Edition 114 - August / September 2020

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

114

AUGUST / SEPTEMBER 2020

Up close and personal with

JIM MILLER

The original SSAA Foundation Member

2020 UPDATED AGREEMENTS Updated Customer Storage Agreements

INDUSTRIAL MANSLAUGHTER LAW What you need to know

ISSUES IMPACTING SUPERANNUATION Impacts of taking your Super early

SSAA’S CRITICAL ROLE How the SSAA helped members during the COVID-19 crisis

I NDUST RY NEWS | COM M UNICATIONS | HU MAN R ESOU RC ES | O H&S | TRADE DIRECTORY

CONTENTS | 03

SSAA BOARD OF DIRECTORS Chairman – Ivor Morgan Jim’s Self Storage, Victoria Michael Alafaci – Deputy Chair Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand

Ned Coten City West Storage, Victoria Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia

20

10

Martin Coote Lock Distributors, New South Wales

32

8 SSAA MEMBER BENEFITS Mystery Shopping

12 LEGAL

2020 Updated Agreements

David Daddow Able Self Storage, South Australia

16 30 YEAR PROFILE

Andrew Eastwood U-Store-It, South Australia

18 OH&S

Jim Miller

Industrial Manslaughter Law

20 PLANNING

LIFETIME MEMBERS Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard

Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

SSAA STAFF Susan Phillips CEO Sandra Evans Office Manager Vanaja Thomas Membership Andrea Bowman Paralegal Bryan Furtado Marketing & Events Melinda Wyper Accounts Michelle Stokes Reception/Administration

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

www.selfstorage.org.au

8 Post Covid-19 tips for success

24 SSAA PRINCIPAL PARTNER – STORCO 29 SSAA MEMBERSHIP REGULARS 4 Chairman’s Report 6 CEO’s Report 10 Industry News 22 OH&S 26 PR – Communicating

with Customers 36 HR Help Desk –

Redundancy 101 37 Service Member Profiles 40 Trade Directory 42 New Members

How the SSAA have helped members during the COVID-19 crisis

30 STATE OF THE INDUSTRY 2020

Exploring self storage across Australia and New Zealand

32 FOCUS ON

Timm Martin, Sentinel Security

34 SUPERANNUATION

Current issues impacting Superannuation

38 NSW LAND VALUATIONS 39 FAMILY BUSINESS AUSTRALIA Changing times for family owned businesses

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 magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725).

This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, sub-contractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication.

The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

AUGUST / SEPTEMBER 2020 INSIDER 114

4 | CHAIRMAN'S DINK REPORT

Ivor Morgan, Chairman SSAA

W

elcome to another edition of the SSAA Insider. After many months of uncertain and challenging times the board is now turning its attention to the upcoming election of board directors. It is very important that we attract quality board members who are passionate about the self storage industry and would like to be a part of strategically directing the SSAA into the future.

We currently have a very committed board which is able to give clear and concise direction to the SSAA Executive Team. I feel that the synergy between the SSAA board and the SSAA Executive is very strong which in turn is facilitating good governance with even more member benefits.

Positions we are seeking to fill include: Regular member (Owner/Operator 1-4 Facilities) full term up for election.

After many months of uncertain and challenging times the board is now turning its attention to the upcoming election of Board Directors.

Current vacancies – Regular member following the resignation of Rachel Grant. This person would only be eligible to hold the position for one year in line with our three-year rotation policy.

Board member Andrew Eastwood is stepping back to focus on his own business and said he “feels it’s a good time to step off the ship with the sails in full flight.” I would like to personally thank Andrew for his valuable contribution as he has served the board for seven years between 2010 and 2020.

This also brings about a vacancy for the Large Operator category (Owner/ Operator 5-21 Facilities).

Nominations will be called for on the 18/9/2020. Voting takes place between 8-23 October with the successful candidates being notified by 26/10/2020. The AGM is being held in Melbourne on 26/11/2020 and incoming board members would be expected to attend.

If you feel you are the right person to fill one of these roles or would like further information I invite you to contact me at ivor@jimsstorage.com.au. l

06 | CEO’S REPORT

Susan Phillips, CEO SSAA

2

020 will be a year many of us will remember for different reasons. One thing for sure is that the pace of life for some of us has not changed.

We are nearing the end of another successful membership year.

1st November sees the commencement of our 2021 membership year – often I am asked by new members, ‘why the unusual commencement date?’ well it coincides with the formation of the Association on that date 30 years ago. It makes for some interesting accounting challenges, but they have all been sorted out over time, so it’s business as usual.

2021 membership year will see no increase in fees for our members. This was a decision taken by the Board Directors in March, to support all

SSAA 2020 EVENTS

members when the effects of COVID-19 started to take hold. Membership invoices will be sent on 1st October for renewal by 31st October.

I mentioned earlier the pace of life not changing and indeed it hasn’t. The SSAA Team, although continuing to work from their home offices, juggling homeschooling and other responsibilities have continued to push forward with various projects. As for some, the new normal has proved challenging whilst developing the updated Storage Agreements for Australia – refer to pages 12 to 14 for a complete list of changes to simplify your everyday check-in routine with storage customers.

The MAP has undergone a name change to CSA Guidelines – Customer Storage Agreement Guidelines to better reflect the purpose and use of this document. The NZ external legal consultants are currently reviewing and changing the suite of NZ agreements and CSA Guidelines and will be available for NZ members soon.

The supporting templated letters and notices have also undergone a makeover

NETWORKING FUNCTION

14 October 2020 CANBERRA

NETWORKING FUNCTION

10 November 2020 CHRISTCHURCH

NETWORKING FUNCTION

12 November 2020 AUCKLAND

and are all now available for download from the Members Only section on the website under Member Services.

The online training modules have proved tricky whilst working remotely.

However, the final touches are now being made prior to upload to the website.

The date of the AGM has changed to coincide with the member function in Melbourne on 26th November. The annual Convention is scheduled for 9-11th March in 2021. This also includes the 30th Anniversary celebrations.

This magazine continues with the series of interviews with Foundation Member, Jim Miller on page 16, who was instrumental in starting the SSAA. With restrictions lifting in Queensland we were able to capture two more interviews on film with Dallas Dogger and Andrew Catsoulis. I thank both for their time and insights into the industry. All other scheduled functions for 2020 are as per the advertised dates in the Calendar of Events on the website and below. l Until next time.

Susan Phillips

NETWORKING FUNCTION

15 October 2020 SYDNEY

NETWORKING FUNCTION

19 November 2020 ADELAIDE

NETWORKING FUNCTION

22 October 2020 PERTH

NETWORKING FUNCTION

26 November 2020 MELBOURNE

NOTE: These events are scheduled but subject to change due to COVID-19. More information will be provided on the SSAA website in case of any changes.

Toowong Hamilton Redcliffe Banyo Carseldine

8 | SSAA MEMBER BENEFITS

Mystery Shopping is a valuable tool

T

his year has seen the storage industry workplace change, with staff working remotely, split shifts and an increase in remote access. COVID-19 has changed the way we work, and as a result, managing teams and their performance is not as easy as it once was.

How are your staff performing?

It might be time for a routine check-up.

Your SSAA Membership provides many benefits with special rates

for various services, which includes Mystery Shopping.

WHY DO MYSTERY SHOPPING? Mystery shopping assesses whether your staff are providing an engaging customer experience.

The SSAA works with Quality Results who can either send their shoppers to your facility or call to be able to complete the assessments. They do this to help improve the bottom line, not

to pick out all of the ‘bad stuff’. They want to be able to provide businesses with the tools that work to make the experience positive in all aspects.

By understanding your business from the mindset of the customers, gives businesses peace of mind.

Mystery shopping helps determine whether or not each staff member is maximising all opportunities and ensures that companies are confident that customers are treated with respect and are provided with all the information to make informed decisions.

When Quality Results attend a facility, they are doing the same as they do over the phone, listening, and observing by looking at the presentation of the facility, the security and the overall feeling of the experience.

Customer’s do not always make decisions based on price alone. Yes, this will come into the decision-making process, but before a person even considers the cost, they will first make an emotional decision. l

For more information on Mystery shopping, contact our office today via email admin@selfstorage.com.au.

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10 | INDUSTRY NEWS

STORCAD ARE TICKING ALL THE BOXES FOR STORELOCAL StoreLocal’s newest site is located at 1 Salmon Close Cranebrook NSW. Storcad Self Storage Design, designed the self storage component. It is being constructed by Western Sydney Constructions. Consisting of high end commercial warehouses, each with quality offices, plus an onsite café. The three level self storage building has man caves on the ground floor which also include a small mezzanine. The self storage

component is installed into the first and second floor of the building and accessed through an undercover drive through where the lift is located. The site will be managed by StoreLocal, their first site in Sydney. This will also be one of the first sites in Australia to have the new KAS electronic door lock system provided by Sentinel (this means no more padlocks). There is no set opening date yet but it will be within the next two months.

APOLOGY: In Insider issue 113 we incorrectly referred to Mark Snooks as Martin Snooks.

This was an editorial mistake.

AON

Fort Knox Self Storage West Melbourne just got a whole lot greener – with rooftop solar!

Their good friends at Enervest in Camberwell were tasked with adding 248 solar panels, at 400W each on the West Melbourne site roof. This has given a system that is 99.2kW, which will generate approximately 132467.66kWh of electricity per year, and save 150 tonnes of toxic CO2 emissions. In addition to powering the self storage site they are also feeding green electricity into the grid for our Melbourne city neighbours.

