimed at attracting new members to the Association. The Storage Finder website has also undergone considerable change. Another service that is currently being developed is an up-to-date Workplace Health and Safety process that will ultimately provide members

These Open Days have a direct correlation to membership growth – the past two months has seen more than 20 new members and 10 new additional facilities.

with the opportunity to develop their own set of procedures or engage with professionals, who for a fee, can assist you reach your goal of being compliant in this very important aspect of business. The momentum for SSAA Convention 2019 is picking up speed as we put the finishing touches to the program. The scene is set for a great convention in Cairns. We are busy outsourcing the judging process for the SSAA Awards for Excellence nominees. There is also an election to take place for various positions on the SSAA Board leading up to the AGM at Convention. However, it doesn’t end there, as we cast our eyes forward to 2020 in order to celebrate 30 years of the SSAA. I welcome input from members wishing to contribute thoughts and ideas on how best to celebrate our first 30 years. l

VALUATIONS | SELF STORAGE | PROPERTY CONSULTANCY

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Collins & Associates undertakes valuations, catchment studies, operational and benchmarking reviews and property research using over 25 years worth of in-house data covering the self storage industry nationally. We work in all sectors of the market including regional and country centres. Our personal, direct and

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8 | SSAA WEBSITE

SSAA launches new website

he Self Storage Association of Australasia is pleased to announce the launch of our new website. After an exhausting six months of compiling, trialling, tweaking we finally launched it early May. The arrival of the new site completely overhauls content offerings, as well as giving a smoother, more intuitive user experience. With a fresh look and feel, the new site gives Members the opportunity to navigate through to the Member’s Only section where they can access the SSAA’s extensive Member benefits and publications with ease. The site delivers a fully responsive experience plus a seamless transition from desktop to mobile browsing. The site also enables Members to book directly to attend SSAA events. Departing from the old Adobe format, the new hub enables the user the ability to easily download documents, search the Manual of Advice & Procedures (MAP) by the most relevant topics and access the entire library of articles relating to the MAP. The SSAA is excited about the launch of the new site and hopes Members and visitors will be able to find the information they require with ease. Of course it doesn’t stop there as there will be ongoing improvements to the suite of Member benefits now that the new site is live. The new site also allows Members the convenience of updating their business and contact details, so make sure to have a look and correct any errors that you find. The SSAA strives to improve every aspect of its business and commitment to excellence to Members, and all feedback is welcome. The SSAA’s website will be updated with fresh new content on a regular basis, including up to date information about products and services. Visitors are able to explore the new site and sign up to the newsletter by visiting www.selfstorage.org.au l For more information, please contact admin@selfstorage.com.au

INSIDER 107 JUNE / JULY 2019

www.selfstorage.org.au

SSAA LOGO | 9

Benefits of using the SSAA logo

he Self Storage Association of Australasia provides members with numerous pieces of marketing collateral annually. The marketing material you receive: l Certificate l Window sticker l Email signature l SSSA logo for use on your business website As members it is important to display these on your website, on your email signatures and in your marketing material. The self storage industry relies on customers trust, trust that you will keep their belonging safe and confidence that your facility is safe and secure. By utilising the SSAA’s logo in your marketing it displays that you

are a member facility with the backing of the Association. Potential customers look for a mark of approval so they know they are not likely to be scammed or taken for a ride. Online reviews count but SSAA Membership counts for more. By displaying the SSAA logo you can also link it to the SSAA website so people can learn a little bit more about the industry, so they can feel confident in choosing you to store their belongings. This will also set you apart from your competitors who aren’t members or don’t display the logo. It is always good to point out that you are a member of the SSAA as a point of difference for your facility. l

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10 | INDUSTRY NEWS

New SSAA Membership Officer

SELF STORAGE GISBORNE NZ There is lots happening at the first self storage facility in the world to see the sun each day (Gisborne city is the most eastern city relative to the dateline, hence first city to see the sun.) Polly, the Facility Manager, has been with the company for five years. So in recognition for this outstanding service, the company sent Polly on a five day outward bound course for Women in Leadership, in the Malborough Sounds. Participants are physically and mentally challenged at this highly acclaimed Outward Bound centre, which provides participants with the opportunity to gain confidence in leadership positions, people management skills, team building, as well as meeting people from all walks of life. Polly finds managing a storage facility extremely rewarding, as a large percentage of customers arrive at the door in a highly stressed state due to various circumstances, from moving house, relationship break-ups, death of a loved one, lack of housing. So people are always extremely grateful for having someone listen to their problems with empathy, and then to be able to provide a solution without any fuss. The owners of the facility are extremely grateful to have someone like Polly who has a caring and empathetic approach to providing customers with a service second to none, while at the same time providing a professional approach to running the business. Gisborne is experiencing buoyant times with strong economic growth, and Self Storage Gisborne is looking forward to continuing expansion to cater for increasing demand for storage.

INSIDER 107 JUNE / JULY 2019

The SSAA is happy to announce the appointment of Vanaja Thomas to the team as Membership Officer. Vanaja is responsible for the development and implementation of a range of initiatives aimed to grow, retain and add value to the SSAA and its members. Vanaja has more than 10 years of membership experience and an extensive background working in a variety of not-for-profit and membership-based organisations where she has developed and implemented membership strategies, member benefits programs and ensured companies objectives aligned with members’ needs. She has previously worked with the Australian Institute of Company Directors, Franchise Council of Australia, Veterinary Practitioners Registration Board of Victoria and most recently at the Early Learning Association of Australia. Vanaja says she enjoys working with membership organisations as she likes to help members gain the most out of their membership. One satisfaction she gets, is seeing members collectively come together to support and address issues to improve their respective industry. Vanaja is working Wednesdays, Thursdays and Fridays and is thrilled to be part of the SSAA team. Though it is still early days she is enjoying meeting members and people in the industry and building relationships to promote engagement. Outside of work, she enjoys spending time with her two children, supporting her Melbourne footy team and being outdoors.

STORAGE FACILITY FIRE Just after 1am on 28 March, fire services were called to a building fire on Cross Street at the Rent a Space storage facility in Brookvale NSW. Four trucks arrived initially, with more being called as the scale of the fire was fully realised. Firefighters initially went inside the building and put out fires one at a time at each individual storage unit before the blaze eventually took hold and went through the roof, forcing crews to retreat outside at 6am. There were 550 occupied units on the site and the damage was across all buildings. The main building that had 290 storers has been severely damaged with the other four buildings suffering some damage due to smoke, ash and water. At the time of writing the investigation was still incomplete. Rent-a-Space has cooperated fully with the authorities and has remained in constant contact with all of its storers.

www.selfstorage.org.au

INDUSTRY NEWS | 11

A LIFE SAVED In March, National Mini Storage in NZ helped save a life. A neighbouring business had a medical emergency that required an Automated External Defibrillator (AED). They used the AED locations app/website and found there was an AED at our facility next door. They rushed over, borrowed the AED and saved the person’s life. “We are proud to have this essential lifesaving equipment available for use to the local community in every one of our 10 storage facilities.” A handy word of advice is to ensure you download the AED locations app in case you ever need to find an AED in an emergency.

Congratulations Jim & Barb of Jim’s Self Storage on receiving your awards and recognition from the South Melbourne Surf Life Saving Club for 30 Years Officiating Service. Jim and Barb Morgan are both Life Members of SMLSC, have previously held committee roles, competed and since hanging up their bathers, turned to officiating. Their officiating has taken them to many a location, from state, national and international events. Well done and congratulations.

Bangers to Bluff: No it’s not about sausages National Mini Storage in NZ was a proud sponsor of Team Mum ‘N Mia in the Bangers to Bluff fundraising car rally that travelled from Auckland to Bluff in April. Organised by the Rotary Club of Half Moon Bay, entrants buy a car for under $2000 and drive it from Auckland to Bluff. Principal causes are Multiple Sclerosis NZ and The Hopeworks Foundation. Entrants drive the length of New Zealand over 12 days via roads less travelled, raising funds for charity. For more info www.bangerstobluff.co.nz/

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12 | OUT AND ABOUT

OPEN DAY IN ADELAIDE The Adelaide ODay was held at the National Wine Centre of Adelaide. We had a good mix of members and nonmembers attend to hear presentations from our service members providing tips and updates on their products and services and how it can help their business. ODay includes a visit to a storage facility with a walk through of U-Store-It facility in Norwood. This provides insights for attendees on how to run a storage facility.

Sam Kennard, Kennards Self Storage with Liz & Colin Davies, Self Storage Australia.

This day was followed by a networking dinner in the city at a restaurant called Rigoniâ€™s Bistro attended by members. Tony Raunic of Hunt & Hunt Lawyers who made a short presentation at the start of the dinner about the new service offered to SSAA members on all facets of law relating to self storage business.

Craig Barker, Taurean Doors & Rob Smith, Lock Distributors.

Adelaide ODay, U-Store-It, Norwood.

Brenton Forrest, Mid Murray Storage is with Susan Phillips, SSAA.

David Braithwaite, Seaview Storage Solutions with guest.

INSIDER 107 JUNE / JULY 2019

Adelaide ODay tour of U-Store-It, Norwood.

www.selfstorage.org.au

OUT AND ABOUT | 13

OPEN DAY IN AUCKLAND Thursday 14th March saw a great roll up of members and potential members to the Open Day in Auckland with more than 50 delegates in attendance. The Open Days provide a great opportunity for the SSAA to engage with members whilst meeting other individuals who are interested in joining our Association. The highlight of the day was the tour of the awardwinning National Mini Storage facility in Newmarket hosted by Paul McFadzien and his team. The SSAA hosted a networking dinner at Da Sette Soldi on Thursday evening.

Martin Coote, Lock Distributors, Lynley Edwards, All Secure Self Storage and Elaine Coote, Lock Distributors.

Laura and Roger Hall, Rotorua Central Storage.

Ivor Morgan, Chairman with Brent and Karen McNicol, Smart

Storage.

Curt Dogger, R6 & Shilleena Harris, Karaka Storage.

Open Day Presentation.

