Edition 117 - February / March 2021

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

Martin Coote

Lock Distributors, New South Wales

Ned Coten

City West Storage, Victoria

Wayne Dade

Glenelg Self Storage and Western Self Storage, South Australia

David Daddow

Able Self Storage, South Australia

Hans Pearson StoreLocal Group, Australasia

LIFETIME MEMBERS

Mark Bateman

Frank Cooney

Elaine Coote

Liz Davies

Dallas Dogger

John Eastwood

Simone Hill

Neville Kennard

SSAA

STAFF

Susan Phillips CEO

Sandra Evans Office Manager

Vanaja Thomas Membership

Andrea Bowman Paralegal

Bryan Furtado

Sam Kennard

Bob Marsh

Jim Miller

Jon Perrins

Phil Robbie

Mark Snooks

Richard Whalan

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

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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 All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’.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.

Ivor Morgan, Chairman SSAA

Welcome to the first edition of the Insider for 2021. With 2020 now behind us I am looking forward to a positive and prosperous year ahead. We all now live in Covid normal times with guidelines and restrictions around how we go about our business, sometimes changing daily based on one’s location. The Association has been on the front foot with this and continues to adapt and deliver timely advice to all members.

The Association was keen to return to pre Covid times ASAP and even considered trying to deliver a face-toface convention to offer the in-person socialisation and networking that we have all missed. After careful consideration we have pushed ahead with events that we can be sure to deliver on for the benefit of all members. This being said at the time of writing the final touches are being put on the LEOTY (Learning Event of the Year) which is our version of an online convention.

The LEOTY will deliver some fantastic content and the opportunity

for service members to market to a wide audience of potential customers. Covid has brought about increased engagement between the Association and facility members seeking assistance to establish new facilities or expand their current portfolios.

This is where the Virtual Trade Show provides the perfect platform and opportunity for this. The SSAA have adjusted the pricing to make this an affordable event for trade exhibitors and facility members alike. With strong membership renewal this year and member enquiry at its highest rate ever, there has never been a better time to get involved. Service members please contact marketing @selfstorage.com. au to secure your trade stand.

Since my last column we have held the first ever online AGM. This was well executed in a studio and provided helpful insights to assist with the smooth running of the LEOTY. We were also able to host a small group of members at this event (Covid compliant) and it was great to see some friendly faces for the first time in several months. l

Susan Phillips, CEO SSAA

Festivities and summer holidays are fast becoming distant memories and thankfully so is 2020. However, there are some upsides from 2020 (the year that wasn’t). Many of us have had the opportunity to learn new skills or polish up on skills that we already had but were not using. Some have had to learn to live more closely with our nearest and dearest. Parents became school teachers overnight. We were travelling less and saving more. Storage became popular as the need for more space at home grew. Our Association reached out to members through webinars and the online Industry Week.

2021 is here and SSAA Convention has had a name change for this year. On the 9-10 March, we will deliver online, the Learning Event of the Year – LEOTY. We have researched extensively to come up with the best solution we possibly can, given the current circumstances with travel restrictions and the ever-changing COVID landscape. Over 2 shorter days, there will be 20-minute insightful presentations delivered in various formats including pre-recorded, live streaming, in-person and panel discussions. We will be broadcasting the event from a studio in Melbourne. There will be the opportunity for some to attend the event in the studio, subject to the physical distancing rules in place at that time.

Our expert presenters come from all around Australia, New Zealand, USA and Asia. Some of the session topics include:

l Leading, innovating and thriving amidst transformative times

l Managing your customers digital expectations

l Dynamic pricing/revenue management

l One simple tool to increase your self storage sales conversions

l The power of good communication

l Hot Topics from the Legal Desk

l Launch of the Storage Marketing Indices

l Self Storage of Tomorrow

l and many more.

The new format offers the opportunity for so many more facility owners and all their staff to participate from wherever you are. You do not need to fly, you do not need to pay for accommodation, you do not need to employ temporary staff to cover for your absence from the office.

Maximum learning, minimum cost. We have priced the tickets accordingly and this allows for a group buy so that you and your team can gather in the one meeting room. In other words, group training streamed live to your facility. Each session will be followed by a live Q&A.

The SSAA team are really excited to bring this newly styled event to a screen near you.

See you online

Susan Phillips

Launch of the Online Industry Training

The SSAA are pleased to announce the launch of Online Industry Training. Online Industry Training replaces the former face-to-face legal sessions that were conducted once a year in most capital cities in Australia and New Zealand. There are six updated agreements relating to the Australian industry which have been reviewed by external legal consultants on which the training is based. As soon as the NZ agreements are updated the modules that require customisation for NZ members will be completed and released.

The modules are:

Course A: Getting started

Course B: About self storage

Course C: Storage agreements

Course D: Hire agreements

Course E: Signing up personal storers

Course F: Signing up companies

Course G: Privacy and handling personal information

Course H: Accessing a storer’s unit

Course I: When a storer defaults on payment

Course J: Selling or disposing of a storer’s goods

Course K: Terminating an agreement

Course L: Managing a deceased storer’s unit

Members are encouraged to trial the first two training modules free of charge.

The other modules will be available as a bundle for purchase through the SSAA Shop for $200.00 per person. To encourage learning for all team members in your business discounts will apply. Details will be available in the SSAA Shop.

Each module will take approximately 15 to 30 minutes to complete and will be accompanied by handy Quick Reference Guides.

Certificates of Completion will be provided for the participant.

Southwell Service & Modernisation

Refurbish your old hoist - For a free assessment contact 02 4655 7007 or email service@southwell.com.au

Southwell Engineering doesn’t just engineer market-leading lifts and hoists. Our experienced team of technicians can make tired and broken-down hoists work better than they did brand new. We can also add new functionality more cost-effectively than installing a replacement.

Southwell’s expert technicians will bring back ‘as new’ functionality to your lift

Upgrade from goods-only to goods plus personnel and disabled access to meet the latest codes NCC/BCA, WHS Standards at a fraction of the cost of a new hoist

Enhance your lift communication system to GSM standard for better workplace safety

Switch out manual doors to an electric roller door for efficiency and ease of use

Quick turnarounds for reduced downtime

Guaranteed and maintained by Southwell Lifts and Hoists with 100% parts backup

Problem Solution

Existing hoist manufactured in 1993 and with manual doors. Its mechanical door lock was broken beyond repair, the part discontinued and the old electrical controls did not meet the new codes.

Southwell upgraded the existing manual doors to powered doors to provide their storage clients with easier automated more lift-like operation. We also painted the hoist and gave its facade a much-needed facelift.

Southwell Engineering - Since 1945

Southwell is a proud, family owned company. Since 1945 we’ve been engineering, high-quality cantilever and scissor products in-house here in Camden, New South Wales, delivering and installing them around Australia and the world. We design registered one of the original Australian hoist designs and we’ve continued to innovate, with creations like our Car Lift with Integrated Turntable.

CHRISTMAS CHEER IN NSW

Storage King Marsden Park, In New South Wales, (which is managed by Pioneer Performance) has been working with Bikers Hand for the past 12 months. They have donated 2 free units over this time along with merchandise and truck usage.

Over the Christmas period the units were filled with 104 hampers made for a Christmas Party. All ready to help some families over the Christmas break.

NSW PRIDE HOCKEY TEAM ANNOUNCE NEW PARTNERSHIP WITH KENNARDS SELF STORAGE

The NSW Pride are pleased to announce Kennards Self Storage as their new Gold Tier Major Partner. Through the partnership, Hockey NSW has also been able to secure a number of storage spaces across NSW, which provides greater accessibility for regional staff and will reduce rental costs at their head office. A saving that will be passed on to members and which will help to improve programs and offerings across the State.

Announcing the deal, Kennards Self Storage CEO, Sam Kennard said: “When I was approached by David to consider sponsoring the NSW Pride, I jumped at the opportunity to be involved with team and join forces with our business.”