In 2014, they began a solar program with the installation of 240 panels at the Scoresby site. In 2018 this grew to 1514 panels across 6 sites. Now there’s 1762 solar panels covering 7 out of 10 Fort Knox Self Storage sites. With each new solar system installation, they are getting closer to achieving their sustainability goals.

INSIDER 114 AUGUST / SEPTEMBER 2020

Aon are implementing a distribution authorisation model with self storage operator clients which will allow them the benefit of relief under ASIC Corporations (Basic Deposit and General Insurance Product Distribution) Instrument 2015/682 in order to distribute insurance under Aon’s Australian Financial Services License (AFSL).

AON have assessed that the activities performed by self storage operators in arranging cover would be considered a “financial service” for which they would need to be licensed or authorised under an AFSL in order to perform.

Aon will shortly be providing to all members utilising Aon’s services with a Distributor Agreement and a Compliance Kit. If you have any queries in relation to the Distributor Agreement or Compliance Kit or any further documentation you receive from Aon, please do not hesitate to contact Aon.

www.selfstorage.org.au

National Storage opened their new facility in Robina Queensland on 1st July 2020 as part of their active growth strategy across Australia and New Zealand.

StoreLocal is delighted to announce the appointment of Co-Founder & Executive Director Rob Mactaggart as Chief Investment Officer. This focussed growth role reflects the strategic focus on continuing to build upon their nationwide portfolio. Rob will lead the growth in third party stores under management by the StoreLocal platform. Rob also will drive the expansions of the existing owned portfolio, as well as new acquisitions in targeted sub-markets. Rob brings an extensive background in property acquisition, development and commercial agency in Australia and New Zealand. Rob has been an active developer and investor in self storage since 2006, and has been an Executive Director of StoreLocal since co-founding the business in 2015. On a personal note, StoreLocal are thrilled that Rob will have the dedicated focus to apply his considerable energy and analytical skills to drive their portfolio growth program.

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AUGUST / SEPTEMBER 2020 INSIDER 114

12 | LEGAL

3, 2, 1, Launch! 2020 updated agreements now available

By Andrea Bowman 1. I/We have adequate insurance with (insert details of insurer and policy number) for the goods that we are storing.

2. I/We don’t have insurance and understand that if the goods are lost or damaged I/We may have to bear that loss. Further, that if my/our goods cause any damage or loss then I/We may be liable for such damage or loss.

WHY SO MANY PAGES?

UPDATED CUSTOMER STORAGE AGREEMENTS FOR AUSTRALIAN MEMBERS: The SSAA updated agreements are now available online from the Members Only section of our website for members to download and use immediately. This article provides insights to the updates noting that there are changes to layout due to ACCC requirements and some specific changes for members based in South Australia.

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YOU ASKED AND WE LISTENED: We have made improvements to the way you can do business with your storers by making the following improvements: l Instruction Sheets have been provided for each Agreement; therefore making it easier to induct new staff into signing up storers/customers on any of our Agreements; l Column formatting from Agreements has been removed; l The main points section of the Agreements has been refined and now includes at most 10 main points utilising simple language that is easy

INSIDER 114 AUGUST / SEPTEMBER 2020

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for facility operators to convey to storage customers; Full Terms of the Agreements have been expanded, to include defined terms as to the exact meaning of the words in our Agreements due to ACCC unfair contract requirements The updated Agreements state that the Storer is solely responsible for checking the Space and satisfying themselves that the Space is suitable for their purposes and an acknowledgment by the storer that the storage unit is approximately the size advertised by the facility.

The Agreements acknowledge that the Agreement does not grant the Storer a lease of the Space; Privacy disclosure terms have been included in the Agreements.

Storers will automatically be opted into receiving correspondence electronically unless they specifically opt out. Previously, storers needed to opt in.

In relation to insurance, there will only be two (2) options on the updated Agreements, see example below:

Our Agreements have been formatted to include: l An instruction sheet; l Schedule; and l Full Terms.

Although this seems like a lot, we realise that we have members signing up Storers: l Using sign up pads; l Using self storage industry software; l Electronically; l By customising Word versions of our template Agreements; The updated Agreements are designed to cater for the many ways our members do business. The updated documents reflect that flexibility. l Members utilising sign up pads are now only required to have one double sided document (Agreement Schedule). The Full Terms can be printed and made available as an accompaniment at your customer service desk or as a takeaway document; l Members using industry software, it will be business as usual for you; l Members signing up storage electronically can have the Full Terms embedded into their sign up process for acceptance by their storage customers; l Members customising Word versions of our template Agreements will find the new format easier to customise i.e. add your business logo, trading hours etc.

www.selfstorage.org.au

Some members have previously had available in large print Terms & Condition posters. These Terms & Condition posters can be replaced with larger print booklets, available for purchase from the SSAA product shop. These booklets can remain on your customer service desk.

Whether signing up online or in person, an email can then be sent to the storer providing a copy of their Storage Agreement, Full Terms and Privacy Disclosure Statement for their records. NB: Emailing a copy provides the Facility Owner with a mechanism to check the email address the storer has provided is correct.

We also have available after login in our Member Assets menu, audio versions of the Main Points of each Agreement that you can play to storage customers as you walk them through their Agreement.

SOUTH AUSTRALIAN MEMBERS: In all states except South Australia, where the uncollected good legislation can’t be excluded, the provisions of the Agreements will now displace the statebased laws that in some cases required facilities to undertake onerous steps prior to disposing of uncollected goods.

South Australian members should review the Agreements to refer to the SA specific requirements.

The updated Agreements are designed to cater for the many ways our members do business. The updated documents reflect that flexibility.

MANAGED STORAGE AGREEMENT: The Managed Storage Agreement default period will now be 42 days, the same as the Standard Self Storage Agreement.

Why has this changed? It was previously viewed that in the process of undertaking Managed Storage, the Facility Owner would be deemed to be a Warehouseman. However, it’s possible

to create (and the updated Managed Storage Agreement does create) a contractual lien which is different from, and a notable improvement upon, the statutory warehouseman’s lien – i.e. Facility Owners can create additional rights under contract, independently of statutory warehouseman’s liens.

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14 | LEGAL

The advantages of contractual liens are: l Facility Owners can specify their own notice period (i.e. 42 days, not 6 months). l Facility Owners can specify the process they must follow – unlike the processes under the state-based statutory warehouseman’s liens, which in addition to a bailment relationship existing, require a number of additional steps that must be taken to create a valid warehouseman’s lien (for example, notifying those people who may have an interest in the bailed goods).

VEHICLE HIRE AGREEMENT & TRAILER HIRE AGREEMENT: The Vehicle Hire Agreement and Trailer Hire Agreement will now contain the ability to record credit card details. Our lawyers, Hunt & Hunt are recommending that Facility Owners retain the credit card detail sections in the Vehicle Hire Agreement and Trailer Hire Agreement, as without these details the Facility Owner will not have the ability to charge the hirer’s credit card for any fees which are not paid upfront, or amounts that only become apparent after the vehicle / trailer is returned to the facility, such as the costs of repair, or replacement, of the vehicle / trailer. Clause 15 of each of the Vehicle Hire Agreement and Trailer Hire Agreement provides authorisation to Facility Owners to charge these amounts to the credit card details provided.

MOBILE STORAGE AGREEMENT: The storer will now have an obligation to notify any third party attempting to seize possession of the storage unit of the Facility Operator’s ownership and must give immediate written notice to the Facility Operator of such seizure or attempted seizure.

DECEASED STORERS: Where a Storer is deceased, for Facilities to protect themselves, Facilities will need to exercise caution in providing access to the Space to persons who don’t have a key or key code.

When a Storer dies, a Facility is not obliged to take further steps to secure

INSIDER 114 AUGUST / SEPTEMBER 2020

The Managed Storage Agreement default period will now be 42 days, the same as the Standard Self Storage Agreement. the deceased’s stored goods. However, in some instances where a Storer is deceased, a Facility may receive a request from family or friends of the deceased Storer asking that the Facility open the Space for them.

It is important that, when a Storer dies, a Facility does not open the Space for a person to access the Storer’s goods other than the executor or administrator of the deceased’s estate.

Changes to the Agreements in 2018 allowed facilities to deal directly with the Alternate Contact Person (ACP) in the event of the death of a storer.

Please note, that that right does not extend past the death of the Storer.

When a storer has been storing for a long time and is on an agreement version that is more than six years old, it is worthwhile providing incentives for them to sign a new agreement.

Incentives offered will vary depending on your business style and nature and size of your facility.

A NAME CHANGE: The Manual of Advice and Procedures (MAP) has been renamed Customer Storage Agreement Guidelines (CSA Guidelines)

NEED FURTHER ASSISTANCE? HOW SHOULD I LAUNCH THE NEW AGREEMENTS? Members will need to download the latest version of the SSAA Australian Agreements.

1. Provide copies to your stationery printer – if utilising printed Agreement pads; 2. Provide copies to software management providers to update software, noting software systems will not be automatically updated; 3. Provide copies to your IT Management provider to update your electronic versions; 4. Customise and update for each facility, Agreement word templates.

Members should commence using the updated core agreements as soon as possible. All new storers should be signed up on the latest agreements, and where any changes are required by existing storers - such as the provision of a new address, need for another unit – this should instigate the signing of a new updated agreement.