SEE PAGE 21 FOR UPCOMING EVENTS Sonia Singh, Lenore Emirali, Paul McFadzien, Rose Beets and National Mini Storage Team.

www.selfstorage.org.au

Ryan Coom,

JUNE / JULY 2019 INSIDER 107

14 | OUTSIDE THE BOX

Aiming our. sights with. gun storage. By Wayne Birch, Operations Manager, Kennards Self Storage.

irearms licensing and permits differ depending on the state or territory of residence of the licenceholder. All firearms licensing in Australia is under the jurisdiction of the relevant state or territory Police, and these licensing agreements can vary. Recent gun crimes over the past 12 months have necessitated Kennards Self Storage to change gun room designs and implement new security features. With a continual need to be innovative with the gun storage product supplied to the storage industry, and with the added improvements in security features implemented during 2018 to minimise any risk of theft, recent changes to Gun Storage unit designs and layouts have further enhanced gun storers storage experiences. As set out in the Australian Firearms Act 1996 and revised in some states in 2008, there are specific government legislative storage requirements for the safekeeping of firearms and cartridge ammunition in gun compartments located in a storage facility. Additionally, there has been a renewed emphasis on specific gun storage requirements for Category A, B, C, D, H & R firearms and their storage.

WHAT ARE FIREARMS CATEGORIES? CATEGORY A: Air rifles, blank firearms at least 75 cm in length, a shotgun other than a pump action CATEGORY B: muzzle loading firearms, single shot, double barrel & repeating centre rifle CATEGORY C: Semi-automatic rim-fire rifle, a pump-action shotgun CATEGORY D: Self-loading centre-fire rifle CATEGORY H: Air pistol and blank firearm under 75 cm in length CATEGORY R: Machine gun or sub-machine gun fully automatic

INSIDER 107 JUNE / JULY 2019

GUN LOCKER CONSTRUCTION For all these firearm categories a storage locker must be of a rigid structure and made of either solid steel or solid timber. Rigid structure refers to the strength of the container and the use of reasonable force to the sides or top of the container should not result in deflections of any panel or the gun locker itself. Lockers are required to have continuous locker panels, for example, without venting/holes or perforation. The gun locker must be constructed of either steel (aluminium/alloys are not compliant) or can even be solid timber. It is interesting to note that certain species of timber or structural and marine ply are compliant. However, chipboard, particle board, MDF and plasterboard are not compliant to the Act. If the gun locker used for storing these firearms weighs less than 150kg, it must be securely fixed to the frame or floor of a permanent building. The locker itself must have a sturdy combination lock, keyed lock or keyed padlock. In all Australian states gun legislation is quite specific: l Any individual gun locker must be kept locked at all times other than for the time to remove/replace firearms l Firearms must be unloaded, and the bolt removed or action broken when stored in a storage centre. The bolt is a major component part and is subject to the same storage requirements as the firearm. It can be stored with the firearm. l Ammunition must be stored in a secure separate locker or compartment to the firearm. l A gun locker must have a sturdy combination lock, keyed lock or keyed padlock attachment.

www.selfstorage.org.au

OUTSIDE THE BOX | 15

do cut a delinquent lock, the police officer on-site will take immediate possession of the firearm. It is intriguing that legislation in Queensland requires gun storage operators to have a gun dealers or weapon dealers licence where there are more than 10 gun lockers located in a designated gun storage room. It also requires storage operators to communicate directly to police when a firearm is taken or returned at a storage site.

GUN LOCKER ROOM AND LOCKER SPECIFICATIONS

Due to the nature of the items in question (firearms), there are specific legal ramifications concerning firearm possession under the Firearms Act. Due to the nature of the items in question (firearms), there are specific legal ramifications concerning firearm possession under the Firearms Act. The fact is you cannot take possession (after cutting a lock) of a firearm under any circumstances without the presence of your local firearms officer or a local police officer. Under the Act, it is deemed to be a criminal offence to handle/take possession of any firearm without an independent or individual gun licence (which in the majority of cases self storage teams do not have). The seizure and handling of firearms while on-site or during transit of such items to your local police station is deemed illegal. As a consequence, it is clear that during any delinquency period and a customer’s padlock needs to be removed (after 43 days) for inventory purposes, you must first contact your local firearms officer or police station officer to be on-site during such procedures. Another concern is the safety of your team as any firearm would need to be cleared before removal to ensure that the firearm is not loaded. There is a duty of care for storage team members, therefore having an officer on-site during this process complies with safety standards. If you

www.selfstorage.org.au

The Kennards Gun cabinets are heavy gauged steel firearm lockers constructed and are specifically made to comply with the Australian Firearms Act. With designated Kennards Gun Storage Centre’s in Adelaide, Melbourne, Sydney and Newcastle, local State Divisional Firearm Officers (DFO) have passed, in accordance with the Act, each of the Kennards gun storage facilities and storage designs. This is an essential process in having a gun storage facility on-site. Recent improvements to construction have seen a greater emphasis on access security with the installation of new steel enforced entrance door designs. Each gun room has sensor activity monitoring, all carpeted to specific design standards, and controlled with back-to-base security monitoring for the gun room area only – an important security feature of any of the gun storage locations. The gun lockers are housed in a custom built cement block wall, floor and ceiling room separate to the rest of the general storage area. Legislative regulations govern that gun room walls must be solid enough to be a substantial physical barrier to entry points and that door locks fitted must reduce the possibility of a door being sprung from the jamb. Customer access is 24/7 via a designated ‘ PIN which allows for gun storers to only access the area. Each custom-built gun locker is constructed of a 12mm x 300mm PFC steel frame fixed by internal locker Dyna bolts to the concrete floor and walls. A 6mm checker plate base is then secured onto the floor within the frame itself. To avoid any tampering or security issues, MUX boxes are now located internally within the gun storage room, sensors operate lights to any specific time limit, internal & external individually alarmed entrance doors are monitored by camera security, and any power sockets and cabling are also housed internally. Confusing! Hopefully, the same goes for any illegal activity that may occur on-site. With these added improvements in gun storage structure and security features, this will now see any future gun storage expansions ‘Aiming our gun storage sights’ on being innovative and compliant for the gun self storage industry. l For New Zealand Gun Laws please keep up to date via this web site: https://www.police.govt.nz/sites/default/files/ publications/firearms-secure-storage-guidance.pdf If you are thinking about gun storage at your facility the SSAA recommends you check your local government and police legislation to ensure you are compliant.

JUNE / JULY 2019 INSIDER 107

16 | SSAA CONVENTION 2019

What’s your storer lifetime value? By Andy Pudmenzky, Big Budda Boom

f you spend an average of $200 acquiring a storer through various marketing channels, but they only rent a locker for a fortnight – was it really worth it? Understanding your Storer Lifetime Value (SLTV) is key to getting a grasp of the true cost of marketing for the channels in which you play. SLTV is just an acronym I invented last year, but it’s a paraphrase of a widely used acronym in marketing circles; CLTV, or Customer Lifetime Value. It’s a prediction of the net profit attributed to the entire future relationship with a customer. Discovering the value of this number in your storage operation goes a long way towards helping you understand if the scenario in my opening paragraph is indeed true. After all, if you don’t know how much the average storer is worth over their lifetime with your business, how can you honestly justify future marketing spend?

NEVER LET A LEAD COOL DOWN In nearly all cases, regardless of where it came from, a lead costs money. Be it a Facebook lead, someone who clicked on your Google Ad, or someone who got your letterbox drop – money was spent, so action leads quickly before they cool down and your competitors respond to them first. Throwing more money at marketing does work, but only up until a point, and usually, it’s when the spend exceeds the SLTV. As a facility manager or owner, it’s important to look at your marketing and advertising costs regularly. Not only to see which channels are performing the best so you can redirect future spend, but also so that you can make sure your business is actually growing at the rate you need (or want) it to, to keep investors/owners/ the bank happy.

INSIDER 107 JUNE / JULY 2019

UNDERSTANDING YOUR ACQUISITION BREAKDOWN Something that every facility manager and the owner should be able to do is calculate monthly marketing spend, as well as the average length of stay for your storers (there’s even a report in Storman’s range of self storage management software with this exact name). Drilling down further, it’s also a good idea to understand where people drop out of the marketing funnel, as it will let you see the cost breakdown of every impression > click > enquiry > storer, and highlight areas to focus on for improving your conversion rates. For example, let’s say our monthly marketing spend on online channels (social media advertising, Google Ads, etc.) is $1,000/month. When collecting the data and running the numbers, you may find that: l Your online ads get 1,000 monthly impressions (thus, it costs the business $1/impression) l …of these, only 100 click the link (therefore, it costs the business $10/ click) l …of these, only 20 make an enquiry (thus, it’s costing the business $50 per lead)

l …of those, two may go ahead and store with you (thus, it’s costing the business $500 per acquisition) By incorporating the data from your Storman Average Length of Stay report (which, by the way, you can also split out by unit types), you might find that the average storer only stays three months… in a $100 storage unit. In other words, you’re losing money. This is why SLTV is so important as a measurement of marketing success, and it should be one of many arrows in your marketing bow. Find out more: In my workshop at the SSAA Convention in Cairns this year, I’ll be covering this and many other storage marketing topics, including SEO, referral programs and video for self storage. I hope to see you there. l Andy Pudmenzky has been working in the self storage industry for more than 13 years and is the managing director of Big Budda Boom Pty Ltd, a self storage marketing company specialising in websites, advertising, photography & video production. Big Budda Boom currently works with self storage facilities right around Australia & New Zealand. Read more at bigbuddaboom.com.au

www.selfstorage.org.au

SSAA CONVENTION 2019 | 17

SSAA Convention 2019 Speaker Tony Raunic

he SSAA Convention 2019 in Cairns brings leading speakers and experts working together on ways to accelerate the self storage industry within the Australian and New Zealand market place. Meet the leaders of today and tomorrow who are attending and sharing their knowledge and insight needed to compete – and win – in an ever changing storage world. This year the SSAA welcomes Tony Raunic from Hunt & Hunt Lawyers as one of the speakers. At the convention he will reflect on seven months of experience by Hunt & Hunt Lawyers who are the SSAA’s Australia Legal Helpdesk lawyers. Tony will provide a snap shot of the more common issues brought to the legal helpdesk and cover off some of the more unusual scenarios brought by storage facilities to solve. Plus, he will provide some handy hints for storage facilities dealing with common legal issues. There will also be opportunities for questions.