“I have a strong, personal connection with hockey. All three of my daughters play the sport in Sydney and I thoroughly enjoy watching their games. Although I have never played personally, I admire the sport of hockey greatly and enjoy supporting our fantastic National teams.”

“The NSW Pride are one of the top teams in Hockey One and I’m looking forward to supporting the athletes and attending many games over the next three seasons.”

HUNT & HUNT SUPPORTING THE 2020 VINNIES BATHURST COMMUNITY SLEEPOUT

Hunt & Hunt was pleased to field a team of 6 lawyers from their Sydney office, who participated in last year’s Vinnies Community Sleepout in support of the Bathurst community and their longstanding client, St Vincent de Paul Society NSW.

Hunt & Hunt particularly decided to focus their efforts to raise funds for the Bathurst community, in supporting John Therry House. John Therry House is a new homeless persons and women’s refuge in Kelso and will be operated by Vinnies. This will provide essential support for those in need and seeking assistance in the Bathurst region.

At the time of writing, the Sleepout for the Bathurst Community has raised $11,906.05, exceeding its target of $10,000.00. Across the state, $140,678.32 has been raised to date, over and above the initial goal of $140,000.00 to help Vinnies continue providing a helping hand across the state.

Kennards Self Storage and the Special Olympics

Kennards Self Storage has donated spaces in their facilities in New South Wales, South Australia, Queensland and Victoria to help Special Olympics Australia store their sporting equipment. ______________

National Mini Storage have expanded National Mini Storage are now bringing even more storage solutions to New Zealanders. Early November they opened their new Papakura branch 315 Great South Road, Takanini, Auckland.

RELIABLE, HIGH SECURITY PADLOCKS FOR YOUR CUSTOMERS

Lock Distributors have been distributing and developing security for self-storage since 1986.

Protect your business and lock into profits using our top quality products, friendly customer service and unparalleled expertise.

BRIEFS

PTI strategic partnership

PTI Security Systems, the global leader in access control technologies for the self storage industry, announced late last year, a new strategic partnership with Storage Security PTY LTD, increasing their footprint across Australasia. The new arrangement unifies two influential security providers’ efforts in further supporting the growth of self storage throughout Australasia.

SSAA 2020 AGM – 26 NOVEMBER RICHMOND, MELBOURNE

The SSAA AGM was a little bit different this year. Members of the Board presented to attendees online and in-person down stairs. Attendees in person viewed the presentation from a comfortable setting at the premises and were joined later by the Board members for a networking function.

Other SSAA Members logged in and viewed the presentation remotely. All in all it was a very successful evening with everyone in Melbourne very happy to be face to face again.

Brent Hayes Store – More Self Storage, Susan Phillips, Shay McQuade – USC.

Ned Coten – Sunshine Self Storage, Craig Salter – Action OHS and Martin Fallon – Fallon Valuers.

Sam Kennard – Kennards Self Storage, Ivor Morgan – SSAA Chairman, Linda Sharkey – Cushman & Wakefield.

SSAA AGM Attendees watching the live presentation.

SSAA Team.

SSAA AGM 2020 Attendees.

SSAA 2020 AGM Virtual meeting set up.

STATE OF THE INDUSTRY 2020

MARKET HIGHLIGHTS: SUPPLY SIDE

The Market section of State of the Industry 2020 explores the self storage market, examining trends in demand and supply across the industry.

Aconsiderable amount of supply has entered the market in recent years, with a solid pipeline of development and expansion activity set to see this growth continue into 2021 and beyond.

Self storage as an asset class remains an attractive investment opportunity, particularly when compared to other real estate offerings. The sector continues to generate investment interest from both institutional and private investors,

as interest grows in alternative asset classes and returns compare favourably to traditional real estate offerings (despite some recent softer operating conditions).

Interest from new entrants, existing developers and storage operators is evident across all major self storage markets. There are strong correlations between new developments and forecast population growth clusters which, if growth continues, should help absorb new supply and limit impacts on existing facilities over time.

NEW SUPPLY

Looking at the supply data from 2018 and forecasting known development activity out to 2022 and beyond, the extent of proposed new supply becomes increasingly evident.

A review of supply trends across Australian east coast capital cities illustrates the increase in supply, with the rate of increase in new facilities having doubled since 2018. In 2018, the east coast market was growing by 1.5% with new supply, whereas the 2020 rate of growth is 2.7%. This rate is forecast

COAST CITIES – NEW SUPPLY (BY NO. OF FACILITIES)

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Existing Proposed

to reach 3.6% in 2021 and could surpass 4.0% in 2022 if all planned developments proceed. In addition, storage supply is also increasing across markets as established facilities expand and build-out project stages.

Whilst the sector continues to generate investment interest and new supply continues to be built out, the equilibrium between demand and supply may tend towards oversupply in some localised areas. Operating performance in these areas is likely to remain constrained until growth

in demand or a change in market fundamentals restores the balance.

SUPPLY HOT SPOTS

There are strong correlations between new developments and forecast population growth clusters.

The full State of the Industry 2020 report contains forecast population growth heat maps overlaid with the location of proposed self storage facilities. Whilst these population growth forecasts were formulated prior to COVID-19, the impacts are

expected to be felt in the short-medium term given the reduced levels of migration to Australia.

The maps generally demonstrate the correlation between development activity and forecast population growth. Brisbane is the only exception, where facilities are generally clustered in the south eastern suburbs where there is no evident population growth trend.

In the Sydney market new proposed facilities are generally clustered in the North West Growth corridor and Homebush/Lidcombe areas.

EAST

The result in this example is less fragmentation with 'other' or non-major owners in this particular market reducing from 67% of market share to 47% of market share. Interestingly, total supply increased by approximately 53% over this period.

[design note – ideally maps are side by side to enable readers to compare/illustrate the growth]

In the Melbourne market, new proposed facilities are generally more spread out and concentrated to the north and west, with no significant supply clusters.

DEVELOPMENT ACTIVITY

New developments have primarily been driven by existing operators looking to expand their existing portfolios and turn-key developers who are selling facilities on completion to existing operators.

New self storage development under construction is primarily being undertaken in the population growth centres of Sydney, Melbourne and Auckland.

Sydney has the largest amount of new self storage developments with seven new facilities under construction. Once complete these new facilities will add approximately 3,730 new units to the Sydney market. Auckland currently has four facilities under construction, adding approximately 3,200 units to that market. Melbourne also currently has four facilities under construction, adding approximately 1,850 units to that market.

SPOTLIGHT: INDUSTRY CONSOLIDATION – INNER MELBOURNE EXAMPLE

The self storage industry has, for many years, been considered highly fragmented when compared to other forms of real estate asset classes. A trend of industry consolidation has

WITH THANKS TO OUR GENEROUS INDUSTRY PARTNERS:

been occurring across the market, with top tier (institutional type) investors and strong second tier investors expanding their portfolios via acquisition and new development. Patterns in facility acquisitions show a clear focus on consolidating operations in key self storage markets – generating operating efficiencies, economies of scale and increased marketing impacts.

SPOTLIGHT: INNER MELBOURNE

An example of the impacts of industry consolidation can been seen in Melbourne’s south-east, where National Storage REIT has acquired eight operating self storage facilities within a 15-kilometre radius over the past five years, representing 12% of market share. Fellow Brisbane-based investor group StoreInvest has acquired three operating facilities, while local

owner-operator Wilson Storage has significantly increased its portfolio in the same area, growing from 2% to 14% market share.

The result in this example is less fragmentation with ‘other’ or nonmajor owners in this particular market reducing from 67% of market share to 47% of market share. Interestingly, total supply increased by approximately 53% over this period.

The next State of the Industry 2020 feature will explore consumer profiles, purchasing behaviour and perspectives.

State of the Industry 2020 highlights changing fundamentals in an industry full of opportunity. l

To read the full report and discover insights and opportunities for your business, login to your SSAA member portal.