The CSA Guidelines, available on our Members Only portal is a great place to start if you need further information. As always, legal support is available from the SSAA. Please email your questions to legalsupport@selfstorage.com.au

NEW ZEALAND AGREEMENTS AND CUSTOMER STORAGE AGREEMENT GUIDELINES: The SSAA is also reviewing the New Zealand Agreements and Guidelines with our NZ Lawyers, Jackson Russell Lawyers. The SSAA will provide a summary of changes for NZ Members when the updated NZ documents are released. l The Agreements are made available to all current financial members of SSAA. To protect the intellectual property of the SSAA we request that you do not have the Agreements or Terms and Conditions available for download on your website. This avoids the issue of SSAA IP being used by non-members. www.selfstorage.org.au

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16 | SSAA CELEBRATING 30 YEARS

JIM MILLER Jim Miller laid the foundations of today’s self storage industry.

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t is said by many that without Jim Miller the Self Storage Association would not exist. He was the man who brought it all together. The industry we have today owes a great deal of thanks to Jim’s early insights and initiatives. Many of today’s industry leaders worked with Jim and their success is largely attributable to what they learned from Jim’s leadership and skill as an entrepreneur.

THE BEGINNING In July 1975 Jim Miller went to the USA with the goal of finding a cash flow real estate play not yet in Australia. He had a contact, Lewis Tyra from Houston, so he headed there and this is where Jim saw an early drive-up style self storage development and thought it would work in Australia. It took 2 years to build sufficient capital to partner his first self storage project a 3-story conversion of an existing warehouse in Pyrmont, Sydney.

Jim’s early research for the demand of storage came by accident. In 1976 he had approval for a facility in St Leonards, Sydney and booked a Yellow Pages advertisement.

He was ‘gazumped’ on the purchase of the site but it was too late to cancel the ad and he spent 12 months handling a landslide of enquiries for space he did not have.

He purchased another building in Pyrmont, Sydney and it filled in six months and was sold to an investment company at a 15% yield. Jim then developed a still existing, multi-level warehouse property in Jones Street, Ultimo, and a drive- up facility on the Princes Highway in Tempe - which is now one of the largest IKEA stores in Sydney. These sites showed that multi-level facilities and drive up facilities had equal market acceptance. This developed the concept of multi-level storage for the whole industry.

In 1986 Millers Storage opened their 8th facility in Wentworthville. Jim ran a television campaign and the results brought a wave of new enquiries. Television

Jim pursued his goal of establishing self storage facilities as institutional grade assets and gaining the banks acceptance of self storage as providing good lending security.

INSIDER 114 AUGUST / SEPTEMBER 2020

advertising was a regular part of the marketing campaign until the Millers properties were sold in 1998.

It was during this time, that the first organised storage industry meetings were held in Jim’s office in 1989. Jim and other early industry participants had the forethought and wisdom to take a proactive approach to managing the industry and the Self Storage Association was officially formed the following year.

They successfully managed government regulators, trade unions and the public. Early achievements included avoiding Government actions to impose stamp duty charges on storage agreements, countering Union pressure to impose overtime rates for storage managers where flexible hours were worked and establishing the SSAA’s standard storage agreement.

Jim pursued the goal of establishing self storage facilities as institutional grade assets and gaining the banks acceptance of self storage as providing good lending security.

Meanwhile Millers Self Storage expanded into Melbourne, Gold Coast and Brisbane and Millers also took on management of facilities owned by others.

Jim maintained an entrepreneurial spirit and after visiting the US several more times he developed the concept of combining self storage with document storage and wine storage. By 1998 he was handling 1.5 million archive boxes and storing over 10,000 cases of wine.

After working with Macquarie Investment Trust, a venture capital financier, Jim looked to other forms of financing. Merrill Lynch embarked on preparation of a prospectus for a public offering.

However, the process lead to Security Capital European Realty ultimately buying the business and associated property interests. The company was managed by R.A.D. Morton III for a short time before Jim’s son, Angus Miller took on the role of CEO for five years before the portfolio was again sold to a Joint venture between Kennards and Valad Property Trust in 2004.

Jim pursued his goal of establishing self storage facilities as institutional grade assets and gaining the banks acceptance of self storage as providing good lending security.

Nowadays, Jim has a first-class cattle and sheep property on the Murrumbidgee River at Jugiong, run by his son Bob. His business journey is complete and he is back in the country where he came from and, as he says, where he belongs. l

www.selfstorage.org.au

Many of today’s industry leaders worked with Jim and their success is largely attributable to what they learned from Jim’s leadership and skill as an entrepreneur.

18 | FEATURE OH&S

Industrial manslaughter law What you need to know. By Stephen Pehm, OHS Consultant – Action OHS Consulting.

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n Victoria, from July 1 this year, the consequences of a workplace fatality became far more serious for employers who are not providing a safe workplace. The Workplace Safety Legislation Amendment Bill 2019 – Workplace Manslaughter came into law.

This brought Victoria broadly in line with industrial manslaughter legislation in Queensland and the ACT, while similar laws are mooted to follow in WA and the Northern Territory. While there are no Industrial Manslaughter laws in New Zealand it should be noted that the New Zealand Government are outspoken about the merits of introducing such a law.

Find out below what you need to know about this legislation as an employer or leader, along with considerations for strengthening your workplace health and safety practices.

AN OVERVIEW OF THE LEGISLATION This Workplace Safety Legislation Amendment Bill 2019 – Workplace Manslaughter lists the following objects (New Part 5A Section 39a): l prevent workplace deaths l deter persons who owe certain duties under Part 3 (general duties) l reflect the severity of conduct that places life at risk in the workplace.

The legislation aims to realise these objects by defining the offence of workplace manslaughter through negligence contributing to the death of another person (New Part 5A Section 39G).

The purpose of these new amendments is to hold the workplace parties with the power and resources to maintain and improve safety – namely employers and Corporate Officers – to account if a person (including a non-employee) is killed in their workplace as a result of unsafe work practices being carried out.

INSIDER 114 AUGUST / SEPTEMBER 2020

Owners of storage facilities would be classified as Corporate Officers.

For a conviction to be recorded it would have to be proven that the death was directly due to the negligence of the employer or Corporate Officer in maintaining workplace safety.

Negligence is defined in section 39 (E) as “a great falling short of the standard of care that would have been taken by a reasonable person in the circumstances in which the conduct was engaged in.”

It would also have to be proven that the negligence occurred for a high-risk work activity which caused the harm. Note that these may include psychosocial and illness based risk related activities and may be applied retrospectively.

A BRIEF OVERVIEW OF THE PENALTIES Maximum penalties are far more serious than those currently in place for conviction under the Workplace safety Acts. For example, if convicted

in Victoria you may be imprisoned for up to 20 years and fined $16.5 million (100,000 ‘Penalty Units’), a five-fold increase in severity of maximum penalties. If charged with industrial manslaughter, a court would need to be satisfied of three factors before making a finding of guilt: l whether there was negligent conduct; l whether there was a breach of a safety duty; and l whether the conduct and breach led to the death of a person.

AVOIDING A PROSECUTION The best way to avoid an industrial manslaughter prosecution is to provide a safe workplace for all users by ensuring your high risk work practices are safe. Typical high risk activities in storage facilities may include (but not be limited to): driving or towing, operating mobile plant such as forklifts or Elevated Work Platforms and managing pedestrian traffic, or working at heights greater than two metres.

www.selfstorage.org.au

Safety controls would broadly include: l Having Systems of work in place that specify how work tasks are to be carried out safely; l Training of all workers to work safely, report all safety related issues and participate in safe resolution of these issues; l Use of standard compliant equipment and personal protective equipment where applicable, all of which is maintained as per manufacturer’s instructions; l In addition, it would have to be demonstrably clear that all workplace parties were regularly discussing emerging and existing safety related risks and monitoring the effectiveness of controls.

WHAT DO I NEED TO DO AS A CORPORATE OFFICER? The most effective way that you as a Corporate Officer can avoid a prosecution under this legislation is to ensure that a safe workplace is provided for all work activities carried out at your storage facility and that effective workplace safety based

consultation is taking place. You should keep documented evidence of this being done so that you can easily demonstrate your Safety System.

While maintaining a paper based system or similar is OK, it can be considerably easier to manage your workplace safety obligations using safety management software. For example, Safety Champion will enable much easier storage and retrieval of information and allow easier monitoring that all of the workplace stakeholders are doing what they are required to.

On a personal basis you can best avoid a prosecution for industrial manslaughter by being actively aware of and engaged in the state of safety in your organisation.

If you cannot be confident that your organisation is actively working towards a safer workplace and no one in your organisation can show you evidence of this happening, then you are at risk of being prosecuted in the event of a workplace incident resulting in death or serious injury occurring at your workplace.

Consider these questions: l Do I know what is happening across my work activities from a safety perspective or who is accountable for overall implementation of the system? l Am I aware of how many workers (and storers) have suffered harm in my workplace? l Do I know what my Workers Compensation premium is and how many active WorkCover claims I have? l Do I regularly attend consultation meetings, and do I monitor outcomes to ensure they are implemented?

Being aware of information such as this can act as the ‘canary in the coal mine’. If you choose not to get up to speed on what is happening in regard to workplace safety across your organisation, or to instigate steps to implement safety, then you increase your risk of being prosecuted for industrial manslaughter should someone be killed or seriously injured by the work you carry out. l

COMING SOON StoreLocal Penrith September 2020 We’re excited to announce our brand new, state of the art storage site located in Penrith, Sydney! Stay tuned for more details.