Tony will provide a snap shot of the more common issues brought to the legal helpdesk and cover off some of the more unusual scenarios brought by storage facilities to solve. Tony’s background is in advising in local government, property and construction, wills and estates, and self storage. The greatest skill Tony offers his clients is his natural ability to present often complex commercial issues in an easy to understand manner. Just as importantly, he quickly grasps the essential details of an enterprise or document, unravelling them in simple and easy to comprehend terms. This is not surprising, given Tony’s diverse career history involving: 20 years’ experience in property and commercial law, which includes owning and operating successful legal and financial services businesses. He has coveted local government insight, serving as an elected councillor and Mayor for several terms. Tony’s approachable manner and friendly disposition has seen him develop a long-standing and loyal client base who seek his help with many issues, including statutory and local government authorities for advice on general property, commercial, environment, governance, probity and town planning matters. He has helped developers, vendors and purchasers regarding residential and commercial sales, leases, subdivisions and off-the-plan transactions. As well, Tony has assisted corporates and other entities successfully navigate their dealings with Commonwealth and state government departments, statutory authorities and local governments. l

www.selfstorage.org.au

JUNE / JULY 2019 INSIDER 107

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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)

PH: 1300 852 117 PH: 0800 002 587 AUSTRALIA

NEW ZEALAND

info@storagesecurity.com.au www.storagesecurity.com.au

Sentinel Australasia distributes to all of Australia, New Zealand, Indonesia and Asia. Installers and technicians in every state of Australia, NZ and throughout Asia.

SSAA CONVENTION 2019 | 19

SSAA Convention 2019 Special guest speaker Tony Nash

Booktopia Publisher Services (BPS). This division offers book distribution and wholesale services for local and international publishers in the Australian marketplace. This means bookstores and businesses need to buy those books from BPS directly if they want to on sell them to their customers. After being a finalist for 7 years Booktopia finally took out the top award as the 2018 NSW Business of the Year and Medium Sized Business Award at the Telstra Business Awards 2018. In July 2018 Booktopia also won Best Pureplay Online Retailer at the Online Retail Industry Awards and Tony was acknowledged with the Industry Recognition Award. l

At the SSAA Convention Tony will inspire you as he shares his insights into market growth.

ony is an Australian entrepreneur like no other, he started his first internet business in 1996, with a background in recruitment, programming, business development, selling, SEO and internet marketing, Tony has developed outstanding negotiation and leadership skills with a thorough understanding of sales, forecasting, bootstrapping, PR, empowerment and managing an executive team. In 2004 Tony founded Booktopia, an online bookstore, with an allocated budget of $10 a day. The company’s first book sold in three days. Fast track 10 years and Booktopia now sells one book every 10 seconds, with an annual turnover of $115 million a year. It was listed in BRW’s Fast 100 from 2009 to 2014, 2016 and 2017, and was voted Australia’s Favourite Bookshop by the Australian Booksellers Association. One of the defining aspects of the business is its philanthropic program. At the SSAA Convention Tony will inspire you as he shares his insights into market growth. Book shops were closing down on every High Street and he saw an opportunity, his business adapted, defied the odds and grew in what was perceived to be a dying market. So far Booktopia has donated $750K in books and cash to literacy based projects in Australia including indigenous literacy, writers’ festivals, readers’ conferences, library fundraising projects and book industry awards. 2014 saw Booktopia win the Telstra Medium Sized Business of the Year award for NSW and the Smart Company Community Award for its philanthropic program supporting literacy, writers’ festivals and readers’ conferences. Booktopia recently launched a business within its business called

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JUNE / JULY 2019 INSIDER 107

20 | RESEARCH

Leading the charge in cashless self storage

Numerous self storage facilities worldwide already benefit from convenient, safer, and faster ways to get paid by moving towards cashless payment options. By Storman Software.

ashless payments have become a priority for businesses that want to enjoy the benefits of an increasingly digital world. The risk of losing customers, because your company is not leveraging this technology is too significant to ignore. In this article, we investigate the numerous benefits of moving towards cashless payments and explain why you should be leveraging modern day payment technology within your facility.

WHAT ARE YOUR OPTIONS TO GO CASHLESS? In Australia and New Zealand, the cashless payment options for the self storage industry includes: l Payments from a credit card, online or through a recurring debit l BPAY (Australia only) – provides fast, secure and trusted bill payments l Payments from a bank account, through a recurring debit l Direct deposits from a storers bank account l Automatic Payment (New Zealand only)

WHY SHOULD YOUR FACILITY GO CASHLESS? Spend less time chasing arrears, more time on sales Rental fees in arrears are not only hemorrhaging your cash flow, but it also increases the time your staff spend chasing payments. By using “set and forget” electronic payments, such as Storman’s “Autopay”, that automatically debits your storers bank account or credit card, your storage facility will see a dramatic decrease in storers with arrears.

INSIDER 107 JUNE / JULY 2019

Which means your staff only chase failed payments, freeing up their time to focus on revenue-generating activities such as marketing and sales. Wouldn’t you prefer your staff to spend their time generating new business rather than chasing outstanding payments?

Boost your cash flow and be paid on time, every time. Keep your storers for longer by facilitating the convenience of paying their bills automatically without them having to think about it every month, giving less chance of them wondering “do I still want to store my goods?” A “set and forget” payment plan with Direct Debit helps with this, and increases the “on time” payment of rent dramatically. Alternatively, storers initiated payments such as BPAY and online card payments, allow your customers to pay you instantly, using their internet banking or a branded payment page, seamlessly integrated with your website.

Increase your asset value Did you know that valuers assign a higher value to your business when there is an efficient payment collection process in place? Fewer arrears, smoother processes and a lack of human intervention all contribute to increasing your main asset.

Reduce risk/fraud Electronic payments eliminates the risk of destruction of cash on premises in case of disaster or human intervention such as fraud or theft. With the aid of

www.selfstorage.org.au

Storman Payment Services reduced the time required to follow up by 50%. If customers have missed a payment, they can click straight from any Storman SMS.

SSAA 2019 EVENTS

SSAA CONVENTION 2019 27–29 August 2019 CAIRNS

Cameron Robertson - Super Easy Storage

Storman Software**, transactions are recorded automatically as soon as the electronic payment is made.

It’s convenient for your customers Today’s consumer expects facilities to make it easy and convenient for them. They expect to go online and transact with you and may use someone else if you cannot meet these requirements. In a tough competitive world, it pays to invest in better payment services. The future is cashless, so make the move now and explore the benefits of cashless operations. Your storers will love your business for offering them more options for payments. Facility managers and owners will love the cash flow benefits that on-time payments provide, plus happy storers means more repeat business, more referrals, better Google Reviews ...the list of benefits is as long as that roll of bubble wrap you have for sale in the box shop.

OPEN DAY 9 October 2019 WOLLONGONG

NETWORKING FUNCTION 12 November 2019 CHRISTCHURCH

NETWORKING FUNCTION 10 October 2019 SYDNEY

NETWORKING FUNCTION 14 November 2019 AUCKLAND

NETWORKING FUNCTION 24 October 2019 PERTH

NETWORKING FUNCTION 28 November 2019 MELBOURNE

It’s easy to set up Have all your payments managed by your software, handled and reconciled in one place – electronically. Storman software integrated with Ezidebit (Storman’s preferred payment provider) is a tried and tested example of a cashless setup that works optimally for storage facilities. With Storman’s integrated payments, everything is accounted for and recorded against the correct storer for you. Ezidebit’s secure PCI compliant* payments work for you 24/7 – even while you sleep. Take control of your storage payment collections with Storman Payment Services. With a straightforward integration, you get to say goodbye to overdue payments, data collection errors, and double-entry and data security concerns. Collect all your storage payments straight from Storman. l

*PCI Compliance - The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies and merchants that process, store or transmit credit card information meet minimum levels of data security and maintain a secure payment card environment.

SSAA Mousepads ORDER YOURS NOW

**Storman Software has been a leading software provider to the self storage industry for more than 25 years. Storman Payment Services, the 2017 SSAA innovation award winner, helps storage facilities easily move to a cashless payment system.

$12 plus postage and handling www.selfstorage.org.au

Email: admin@selfstorage.com.au

22 | URBIS STORAGE INDEX

Up, down, or indifferent? As uncertainty in the property market continues, where does self storage sit in the cycle? In recent months we have seen oversupply and ‘discounts’ amplified in the press. Is self storage caught in the current tidal wave? Or is it a case of being tarred with the same brush? Let’s explore the detail. Linda Sharkey is presenting at this year's SSAA Convention in Cairns. Linda is a Certified Practising Valuer, Chartered Valuation Surveyor and leader of the self storage team at Urbis. With 12 years’ experience, she has full geographical coverage in valuations and advisory across Australia and New Zealand. In addition to self storage, Linda is experienced in highest and best use analysis, feasibility testing, value capture and market trend studies.

Average Fee Year End Rate Growth 2009

1.62%

2010

3.95%

2011

2.47%

2012

0.99%

2013

1.76%

2014

4.15%

2015

0.87%

2016

3.65%

2017

2.71%

2018

1.78%

92.00%

88.25%

84.50%

80.75%

hrough the research that we undertake for two industry publications on market trends – the Urbis Storage Index (USI) and the Urbis Self Storage Supply Tracker – we monitor average storage fee rates, average occupancy levels and new supply.

AVERAGE STORAGE FEE RATE GROWTH The February 2019 release of the USI identified a slowing trend in average storage fee rate growth in most regions across Australia and New Zealand. The long term (10-year) average storage fee rate growth trend between 2009 and 2017 was 2.71%1, incorporating a low of 0.87% in 2015 following a high of 4.15% in 2014. The more recent result for 2018 indicates an increase of 1.78%, following growth of 3.65% in 2016 and 2.71% in 2017. When we examine this pattern year-on-year, it suggests that fee rate growth is in its own two to three-year growth cycle, as demonstrated in the table above. Assuming fee rate growth trends are in a soft-moderatestrong cycle, the trend would suggest a soft result in 2019 before returning to moderate growth thereafter. However, predicting future performance based on historic trends assumes market parameters remain consistent. This is not the case when increased supply is introduced.

INSIDER 107 JUNE / JULY 2019

NEW SUPPLY Preliminary results for the first half of 2019 suggests that there are currently 46 proposed self storage facilities in the pipeline across the monitored regions of Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast and Auckland. There have been at least 10 newly completed facilities in the monitored regions in the past six months, located in Adelaide (1), Auckland (1), Brisbane (3), Gold Coast (3), Perth (1) and Sydney (1). This follows the completion of 13 facilities in the six months prior – providing a total of 23 additional facilities to the market in the past 12 months. Looking forward in the short term, new supply releases are likely to slow but continue.