Proposed Facility

FLOODS IN NAPIER NEW ZEALAND

In 1931 Napier, New Zealand was listed in the record books as the seaside town that was hit by an earthquake. The town was rebuilt and is now known as the Art Deco capital of New Zealand.

2020 is another year which will go into the Napier record books, as on the 9 November there was a one in a 250-year flood. Four months’ worth of rain fell in a few hours and water was over a metre deep in the streets as the stormwater drains couldn’t cope. A local state of emergency was declared as the widespread floods caused landslides, power cuts and 3,000 homes were evacuated.

SSAA member, All Secure Self Storage, was one of the many businesses affected by the flooding. However, they were able to fare better than most as the original building was built above the road level.

As reports on the extent of the flooding in Napier became known early in the evening, the manager and head office staff were constantly checking the security cameras at the facility. The water levels in the town kept rising, and it became evident there was some water penetration into the building.

The facility manager and staff member returned to the facility as quickly as possible, to establish the extent of the

water and what resources would be required to mitigate the damage. The maintenance officer who looks after the Central North Island left Taupo an hour and a half away, arrived to start work on the recovery at the facility.

The General Manager, the Operations Manager and the Maintenance Officer, immediately started to gather resources, including wet and dry vacuums, pumps and other equipment that would be required. They left Auckland as quickly as possible for the five-hour drive to Napier.

After arriving in Napier, they got to work immediately, removing as much of the water as possible. While doing so, they worked on an Emergency management plan to let the customers know of the situation, how best to assist them with their concerns and to establish what additional resources were required.

The next morning, the CEO, Keith Edwards drove down from Auckland with a van load of packaging material, and the Director, and the Palmerston North Manager travelled to assist with the clean-up and to assist customers.

As customers arrived to view their units, they were met by one of the team members and escorted to their unit. If applicable, a photo was taken of the unit, for insurance purposes. A team member was also on hand to remove any water that may have been still in the unit, and if necessary, an alternative unit was offered to assist with their clean up. Packaging material was offered, at no charge, to those that needed it, to replace waterdamaged boxes and packaging material.

An additional 30 cubic metre bin was ordered for the material that was being disposed of which was filled and replaced several times over the next few days.

Customers were kept up to date with the situation as it evolved. By day three, those that had not been in touch or viewed their units were personally contacted to establish what steps they wished to take.

THE OWNERS AND DIRECTORS WOULD LIKE TO THANK THE ENTIRE ALL SECURE TEAM FOR THEIR SUPPORT AND MANAGEMENT OF THIS CHALLENGING SITUATION. THE TEAM TRULY EMBRACED THE CORE VALUES OF THE COMPANY.

During the clean up an espresso coffee cart was ordered and arrived to supply the customers with free coffees to keep their spirits up, while they dealt with their clean-up. The Cookie Time franchisee, who are customers at the facility, also supplied boxes of cookies to go with the coffees, at no charge. The customers and staff appreciated this. l

All Secure would like to thank Aaron Alsweiler, General Manager from Safe Store in New Zealand who offered an ear and shared their disaster recovery experience which he had and considered a good outcome in the face of tragedy. This included some documents, processes and also Safe Store’s philosophy of helping customers and staff to get through as best they could. Aaron said, “It is what we need to do as an industry to ensure that we are not perceived as the bad guys when things like these, which are beyond our control, occur, and it certainly seems as though the All Secure team have done a great job and we wish them, and their customers, well.”

IMAGES COURTESY OF JOHN COWPLAND/STUFF

AFP and the SSAA partnering against crime

What are those unusual smells coming out of that storage unit? Why does security footage show a lessee dropping in at such strange hours? Why are they reluctant to provide bank account details, preferring to pay cash instead? And why did they show foreign ID documents when you requested an Australian drivers’ licence for contract documents?

Is something not adding up with a client at your self storage business? Is it worth having a second look? Is it worth considering passing on to the Australian Federal Police (AFP)? The answer is yes.

As Australia’s national policing agency, the AFP’s mission is to protect Australia and Australian interests. The AFP reduces criminal and security threats by preventing, deterring, disrupting and investigating crimes of Commonwealth significance, such as transnational serious and organised crime – including drugs, firearms importations, trafficking and money laundering – and terrorism, foreign interference, child exploitation, fraud and corruption and cybercrime.

The AFP has strong relationships with private sector industries that are more at risk of being exploited by those involved in serious and organised criminal activity. This includes the self storage industry, which can be a target for criminal activity when facilities and services are used to distance criminals from criminal conduct.

Storage units can be used for storing illicit goods such as drugs, clandestine laboratory equipment, firearms, cash and hazardous chemicals. They can also be used to conceal criminal activities such as manufacturing counterfeit currency or false identity documents. The concierge services you may offer, including the collection of parcels and receiving delivery of shipping containers which can contain illicit goods such as drugs, can be exploited by criminal syndicates.

CASE STUDY 2 –OPERATION SPALFORD

In January 2020, the Victorian Joint Organised Crime Taskforce (JOCTF) commenced Operation SPALFORD after 154 kilograms of Methamphetamine (also referred to as ice) was located inside 19 tonnes of silver concentrate imported into Australia in a shipping container. The container above was delivered to a storage facility in Burwood, Victoria where it is alleged a foreign national, who had rented space at the facility online, attempted to access the drugs over several days.

CASE STUDY 3 –OPERATION DIAMONDBACK

Between 2012-2013, the Victorian JOCTF conducted Operation DIAMONDBACK, targeting an international organised crime syndicate who were importing chemicals used to manufacture ice concealed in vanilla powder into Australia. This

investigation resulted in the arrest of eight foreign nationals and the seizure of more than 200 kilograms of illegal chemicals. It is alleged that storage units were being used to facilitate delivery and storage of the illegal chemicals, with no less than nine storage units across three states identified as being used by the syndicate.

YOU CAN HELP US, WE CAN HELP YOU

Do not let organised crime groups exploit you. You can protect your business, staff, assets and reputation by being alert to these suspicious behaviours. Minimise your risk by partnering with us to disrupt, dismantle and combat serious and organised crime by reporting suspicions of criminal activity to Suspicious-behaviour@afp.gov.au. l

Case study 1 can be found on page 9 of Insider 115.

OPERATION SPALFORD OPERATION DIAMONDBACK

YOUR FACILITY YOUR BRAND

A

NEW

We provide management services to self storage facility owners wanting to use an existing or new brand name.

OUR TEAM OUR RESPONSIBILITY

ALTERNATIVE

We can take on the responsibility for managing some, or all, of the operations of your self storage facility 365 days a year.

For facility owners in Australia

For facility owners in Australia

EXPERIENCE IS EVERYTHING

We are experts through experience with over 20 years building and operating self storage businesses in Australia from the ground up.

Providing complete 3rd party self storage management services to independent, single and multi facility owners. From experience comes wisdom.

Providing complete 3rd party self storage management services to independent, single and multi facility owners. From experience comes wisdom.

SELF STORAGE Management Services

SELF STORAGE Management Services

OUT PERFORM

YOUR FACILITY

YOUR

YOUR FACILITY YOUR BRAND

We provide management services to self storage facility owners wanting to use an existing or new brand name.

TEAM

OUR TEAM OUR RESPONSIBILITY

We can take on the responsibility for managing some, or all, of the operations of your self storage facility 365 days a year.

IS EVERYTHING

EXPERIENCE IS EVERYTHING

We are experts through experience with over 20 years building and operating self storage businesses in Australia from the ground up.

PERFORM

OUT PERFORM

Ct

and Training

2020 was a bumper year for our industry. Take-over bids, buy outs, huge portfolio transactions and significant rebound– there may never be another year as unpredictable and opportunistic as 2020.

Despite the challenges and disrupters of the year, the self storage market had an incredible story of resilience and agility - and a more positive end than many other sectors.

Over half a billion dollars of self storage transactions were negotiated throughout 2020 making it the biggest year for transactions to date.