1 Salmon Close, Cranebrook 2750 NSW partners@storelocal.com.au 1300 099 022

20 | PLANNING

POST COVID-19 TIPS

8 things you can do now to set yourself up for success in the wake of COVID-19. By Taylor Cutler, Director of Marketing, Podium.

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ith the onset of a global pandemic, every industry is facing its own set of unique challenges, including the self storage industry. Even now, as economies begin to reopen, uncertainty remains high in terms of what the right next step is, how to reopen properly, and what business for the self storage industry will look like in the future.

While this period is a difficult one full of questions, we’ve been encouraged to see how businesses everywhere are finding new and innovative ways to serve their customers. We’ve done our best to compile some tips and tricks from customers and experts alike to help you navigate the difficulties of our current situation and keep your doors open – even when you can’t open your doors.

USE TEXT TO STAY CLOSE TO CLIENTS As levels of interaction, comfort and direct contact continue to fluctuate, maintaining strong relationships with your customers can be difficult. Use text to strengthen ties with your clients by sending personalised, brief texts with updates, and even short messages of hope. Make sure to keep them well informed of any policy changes, updates on inventory or changes to business hours.

ESTABLISH A CENTRAL LINE OF COMMUNICATION WITH YOUR TEAM With some staff still at home, some back in the office, and some navigating new flexibility, feeling close to your staff members can be somewhat of a challenge. Keep communication frequent, personal, and transparent with a central line of communication. With Podium’s Teamchat, you can make sure everyone is on the same page. Even without Teamchat, it’s essential to make sure everyone knows how procedures are changing and how it will affect them. One Podium retailer with locations across the country mass-texted all their employees to establish a central conversation and to process any questions.

MOVE DOCUMENTATION ONLINE Many customers have moved most, or all, of their paperwork to digital documentation through the power of software systems like DocuSign and eSignature.

Not only does this offer ultimate convenience and flexibility to your customers, but it improves the accuracy of your record-keeping, saves staff time tracking and handling paper, and helps your customers to feel safe with social distancing.

INSIDER 114 AUGUST / SEPTEMBER 2020

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UPDATE YOUR BUSINESS LISTING AND INFORMATION Make sure your new hours are reflected on your Google My Business page and your website. Google has compiled an easy help doc to guide you through those updates, as well as how to create a post and how to communicate other crucial information through your GMB page.

TREAT YOUR WEBSITE LIKE YOUR PRIMARY STOREFRONT You may have already cut many services or adapted how you do business. Your website is the perfect place to reflect these changes by surfacing commonly asked questions and providing clear ways of contact. Some companies put a textable phone number in large type as the first thing you see. Implement a chat or text tool like Webchat to help your customers know you’re listening and to offer increased transparency and convenience. A storage company we have worked with has seen great success in adding a web chat feature to their site, capturing over 3,000 leads in just 12 months.

OPEN ALL LINES OF COMMUNICATION It’s even more true today – people want and need a convenient way to contact your business. Your business needs a textable phone number for each storage facility. And you should ensure that customers can contact you through every channel, including Facebook messenger, apple business chat, SMS text, and more. By embracing messaging as a business, you’ll provide your customers with a quick and safe way to find what they need without having to leave home. You’ll also spend less time on the phone and be able to process more requests simultaneously.

OFFER NEW CONTACTLESS WAYS TO PAY Customers are rightfully wary about passing cash or card right now. Help them to feel comfortable by offering contactless ways to pay. With the right platform, you can make it as easy as texting a link that customers can click to pay when they purchase, eliminating safety concerns and the hassle of saying a card number over the phone.

A storage company we have worked with has seen great success in adding a web chat feature to their site, capturing over 3,000 leads in just 12 months.

REASSURE YOUR CUSTOMERS Let your customers know what you’re doing to keep them safe. People will be more comfortable doing business with you when they know you take their safety seriously. Please send a message to let your customers know when they can come by, how often you sanitise surfaces or other ways you’ve changed your regular business operations to accommodate them.

We’ve been inspired by the ways businesses everywhere have met current challenges and prepared for success in the future. It’s making everyone recognise what’s been right all along – local business is key to a strong, vibrant, and healthy society. Times are tough, and we don’t know all of what lies ahead; but by taking the right actions now, we can strengthen our companies and communities to last.

Want to get started with any of these tips? Podium can help. Podium’s messaging tools for local business have helped many companies not only to survive this time, but thrive by allowing them to build strong relationships with customers through messaging, increase online presence, and enable teams to chat and collect mobile payments. l

Find out how Podium can help your business transform for the future by visiting podium.com.

www.selfstorage.org.au

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22 | OH&S

COVID-19 – Your storage facility related OHS FAQs

By Stephen Pehm, OHS Consultant – Action OHS Consulting.

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any storage facilities have continued to operate with employees at work throughout the COVID-19 pandemic. New Zealand facilities are also now open. Most facilities by now have implemented changes reflecting a focus on continuous cleaning and disinfecting regimes, as well as social distancing measures.

In this article we answer some commonly asked questions that you may have in relation to working in a post COVID-19 world.

What can I do to support my employees?

Your workers may still be nervous about travelling to and from work on public transport (in spite of social distancing laws) and working in close proximity to colleagues. Are you doing the following to support them? l Ensure that a cleaning program is in place with at least daily sanitisation of commonly used areas. l Ensure that ample supplies of personal cleaning equipment are available to employees. Consult with them in determining these. l If working in shifts, try to minimise contact between each shift team. l Support spreading commuter loads on public transport by staggering start and end times for workers. l Provide signage, direction, and barriers to ensure that social distancing rules are maintained. l Consider providing sanitiser for visitors to use upon entering and exiting your workplace. Screen them to ensure that they are feeling well. l Mandate that all workers who do not feel well must remain at home and encourage them to get tested for COVID-19. l Be prepared to close the workplace down and send all workers home in the event of a worker in the workplace developing COVID-19.

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How can I get my workforce involved in our ‘new normal’?

It is important to involve your workers continuously when making decisions about how to return to work or any other changes you are making to manage COVID-19.

Involving your team in the design of control initiatives, inspecting workplace(s) to ensure that implemented controls are still in place, encouraging stakeholders to report issues including breaches of the rules, and taking action to resolve these are essential to manage this risk.

How can I continue to Support My Employees?

It is likely that many of us will continue to be nervous. Steps that could be taken to assure nervous employees may include: l Permitting employees in noncustomer facing roles to remain working from home and checking in frequently to determine a future return date.

l Where possible empowering employees to determine their work start times to facilitate travel on less crowded public transport. Blended work days incorporating home and office based work may also be an option. l Ensuring that employees, no matter how senior, who breach COVID-19 control rules are appropriately counselled not to do it again. This would include immediately sending home employees who present with cold/flu like symptoms. l Supporting what is being done to control COVID-19 with signage and visible direction. Visible examples of your commitment to managing the COVID-19 risk will be constantly reassuring to your employees. l Listen and taking action to address employee concerns and reviewing the effectiveness of what is done. l Employees who are distressed about returning to work may benefit from assistance from a mental health professional via an Employee Assistance Scheme or similar

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TACKLING CHALLENGES As OHS professionals we have been excited (not in a weird way) by the challenges presented to us following the COVID-19 pandemic outbreak.

For, arguably, the first time a specific workplace safety issue has been in the headlines for more than one day!

We are also impressed with the way that self storage facilities have responded resulting in rapid and effective control of COVID so far. Workers and managers at all levels have consulted and worked together to demonstrably minimise the risk. We need this passion transferred into other safety areas!

Adopting the practice of identifying workplace hazards, assessing risk associated with them, implementing controls to manage the risk, and reviewing effectiveness of these controls, as was shown for COVID, works in making your workplace safer. And this works best if the owners lead from the front!

If one of my workers contracts COVID-19 at our workplace – or worse, there is an outbreak – what are the OHS legal ramifications?

An outbreak of COVID-19 in your workplace will have a dramatic effect on your business – a shutdown and deep clean would be an immediate consequence. From a legislative point of view, you may be liable for not providing a safe workplace for your employees if you do nothing to manage the risk of infection in your workplace.

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Reporting requirements if one of your workers develops COVID-19 symptoms in the workplace vary from jurisdiction to jurisdiction. Generally, if a worker in your workplace is hospitalised or dies from COVID-19 then you must report it to your Safety Regulator. If a COVID-19 case presents itself in your facility, you can contact the SSAA OHS Helpdesk on 1800 067 313 for advice.

What about industrial manslaughter law – does this apply to COVID? Industrial manslaughter laws (relating to Employers and associated Company Officers) may be in place in your State and may apply to COVID-19 related harm. If you are a Company Officer, the best way to avoid an Industrial Manslaughter (and a workplace safety related) prosecution is to ensure that COVID-19 is being controlled in your workplace in a systematic way (see above). An employee testing positive may also precipitate a worker’s compensation claim, which could affect your premium and cost you money.

all parties are clear on when work from home will be taking place.

Revisit this agreement on an annual basis. All work-from-home employees should redo the checklist before resigning the agreement. Having these basic steps in place will provide comfort that work from home is being managed adequately.

What should I be thinking about to plan ahead?

Looking past the COVID-19 challenge (we will overcome this) if your workers are working from home on a permanent basis the following safety related issues may require ongoing management Psychosocial hazards, measuring productivity and working together effectively may be more challenging areas to manage if key team members are working remotely. l

What are my responsibilities to my team who continue to work from home?