OCCUPANCY LEVELS Our research recognises the impact of increased supply on occupancy levels. The most resent USI publication suggests a decline in occupancy (by area) in most measured zones over the past 12 months, with only Brisbane and Auckland demonstrating modest increases in occupancy levels. The remaining zones demonstrated reductions in average occupancy levels of between -0.18% and -3.38%, as detailed in the following table:

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URBIS STORAGE INDEX | 23

Zone

December 2017 to December 2018 Occupancy Performance

Inner Sydney

-0.47%

Outer Sydney

-3.38%

Total Sydney

-1.75%

Inner Melbourne

-0.18%

Outer Melbourne

-2.54%

Total Melbourne

-1.52%

Inner Brisbane

-0.01%

Outer Brisbane

0.3t7%

Total Brisbane

0.16%

Perth

-2.46%

Auckland

0.21%

Occupancy levels fluctuate month-to-month and year-on-year. We gain a deeper understanding of occupancy performance when we examine average occupancy levels over a longer period. The below table demonstrates the average occupancy levels in the Inner Sydney, Outer Sydney, Inner Brisbane, Outer Brisbane and Auckland zones2 over the past 10 years, with the red trend line demonstrating the weighted average across the zones. While every zone has varying results each year, the above graph demonstrates a pattern of falling occupancy levels from peak levels of 2015/2016. This can be more clearly demonstrated in the below table, where most zones demonstrated average occupancy levels below their 10-year average in the most recent USI release. Only the Inner Melbourne and Auckland zones are tracking ahead of the 10-year average.

Zone

Ten Year Average

December 2018 Result

Inner Sydney

83.75%

82.31%

Outer Sydney

84.99%

82.40%

Inner Melbourne

86.33%

89.95%

Outer Melbourne

85.53%

84.02%

Inner Brisbane

84.67%

83.09%

Outer Brisbane

81.96%

81.94%

Auckland

86.92%

88.48%

Weighted Average

85.03%

84.61%

Nevertheless, the weighted average 10-year occupancy trend remains relatively consistent.

is revenue, which is largely determined by storage fee rate and occupancy. A fall in either can be subsidised by a greater rise in the other, which is the art of successful management. A downward trend in both fee rate and occupancy poses as a greater risk to the asset’s value. There is another dimension to revenue lurking in the background which can have an impact on the asset’s value – concessions. Concessions are credits issued to a customer and are generally designed to provide an incentive for customers to sign up to a new storage agreement such as ‘first month free’ or ‘50% off your second month’. Occupancy reports from management software report the ‘face’ fee rates and revenue being achieved. Concessions are reported separately. When we talk to market storage fee rates, we are talking to the ‘face’ fee rates, without any regard to such concessions. Similarly, when we discuss fee rate growth trends, we are tracking fee rates at ‘face-value’. The danger of reporting market performance on ‘face’ fee rates is that we are failing to reflect the somewhat hidden impact of concessions on net revenue, and in turn, on value. The widespread use of concessions is a relatively recent trend. Analysing data across a selection of portfolios, the average concession rate in 2017 was 2.17% in Australia and 0.82% in New Zealand. A noticeable increase was apparent in 2018, of 3.46% in Australia and 1.40% in New Zealand. This rise in concessions is posing as a bigger risk to value as it threatens real revenue growth, with the potential for reduced net revenue even with increased fee rates.

CONCLUSION Self storage is not immune to market cycles. Competition is increasing, although new supply which responds to demand continues to be absorbed. Fee rates are growing, albeit at slower rates, and occupancy levels are generally being maintained in terms of their 10-year average. We continue to see robust purchaser activity and strong interest. This is being generated from traditional operators seeking to expand their portfolio, together with interest from new participants including overseas interest. Increased market activity has brought the benefit of strong capitalisation rate compression in recent years. However, we are not expecting capitalisation rates to compress much further in the current cycle. We are of the view that value growth in the short term will be largely dependent on actual revenue growth. The most significant challenge to achieving actual revenue growth in real terms, is the rise in concessions. The impact of the increased use of concessions has largely gone unnoticed in terms of value due to stronger capitalisation rates, although the present and future markets will not be as forgiving. We are now starting to observe instances whereby reduced net revenue has offset the benefit of stronger capitalisation rates. The real question is, are concessions creating value or are they just a short-term occupancy fix? l

IMPACT ON VALUE So how do the recent trends of slowing fee rate growth and declining occupancy levels impact on the asset’s value? There are several factors influencing the going concern value of a self storage facility, however, the single most important factor

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1 Includes the East Coast city and Auckland regions only. The Perth region was introduced into our analysis in mid-2017, however Perth does not form part of our long-term analysis or average fee rate references. 2 Perth has not been included as the USI has only been tracking the Perth Zone since 2017.

JUNE / JULY 2019 INSIDER 107

24 |COVER COVERSTORY STORY

The only way is up Access Storage Centre – 2018 Winner Best Upgrade or Expansion.

eceiving the award for Best Upgrade or Expansion of the Year at the 2018 SSAA awards in Brisbane last year capped off an exciting two-year period for Access Storage business owners, David and Linda Gray. Adding another chapter to the inspiring story of their journey in the self storage industry that has also given them the opportunity to contribute to the local economy, community and environment. Access Storage is a family-owned and managed business operating in the Shoalhaven Region of the South Coast of New South Wales. The first three buildings were constructed in 2000 of (concrete tilt-up panel walls with colour bond steel roofing) and opened in 2001. Although a relatively new concept in the region at the time, the reaction by the public was extremely positive with occupancy increasing beyond early anticipated estimates. The Grays continued to grow the site over the next 15 years in line with the needs of the business, ending up at the end of 2015 with eight buildings containing 300 units that exhausted the available land on the site. To their surprise, occupancy continued to grow over 90% with

INSIDER 107 JUNE / JULY 2019

marketing mainly based on the positive word of mouth from customers. An opportunity arose in 2016 to purchase a 1,500 sq/m parcel of land adjacent to the site. With continued strong population growth in the region and Princes Highway upgrades south from Sydney, the decision was made to take on the largest single expansion of the business adding an additional 200 units bringing total availability to 500 units. The concept and layout of this new expansion was based on the Grays’ experience in the storage industry influenced heavily by the comments of their customers throughout the years. The expansion was to be completed as much as possible by local business and contractors keeping with the family’s philosophy of contributing to regional (and local) economies. Always buying local if possible and Australian-made always. The expansion was a combination of 1 x single storey building and 1 x multi-storey building. The single-storey building was easier being an identical design to the other eight existing buildings. The multi-storey building was, however, a little more challenging – converting an existing

The concept and layout of this new expansion was based on the Gray’s experience in the storage industry influenced heavily by the comments of their customers throughout the years. www.selfstorage.org.au

COVER STORY | 25

The site is also extensively landscaped with numerous garden beds planted throughout the facility creating a bit of an ‘Oasis’ in what is zoned a light industrial area. 1980’s metal-clad shed. It was completely stripped, purposely retaining the portal frame and concrete floor. From there it was reconstructed as a split level 2-storey building. Based on the perceived reluctance of customers to the concept of ‘upstairs’ storage, the emphasis was placed on providing seamless and simple access. The design and layout had to make people feel that they were not going to be inconvenienced by having units on another level. Rollers doors to extra wide hallways (2m+) and a centrally located Harwel goods/personnel lift to these split levels made access to units a solution to anticipated resistance. David commented on the result of the design, “The split level concept ended up working in our advantage. Having the lift centrally located broke down the floor space distance from the unit to lift and in some cases ended up meaning customers had fewer steps to their units than in some of our other ground floor locations.” This has been further endorsed by customers who have in some cases requested upstairs units because of the proximity and ease of access to their units. For David and Linda, minimising the footprint of the business and increasing environmental sustainability have also been an important part of the running of the business. The recent expansion also saw the opportunity to build on

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earlier efforts with the installation of an additional 10Kw solar system to the first 10Kw installed in 2007. At the same time investment was made in a 14Kw Tesla Powerwall II Battery. This, along with an improvement of lighting technology, saw an upgrade of lighting across the site to low energy LED lighting being installed in the new buildings and progressively upgraded on existing buildings. The cumulative effect of these has led to a near zero reliance on the electricity grid. Community engagement has also been a focus of the business. Access Storage supports many sporting and community groups throughout the area and is also an active contributor to a local scholarship fund supporting students of disadvantaged backgrounds. The site is also extensively landscaped with numerous garden beds planted throughout the facility creating a bit of an ‘Oasis’ in what is zoned a light industrial area. An ongoing focus of the landscaping includes the regeneration of a creek that forms one of the borders. Over many years noxious and introduced trees and weeds have been removed and replanted with natives. These plantings have helped to maintain the stabilisation of the creek bank reducing erosion. “We have noticed increased numbers of native animals from birds to water dragons, frogs and even the odd snake down through the creek, especially in recent years,” said Linda. It has now been 12 months since the new units have been available and feedback from the public has been extremely positive. What does the future look like for Access Storage? Well, there is one more block of land adjoining the property that might fit into their plans just fine. l

JUNE / JULY 2019 INSIDER 107

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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.

Strong business ethics and a distinctive personal approach has attributed to our continued success. you own or operate a Self Storage is important to have aarray comprehensive, individually Our If market leading Self Storage policyfacility, is justitone in our extensive of insurance offerings. tailored insurance policy that covers your total operation. As storage requirements differ from

If you own or to operate a Self facility, cover it is important to have aoffering comprehensive, individually customer customer, we Storage can also provide for your customers insurance on their tailored policy thatfacility. covers your total As storage requirements differ from own insurance goods stored in your Whether you operation. have a converted warehouse or a purpose-built customer customer, we can also provide cover for your customers offering insurance on their facility,towe can help you. own goods stored in your facility. Whether you have a converted warehouse or a purpose-built For all your Self Storage needs speak to one of our specialists, Gilda Mihran or

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PRINCIPAL PARTNERS SSAA | 27