Prime capitalisation rates sharpened between 75-100 basis points across 2020 – unparalleled with any other 12 month period. The capitalisation rate spread between the once unconventional asset class of self storage and the ‘safe’ traditional asset classes is swiftly diminishing.

THE YEAR THAT WAS

The strength of our market has created a new wave of demand for self storage assets. Over $700 million of capital raising was announced by the institutional owners in 2020. We have seen new investors emerge to acquire self storage portfolios. Overseas interest is on the rise. Our local market is now a global attraction.

2020 brought change for our team also. Hugh Davies, Patrick Mulcahy and I joined global real estate firm Cushman & Wakefield, market leaders of self storage valuation and advisory across the USA and Europe. We have joined an exceptional team of 2,000 valuers and over 53,000 employees globally, across valuation, capital markets, property, facilities and project management, leasing, due diligence and more, covering all asset classes and specialities.

Using this platform, we will continue to service the Australian and New

Zealand self storage market through valuations, market research, supply and demand studies and transaction management, while staying ahead of what’s next for our industry. We are pleased to announce that David Blackwell will continue to work with us through consultancy and transaction management at Cushman & Wakefield.

We will continue to keep you informed on the market through the SSAA. Also, keep an eye out for our soon to be released Self Storage Market Measure publication.

Hugh, Pat and I thank you for your continued support as we all embrace what this year will have in store for our industry. l

By Linda Sharkey, Divisional Director – Self Storage, Cushman & Wakefield

Linda Sharkey

Hugh DaviesPatrick Mulcahy

Storman Cloud provides seamless access control integration

where they simply tap their phone to gain access to the facility and their unit.

“The wealth of knowledge within the Storman team made our partnership and the successful implementation of this industry-first integration so easy”. Ben Parsad – Steel Storage Nokē Smart Entry

USING TOMORROW’S SELF STORAGE SOFTWARE TODAY Storage Investments Australia designed and built the Minchinbury NSW and Coburg North VIC Storage King facilities, focused on providing state-of-the-art technology for customers.

When considering access and security solutions for their new facility in Minchinbury New South Wales, Australia, the team at Storage King decided to embrace the future of access control and install the Nokē smart entry system. The Nokē smart entry system delivers a new standard of security and automation for self storage businesses.

Storage Investments Australia designed and built the new Storage King Minchinbury NSW facility with a focus on providing state of the art technology for Storage King’s customers.

For more than 20 years, Storage King have used Storman Software to power their storage operations.

A SEAMLESS INTEGRATION BETWEEN STORMAN CLOUD AND NOKĒ

When considering access and security solutions for their new facility in Minchinbury NSW, the team at Storage King decided to embrace the future

of access control and install the Nokē smart entry system.

The Nokē smart entry system delivers a new standard of security and automation for self storage businesses and enables customers to access their storage using their smartphone.

For more than 20 years, Storage King have used the Storman platform to power their storage operations.

Storman was delighted to partner with Steel Storage, who have recently brought the Nokē smart entry system to the Australasian market. The partnership developed a state-of-theart integration between Storman Cloud and Nokē, that would be a true cloud-tocloud solution for Storage King.

Bringing together the best in software development and industry experience, Storman’s local team developed a seamless integration between Storman Cloud and the Nokē smart entry system, sharing information securely and instantaneously.

The result is an integration that provides a great experience for storers,

The team at Storage King Minchinbury have now swapped padlocks and keys for a simple digital interface that automates lock checks and overlocking processes.

Perhaps best of all, the move-in process has been fully automated, allowing the facility to capture more after-hours rentals and provide a superior customer experience.

With seamless integration and no software needed on site, Storman Cloud and the Nokē smart entry system have enabled Storage King Minchinbury to bring forward the future of self storage.

“The Nokē smart entry system has changed the way we operate - it’s so much more efficient and convenient for us and for our customers. Storman were an essential partner in this process and we were delighted with how well they supported us and how quickly they completed the integration”.

Ashleigh – Storage King Minchinbury

Storman is pleased to announce that this integration is now available to all Storman Cloud customers. l

Storman Cloud, integrated with the Nokē smart entry system, revolutionised Storage King Minchinbury’s customer experience.

SSAA LEARNING EVENT OF THE YEAR

MONDAY 8 MARCH 2021

1:00-2:00 pm – COFFEE, CHAT & CONNECT

Ever tried to log into an online event and couldn’t? The video or sound didn’t work? Or just unable to submit your questions? We’ve got it sorted…! In readiness for the Online Learning Event of the Year, between 1:00 pm – 2:00 pm AEDT, the event technical team will be on standby to answer all your questions and ensure you are event ready.

It is essential to check that you can access the online system without any technical glitches before the event.

During this 1-hour online interactive session you can explore the virtual trade area and schedule meetings with exhibitors. In addition, you will hear from Susan Phillips, CEO who will take you through all things #LEOTY

TUESDAY 9 MARCH 2021

10:00 am – INTRODUCTIONS – Andrew Klien

10:10 am – SESSION 1

TOPIC – Leading, innovating and thriving amidst transformative times.

FORMAT – Recorded presentation/live Q&A

SPEAKER – Ashley Fell

MODERATOR – Andrew Klien

DESCRIPTION – When times of crises are forced upon us, how do we respond, adapt and lead for the better? In this session, Ashley Fell will explore the megatrends transforming Australia, discuss the key implications of these changes and how the storage industry, through collaboration, innovation and adaptation, can thrive in these times of change.

10:40 am – SESSION 2

TOPIC – Innovation - Managing your customers digital expectations.

FORMAT – Studio interview / live Q&A

SPEAKER – Guy Wilson & Keith Edwards

MODERATOR – Susan Phillips

DESCRIPTION – Global companies such as Apple, Uber & eBay are training your customers to expect an extremely smooth & efficient digital experience. If you are not investing time and effort into making your customer interactions quicker & easier, you are not meeting your customers’ digital expectations. Listen to how Fort Knox Self Storage and All Secure Self Storage have managed to meet their customers’ expectations yet maintain a personal approach.

11:10 am – COFFEE BREAK

11:20 am – SESSION 3

TOPIC – State of the Industry 2020: Practical insights and opportunities for your business

FORMAT – Recorded presentation / live Q&A

SPEAKER – Makala Ffrench Castelli

MODERATOR – Andrew Klien

DESCRIPTION – Join Makala Ffrench Castelli as she journeys through the research from State of the Industry 2020, uncovering practical insights for you to consider in the context of your own business. Taking her cues from the metrics and measures highlighted throughout the report, there will be opportunities to explore for operators and suppliers alike.

11:50 am – SESSION 4

TOPIC – One simple tool to increase your self storage sales conversions.

FORMAT – Recorded presentation / live Q&A

SPEAKER – Jacqui Scott

MODERATOR – Andrew Klien

DESCRIPTION – In this session Jacqui will guide you through a high impact way to open any conversation with a potential client on the phone, email, or face to face. Using this tool will give you control of the sale, make them trust you quickly and let them know you are ALL about them and that you know what you are doing! This has increased conversions not just in the self storage space but in hundreds of other industries. At the end you will have the chance to ask Jacqui questions so you can hit the ground running when you get back to work!

12:20 pm – SESSION 5

TOPIC – Pricing Pioneers: exploring real-world opportunities in revenue management.

FORMAT – Live Presentation / Q&A

SPEAKER – Warren Lieberman / Jim Mullin

MODERATOR – Andrew Klien

DESCRIPTION – Join Dr Warren Lieberman and Jim Mullin as they discuss three key areas of revenue management for operators of every size, including common misunderstandings that get in the way of maximizing profits. All the way from California, Warren and Jim will be sharing their decades of self storage revenue management expertise, having worked with a range of operators in the USA and here in Australasia implementing proven revenue management systems. They will explain the practical analytics and approaches they use to help their clients make profitable decisions.