It is a good idea to get all workers working from home to complete a ‘working from home checklist’ specifying that they have a safe workstation setup place and also to sign a documented ‘working from home agreement’ so that

The OH&S Help Desk has been established by the SSAA to support its members. This advisory service is free. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.

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24 | SSAA PRINCIPAL PARTNER

SSAA PRINCIPAL PARTNER – STORCO

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his year the SSAA celebrates 30 years since it’s foundation and is proud to have worked with other companies who have been around for a long time and have become (literally) the foundations of the self storage industry.

SSAA Principal Partner STORCO, is one of them and they are celebrating their 40th birthday this year. It all started in 1980 when the multi-generational family-owned business opened its doors in Orange New South Wales.

As we all know storage at that time was in its infancy, and the family saw an opportunity to work and develop a range of storage solutions for self storage sites both nationally in Australia and internationally in New Zealand.

Australian manufacturing has changed over the years, and the team at STORCO have adapted and grown with the self storage industry. The most recent COVID-19 pandemic saw many businesses close or slow down as they could not access products that are manufactured overseas. Throughout it all STORCO stayed strong as they manufacture locally, supporting not only the self storage industry but also the Australian manufacturing sector. Their manufacturing capability provides a greater level of flexibility in design and delivery which meet the Australian manufacturing and building standards and are all warrantied.

As everyone in the industry knows, manufacturing is key to any great product range and functional systems. That is

INSIDER 114 AUGUST / SEPTEMBER 2020

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SSAA Principal Partner STORCO, is celebrating their 40th birthday this year. It all started in 1980 when the multi-generational family-owned business opened its doors in Orange New South Wales. why STORCO manufactures a range of products designed to produce the highest quality product for self storage.

There are many reasons they continue to manufacture in Australia which has held them in good stead for the last 40 years. They can offer the storage industry a minimised supply chain which reduces costs to the enduser, being produced in Australia ensures greater control over the quality, plus shorter lead times.

The COVID-19 pandemic hasn’t seen many changes in the way STORCO works. Having a primarily Australian based supply chain with Australian steel gives them the ability to continue manufacturing their products as usual during the pandemic time. The biggest challenges for STORCO during the pandemic has been the management of their projects across Australia and New Zealand. They overcame these challenges by having some employees work from home and utilise rescources such as zoom across the business. During this time, they continuously worked with their clients,

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suppliers and staff to develop and evolve the products and business, which ensured that the quality and expectations were met locally and on a global level. This is part of their ongoing philosophy which has helped them become the manufacturer of choice for producing specific products designed around creating the ultimate self storage facility.

You don’t last in an industry for 40 years unless you are doing something right and STORCO Storage Systems have spent decades consistently delivering quality self storage facilities both domestically and internationally. STORCO focus on a full range of operators from small independent regional operators to large national players. They work with builders to develop small to multi level sites which utilise their fitout system, mezzanine floor systems and building frame. This is all performed under the watchful eye of a team of trained professionals who are continually innovating and developing new methods for extracting the full nett lettable area out of a building footprint. l

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26 | COMMUNICATIONS

Communicating with your customers What’s the best way to communicate with your customers? By Rebecca Smith – That Comms Co.

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ithout a doubt, communicating effectively with your customers is essential if you want your business to thrive and benefit from repeat business — but you might be wondering, what is the best way to deliver these communications? With so many options available to you, it’s important to choose the right method for the message you’re wanting to deliver in order to achieve the desired outcome.

So, whether it is over the phone, by email, text message, social media or face-to-face, here are some things you should consider when choosing how to communicate with your customers.

TELEPHONE TALK For many people, the telephone is still the preferred method of making an enquiry with a business because it is immediate and typically involves

INSIDER 114 AUGUST / SEPTEMBER 2020

speaking directly with a person.

Therefore, it pays to make the experience as seamless and pleasant as possible for those who call you.

Make sure that office staff are equipped with the information they need to respond to frequently asked questions over the phone, and to diplomatically handle issues or complaints from customers. Do not underestimate the value of a courteous and helpful phone manner — your customers will appreciate it and remember your business for it.

If you use an automated phone system, which can be an efficient method of processing customer enquiries, you need to be certain that it is working effectively and connects customers promptly with the person or information they need. As a rule of thumb, avoid keeping a caller on hold for more than two minutes and

aim to redirect them comfortably before this timeframe if possible.

THE CONSIDERED EMAIL When you need to share more detailed information with your customers, a longer form email or e-newsletter may be the best option. There are lots of free or inexpensive e-newsletter distribution services available that can help you send news to your customer mailing list. E-newsletters can be a great way to keep customers up to date with important information such as events, changes to your pricing or changes to your service.

If you are using email to communicate with your customers, remember that not all people check their emails regularly so if your message does require urgent attention, phone or text message may be the better option. You should also

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try to keep your e-newsletters to monthly or quarterly and avoid sending them out just for the sake of it — make sure the content is interesting, helpful, and even entertaining for your customers.

THE TIMELY TEXT MESSAGE When a situation is urgent, the most reliable and rapid way to reach your customers en masse is via text message. Use this method when you can effectively convey your message in just a few sentences, and when you want your customers to see and act on the information immediately.

A text message may be less personal than other methods, but it can be suitable for general information and announcements.

KEEPING IT SOCIAL If you have an engaged customer base on your social media networks (e.g.

Facebook, Instagram, Twitter) these platforms can be great for engaging

with customers and also sharing information that is timely.

The advantage of social media is that your message will be broadcast immediately and can elicit prompt feedback from customers. Remember that you’ll need to have someone monitoring your social media though, to respond to any enquiries that come through via comments or direct message and to manage any complaints or issues.

You can also use your social media platforms to promote special deals, encourage referrals to friends and to run competitions.

ON FACE VALUE As storage providers, it is likely that you’ll have at least some face-to-face interactions with your customers when they visit your facility to access their stored belongings. For these interactions, consider what the environment says about your business and what kind of reception your

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We know that moving house is one of the most stressful things someone can do in their lifetime and as many of your customers will be going through this, think about ways that you can make their experience at your facility an enjoyable and uncomplicated one.

NEED MORE HELP WITH YOUR CUSTOMER COMMUNICATIONS? That Comms Co. is the SSAA’s preferred public relations and crisis communications service for its members and is able to be engaged to prepare holding statements and customer communications as required. l For more information and advice on crisis communications support contact SSAA at admin@selfstorage. com.au or +61 3 9466 9699.

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SSAA MEMBERSHIP | 29

SSAA's critical role during the COVID-19 crisis How have the SSAA helped members during the COVID-19 crisis.

By Vanaja Thomas – Membership Officer.

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veryday a new COVID-19 challenge comes along that has brought an impact on our members. These changes have led members adapting to remote working, contactless customer management strategies, online events, meetings, government guidelines and legislations.

The SSAA understands and we have been quick to respond and play a critical role in serving our members. We have prioritised member needs and will continue to offer credible and trusted information, share best practices and resources.

HOW THE SSAA HAS MET MEMBER NEEDS Regular COVID-19 updates and information via email since March 2020

COVID-19 Member Support Kit providing key information and resources to assist members in managing their self storage businesses

Support from the Legal, HR and OHS Help Desks providing guidance

Relevant COVID-19 content in our Insider magazine and our STOReFLASH

Scheduled webinars to provide members with information on strategies, tips and industry related updates Strengthening our partnership alliance with Family Business Australia giving members access and support

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NO INCREASE IN MEMBERSHIP RENEWAL FEES FOR 2020-21 The SSAA Board has made a significant decision by not applying an increase to the membership fees for 2020-21.

Quoting our Board Chairman, Ivor Morgan “This is the right decision taking into consideration the unprecedented times and an opportunity for us to support our members”. The SSAA aims to do the best we can to help members remain safe, provide a sense of connection and stability.

We received wonderful feedback from our members over the past months and here are some we would like to share.

WHAT OUR MEMBERS ARE SAYING! Janine Peake, AAA Storage & Removals Wembley, Western Australia Having the backup and support of the SSAA has always been very important but in these uncertain times more than ever. We have gained support and knowledge from the webinars, the toolbox of COVID posters for our facility and email communications. Pushing through changes faster than ever before. We have gained comfort and confirmation as we listened to the questions of others and the self storage and other industry representatives’ responses to know we are on the right path. The association with Family Business Australia has been a valuable business asset. It reaffirms that “we are all in this together”. The positive messages of action and changes in the industry are uplifting.

Brian and Vicki Ryder, Coast to Coast Storage, Chinderah, New South Wales Susan and the team from SSAA have been exemplary in the way members have been informed and updated during the COVID situation. The regular email updates that were received from Susan really helped to keep us in the loop with the protocols and guides specific to the storage industry. It was also of tremendous benefit to read of the procedures the major storage providers were doing during this time.

The COVID Member Support kit which was provided on the member portal was invaluable with information such as the checklists and guides, and the various templates that could be printed out and used throughout the facility.

Thank you to our members and stay safe. l Vanaja Thomas, Membership Officer, membership@selfstorage.com.au

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30 | SSAA INITIATIVE

State of the Industry 2020 Exploring self storage across Australia and New Zealand. By Makala Ffrench Castelli.

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he State of the Industry 2020 initiative presents a new research framework for the SSAA and its members - a contemporary approach to industry metrics, analysis and insights that examine the state of self storage across Australia and New Zealand.

The SSAA has engaged leading research providers Urbis and EY Sweeney to deliver a comprehensive report on the industry, together with relevant insights for the benefits of members and industry stakeholders.