Storco

torco Storage Systems has enjoyed a strong relationship with the SSAA and is proud to be a Principal Partner to support the Association that has helped it grow and prosper. Being a Principal Partner continues to be a great way to promote Storco’s world-class products and services. The SSAA’s other principal partners and service members are all able to offer industry leading products and services which have been developed specifically for the self storage industry. These all work towards one goal and that is to make the building and operating of self storage facilities profitable, easy and enjoyable. Storco is approaching its 40th year in business and as it looks back over the years it has noted that the SSAA is the single, most influential organisation that has helped the SelfStorage industry to grow, develop and mature during this time. These days self storage in Australia and New Zealand is a mature market, with a solid market penetration in all regions of the country and a number of large, well known national brands. Things were vastly different when Storco kicked off building self storage in 1980. Back then the industry was in its infancy and connecting with those wanting to enter the self storage market was virtually impossible. People were entering the industry from a multitude of different backgrounds and businesses. The internet didn’t exist, the SSAA didn’t exist. This meant most people building were just using local shed builders that were reinventing the wheel every time a new site was built. It was really the formation of the SSAA in 1990 that helped put all the pieces of this fragmented industry together and created the platform for the industry to prosper. Some of the benefits Storco has accessed from the SSAA include: l Connecting new entrants to the market with experienced people in the industry. l Help with the operational and administrative side of running a facility. l Setting up many best practice procedures and policies. l Connecting people across Australia and New Zealand. l Bringing like-minded people together to discuss the challenges and opportunities this industry presents and coming up with creative solutions. Storco (and other businesses that service the self storage industry) has found the SSAA an invaluable asset to connect investors and developers with the right people who specialise in all aspects of building and operating a self storage facility. This creates a win-win because those developing sites are working with industry experts and those organisations servicing the industry have to opportunity to connect with people in this industry throughout Australasia. Storco looks forward to continue supporting the SSAA and the self storage industry well into the future. l

www.selfstorage.org.au

JUNE / JULY 2019 INSIDER 107

Leading supplier of

GOODS HOISTS FOR SELF STORAGE

Call us today on

1800 244 787 Pleased to announce our Principal Partnership with Self-Storage Association of Australia

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COMMUNITY | 29

Does your business have a social media policy?

he growth of social media has been a whirlwind, and often businesses haven’t kept up with appropriate guidelines for the workplace. Most social media policies have been implemented for the workplace after an incident has happened. Sadly, a lot of these incidents have resulted in businesses being tarnished, and court cases have ensued. There are many examples of this online and how detrimental this can be for companies.

WHAT IS A SOCIAL MEDIA POLICY? “A social media policy is to set expectations for appropriate behaviour and ensure that an employee’s posts will not expose the company to legal problems or public embarrassment. Such policies include directives for when an employee should identify himself as a representative of the company on a social networking website, as well as rules for what types of information can be shared. Almost all social media policies include restrictions on disclosing confidential or proprietary business secrets or anything that could influence stock prices.” If you have a social media policy for your storage business, all employees should sign it and receive a copy for their records. It may (depending on how in-depth you wish for it to become) include comments/posts made on the company’s social media pages and on their own personal pages about the company, staff or competitors. This can still be applicable for a period of time after the staff member has left the company. There also needs to be a section on the ramifications of intentionally or inadvertently breaching this agreement, which could involve legal action. The policy should also include staff being off-site and out of business hours with their conduct on social media that:

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l Is likely to cause severe damage to the relationship between the employer and the employee; l Damages the employer’s interests; or l Is incompatible with the employee’s duties as an employee. As a business, you might not be happy with employees posting drunk party photos of staff from a trade show or convention, so this should be included within your policy. Be aware though businesses can’t impose policies around personal or political beliefs as these fall outside the workplace. A code of conduct for social media in your policy can also include the use of personal social media during work hours.

WHERE TO START? This will vary from business to business, but luckily there are many

A code of conduct for social media in your policy can also include the use of personal social media during work hours. templates online to help people compile a social media policy. Local state government websites also have them available for businesses, and you can mix and match to suit your requirements. It may also be beneficial to have an HR or legal company look over it beforehand to ensure you have covered all bases and include this as part of your employment contracts. In this day and age not having a social media policy can leave a business very vulnerable. l

JUNE / JULY 2019 INSIDER 107

30 | FOCUS ON

How has this changed since you started? When we started we were told 120 units would support our then population of 24,000. We have doubled that figure plus have three new competitors. People now know what self storage is and what we offer, there’s even TV shows about self storage now… who would have thought of that 24 years ago.

Q&A WITH Carolyn Provera FROM GRIFFITH SELF STORAGE

How long have you been in the industry? 24 years, we were the first purposebuilt facility in Griffith opening in 1995.

How and why did you start in self storage? My husband and his father had owned a vacant block of land on the edge of Griffith’s CBD for a number of years, that they had thought of building a large warehouse/packing shed on but it never eventuated. I convinced them that self storage could work. I then purchased the land from my father in-law and set out on building 18 6m x 3m storage units. Looking through the Yellow Pages to get ideas how to market my little business, I came across the Self-Storage Association. Making that phone call was the best thing I

Some people think self storage is easy, that you can slap up some sheds and they run themselves. It is a business and needs to be managed correctly to be successful. INSIDER 107 JUNE / JULY 2019

could have done. I spoke to the then secretary Barbara Hart who had lived in Griffith and knew exactly where we were intending to build. Barbara was so helpful and encouraging. She insisted we make the six hour drive to Sydney for the SSA Conference in Manly that year and we have been members of the SSAA ever since. I believe we would not have become the facility we are today without the help of Barbara Hart and the SSAA.

How big is your facility? We now have 265 units and increased our land size over the years.

What were some of the greatest difficulties to start? The greatest difficulties was dealing with council, surprise, surprise! For the first 18 units we built, council wanted a car park for each unit and a tree for every 3rd car space. Thanks to some photos I had taken on the facility tour while at the Manly convention I was able to explain how self storage works with numerous letters and meetings. Once they were built it was educating locals what self storage was and how it could benefit them.

How do you see the current growth of the industry in your area? Griffith has a population of 27,000. There are three other self storage operators now in the area and another being built. Griffith is a rural town our main industry is agriculture so as long as we have water, which is a big issue here at the moment, Griffith will continue to slowly grow.

What business improvements have you implemented over the last 12 months? New signage on our newly completed expansion on the corner of Bridge and Harris Road which now catches everyone’s eye driving past as well as increased lighting and security cameras.

Do you plan on expanding? We are planning to expand. Last year we purchased a 1200sqm neighbouring warehouse.

Have you been to many SSAA conventions? What benefits do you find you receive from them? I have been to quite a few over the years and the benefits are enormous. In the beginning it gave me goals and standards to aim for. Learning from market leaders whether it be in relation to security, the SSAA agreements (they are always changing), building, legal issues or technology. It gets me motivated to keep improving and get through another year.

What advice would you give someone looking to come into the self storage business? Funny! I had an old school friend ring just recently to pick my brains on self storage. They were looking at a small facility on the coast, thinking they could run it from their farm 700kms away. After a lengthy conversation and my friend saying “I didn’t think of that”, or “I didn’t know that” a number of the times, I suggested they buy residential units and enjoy their retirement when they visit the coast. Some people think self storage is easy, that you can slap up some sheds and they run themselves. It is a business and needs to be managed correctly to be successful. l

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wwwselfstorage.org.au/ssaa-convention-2019

contact marketing@selfstorage.com.au or call +61 3 94669699

32 | MEMBERS’ LEGAL FORUM Keith Edwards – Former Chairman SSAA

FAREWELL SIMONE Susan Phillips, CEO SSAA After more than two decades serving the SSAA and its members Simone Hill decided it was the right time for her to move onto the next chapter of her professional career. During her time, she saw members come and go. Simone held the position of Legal Counsel throughout this time and was the CEO from 2014 to 2016. She saw many changes and challenges. Some of Simone’s career highlights included the drafting of the first ever standard storage agreement and the Manual of Advice and Procedures (MAP). During this time with the SSAA these documents and others were continually being updated to reflect changes to legislation. Simone was also part of the SSAA’s successful fight against state-based Stamp Duty offices in the late 1990s, worked with the SSAA and Standards Australia to canvas how best to position the Association and its agreements; drafted storage agreements for use in Hong Kong and Singapore and the digitisation of the storage agreements and the MAP. A major achievement included the development and establishment of StorerCheck, writing the world’s first Master of Laws in Self Storage and conducting over 140 in-house legal training days for members. All the while she was providing legal advice to members which amounted to thousands of hours. In 2017 Simone was awarded Life Membership of the SSAA. Simone has made many lifelong friends in an industry that she feels very deeply about. I take this opportunity along with all the members (past and present) to express my gratitude for her dedicated service, advice and assistance. The SSAA wish her well in the next exciting chapter of her life.

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Keith first meet Simone as a newbie in the storage industry in August 1999 in Surfers Paradise in Queensland. This relationship evolved from many discussions and developed into a lasting friendship over the years, which included the time Keith was first elected on the Board in August 2012 through to his role as elected chair in August 2016 to his retirement in August 2018 Keith said, “That during her time at the SSAA Simone has shown dedication, strength and determination in working towards bettering the SSAA. It is not often you can say that any person has done so much, for so long, for so little” a quote from Winston Churchill which applies to Simone’s time at the SSAA. Simone’s knowledge of the legal aspects of the storage business has been instrumental in researching, updating, and implementing the legal policies and procedures ensuring that every Member has access to concise, accurate legal information when needed. “I always respected Simone’s thought process knowing that she had the storage industry as her first consideration.” Keith said. With Rennie Schaffer, Simone drove the early Association into a manageable organisation, with other like-minded members, creating the energy and momentum with commitment and passion. Simone has been central to many pivotal decisions in the history of the Association. She has been key in producing and keeping the Storage Agreements and Manual of Advice and Procedures updated. Keith would like to thank Simone for all of her contributions to the SSAA and wish her well for the future and looks forward to an ongoing friendship.

Guy Wilson – Fort Knox Self Storage – Former Chairman SSAA Over my time as SSAA Chairman from 2014-2016, I was lucky enough to work with Simone when she was SSAA CEO in 2015. Like many of us, I am very lucky to have Simone as a trusted friend and have no doubt that Simone will be missed by all that have worked with her over the years. Simone Hill has helped to form, build and create the Self Storage Association of Australasia (SSAA) that we all know and love today. Without the careful advice, support and dedication Simone has given our association over more than 20 years, we wouldn’t have the strong industry leading membership body that is an integral part of our companies. Simone is the only person in the world to have completed a PhD in Self Storage Law. Simone has dedicated her career to the SSAA and its members. Over this time so much has been achieved. Some highlights, and there are many, include the creation and management of our Standard Self Storage Agreement, Manual of Advice and Procedures (MAP), tailored individual advice regarding thousands of legal challenges we have all experienced over the years and an SSAA Life Membership award in 2017.