12:50 pm – VIRTUAL FACILITY TOUR WITH STEEL STORAGE / LUNCH BREAK

1:15 pm – VIDEO PRESENTATION

TOPIC – SSAA Member Benefits

FORMAT – Pre-Recorded Video

1:20 pm – SESSION 6

TOPIC – Economy 2020? – Our most challenging year.

FORMAT – Live Presentation / Q&A

SPEAKER – Craig James

MODERATOR – Andrew Klien

DESCRIPTION – 2020 was a year like no other. The economies of every country around the globe experienced significant negative growth. Hear from CommSec Chief Economist, Craig James as he discusses the particular challenges that were faced in Australia and New Zealand and how we fared on a global scale.

1:50 pm – SESSION 7

TOPIC – Launching R6SMI: The Storage Marketing Indices

FORMAT – Recorded presentation/live Q&A

SPEAKER - Michael Dogger & Makala Ffrench Castelli

MODERATOR – Andrew Klien

DESCRIPTION – Hear from Michael Dogger and Makala Ffrench Castelli as they launch the R6SMI - Australasia’s first storage marketing index designed to monitor digital marketing trends across the industry. Explore metrics you should be measuring to benchmark your marketing and help you compete online. In addition to R6SMI, they will be sharing practical insights to help you understand the success of your digital marketing efforts.

2:20 pm – SESSION 8

TOPIC - Self Storage of Tomorrow

FORMAT - Live Presentation / Q&A

SPEAKER - Jes Johansen

DESCRIPTION - Let us take you on a journey to Singapore and meet the GObots at StorefriendlyGo and see how they help to transport customer’s storage cabinets into safe, no-man zone areas where they are safely locked away. Then explore the specifically tailored storage solutions they have developed for business customers which allow users to store and work.

3:00PM – CLOSE OF DAY

ONLINE PROGRAM

WEDNESDAY 10 MARCH 2021

10:00 am – INTRODUCTIONS – ANDREW KLIEN

10:10 am – SESSION 1

TOPIC – From Dorm Room to Board Room, Chuck Gordon's unique view on Storage’s past, present and future.

FORMAT – Pre-Recorded / live Q&A

SPEAKER – Chuck Gordon

MODERATOR – Andrew Klien

DESCRIPTION – From founding the marketplace SpareFoot out of his dorm room over a decade ago to now operating the storage technology leader Storable, Chuck Gordon has a perspective on the industry like none other. Join him as he shares his unique take on the past, present, and future of the industry. Whether a large operator or one just getting started, there will be valuable insight for everyone.

10:40 am – SESSION 2

TOPIC – The Power of Story Telling

FORMAT – Recorded presentation/live Q&A

SPEAKER – Ashley Fell

MODERATOR – Andrew Klien

DESCRIPTION – In an era of message saturation and digital disruption, it can be difficult to cut through the noise and capture attention. In this session, Ashley Fell will show how, even in our world of screens, social media and ever-emerging technology, it is the timeless power of storytelling, harnessing the unmatched visual platform that is the human mind, that best informs, instructs, involves, and inspires people.

11:10 am – COFFEE BREAK

11:20 am – SESSION 3

TOPIC – The Power of Good Communication

FORMAT – Live Presentation / Q&A

SPEAKER – Rebecca Smith

MODERATOR – Susan Phillips

DESCRIPTION – How the way you engage and communicate with your customers has the capacity to influence your reputation and with it the potential to take your storage facility from unremarkable to exceptional.

11:50 am – SESSION 4

TOPIC – AFP and the Self Storage Industry, working together to keep us safe.

FORMAT – Studio Interview / live Q&A

SPEAKER – Jarad Heath & Daniel Rodriguez

MODERATOR – Andrew Klien

DESCRIPTION – We are joined by the Jarad Heath where he reminds us that criminals do use self storage and what signs to be on the lookout for. How should suspicious behaviour be reported? What are your privacy obligations? Fellow AFP Officer

Daniel Rodriguez from the Cybercrime Division will alert us to the most recent cybercrime activities and what you can do to prevent being caught us in the web and potentially being scammed.

12:20 pm – SESSION 5

TOPIC – Hot Topics from the Legal Desk

FORMAT – Studio Interview / live Q&A

SPEAKER – Darryl King & Tony Raunic

MODERATOR – Susan Phillips

DESCRIPTION – Join Tony Raunic (Hunt & Hunt) and Darryl King (Jackson Russell), our legal experts as they discuss contactless move-ins, storer ID, electronic locks and more during this informative roundtable discussion.

12:50 pm – VIRTUAL FACILITY TOUR / LUNCH BREAK

1:15 pm – VIDEO PRESENTATION

TOPIC – New Logo Launch

FORMAT – Pre - Recorded Video

1:20 pm – SESSION 6

TOPIC – TBA

FORMAT – TBA

SPEAKER – TBA

DESCRIPTION – TBA

1:40 pm – SESSION 7

TOPIC – TBA

FORMAT – TBA

SPEAKER – TBA

DESCRIPTION – TBA

2:00 pm – SESSION 8

TOPIC – A New Dawn

FORMAT – Live Presentation / Q&A

SPEAKER – Craig James

DESCRIPTION – Will 2021 prove to be our year of recovery? Craig James, Chief Economist from CommSec will share his forecasts on the future and the reasons why we can look ahead with confidence.

2:30 pm – SESSION 9

TOPIC – What’s Next?

FORMAT – Live Studio Presentation

SPEAKER – Linda Sharkey

DESCRIPTION – Following the record year that was, Linda Sharkey will talk us through what we can expect to see unfold in 2021 across the industry.

3:00PM – CLOSE OF DAY OUR

All details are correct at time of printing and subject to change. Please check the SSAA website for all current speakers information.

The AFP's role is to enforce Commonwealth criminal law, contribute to combating complex, transnational, serious and organised crime impacting Australia's national security and to protect Commonwealth interests from criminal activity in Australia and overseas.

ASHLEY FELL

Ashley Fell is a social researcher, TEDx speaker and Team Leader of Communications at the internationally recognised McCrindle. As a trends analyst she understands the need to communicate with the emerging generations to effectively engage with them. From her extensive experience in media and communications, Ashley advises on how to achieve cut through in message-saturated times. Her expertise is in how to communicate across generational barriers. With academic qualifications in communications, an ongoing role in deploying and analysing national research studies, and with her position leading the communications strategy at McCrindle, Ashley brings robust, research-based content to her engaging presentations and consulting.

KEITH EDWARDS

The CEO of All Secure Self Storage, Keith has used his considerable business acumen to help All Secure grow into the nationwide company it has become today. Keith is married with two children and began his business career after retiring from the Police Force with the rank of Detective Senior Sergeant. Following his retirement from the Police, Keith established a leading alarm installation and monitoring company in Lower Hutt. Following the sale of this company to a major multinational company, Keith used his extensive security experience to form All Secure Self Storage in 1999 – and has overseen its subsequent growth into a nationwide company with facilities across New Zealand. Keith has an overriding responsibility for Project Management.

MAKALA FFRENCH CASTELLI

Makala Ffrench Castelli has more than fifteen years’ experience in strategy, marketing communications and corporate affairs. Makala works creatively and analytically across a range of industries, with significant experience in self storage, property, funds management and the social impact sector. She loves customer-centric businesses and purposeled brands where experience drives advocacy.

Having held a range of senior roles at National Storage, including General Manager – Marketing and Corporate, and later Strategy and Innovation, Makala now consults to storage industry operators and service providers on growth strategy, marketing and customer experience.

An experienced non-executive director, Makala is a Fellow of the Governance Institute of Australia and has also spent more than a decade in board and committee roles in the notfor-profit sector.

CHUCK GORDON

Chuck Gordon, CEO of Storable, is focused on building the leading integrated technology company in self storage. Chuck originally started SpareFoot with his co-founder Mario Feghali and has since overseen its expansion to become the leading aggregator in storage. In 2018, Chuck helped the company acquire other self storage tech companies SiteLink and storEDGE and now leads a team of storage loving people toward delivering a comprehensive all-in-one tech solution for self storage operators.