Urbis are providing analysis and insights from both their real estate advisory and property economics divisions. The project is being led

by Linda Sharkey and her team who have deep experience in all self storage markets across Australia and New Zealand.

THE MARKET

THE INDUSTRY

EY Sweeney has been engaged as an independent market research provider and were selected for their experience in consumer research and thought leadership projects with some of Australia’s leading industry bodies.

EY Sweeney will be delivering insights from members and consumers on attitudes, experiences and perspectives across the industry.

Both providers will be drawing from a range of data sources including existing industry data, publicly available information, data provided by members, insights from service members and survey responses from consumers with and without experience of storage.

State of the Industry 2020 will focus on four key areas across Australia and New Zealand (see below).

The SSAA would like to take this opportunity to thank everyone who has already contributed to this important project, either through direct engagement, by completing the member survey or providing further insights.

The robustness of the report relies on the participation of industry and we appreciate your time and effort.

Thanks must also go to Kennards Self Storage who are generously supporting the project as Principal Industry Partner, Storage King as Survey Partner and Steel Storage as Innovation Partner. l If you’d like to participate in the research, feature in a case study or engage with the research team, the SSAA would welcome your contribution. State of the Industry 2020 is due for release in August 2020.

l Understand demographic and macroeconomic factors that drive storage demand l Explore current and future market supply

l Analyse the relationship between historical demand drivers and current performance l Understand operational best practice l Benchmark standard industry and operational metrics l Understand industry consolidation

l Profile self storage consumers, exploring usage and attitudes towards self storage

THE CONSUMER

l Explore attitudes amongst non-users and propensity for future usage l Understand consumer perceptions of the industry (including brand awareness) l Explore consumer attitudes towards traditional models of self storage, compared to newer models of self storage (mobile storage, valet etc)

THE FUTURE

l Explore future consumer attitudes towards self storage l Explore future trends that may impact or influence the industry

INSIDER 114 AUGUST / SEPTEMBER 2020

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32 32 || DINK FOCUS ON

TIMM MARTIN SENTINEL SECURITY Insider chats with Timm on how business has changed with COVID-19 and how the outbreak has affected stores across Australia and New Zealand.

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y name is Timm, that’s right two m’s, from Sentinel Security Australia. Most of you will have at some stage met my boss Jason Keane, and like Jason, I have been involved in the self storage industry for the better part of twenty years. I started with Sentinel Storage Security in early February 2020 and like everyone was oblivious to Corona Virus and what the impact would be on our robust and resilient industry. The first few weeks and months were not a panic as such, but they were certainly trying and busy times.

After only one month in the role I had to hit the ground running. Very early on, calls started coming through to see how security and technology could play a more significant role in helping with the developing issue of staff and customers distancing from each other where possible.

Understanding all the facets of individual businesses, early intervention, and constant contact were the foundations in providing solutions. The types of jobs we have completed during this time have been: l retrofitting unit alarm installation l re-installation of existing infrastructure l the roll-out of some fascinating new technology all designed around helping storage facilities and centres become entirely remote.

INSIDER 114 AUGUST / SEPTEMBER 2020

With the speed with which technology improves, technological leaps will become commonplace and more cost-effective over time. There are solutions out there in the marketplace that some operators would not know about, so in times like these a great relationship with your installer or security team is vital.

The first challenge we came across early on was operators in New Zealand who needed to shut down facilities with little notice. They were given minimal warning with even less instruction. For example: a facility had an operating management software system and they needed this to speak to a system that controlled doors and individual alarms.

It was a simple case and could be done cost-effectively and efficiently remotely via a secure link. Existing CCTV systems that were cloud-based helped considerably with this process and gave peace of mind to those facilities that were the first cabs off the rank.

For facilities without these features, the shutdown process became a little more hands-on but again with a bit of technology these stores and centres managed the process, with access control software and systems linked through some easy and usable public access web-scheduling services.

Facilities were able to sign-up online for service (EG: Team-up) for online scheduling and customers were able to pick times themselves in half-hour blocks in which they were able to attend the site to grab what they needed.

The beauty of both these style of responses from facilities is that they were still able to deliver a lockdown as instructed by authorities, but also provide a level of service to their existing customers. The facilities that acted quickly

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The HIK-VISION temperature screening, thermographic, turret camera is designed to detect elevated skin-surface temperature with high accuracy in real-time.

It can be used for preliminary temperature screening in office buildings, factories, stations, airports and other public places. have since noted that it was easier to judge on a case-by-case basis those customers that had genuine concerns and calls for a discount. They have said it helped make the decision process easy.

The next step was to ensure the on-going integrity of their system of choice by reviewing their CCTV and the system that allowed them to monitor and access their stores remotely. When quoting for a new build or retrofit, Sentinel Security builds in some future-proof options which makes any future additions as cost-effective as possible. For the past few years, Sentinel Security and our associated installer group have installed HIK-VISION brand CCTV systems and cameras. Recently they announced with the COVID-19 outbreaks a range of thermal cameras which are the next step in protection. These camera upgrades don't require an entire system upgrade or retrofit and the majority of facilities who use HIK-Vision and will struggle to spot the difference between the new cameras.

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The HIK-VISION temperature screening, thermographic, turret camera is designed to detect elevated skin-surface temperature with high accuracy in real-time. It can be used for preliminary temperature screening in office buildings, factories, stations, airports and other public places.

With extreme weather in some parts of New Zealand, thermal CCTV cameras are not a new invention by any stretch, and the American Industry has used them exclusively across those states that experience snow for many years. It is good to know a solution exists in a readily available off-the-shelf product. The installation process of these new thermal cameras is as simple as replacing existing cameras. Then a small upgrade to the NVR and software that runs the hard drive will allow full thermal scanning. While it is yet to be considered mandatory, there are large city buildings (Telstra, NAB, Channel 7 Martin Place NSW) now using handheld and tripod mounted versions of these cameras to screen large crowds and workforces.

My career in storage began with National Storage almost twenty years ago. The humble beginnings at National Storage in 2001 saw me observe three stores become one hundred and eighty over time. I have also worked in the U.S. for a year with Storman Software and was involved in setting up a two-store portfolio in Melbourne called AustPac located in Richmond and South Melbourne (now Wilson Storage). It has been an unreal twenty years, and now I find myself with my feet firmly under the desk at Sentinel and having a ball. The storage industry is like a huge family. My skill set was predominantly operational management with a passion for sales and customer service, so learning this side of the industry has been very challenging. I am a self storage tragic so feel free to call me about any operational question you may have, as well as anything Sentinel Storage Security related.

It is refreshing to be working in a team that focuses on the same core values and passion that I have, and I still love this industry and am grateful for the friends I have made this far. I look forward to bringing you more security corner snippets over time. l

AUGUST / SEPTEMBER 2020 INSIDER 114

34 | SUPERANNUATION

Current issues impacting your superannuation

By Glenn Harris – Bishop Collins.

ISSUE 1 IMPACTS OF TAKING YOUR SUPER EARLY Your superannuation takes a journey of many years. Not unlike the long journey of raising children, your superannuation savings will face many trials and tests during its journey and even further challenges once you reach retirement (hopefully by then the children have left the nest).

The government’s announcement allowing Australians to participate in the “coronavirus early release of super” was met with an overwhelming response. Within 18 days 745,000 people had registered via MyGov to access their superannuation early.

The government estimates 1.6 million people will access their super early withdrawing a staggering total of $27 billion from superannuation savings. The Australian superannuation

industry believes this number will in fact be closer to $65 billion.

We would like to take this opportunity to urge caution when considering accessing your superannuation balance early. Depending on your age a withdrawal of $20,000 from your superannuation may have a devastating impact on your superannuation balance at retirement.

Based on an annual net return of approximately 5% we estimate the reduction in superannuation balance at a retirement age of 67, by withdrawing $20,000, may look something like Figure 1.

Investment returns may be further diminished from a smaller superannuation balance where you need to cover ongoing insurance premiums. By withdrawing the funds from superannuation you will have also missed out on the significant taxation

benefits of saving in the superannuation environment. Future legislative changes may also restrict your ability to ever be able to put the money back into superannuation.

Rather than withdrawing $20,000 from your superannuation we suggest you consider alternative methods to manage your cash flow as part of the current crisis. This may include accessing your entitlement to government payments and discussing deferral of debt payments with your lenders.

In addition to this we suggest you consider adding to your superannuation on a regular basis if your cash flow permits now or in the future. For as little as the price of a cup of coffee per day an increase in superannuation contributions can have a significant impact on your retirement savings. This is illustrated in the following case study.

FIGURE 1

Current Age Reduction in retirement balance Reduction in annual retirement income

INSIDER 114 AUGUST / SEPTEMBER 2020

20

30

40

50

60

$195,000

$120,000

$75,000

$45,000

$28,500

$9,900

$6,050

$3,800

$2,300

$1,400

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FIGURE 2: IMPACT ON SUPER BALANCE $600,000

Tony is currently 27 years of age and has a superannuation balance of $50,000.

He is considering whether he should withdraw $20,000 from superannuation (option 1) even though he does not desperately need the cash at this time.

After speaking with his financial advisor Tony considered not withdrawing the $20,000 plus contributing a further $5 per day into superannuation ($1,800 per annum) (Option 2).

Figure 2 shows the difference in Tony’s superannuation balance between option 1 and option 2 when he retires.