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MEMBERS’ LEGAL FORUM | 33

Rennie Schafer – Former CEO SSAA Rennie Schafer was CEO of the SSAA from March 2004 to May 2013. He has stayed in touch with Simone and she has spoken at the European conference that he organised twice and also meets up with her at other global SSAA events. Rennie’s memories of working with Simone: I have very fond memories of my time working with Simone at the SSAA her passion for the industry was unbounded and she really does know more about self storage law than anyone in the world. After all who else has done their Masters thesis on the subject. What really makes Simone special though is her ability to combine her intellectual knowledge on the subject with the ability to communicate this to people from all backgrounds and also consider the business implications of the law. Simone’s approach was always to explain to members the legal basis for her advice, in simple layman’s terms, and then implications if it goes wrong. The members could then decide what course of action to take in regard to their business risk. Needless to say, in the vast majority of cases it was to follow her advice. In some respects Simone saw the worst of the industry, she used to say in her training that no-one called her up to say it was a great day and nothing went wrong. It was always, this has happened how can you help. She also had to deal with those members that did not follow the industry advice and ended up in predicaments that could have been avoided. Despite this, she remained hugely passionate and positive about the industry. It was this passion that made her such a great conference speaker on what could have been a dry and boring subject. She always pulled a crowd when on the stage at a self storage conference, not just in Australia and NZ but also in Europe and Asia. Simone and I have remained friends since I left the SSAA and during that time I have come to see how passion is such an ingrained part of her character. She applies it equally to her family and all those that are close to her. She enjoys life, despite the challenges it throws at us, and gains pleasure in seeing those around her doing the same. I enjoyed debating topics with Simone, it was a real benefit to have someone like her on the payroll that you could bounce ideas off and debate their merits. She was certainly not afraid to put her position forward on a topic, but also listened to others opinions and was always looking for a workable solution. Simone used to say that being in the self storage industry was like being in the mafia, you never really get out of it. So I wonder now that she has left the SSAA, whether she will really be able to leave the “family” entirely.

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Gary Vick – Director, Guardian Storage I was Chairman on the SSAA Board from 2010 to 2014, however l first met Simone in 2002.. Needing some assistance with a technical problem relating to our new storage business I found Simone via the SSAA and she immediately engaged with me and our business. I believe Simone was doing her masters at that time and l was impressed how she was full of storage knowledge and I realised and appreciated then that she was a special person. My experiences with Simone then followed over the years like most members with occasional contact and face to face meetings at a conference. It wasn’t until 2009 when I joined the SSAA board I got to work very closely with Simone. We shared board-room and tea room chats. We also shared the occasional bar-room chats at SSAA dinners and the annual conferences. It was here that I saw Simone enjoy her role in the Association beyond the pure legal advisory mandate. Simone is a gregarious and welcoming person and she was always at pains to engage at all levels with all Members. As a high-level lawyer, she has a searing intellect and standing. But that didn’t affect her behaviours. She was at one with Members from all walks of life. Any one who has had dealings with Simone during her tenure can recount her virtues and her skill set. But my observations are around her personality within the SSAA and the Membership. Every one mattered to Simone. No problem was too small. Everyone had a story and deserved support – even those who sometimes took advantage! When a job needed doing Simone was there to roll up the sleeves. When a fun time was on offer Simone was there to share the good times. As a result she has created friendships that are lasting. Professional relationships come and go but Simone has embedded her self in friendships that last, based upon respect and trust, loyalty and authenticity. Her contribution to the existence of the SSAA is immeasurable. During my time on the Board Simone was: l Instigator of Storer check l Author of the Standard storage agreement and conditions l Legal counsel on member matters l Keynote speaker l CEO l Confidant and advisor I wish Simone all the best and look forward to an ongoing friendship and association. l

JUNE / JULY 2019 INSIDER 107

34 | PRINCIPAL PARTNERS SSAA

Universal Storage Containers

niversal Storage Containers, or USC as they are generally known, have been associated with the SSAA from the outset in Australia and value the relationship with the industry body for a number of reasons. The partnership provides unique access to approximately, 850 Members and prospective members through the programs developed by the SSAA and rolled out over the course of the year. These range from the annual convention and trade show to a number of very popular orientation events (ODays) as well as a series of additional social gatherings across the country where Members, Service Members (like USC) and potential new storage industry participants can connect in a very convivial and collegiate atmosphere. Regular advertising in Insider and on the SSAA website allows promotion of the business to almost 1500 sites and reinforce the USC brand in the region.

ABOUT UNIVERSAL STORAGE CONTAINERS USC have been supplying the Australasian market for more than 12 years and under Shay McQuade’s stewardship since 2013.

The business was founded in the US l Mobile Storage where the USC in 2000 and currently has more than storage units are delivered to a 125,000 units installed worldwide. While client’s premises, either home or there are some obscure applications work, packed by the client and either FLS2-Ithe w/vast R8majority Insulated (Smooth Interior) amongst that number storedWall on site at the clients’ property of our clients are in the storage industry. or retrieved and stored at a suitable The growing business in this region storage facility. l comes predominantly from: l Incremental Capacity where an existing facility requires more capacity and can install USC units to keep ahead of demand l New Storage Operators who can USC looks forward to continuing install USC units in small increments their SSAA Partnership and to seeing as they scale up their business current and new members at 2019 l Fit Outs of existing buildings which events, especially in Cairns in late August for the next convention. are being converted to storage

new standard storage agreement* now available! *only available to financial members

putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 email: printing@homesteadpress.com.au SSAA SERVICE MEMBER SINCE 1999

www.homesteadpress.com.au

WEBSITE COMPLIANCE | 35

Is your website compliant? Does your website comply with the Disability Discrimination Act and other laws?

ecently a SSAA Member asked this question of our legal department and it is worth sharing with all member for awareness. The act reads: If you have a web site or are building a website, web designers should be aware that providing access to the navigational features of web resources is not sufficient to make the resource fully accessible. The way in which web content is presented or published will also affect its accessibility. For example, material that is presented only in an image-based format such as GIF or TIF will not be accessible to some people with a disability, including people who are blind or have low vision and who therefore rely on braille, syntheticspeech, or screen-magnified output to read computer screens. The accessibility of documents published on the web is best achieved by following general principles of accessible document design from the earliest stages of authoring. It is generally more difficult and time-consuming to add accessibility features in the final stages of publishing. The accessibility of a document depends on a number of factors, and is not guaranteed merely by publishing it in a particular format. Factors that must be taken into account include: l The use of features that provide consistent information about the structure of the content (for example, the use of styles to indicate headings rather than manually changing the font attributes in a document); l The provision of text descriptions for all meaningful graphics, and l The avoidance of features that are known to be inaccessible (such as including scanned text images). Document authors and content managers should familiarise themselves with the Guidelines for Accessible E-text produced by the Round Table on Information Access for people with Print Disabilities Inc., available at www. printdisability.org

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These guidelines provide more detailed information about the principles that should be followed when designing accessible documents. The website states: Testing for accessibility should also be incorporated into all user testing regimes, and should never be seen as an isolated event that can occur after other testing has taken place. Designing for accessibility is thus as much a strategic issue as a purely technical one. The link mentions: l Current screen-reading software is not able to interpret information or links presented only in graphical or “image-only” format. l Content provided only in audio format will not be accessible to Deaf people or some people with hearing impairments unless a text alternative is provided. l Although users can determine many aspects of colour, size and print font of output for themselves, some approaches to text form or colour will render access difficult or impossible for users who have low vision (and in some cases for many other users also). Australia and New Zealand are both signatories to the Convention on the Rights of Persons with Disabilities. Article 21 of the Convention states: “all appropriate measures to ensure that persons with disabilities can exercise the right to freedom of expression and opinion, including the freedom to seek, receive and impart

information and ideas on an equal basis with others and through all forms of communication of their choice”…. Including: a) Providing information intended for the general public to persons with disabilities in accessible formats and technologies appropriate to different kinds of disabilities in a timely manner and without additional cost; b) Accepting and facilitating the use of sign languages, Braille, augmentative and alternative communication, and all other accessible means, modes and formats of communication of their choice by persons with disability in official interactions; c) Urging private entities that provide services to the general public, including through the internet, to provide information and services in accessible and usable formats for persons with disabilities; etc. l For further information, please refer to the Australian Disability Discrimination Act Advisory Notes ver 4.1 (2014) at the website below: https://www.humanrights.gov.au/ world-wide-web-access-disabilitydiscrimination-act-advisory-notesver-41-2014 There are updated New Zealand web standards which come into effect in July: https://www.digital.govt.nz/ standards-and-guidance/ nz-government-web-standards/newweb-standards-for-july-2019/

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36 | NZ CONSUMER LAW

10 things to think about

ost SSAA New Zealand members know (or should know!) about the Fair Trading Act 1986 (FTA) and the Consumer Guarantees Act 1993 (CGA) – essentially they impose loads of obligations on people who are “in trade”. In case your memory is a bit hazy, we have summarised 10 key points you need to know about these consumer laws.

MISLEADING AND DECEPTIVE CONDUCT

A key provision of the FTA says that businesses cannot engage in misleading or deceptive conduct. We have created a handy flow chart (www.jacksonrussell.co.nz/ PUBLICATIONS) which you can use to check for misleading behaviour. However, ultimately the requirement not to be tricky isn’t itself tricky. If you say something that isn’t true – or is only partly true and doesn’t paint the whole picture for consumers – chances are you will breach the FTA.

SALES AND DISCOUNTS

Kiwis love a bargain but businesses must be very careful to get their advertising and marketing in this area right. When advertising a discount, make sure the “usual price” you say is being discounted did in fact apply before the promotion started and it isn’t out of date. There are no hard and fast rules about what a “usual price” is but it is generally the price that something is usually sold, or the price that was offered before it was marked down. A usual price will generally become out of date when it has not been charged for a reasonable period of time.

FREEBIES

Who doesn’t like a freebie every now and then? Surprise surprise, there are rules around offering freebies to customers too! Businesses offering a “gift with purchase” cannot try to claw back the cost of the gift by increasing the selling price of the purchased item.

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Similarly, never replace a freebie with a discount for those who don’t want the freebie – this shows the cost of the freebie is actually built into the price.

SUBSTANTIATION

Speaking of evidence, don't talk the talk if you can't first walk the walk. Before you make a claim about a good or service, you must have reasonable grounds for believing the claim is true. Any claim must be supported by appropriate facts, figures and credible sources of information. Claims made on the back of guesses or unsupported opinions will not cut it!

FINE PRINT

Fine print (yawn)… who reads that stuff anyway? Certainly not the average consumer. For just that reason, fine print cannot be used to hide any important information that would change the impression made by the advertising or would be crucial to a person’s decision to buy a good or service. People make decisions based on their first impression – that is why any important information needs to be presented as clearly as possible, at the forefront of any advertising.