CRAIG JAMES

Chief economist Craig James has a knack for making economics user friendly. He is currently chief economist at CommSec, interpreting ‘big picture’ economic and financial trends for customers, clients and staff. As well as providing presentations to staff and clients and commentaries on financial and economic trends, Craig appears regularly in the electronic and print media. Craig currently does around two to three regular TV crosses a day, ad hoc radio and newspaper interviews and writes regular commentaries as well as presenting to staff, clients and external organisations.

DARRYL KING

Darryl is a partner in Jackson Russell’s Business Law team. His areas of legal speciality are mergers and acquisitions, franchising, securities, and general corporate and commercial law. Darryl has over 20 years' experience of advising on, structuring and negotiating commercial transactions across a range of industry sectors. He specialises in contract negotiations, franchising, mergers and acquisitions, derivatives and securities, and general corporate and commercial law. Darryl is focused on providing effective commercial solutions in a New Zealand and international business environment. Darryl works with companies across a range of sectors, including food and beverage, retail, manufacturing, derivatives, business services and import/export sectors. His clients range from privately-held and family-owned business and investors through to subsidiaries of NZX listed companies, private equity owned companies and subsidiaries of multi-national companies. His international experience includes working in the London office of leading global law firm Allen & Overy. Darryl is an active member of the Franchise Association of New Zealand and is a member of the Association's Legislation and Government Liaison committees.

ANDREW KLIEN

Virtually an MC, Andrew is one of Australia’s leading Professional Conference MCs and a Pitching & Presentation Skills speaker, trainer and writer, working on conferences (back in the ‘good old days’ when OS travel was allowed!!!) around the Asia-Pacific region as well as the US and South

Africa. Since March 2020, he now works from his home office or local studios! As an MC, Andrew brings his casual yet corporate style to proceedings and is well-known on the conference circuit for his revealing speaker introductions, his improvisational skills and ability to adapt to different audiences. He is now very comfortable to say he is ‘Virtually an MC.’

WARREN LIEBERMAN

Dr. Warren Lieberman is President of Veritec Solutions. Veritec provides pricing and revenue management software and consulting.

Warren is a well-known expert in non-traditional revenue management, having worked in more than 30 industries. He works with small self storage operators and those that own or manage hundreds of stores. He is a co-inventor on a patent application with Jim Mullin for a dynamic pricing method for self storage.

Warren has published numerous articles on dynamic pricing/revenue management and has a Ph.D. in Operations Research from Yale University.

JIM MULLIN

Mr. Jim Mullin has over 25 years experience in designing decision support systems. Jim began his career in management science at Decision Focus Incorporated, a consulting firm that was one of the pioneers in using data science for more disciplined and ef fective business decision-making.

Jim has led operational planning groups at Sun Microsystems, Amazon.com, and Safeway. His recent work at Veritec Solutions is focused on data analytics to develop new pricing tools for the self storage industry. Jim received his MS degree in Operations Research from Stanford University.

TONY RAUNIC

A lawyer advising in local Government, property and construction, wills and estates, and self storage. The greatest skill Tony offers his clients is his natural ability to present often complex commercial issues in an easy to understand manner. Just as importantly, he quickly grasps the essential details of an enterprise or document, unravelling them in simple and easy to comprehend terms. This is not surprising, given Tony’s diverse career history involving 20 years’ experience in property and commercial law, owning and operating successful legal and financial services businesses, coveted local government insight, serving as an elected councillor and Mayor for several terms. Tony’s approachable manner and friendly disposition has seen him develop a longstanding and loyal client base who seek his help with many issues including:

• Statutory and local government authorities for advice on general property, commercial, environment, governance, probity and town planning matters, developers, vendors and purchasers regarding residential and commercial sales, leases, subdivisions and off-the-plan transactions

• Assisting corporates and other entities successfully navigate their dealings with Commonwealth and State Government departments, statutory authorities and local governments.

JACQUI SCOTT

Director & Barrier Removal Specialist – The Great Scott Company before starting her business – The Great Scott Co in 2000, had a background in customer service, telephone sales and sales management of 30 staff. She has created a Sales Psychology from her experience, that works not only in sales, but leadership and at home – and has helped thousands of people all over NZ and Australia to WOW their customers, communicate better and sell more.

LINDA SHARKEY

Linda Sharkey is Divisional Director of Self Storage Valuations and Advisory at Cushman and Wakefield. A Certified Practicing Valuer, Chartered Valuation Surveyor and registered Expert Witness, Linda is an expert in valuing self storage assets across Australia and New Zealand. Working for all major self storage owners and operators, Linda has unique insight into the financial performance of self storage assets, the investment metrics underpinning the current market and the evolving drivers of demand for self storage. Her team is regularly engaged to undertake market research briefs, provide supply & demand studies and assess the feasibility of proposed self storage facilities.

REBECCA SMITH

Rebecca is Founder and Managing Director of That Comms Co. She has extensive experience in advising executives and boards in Australia and in Europe with their communication needs, and has worked across a range of different businesses and sectors including technology, banking and finance, aviation, education, property, luxury goods, government and food and beverage.

Prior to That Comms Co., Rebecca headed up the communication function of ASX listed Treasury Wine Estates (TWE) where she oversaw its demerger from Carlton & United Breweries (CUB) with outstanding results. Whilst based in Europe she led external communication for Berkshire Hathaway owned NetJets Europe and worked agency side for the likes of Microsoft, BSkyB and Chorion.

GUY WILSON

Director – Fort Knox Self Storage Guy Wilson has been involved in the self storage industry since 1999, when he joined the family business at their first self storage site in Moorabbin, Melbourne. Since then, Fort Knox Self Storage has grown rapidly and now have just 10,000 storage units across 10 large facilities throughout Melbourne. Guy is very involved in the day to day management of the business and has worked closely with his team through the COVID-19 daily challenges.

SSAA Announces Six Major Partners

By Vanaja Thomas, Member and Partnership Officer

The SSAA is delighted to welcome six Major Partners as we head into 2021. The continuing support, collaboration, and commitment our Major Partners have brought to the SSAA and its members have been phenomenal. Their support has added value through sponsorships, resources, events, and member services.

We look forward to working with our Major Partners in 2021 to further develop and add value to our services, engage members and promote the benefits of self storage to the wider community.

How do partnerships benefit you as a SSAA Member? KNOWLEDGE & RESOURCE SHARING

Partners bring a wealth of knowledge and can include anything from skills, expertise transfer, management to branding.

OPPORTUNITIES FOR GROWTH

Their expertise provides opportunities for businesses to grow through operational and financial capacity.

QUALITY MEMBER SERVICES

The sponsorship support and commitment offer and provide quality events and services for members.

Keypads, CCTV, Office Alarms and more

Don’t let computer failures paralyse your facility. With Sentinel’s da Vinci’s you’ll experience freedom from the fear that your facility will never be inconvenienced. The latest da Vinci model keypads are designed to retain all valid storer codes and operate without a PC.

YOU’LL NEVER NEED TO WORRY ABOUT PC FAILURES AGAIN!

Access Control & Individual Unit Alarms

Sentinel Access Control interfaces with all major management software programs

Supports multiple communication chains

The communications with the hardware runs as a service, so no login to the pc is required If a communications chain fails, the system can be set to auto restart

You can email and/or SMS (text Messages) events to Platinum users

Can be used with remote alarms or remote access control using the internet or local network

Easy to install and use over a network

Has web access features. The program can be accessed from a web browser Supports access only users (with passcode only keypads)

Updated customer Storage Agreements for New Zealand Members

Over the past few months, the Self Storage Association of Australasia (SSAA) in conjunction with Jackson Russell Lawyers have reviewed the Standard Self Storage Agreement and Managed Storage Agreement for New Zealand members. The New Zealand documents have been updated to also include a new Privacy Disclosure Statement in addition to the Privacy Policy. In this article, we provide a summary of the improvements we have made.