By selecting Option 2 Tony will have more than $350,000 extra in his superannuation account on retirement than if he selected option 1.

The above example shows it is never too early to learn how your superannuation can work for you so that you can maintain your lifestyle in your retirement.

ISSUE 2 SELF-MANAGED SUPERANNUATION FUND INVESTMENT STRATEGIES We would like to highlight the importance of having a strong and consistent strategy when investing. If you are using or plan to use a Self-managed Superannuation Fund (SMSF), as trustee, you are responsible for developing and implementing this strategy.

Importance of a consistent Investment Strategy A strategy provides a pathway and focus when it comes to making important decisions on where to invest your hardearned wealth. Not unlike a professional athlete, focus, a clear plan and a consistent strategy is critical to success when it comes to investing and building wealth. If your pathway is unclear it is likely you will change strategy too frequently resulting in a poor long-term outcome.

Investors who attempt to “pick the market” have very little room for error.

Consider the following Morning Star analysis. Investors who stayed in the market for the last 20 years (or 5,035 trading days) achieved a compound annual return of 6.1%. However, that

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$500,000 Difference in balance

Case Study

Option 1 $400,000 Option 2 $300,000 $200,000 $100,000

Age

27

37

same investment would have returned 2.4% had the investor missed only the 10 best days of stock returns.

Further, missing the 50 best days would have produced a loss of 5.5%.

Although the market has exhibited volatility on a daily basis, over the long term, stock investors who stayed the course were rewarded.

Commercial considerations…

Using your SMSF as your investment vehicle offers numerous positive commercial outcomes. You will have full choice on individual investments.

This may even include using gearing to acquire property or other investments. (e.g. Commercial property to be used by a related business). With this choice comes flexibility in changing investments depending on individual members circumstances including having members in both accumulation and pension.

Taxation is a significant benefit of having your investment portfolio in an SMSF. Investment income and gains will be taxed at 15% and discounted capital gains at an effective rate of 10%. When your account balance is in pension phase your tax rate will drop to 0%.

The administration costs of an SMSF are fixed and not a percentage of the assets. This means as your fund grows the administration costs decrease. Also, an SMSF provides transparency in relation to administration and other costs.

Compliance Considerations….

Using an SMSF also has significant compliance considerations. As recently as February this year the ATO has provided further detailed guidance on what they expect to see from trustees

47

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of an SMSF regarding documented investment strategies. The days of a boiler plate “one size fits all” template for an investment strategy is unlikely to make the grade. The ATO has provided this guidance clearly to SMSF auditors.

A breach could possibly result in a penalty of $4,200 on each trustee.

The ATO is not a prudential regulator and will therefore not assess the merits of an SMSF investment strategy. However, The ATO will assess trustee compliance with the development and implementation of the investment strategy.

A properly formulated investment strategy is also a strong defence for the trustees and advisers, should investments fail, against potential actions that might be initiated by the ATO or others who have suffered a loss. l

Should you require any further information in relation to your superannuation savings journey or the benefits and responsibilities of operating an SMSF please contact Phil Keenan PhillipKeenan@bishopcollins.com.au or (02) 4353 2333.

Should you require support with your superannuation savings journey or to navigate through the requirements to access your entitlement to government incentive payments please contact us at Bishop Collins on (02) 4353 2333.

AUGUST / SEPTEMBER 2020 INSIDER 114

36 | HR HELP DESK

Redundancy 101

By Cath Grawe, HR Central Communications Officer

M

ost businesses have been (and still are), affected in different ways throughout the COVID-19 Pandemic.

In many cases, sales/business is well down and employees that were busy prior, are now not required to work as much as they did, if at all.

JobKeeper legislation has certainly helped businesses that fit the eligibility criteria, but there are others that do not qualify but still need to change their workforce.

This can be done by agreement in some cases, where an employer and employee can openly discuss the current situation of the business and come to an arrangement that is the best possible outcome for both parties.

But what happens if no agreement can be made? What if this situation has indeed forced the business to change what it does ongoing, and jobs that were once part of the company, are no longer? You may be looking at redundancy.

Here is an overview of what redundancy is and how it works: l Redundancy is when an employer doesn’t need an employee’s job to be done by anyone. l Redundancy is about the job being made redundant, not the person.

So how does a business ‘get’ to a redundancy?

For a ‘true’ redundancy, there needs to be a change/ event that has occurred that is the trigger that means the job is no longer required to be done by anyone.

INSIDER 114 AUGUST / SEPTEMBER 2020

1

THERE IS A TRIGGEREVENT OR CHANGE

For a ‘true’ redundancy, there needs to be a change/event that has occurred that is the trigger that means the job is no longer required to be done by anyone.

Some examples may include: l New technology (e.g. the job can be done by a machine) l Slow down due to lower sales or production, perhaps a worldwide pandemic l Restructure, Merger, Takeover.

2

IF THERE IS A TRIGGEREVENT OR CHANGE, HOW DOES THIS AFFECT JOB/S AND TEAM MEMBERS? l What job or jobs are affected by the trigger event/change? l Which staff members are currently performing those jobs? l If you have multiple people performing a job, how are you going to decide which people will be affected? In this process, be sure not to discriminate against employees it needs to be a business decision.

3

COMMUNICATE TO STAFF

The more transparent you can be in these situations the better. The types of communication you should be looking at are: l Informing employees about changes within the business that may affect their working arrangements; l Providing employees with an opportunity to ask questions; and l Consider all options and alternatives to redundancies, such as redeployment, job sharing and reduced overtime.

NOTE: If your employees are employed under an Enterprise Agreement, there may be specific process that needs to be followed.

4

MAKING THE DECISION

5

FINALISE THE CHANGES

Following the communication phase, decide what change(s) you are going to make. It may well be that the employee agrees to a change of role, a reduction in hours or some other change. It may also be the case that there is no way the team member can remain at the organisation and needs to be terminated due to their position being redundant.

Changes Notice of the agreed changes in position and duties must be given in writing.

Redundancy If you can no longer employ the individual and the position that the incumbent had is no longer viable for the business to maintain, then as this is effectively a termination of employment, you may have to make a final payment to that employee.

This final payment may need to include for example: l Redundancy payment l Payment in lieu of notice l Entitlements (Annual Leave, Long Service Leave etc.)

You should also provide a letter outlining the outcome. l

If you would like any further information call the SSAA Helpdesk 1300 017 722.

Advice.

Awareness.

Connect.

Collaborate.

HR HELPDESK 1300 01 SSAA / 1300 017 722

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SSAA SERVICE MEMBER PROFILES | 37

SSAA MEMBER JLL NEW ZEALAND JLL are one of the world leaders in real estate services. Paul Ben-Nathan has recently moved across from the UK to head up JLL’s Alternatives offering in New Zealand. In the UK, Paul has worked with self storage operators, investors and lenders for over 15 years.

JLL works with the storage industry on many levels from: l Finding suitable sites Identifying suitable sites based on an understanding of the requirements of the self storage industry together with local demographic and economic factors. l Valuations JLL are on the panels of major NZ lenders and can help with valuations for loan security purposes or financial statements. l Sales and acquisitions JLL is keen to help operators build and develop platforms to maximise the values of their assets. l Capital Raising JLL has access to both local and international capital markets to help you grow your business.

Please get in touch with Paul to discuss how JLL can help you develop your business paul.bn@ap.jll.com

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PIONEER PERFORMANCE Pioneer Performance is the latest service provider to become a member of the Self Storage Association. They provide a unique service to the industry offering comprehensive management and development solutions. Their management solutions take the hassle out of the day to day operation of your facility. With no branding requirements and tailoring their strategy for each facility, Pioneer Performance services a range of clients. The management service was created with specific values in mind centered around understanding the needs of their client’s not just those of storage facility customers.

On a foundation of effective communication and transparency, the Pioneer Performance team harness the efficiency of cloud based financial reporting to deliver streamlined, and innovative self storage management. With a diverse skill set including accounting, operations, sales, and property development the team excel in managing all aspects of the business to meet their client’s needs. Leigh Thewlis, National Operations Manager believes that the key to keeping their clients happy is to listen and deliver a tailored service. With each new client Pioneer Performance takes the time to understand their needs in order to develop a specific service offering to meet the client’s individual needs.

Pioneer Performance manage facilities nationally from the East to West coast and work with their clients to develop and manage new and existing facilities. Whether you are an established business wanting a fresh management approach, looking to begin a new development or wanting to step back from the daily grind of operating your facility, Pioneer Performance will create a solution with you.

Contact: pioneerperformance.com.au / ph 1300 857 903

AUGUST / SEPTEMBER 2020 INSIDER 114

38 | NSW NEWS

NSW LAND VALUATIONS

T

he SSAA was invited by the NSW Valuer General to participate in an Industry Survey of land valuations in NSW as at 1 July 2020.

The Valuer General was aware that some sectors of the property market had been more heavily impacted by COVID-19 than other sectors and was seeking the views of industry bodies such as the SSAA regarding the nature of such impacts.

The NSW Valuer General’s survey findings together with the analysis of transactions in the market will inform the Valuer General on the value of such sectors from July 2020. This includes recent sales and sales that were not completed or were put on hold due to COVID-19.

The Association in collaboration with Urbis, David Blackwell and some major industry representatives compiled a thorough submission on issues put forward by the Valuer General.

INSIDER 114 AUGUST / SEPTEMBER 2020

The SSAA’s submission emphasised that demand from self storage customers has been significantly impacted by COVID-19 with most operators reporting a more difficult trading environment.