CONSUMER GUARANTEES

STANDARD FORM CONTRACTS

The CGA gives consumers certain rights if they experience a problem with a product or service. These include the right to obtain repairs, replacements or refunds if goods are faulty. Businesses need to fully understand their CGA obligations to consumers – and not mislead consumers about their rights.

Your storage agreements are “standard form consumer contracts” under consumer law so you need to ensure they do not contain any “unfair contract terms” (see our earlier www. jacksonrussell.co.nz/PUBLICATIONS which explains what these are). This is a bigger risk for you if you are not using

the SSAA’s latest storage agreements. It is important that the latest SSAA storage agreements are used instead of old versions as they have been amended to reduce the risk of including “unfair”terms.

CONTRACTING OUT WITH BUSINESS STORERS

YOU CAN'T AVOID THIS FOR CONSUMERS…

You may contract out of the CGA for your agreements with business storers. The SSAA’s standard storage agreements include a clause contracting out of the CGA.

Also, don’t think you can avoid your obligations under consumer laws by “contracting out” of them (or, in other words, agreeing with consumers that these laws do not apply). The FTA and CGA state that these Acts will apply, and this overrides any agreement you make with consumers to the contrary. You will also get in trouble if you try to contract out as it is against the law.

PENALTIES

If the first nine points didn’t spur you into action to check your advertising and consumer contracts for compliance, we’re sure the prospect of the possible penalties will! If you breach the FTA you could face fines of up to $200,000 as an individual and up to $600,000 as a company, making these very costly mistakes to make. That’s in addition to the reputational damage that businesses can suffer from a Commerce Commission prosecution – or the media getting wind of consumers being treated badly. l

Disclaimer: The information contained in this note is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. By Jackson Russell - Business Law Team New Zealand.

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HUMAN RESOURCES | 37

People Power!

n 21 February, HR Central CEO Damien Gooden, presented at a SSAA Training Day on HighPerformance Teams. Here are some of Damien’s practical hints and tips towards driving high-performance teams.

A GREAT PERSON COMES FROM A GREAT RECRUITMENT PROCESS Where do you advertise?How do you short-list? Will they fill that gap that you are looking for? Too often we recruit like-minded and same-same, but they are not always a great business fit if you look at your business as a whole. And most importantly, what are your non-negotiables? (and hold on to them at all costs).

TIP: Sometimes you need different

view points, different methodologies to reach your business goals. Ask what are you actually looking for? What do you actually need? (Be honest, because if you are not, at this point, you are not going to find that great hire).

INDUCTION PROCESS Did you know that one in five hires leave after 45 days in a new job? However, did you know that 69% of employees are likely to stay for three or more years if they go through a structured onboarding process? A simple solution that dramatically changes the turnaround. A good induction process has several stages to it. It doesn’t just start on day one for a week….it includes pre-commencement, first week, and first month.

TIP: Get your new inductee

sorted with a buddy from the first day. That buddy can show them around, introduce them to the team, take them for coffee, show them the neighbourhood. This way they will already feel ‘in the know’ and have an opportunity to bond with a colleague and feel welcomed.

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PROBATION

TO CONCLUDE

Such a bad word, but such an important phase in the employee lifecycle.This period is crucial to ensure you have hired right. Set clear guidelines, observe work patterns and hold back from making promises you may regret. Keep notes, make regular meetings, have well documented communications so if you feel you do need to say goodbye it has been done in the best possible way. Let’s face it – interviews are really only face value, you need someone actually working in your business before you can tell if they are the right fit or not.

All of the above means nothing if you don’t have a solid baseline. Clear and concise policies, position descriptions, contracts, plus correct and accurate pay rates and entitlements, will ensure compliance and set each employee up correctly from the get-go. It will make it easier to follow the above guidelines resulting in a well-oiled machine and you can get on with your core business! l

MILLENNIALS They just keep comin’! 50% of the workforce will be millennials by 2025 (people born between 1980 and you know, whatever!) Business owners and managers need to know how to manage an age-blended workforce, keeping in mind that the majority of workers will be millennials. So, who are they and how should I work with them? (If you are not one your self….) A PwC survey found that millennials are more interested in career development than bonuses…really? Really. They want purpose, success, career paths and as a result you have to get on board. Managing your talent, having goals in place make for a happier and more productive workforce. Consider training and coaching to bring out the best in your team and to help them feel a sense of moving ahead. These millennials don’t sit still for too long…

TIP: Keep in mind here is flexibility.

Flexible working conditions are a real player in today’s workforce. Working different hours, working from home and understanding work/ life balance (allowing time off to see a child’s concert, sports etc), if your working environment allows it – use it!

With 20 years’ experience in small business, Damien oversees a team of IT Developers and HR Specialists who provide cloudbased software and HR advice to businesses all around Australia. His goal is to ensure compliancy by providing easy to use and effective HR solutions for any business, that won’t break the bank. Damien says one of the best things about his job is getting out amongst it and hearing different people’s stories. He enjoys the fact that HR Central can support a business to grow and flourish by building positive and cohesive teams. Damien holds qualifications in Human Resources and Information Technology (Business Systems). If you have any questions around any of these key elements to ensuring you get the best people working for your business, free-call the SSAA Helpdesk.

Advice. Awareness. Connect. Collaborate.

HR HELPDESK 1300 01 SSAA / 1300 017 722

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38 | MEMBERS’ LEGAL FORUM

What is ‘self storage’? By Simone Hill, SSAA’s former Legal Advisor Additional NZ comments by Claire Godber, Senior Associate, Jackson Russell Lawyers

elf Storage is a strange legal beast. It’s not a bailment. It’s not warehousing. I argue it is a licensed use of space. When it comes to establishing a consistent legal classification of the industry, self storage slips through the cracks of legislative or common law definition and this remains a major challenge for our industry. Those of us in the industry know what we do in self storage, and why it is not the same as traditional warehousing, but most legislators, the judiciary and ‘outside lawyers’ want to lump us in with traditional leasing or the long established warehousing industry. This causes flow on problems for us across a huge range of issues. Some are perhaps obvious – such as whether or not our right to sell up a defaulting storer falls within Uncollected or Warehousing legislation; who has the insurable interest in stored goods; and who has liability for loss of goods – but many are more opaque, such as whether or when we perfect possession of stored goods under the Personal Properties Securities Act; or whether we are responsible under Privacy and other laws for secure destruction (or lengthy ongoing storage) of medical files left behind by a defaulting storer. These issues will not be definitively settled until there is either a legislative definition of self storage included in warehousing and/or uncollected goods legislation, or industry specific self storage legislation is drafted OR via a precedent setting judicial decision which clearly defines self storage.

When it comes to establishing a consistent legal classification of the industry, self storage slips through the cracks of legislative or common law definition and this remains a major challenge for our industry. ONLINE SIGN UP In this day and age it is ludicrous that the majority of storage agreements are still formed by way of paper contracts. Although there are many issues with regards to identifying the person who is storing and potential Competition and Consumer Act breaches (see below) when dealing with non-present potential storers (i.e. not actually in the facility) we must as an industry seek to establish safe online sign up processes. As stated above, issues for online sign up – particularly when the Storer is not present at the facility – include

INSIDER 107 JUNE / JULY 2019

ensuring we clearly identify our storer. This is an issue for our industry for a number of reasons. Obviously, we want to know who our storer is for the purposes of ensuring we can bill them, enforce our contract against them and so forth, but more importantly we want to ensure we are not leaving our facility open to illegal activity – like drug manufacturing, storage of stolen goods etc – or risking the dumping of expensive-to-get-rid-of-items like mattresses, tyres, chemicals and items that require secure destruction, like medical and accounting files. There are many products and services we could be exploring to make this aspect of our businesses more ‘modern’ and customer friendly.

WHAT ARE WE PROVIDING? WHEN MIGHT WE BREACH LEGISLATIVE ‘GUARANTEES’? In accordance with Australian Competition and Consumer Laws, goods and services are provided with a number of guarantees. Of most relevance to our industry is that goods and services must be fit for the purpose you hold them out to be fit for OR that they are fit for any purpose the consumer made known to you before supply. The position under New Zealand Consumer Laws is very similar, the main difference is that services need to be reasonably fit for any particular purpose, and of such a nature and quality that it can reasonably be expected to achieve any particular result, that the consumer made known to you before or at the time of supply. Further, in Australia and New Zealand, services must be provided with reasonable care and skill. In Australia this extends to the supplier taking all necessary steps to avoid loss or damage. This means, at a minimum, it is likely that a ‘space’ provided to a storer for storage must be secure and usually weatherproof (but even these are dependent on the type of ‘space’ – see below). But establishing the parameters of ‘purpose’ in the context of self storage is tricky. We are seeing an increasing trend with storers trying to make claims against Facilities that the space and service were not ‘fit for purpose’ when stored items are discovered to be ‘dusty’, or when plastic items (like kettles, inflatable beach toys and electrical cords) perish after years of storage in non-climate controlled spaces. When a Storer advises a facility that they will be storing for many years – for example, when they are relocating overseas for a lengthy period – do we have a duty to provide a space that has a stable, cooler temperature? Or what about when storing items like art? Or perishables? Do we have a duty here? Much of the confusion arises because the industry is still relatively young and the general public have limited

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MEMBERS’ LEGAL FORUM | 39

Most importantly, storers need to be provided with the opportunity to look at the actual space they will be renting, or better still, be shown several spaces from which the Storer can select the space that best suits their needs. understanding about the different standards and quality within the industry. Most storers may not know that ‘spaces’ can be everything from a leaky shipping container to a climate controlled room – and everything in between. To protect themselves facilities should be educating storers about the differences in their space offering. Outdoor cages or any other space that is ‘use specific’ should have their limitations clearly pointed out (only suitable for securing outdoor furniture or machinery, for example). Where a facility has some alarmed and some non-alarmed units, the differences should be clearly made to the storer. Most importantly, storers need to be provided with the opportunity to look at the actual space they will be renting, or better still, be shown several spaces from which the

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Storer can select the space that best suits their needs. Although it is for the storer to determine whether the level of security, exposure to the weather, location of the space within the facility etc is suitable for their needs, it is up to the Facility to manage expectations and clearly define what product or service is actually being offered. Self storage is not, for example, usually suitable for high value or climate sensitive items, like art, wine, jewellery, cash or collectable. But can a first time Storer be reasonably expected to know this? Facilities must really work at ensuring storers understand that the ‘product’ of self storage is a lockable space and engage in vigorously educating the Storer as to what your facility can (and can’t) offer. l