CHANGE TO THE STRUCTURE

Our agreements have been reformatted to cater for the many ways our members do business. Th e new format includes:

l an Instruction Sheet – to h elp you use the new agreements;

l a Schedule – co ntaining the fields for the storer and facility to complete; and

l the Full Terms – co ntaining the detailed terms of the agreement. The new agreements provide you with the flexibility to sign up your storers in a number of different ways:

l Using sign up pads – Th e Schedule is one double page for the storer and facility to complete and sign. The Full Terms should be printed and provided to the storer as an accompaniment to the Schedule.

l Using self storage industry software – Fo r members using industry software, it will be business as usual for you.

l Electronically – Th e Full Terms should be embedded into the sign up process for acceptance by storers; and

l By customising word versions of o ur agreement templates – you will find the new format easier to customise, for example by adding your business logo, trading hours, etc.

KEY CHANGES TO THE AGREEMENTS

l Storers are now automatically opted into receiving correspondence electronically unless they specifically opt out by ticking the box on the Schedule (previously, storers needed to opt-in);

l The main points section has been reworked to include 11 clear key points for your storers to be aware of;

l The insurance options on the Schedule have been changed to allow for two options – that the storer has adequate insurance, or doesn’t have insurance and understands they will be responsible for damages and losses;

l Column formatting has been removed;

l The agreements now make it clear that the storer is solely responsible for satisfying themselves that the storage unit is suitable for their needs;

l The timeframe for notice of increased storage fees has been reduced – from 42 days to 28 days;

l Updates have been made to allow for the use of electronic locks;

l The clause allowing facilities to charge interest on late payments has been removed – as we understand this is not used by facilities (and the facility has the ability to charge a late payment fee);

l Loitering or dwelling in the space is now specifically prohibited;

l Facility owners can access a unit if human or animal life or safety is at risk (previously the clause just covered human life);

l Microprobe or other CCTV camera can be used to view the inside of a unit in some circumstances;

l A facility can now terminate a storage agreement if the storer is deemed to have been involved in

illegal, environmentally harmful, antisocial, threatening or offensive activities; and

l The privacy terms have been updated to comply with the new Privacy Act 2020.

HOW SHOULD I LAUNCH THE NEW AGREEMENTS?

Members will need to download the latest version of the agreements and should commence using them 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.

HOW CAN I GET EXISTING STORERS ON THE NEW AGREEMENTS?

Members should ensure they take every opportunity to get Storers signed to new agreements. New contact details, replacement of an alternate contact person, taking another space or vacating a space or downsizing a space all provide opportunities to have storers sign a new agreement. 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. l

Need further Assistance?

Updated CSAG (Customer Storage Agreement Guidelines) will be available shortly on the members’ portal. As always, legal support is available from the SSAA. Please email your questions to legalsupport@selfstorage.com.au.

Safety, don’t worry, be happy?

By Stephen Pehm, OHS Consultant – Action OHS Consulting.

Attaining happiness is easy in the world of Bo bby McFerrin. He doesn’t worry about anything! His world is clearly falling down but he faces the world with a smile, a ‘frown turned upside down’.

Can we really do this in the area of workplace safety in today’s modern business world? Well yes! Clearly, we c an. But would we? Believe it or not many employers are ‘being happy’ in their approach to safety. They address a few visible legislative requirements. They might have so me visible markers of safety in their workplace, fo r example, an “If you are Injured at Work poster” displayed, fire extinguishers and first aid kits available. But are they really safe? Lo ok past this veneer and the im age of a safe workplace may easily fall apart. Staff may not be trained to do their work safely and they may rarely speak with each other and their manager(s) about working safely. Equipment may be used ‘when only a little bit broken’ or if “overdue for a service” are still ways that are ca pable of hurting someone.

Yes , you have a lot to answer for Bobby! Pe rhaps from a workplace safety perspective we might slightly change th e title of your song to: Do n’t Worry (when the prep work is done), be happy! You see the ‘prep work’ does not have to be expensive or complicated. Pu tting in place rules for working safely may simply involve speaking with yo ur team members to get their input into how to work safely. Safety improvements may simply involve making a sign or another safety proposition by printing off from the internet, laminating the page an d hanging it up.

Sure, some safety related work might not be so cheap. There is no doubt that maintaining equipment as per the manufacturers’ directions, buying standard compliant tools and safety equipment will cost money.

Training workers to ensure they can do their jobs safely takes time and planning. The need for constant reminding of workers to follow safe work directions can be frustrating. Ensuring this is done, however, will reduce your overall worry and bring on happiness because the chances of something going wrong are reduced, or, ideally, eliminated.

To th ose business owners who ‘don’t bother’ what is the worst that can happen to you? Consequences can be serious. Million dollar fines and up to five years gaol for reckless acts by individuals. In so me states in Australia like Queensland, Victoria, NT, an d ACT the stakes are even higher. Industrial manslaughter laws are in place. Company Officers can go to ga ol fo r up to 20 years. Organisations can face fin es of many millions. Got your attention now?

So how would Mr M cFerrin’s so ng go from a workplace safety perspective? Maybe something like this? (sung to the tune of Don’t Worry be Happy)

Sit ting here in my workplace

With a big smile on my face

I’m not worried, I’m ha ppy

We’re wor king safe my staff are trained

They’re using tools properly maintained

I’m n ot worried, I’m ha ppy

I’m n ot worried, I’m very ha ppy now Just been visited by my Inspector mate No safety notices, I’m fe eling great I’m n ot worried, I’m ha ppy No ba d things happen where I work We plan. we talk the safety verse I’m not worried, I’m ha ppy etc.

Whe re do you sit? l

Want to find out more? Check out the SSAA Health & Safety Handbook on the Member Services Portal, SSAA website, or contact the SSAA OHS Help Desk via admin@selfstorage. com.au | 1800 067 373.

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.

The New Year Reset

Walk your talk in 2021. By

Rebecca

For business owners and operators, the start of a new year is a great time for reflection and planning. Part of this process should include asking yourself whether the way you present and promote your company’s services to customers is both up to scratch, and consistent with the experience you afford them.

A company’s logo, website, social media channels, business cards and brochures are a crucial part of how it markets itself to prospective customers. And these communications, when done well, will help your business stand out from its competitors.

While marketing materials are incredibly important, first impressions are made on more than just a website or a brochure. Other elements of your business like the look and feel of your facility, the phone manner of your employees, and even their presentation, will also contribute to your company’s brand and play an important role in helping you attract and retain customers.

To help ensure that the way you’re presenting your business is consistent with your customers’ experience, here are some tips to get you started.

GET THE BASICS RIGHT

Don’t underestimate the importance of getting the basics right. It’s important to make sure that your website is user-friendly and straight forward to navigate with information like your address, pricing, and unit sizes easy to find for customers. It’s also worth a quick revisit of any listed access hours, office hours and contact details to ensure they remain accurate. It’s a great time to review any offers, information and photography you share online to make sure they’re up-to-date and accurately reflect your service offering and brand.

Smith – That Comms Co.

PRACTICE THE SERVICE THAT YOU PREACH

Statements made on your website and in your promotional materials regarding your service must be accurate and not misleading. For example, if you advertise that you have individually alarmed units, then make sure these are working properly. And if you offer regular security patrols, make sure that these are carried out. If you’ve made changes to add to or remove any of your services, now is the time to update the information on your website to reflect what is available. It’s particularly important to ensure any upgrades or enhancements to your service are reflected in your marketing materials, as these will be attractive to your customers.

TELEPHONE TALK

Picking up the phone is still a popular method of making an enquiry, therefore it pays to make the customers’ experience as seamless and pleasant as possible for those who call you.

Catch up with your staff to ensure they feel equipped with up-to-date information that will help them to respond to frequently asked questions over the phone, and if you use an automated phone system, listen to the message to confirm it is current and effective in connecting customers promptly with the information they need.