The SSAA’s submission emphasised that demand from self storage customers has been significantly impacted by COVID-19 with most operators reporting a more difficult trading environment.

The results of our submission will be considered when the 2020 Land Valuations are prepared, but at this stage the full impact and the Valuer General’s final position is not finalised.

The Valuer General’s assessment will apply as at 1 July 2020 and Valuation Notices will be issued in 2021. The SSAA recommends that property

owners in the self storage industry take particular notice of this year’s Valuation Notices. In NSW, Land Valuation assessments issued by the Valuer General will be applied in Land Tax calculations and in the determination of Council Rates.

Owners should be aware that the NSW Valuation of Land Act provides for a right of objection and appeal.

Appeals must be based on specific valuation evidence. Owners should consider obtaining professional valuation advice if they are considering an appeal. l

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FAMILY BUSINESS AUSTRALIA | 39

Changing times for family owned businesses

L

ife has changed. Many family businesses are doing ok, some are struggling, some are pivoting and others are diversifying. Everyone’s story varies as to how they are managing with the fallout of COVID-19 – remote working, reduced capacity to have employees working in one close environment, other places closed for a significant amount of time.

Now, more than ever, families and family business need support. The Government has certainly jumped into supporting family enterprises during this global pandemic.

Since July 2019, the Self Storage Association of Australasia (SSAA) has been in partnership with Family Business Australia (FBA), giving SSAA family business members in Australia and New Zealand the opportunity to become Associate Members of FBA. Family businesses are unique in that the underlying family relationships, belief systems and values underpin business decision making and direction.

Family dynamics and priorities often influence what would otherwise simply be financial or business decisions One of the greatest challenges for families in business is trying to get families on the same page in terms of vision and expectations. This requires very specialised expertise in identifying communication blocks and facilitating effective communication. Often there are competing interests and perspectives to navigate through. The membership aims to provide SSAA family business members with another level of support,to ensure both the business and the family are working together in a way that benefits all parties involved.

Greg Griffith, CEO of FBA said “This partnership means FBA can support and add value to SSAA members, but more importantly it means we have a partner that we can share our service offerings with, to a sector that will truly benefit from what we do”.

For over 22 years, FBA has been supporting families in business to

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UPCOMING COURSES AND WORKSHOPS FOR SSAA MEMBERS Family Business Essentials (online) August 2020 and February 2021.

SSAA members receive complimentary attendance for one family member.

Planning Succession for Family Business Course (online) October-November 2020.

SSAA members are eligible for a 10% discount.

see them thrive and prosper through generations. FBA delivers a series of education and professional development programs and provides access to specialised advice and an invaluable support network of like-minded people with similar experiences.

As an Associate Member, you will gain access to the ‘A family-owned Australian business’ Emblem, receive complimentary attendance at FBA’s Family Business Essentials course for one nominated member from your

business and Meet the Owner events, plus a wide range of exclusive memberonly benefits.

FBA serves over 3,000 family business members and advisors and understands the vital role they play in the global economy. Their main aim is to empower family owned businesses and provide the tools necessary to thrive in the future. l

For more information email membership@familybusiness.org.au, call 1800 249 357 or head to familybusiness.org.au

AUGUST / SEPTEMBER 2020 INSIDER 114

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 Storage Systems Jason Keane T: +61 3 9988 2035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: +61 3 9554 5600 E: vbm_vic@visy.com.au www.visyboxesandmore.com.au Branches across Australia and New Zealand

CLEANING Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

FREIGHT Jetta Excess Baggage Pty Ltd Lyle Honess T: 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au

LOCKS ASSA ABLOY Peter McLean T: +61 2 8745 7016 E: peter.mclean@assaabloy.com www.assaabloy.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

INSIDER 114 AUGUST / SEPTEMBER 2020

PRINTING Homestead Press Joe Barbaro T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

STORAGE AUCTION iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au

TELECOMMUNICATION URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com A-Line Construction Jerry Garton T: +64 1 1242 0063 E: jerry@alineconstruction.co.nz www.alineconstruction.co.nz –––––– Austra Energy Project Johnny Kim T: +61 3 9314 4746 E: info@austraenergy.com.au www.austraenergy.com.au –––––– Beach Construction NSW Pty Ltd Skye Reardon T: +61 2 9550 9199 E: sreardon@beach.com.au www.beach.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 –––––– 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 Travis Morgan 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 Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au –––––– Taurean Door Systems Adrian Valente T: +61 3 9721 8366 E: adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

FINANCIAL SERVICES Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au –––––– Moore Markhams Sam Bassett T: + 64 9 306 7103 E: sam.bassett@markhams.co.nz www.markhams.co.nz

HR SERVICES 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

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TRADE DIRECTORY | 41 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 Orbitz Elevators Justin Lee 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 Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au –––––– Pioneer Performance Leigh Thewlis T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au –––––– Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au –––––– 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

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OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au

REAL ESTATE & VALUERS Box Commercial Estate Agents Robert Stanley-Turner T: +61 4 1898 2000 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 –––––– Fallon Valuers Martin Fallon T: +61 3 9674 0374 E: martin@fallonvaluers.com.au www.fallonvaluers.com.au –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Jones Lang LaSalle Paul Ben-Nathan T: +64 9 366 1666 E: paul.bn@ap.jll.com www.ap.jll.com –––––– m3property 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 www.m3property.com.au –––––– Urbis Linda Sharkey M: +61 410 902 116 E: lsharkey@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS EZIDEBIT Renee Williams T: +61 7 3124 5500 E: sales@ezidebit.com.au www.ezidebit.com

STORMAN NEW ZEALAND Andy Shaw 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 www.centreforceit.com.au –––––– Podium Taylor Cutler T: +61 478 180 191 E: taylor.cutler@podium.com www.podium.com –––––– Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au

STORAGE CONTAINERS BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– Flex Box Ltd Lene Nielsen T: 852 2881 0856 E: ln@flex-box.com www.flex-box.com –––––– Havener Enterprises Alan White E: alan@havenerent.com www. portablestoragebox.com –––––– Quickbuild Containers & Sheds Phil Tindle T: + 64 2 196 7604 E: sales@quickbuild.co.nz www.quickbuild.co.nz –––––– 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 Pudmenzky 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

STORMAN AUSTRALIA Andy Shaw T: +61 7 3319 1522 E: sales@storman.com www.storman.com

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42 | NEW MEMBERS FACILITY MEMBERS Hannan Removals & Storage 20 Cove Drive Moama 2731 NSW T: +61 3 5482 3528 E: bretthannanremovals andstorage@gmail.com –––––– Driving Wheels Transport Storage 2 The Abbey Place Caboolture 4510 QLD T: +61 412 134 889 E: m.thauer@rezesgroup.com.au –––––– Sunderland Street Storage 18 Sunderland Street Moonah 7009 TAS T: +61 418 129 500 E: shane@pritchardconsultants.com –––––– Storage King Port Macquarie 152 Lake Road Port Macquarie 2444 NSW T: +61 2 6581 2228 E: larry@nomocobull.com.au –––––– Jamestown Storage 48 Wenhamns Road Jamestown 5491 SA T: +61 400 919 176 E: admin@riceelectricalcontractors.com.au

ADDITIONAL FACILITIES Somerset Storage 268 Murchison Hwy Somerset 7322 TAS T: +61 3 6435 0394 E: manager@somersetstorage.com.au –––––– Store it Secure Shed 3-6 Quinns Hill Road East Stapylton 4207 QLD T: +61 422 279 767 E: storage@storeitsecure.com.au –––––– Portland Secure Storage 153 Browning Street Portland 3305 VIC T: +61 488 994 212 E: info@portlandsecurestorage.com.au –––––– Kennards Self Storage Thomastown 187 Settlement Road Thomastown 3074 VIC T: +61 3 9465 9624 E: thomastown@kss.com.au –––––– Self Storage Australia Edinburgh North 21 Peachey Road Edinburgh North 5113 SA T: +61 8 8369 0300 E: edinburghnorth@selfstore.com.au

GET A SSAA FLAG FOR FREE WITH EVERY PURCHASE OF AN AUSTRALIAN OR NEW ZEALAND FLAG.

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.

As a SSAA member, you are required to follow the Code.

1. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

2. Members will treat all employees, customers and visitors to the site with respect.

3. Members will promote the positive image of the industry through ethical and honest advertising and business practices.

4. Members will undertake to report any suspected criminal activities to the relevant authorities.

5. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business.

6. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement.

7. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices.

8. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

INSIDER 114 AUGUST / SEPTEMBER 2020

Visit the SSAA Shop to make your purchase or contact the SSAA Office.

Australia: 1800 067 313 New Zealand: 0800 444 356 Offer valid for a limited time only

www.selfstorage.org.au

SSAA CONVENTION 2020 RESCHEDULED E NEW DAT

9 – 11

MARCH 2021

Given the evolving situation and exceptional circumstances surrounding COVID-19, we wish to reach out to you with an update regarding the SSAA Convention 2020 After much consideration from the SSAA Board and convention committee, taking into account the most up to date information from Federal and State government authorities in Australia, we wish to advise that we have rescheduled the SSAA CONVENTION 2020 due to be held in August 2020 to 9-11 March, 2021 We are disappointed that we have had to make this decision, however the safety of our members and the community is our main concern and first responsibility during this time. We have not made this decision lightly as this is our largest event in the SSAA calendar.

Pullman Melbourne On The Park #SSAA2020

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