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

40 | TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF-STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: +61 7 5492 3242 E: evan@alarmquip.com.au www.alarmquip.com.au –––––– PTI Australasia Pty Ltd Ben Parsad T: +61 7 3216 5524 E: sales@ptiaustralasia.com www.pti.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccessw.com.au –––––– Sentinel Australasia Jason Keane T: +61 3 9988 2035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES VISY BOXES & MORE T: +61 3 9554 5600 E: vbm_vic@visy.com.au visyboxesandmore.com.au Branches across Australia and New Zealand Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au –––––– Harzed Finance Pty Ltd Zoran Malesevic T: +61 419 442 555 E: zoran@harzedfinance.com.au www.harzedfinance.com.au –––––– Homestead Press Joe Barbaro T: +61 2 6299 4500 E: printing@homesteadpress.com.au –––––– iBidOnStorage iBidOnStorage T: +61 2 4302 0605 E: info@ibidon.com.au –––––– Jetta Excess Baggage Pty Ltd Lyle Honess T: 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

INSIDER 107 JUNE / JULY 2019

Pros On Print Pty Ltd Garth Bannister T: +61 7 3148 2241 E: sales@prosonprint.com www.prosonprint.com.au –––––– Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au B & D Australia James Tyson T: +61 7 3883 0248 M: +61 417 702 636 E: james.tyson@bnd.com.au www.bnd.com.au –––––– Bridgmond Projects Pty Ltd Mark Venz T: +61 438 072 659 E: info@bridgmond.com.au www.bridgmond.com.au –––––– Centurion Garage Doors Pty Ltd Tony Cocco T: +61 7 3441 4999 E: tcocco@cgdoors.com.au www.cgdoors.com.au –––––– Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au www.corporateconstruction.com.au –––––– G&M Stor-More Michael Watson T: +61 2 4733 5048 E: michael@gmstormore.com.au www.gmstormore.com.au –––––– Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Kiwimark Construction Ltd T: +64 7 576 5494 T: +64 7 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz –––––– RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au –––––– Steel Storage Group T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au

Taurean Door Systems Adrian Valente National Sales Manager T: +61 3 9721 8366 E: Adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor, Director T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

HR SERVICES Aurion Solutions Liz Brooke T: +61 439 004 406 E: liz@aurionsolutions.com.au W: www.aurionsolutions.com –––––– HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com www.aon.co.nz –––––– GSA Insurance Brokers Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au –––––– Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS David Head T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au

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TRADE DIRECTORY | 41 Orbitz Elevators Pty Ltd Jonathan Dwayre T: 1300 851 554 E: info@orbitzelevators.com.au www.orbitzelevators.com.au –––––– Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au

REAL ESTATE & VALUERS Box Commercial Estate Agents Robert Stanley-Turner T: +61 3 9410 0388 E: rob@boxcom.com.au www.boxcom.com.au –––––– Colliers International Holdings (Aust) Ltd Dylan Adams T: +61 2 9257 0222 E: dylan.adams@colliers.com www.colliers.com.au –––––– Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Landmark White Pty Ltd Paul Robbins T: +61 7 3226 0000 E: paul.robbins@lmw.com.au –––––– m3property Strategists Jeremy Hoffman T: +61 7 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: +61 7 3620 7901 E: ross.perkins@m3property.com.au –––––– Urbis David Blackwell M: +61 409 771 310 E: dblackwell@urbis.com.au Linda Sharkey M: +61 410 902 116 E: lsharkey@urbis.com.au

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SOFTWARE SOLUTIONS EZIDEBIT T: +61 7 3124 5500 E: sales@ezidebit.com.au www.ezidebit.com STORMAN AUSTRALIA Andy Pudmenzky T: +61 7 3319 1522 E: sales@storman.com www.storman.com STORMAN NEW ZEALAND Andy Pudmenzky T: +64 9 280 3393 E: sales@storman.com www.storman.com Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au –––––– Prodigitas IT Services Kaustubh Deshmukh T: +91 9764 009 848 E: kaustubh.deshmukh@prodigitas.com www.prodigitas.com –––––– Sitelink Michael Dogger, General Manager T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– BOS NZ Limited Justin Dempsey Palm Beach, Papamoa, 3151 New Zealand T: +64 0 800 226 769 E: info@bosnz.co.nz –––––– Havener Enterprises Alan White T: +1 815 935 8383 E: alan@havenerent.com www.portablestoragebox.com –––––– Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmensky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au –––––– R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

Code of Ethics The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professional excellence for the ultimate benefit of all members and customers. 1. As a SSAA member, you are required to follow the Code. 2. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site. 3. Members will treat all employees, customers and visitors to the site with respect. 4. Members will promote the positive image of the industry through ethical and honest advertising and business practices. 5. Members will undertake to report any suspected criminal activities to the relevant authorities. 6. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business. 7. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement. 8. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices. 9. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

JUNE / JULY 2019 INSIDER 107

42 | NEW MEMBERS PROVISIONAL MEMBERS John Khamtanh Gameology 10-12 Eileen Road Clayton South 3169 VIC T: +61 402 675 878 E: jkhamtanh@gmail.com –––––– Mark Naughton The Storage Box Echuca 26 Wilkinson Drive Echuca 3564 VIC T: +61 418 505 753 E: marknaughton@bigpond.com –––––– Robert Stevens Stevens Brothers P/L 5-7 Fossilwood Court Buderim 4556 QLD T: +61 416 105 299 E: admin@stevebros.com

FACILITY MEMBERS Beachlands Self Storage 51-55 Third View Avenue Beachlands 2018 Auckland, New Zealand T: +64 2 185 8577 E: ian.storage@outlook.com –––––– Dandenong Storage Factory 4, 18 Luisa Avenue Dandenong South 3175 VIC T: +61 490 947 372 E: kane@savage.com.au –––––– First National Real Estate Mackay, Sarina & Nebo 34 Broad Street Sarina 4737 QLD T: +61 7 4943 1616 E: admin@fnrealty.com.au –––––– Gawler Self Storage 15 Paxton Street Willaston 5118 SA T: +61 404 885 554 E: gawlerselfstore@internode.on.net –––––– HBP & Storage 29 Cemetery Road Helensburgh 2508 NSW T: +61 2 4294 1197 E: christie@aocontracting.com.au –––––– Hervey Bay Self Storage 30-40 Navelina Court Dundowran 4655 QLD T: +61 7 4194 2934 E: michael@istorestorage.com.au –––––– Hogbin Drive Self Storage 631 Hogbin Drive Toormina 2452 NSW T: +61 2 6658 9697 E: hdss@storagetoormina.com.au –––––– Invermay Self Storage Solutions 7 Venture Court Invermay 7245 TAS T: +61 408 577 170 E: lynne@invermayselfstoragesolutions.com.au

INSIDER 107 JUNE / JULY 2019

Karaka Storage Company Ltd 281 Linwood Road Karaka 2580 Auckland, New Zealand T: +64 2 173 7600 E: storeit@karakastorage.kiwi –––––– PKG Storage Pty Ltd 1A Sigma Drive Croydon South 3136 VIC T: +61 3 9808 1149 E: info@pkgstorage.com.au –––––– Rotorua Central Storage 12-16 White Street Fenton Park 3010 Rotorua New Zealand T: +64 7 347 3049 E: info@rotoruacentralstorage.co.nz –––––– Seaview Storage Solutions 109-121 Learmonth Street Portland 3305 VIC T: +61 418 832 977 E: enquiries@jdtrading.com.au –––––– Sisac Storage 34 Anvil Road Silverdale 0932 Auckland, New Zealand T: +64 9 427 8332 E: colin@sisac.co.nz –––––– Smart Storage Otanga Street Dannevirke 4930 Manawatu, New Zealand T: +64 27 242 0016 E: kmcnicol@xtra.co.nz –––––– Storage King Salamander Bay 342 Soldiers Point Road Salamander Bay 2317 NSW T: +61 408 180 367 E: accounts@portstephensremovals.com.au –––––– Storage on Maui 157 Maui Street Pukete 3200 Hamilton, New Zealand T: +64 7 849 2922 E: hello@storageonmaui.co.nz –––––– Storage Room Ltd 43-45 Nathan Terrace Shannon 4821 Manawatu New Zealand T: +64 2 1057 3345 E: deannapaton@yahoo.com.au –––––– The Storage Place 28 Evans Street Woodside 5242 SA T: +61 484 888 666 E: info@thestorageplace.com.au –––––– Trade Space 24 Seven 62 Randolph Street Rocklea 4106 QLD T: +61 419 788 177 E: orfelia@tradespace247.com.au

SERVICE MEMBERS Big Budda Boom Pty Ltd GPO Box 1491 Brisbane 4001 QLD T: 1300 660 937 E: info@bigbuddaboom.com.au

ADDITIONAL FACILITIES Enterprise Storage Complex 213 Mann Street Armidale 2350 NSW T: +61 2 6772 4411 E: stephen.ramage@raywhite.com –––––– National Storage Frances Bay 3/5 Fishermans Place Darwin 800 NT T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– Newcastle Moving and Storage 3 David Drive Salt Ash 2318 NSW T: +61 2 4982 6694 E: info@newcastlemoving.com.au –––––– Port Stephens Removals Pty Ltd 3 David Drive Salt Ash 2318 NSW T: +61 2 4982 6694 E: info@portstephensremovals.com.au –––––– Sarina Self Storage 4 Brooks Road West Sarina 4737 QLD T: +61 7 4943 1616 E: admin@fnrealty.com.au –––––– Storage King Berkeley Vale 4 Apprentice Drive Berkeley Vale 2261 NSW T: +61 2 4389 1491 E: berkeleyvale@storageking.com.au –––––– Storage King Craigieburn 10 Export Road Craigieburn 3064 VIC T: +61 3 9303 4900 E: craigieburn@storageking.com.au –––––– Storage King Hamilton South 15 Sharpe Road Tamahere 3282 New Zealand T: +64 7 808 2208 E: hamiltonsouth@storageking.com.au –––––– Storage King Pokeno 32 Gateway Park Drive Pokeno 2471 Waikato, New Zealand T: +64 9 600 9020 E: pokeno@storageking.co.nz –––––– Storage King Seaford 535-541 Main South Road Old Noarlunga 5168 SA T: +61 8 8470 2722 E: seaford@storageking.com.au

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Contact STORCO to discuss your storage requirements P 02 6391 2800 E sales@storco.com.au