BUSINESS CURB APPEAL

Homes can have curb appeal, and so too can businesses. Take a look around your business to ensure that everything is

How you present your business both online and in-person contribute to your customers’ experience and your facility’s brand.

neat and tidy, and that the experience your customer will have when they visit aligns with what you wish to convey as your facility’s brand. Does the fence need mending? Does the grass need to be mowed? Could your signage do with a refresh? Are the driveways clear? People are entrusting you with their possessions after all, so if you’re seen to be taking care of the premises, it’s likely that this ‘care’ is a key tenet of your brand and will also be afforded to their belongings.

SCHEDULE IN TIME FOR A REVIEW

When you set up a business, creating marketing materials to promote your offering is essential. Maintaining them ongoing, so they continue to accurately reflect your service as it evolves overtime, is just as important. Schedule in reviews several times a year to audit your website and other marketing materials. This may seem obvious; however, you would be surprised how often this task falls to the bottom of a busy business owner’s to-do list.

How you present your business both online and in-person contribute to your customers’ experience and your facility’s brand. Start 2021 feeling confident that your customers understand and experience your business as you want them to. l

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.

For more information. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.

What is a QR Code?

AQR code is just like a barcode, with information that can be read by a smart pho ne camera. QR codes are used for collecting information for contact tracing as they can be used without having to touch shared surfaces or items like pens and paper. Th ey also store contact details electronically for a specific time frame for the sole purpose of contact tracing.

For the self storage industry, utilising QR Code technology is not compulsory. However, utilising QR Code technology released by State and Territory Governments in Australia and New Zealand can help your business in the event you are notified a COVID positive person has attended your site. Below are the links to QR Codes for businesses in each State and Territory in Australia and NZ. l

ACT: https://www.covid19.act.gov.au/business-and-work/check-in-cbr

NSW: https://www.nsw.gov.au/covid-19/covid-safe/customer-record-keeping/ qr-codes

NT: https://coronavirus.nt.gov.au/business-and-work/the-territory-check-inapp-business-information

QLD: government does not have QR Code app available for businesses. Other service providers are offering this technology in QLD.

SA: https://www.covid-19.sa.gov.au/restrictions-and-responsibilities/covidsafe-check-in

TAS: http://www.health.tas.gov.au/covid19/check_in_tas_-_register_your_ business

VIC: https://www.coronavirus.vic.gov.au/victorian-government-qr-code-service

WA: https://www.wa.gov.au/government/publications/covid-19-coronaviruscontact-registers-businesses-and-venues-frequently-asked-questions

NZ: https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19novel-coronavirus/covid-19-resources-and-tools/nz-covid-tracer-app

What do LEOTY (Learning Event of the Year), IND (Industry Networking Days), and TAC (30th Anniversary Celebrations) have to do with self storage?

Well, they all add up to TEN… T

RADESHOW E DUCATION NETWORKING

The SSAA will be bringing you a wide range of events in 2021 starting with LEOTY.

LEOTY – LEARNING EVENT OF THE YEAR

9-10 MARCH 2021 – Learning Event of the Year (LEOTY) will be delivered online. It will include a virtual tradeshow, the ability to host 60 people in the Melbourne studio, and a networking dinner function. This event offers the opportunity for education, networking, and a tradeshow. The event replaces the traditional Convention with 2 shorter days, with 20-minute insightful presentations delivered in various formats including pre-recorded, live streaming, in-person, and panel discussions.

IND – INDUSTRY NETWORKING DAYS

3 JUNE 2021 – Adelaide

29 JULY 2021 – Brisbane

26 AUGUST 2021 – Perth

14 OCTOBER 2021 – Auckland

28 OCTOBER 2021 – Sydney

These events will be a combination of live and pre-recorded education sessions with a cut down version of a tradeshow. The evening is set aside for a facility tour and networking.

TAC – 30TH ANNIVERSARY CELEBRATIONS

JULY 2021 – Owners Workshop Sydney. Day 1 includes education sessions, networking and tradeshow. Day 2 includes SSAA 30th Anniversary celebrations with historical displays, live panel discussions, 30th anniversary videos on demand, facility tour to original storage sites and ample time for delegates to network in a casual environment. The evening will be dedicated to celebrating our 30 years with a gala dinner showcasing the video productions highlighting the history of the industry.

As part of the SSAA commitment to members in 2021 we are increasing accessibility to member benefits, regardless of physical location, allowing you to choose the style of education and level of engagement you prefer.

We are excited about 2021 and look forward to bringing you more news as the year progresses

Storage King Caringbah opens

On the 1st of December 2020, Storage King Caringbah opened its doors to the Sutherland Shire area. With a GFA of circa 10,000m2, and potential NLA of 7100m2, this purpose-built storage facility has been designed to offer business & residential customers along with their removal teams, the highest quality and service available. With units from 1m2 through to sizes over 36m2, Storage King Caringbah caters to all storage needs. Sentumar is proud to launch this first-class purposebuilt facility, offering customers access to a shared kitchen, meeting room, moving and logistics equipment, high-speed facility Wi-Fi and more.

l The self storage industry has proven resilient during 2020 in the face of COVID-19

l This resilience has increased buyer appetite with many new buyer groups entering the market

l The weight of capital available and strong competition between buyer groups is resulting in very strong sales results

l This is a great time for owners of self storage facilities who are considering selling

For a confidential chat call

Matt Walsh

Highway Frontage Real Estate 0411 880 054 | 1300 661 950 L1. 146 Chapel St, St Kilda VIC 3182

mwalsh@highwayfrontage.com.au

www.selfstoragerealestate.com.au

HIGHWAY FRONTAGE ARE SSAA MEMBERS

MOVING INTO 2021

DEAR LEGAL HELP DESK

QWe have lost contact with a storer. His sister has come forward wanting to pay for his overdue storage fees. Can we accept her payment?

We have explained she doesn’t have access as she is not a contact, have the keys or the code. She said she can pay for it until we hopefully find him.

A(Australian Members):

If the storer’s sister is willing to pay the storage fees for the unit, the facility can choose to continue to store the goods on this basis. As the sister is not a party to the agreement, you will not, however, be able to provide her access to the storage unit or release any of the goods to her.

You can inform the sister that the facility will continue to store the goods, while storage fees are being met, until either:

l She finds the storer and he can remove the goods from the unit; or

l She obtains a power of attorney for the storer.

A(New Zealand Members):

The storer’s sister is able to continue to pay fees for and on behalf of her brother. Similar to the response for Australian members, you should clearly

explain that you cannot provide the sister with access to the unit, and that paying for the storage unit gives her no entitlement to the goods.

If you are able to contact the ACP, another option would be to terminate the agreement (for breach if the storer is more than 42 days in arrears, or by notice, if the fixed period has ended) – and then if you are still unable to contact the storer the ACP can clear the unit under the terms of the agreement.

QWhat is the recommended amount to charge for late fees?

A(Australian Members):

A late payment fee is a one-off charge meant to cover the cost of chasing the late payment, such as the cost of postage, telephone calls and stationery. Late payment fees are legally permissible if they are a genuine pre-estimate of the loss likely to be suffered by the Facility. Late payment fees cannot:

l Be ou t of all proportion to the loss likely to be suffered; or

l Be so high that they act to punish storers for failing to make payments on time.

Ultimately, the facility will need to be able to justify any amount being

charged as a late payment fee. You should ensure that only one late payment is charged for any overdue invoice.

A(New Zealand Members):

The answer for New Zealand members is similar to the answer for Australian members – late payment fees cannot be a punishment; they must be set at a rate that is intended to cover the costs and losses the facility incurs as a result of the late payment. These could be administrative charges or costs of contacting the storer.

The actual amount of the late payment fee is something for each facility to assess for itself – the SSAA is unable to set or recommend a fee due to competition laws.

Members can only charge a late payment fee if the ‘Late Payment Fee’ line of the Storage Costs section of the Schedule has been completed –this lets the Storer know how much the fee will be and when it will be charged. Before charging a late payment fee, we recommend you double check the storer’s agreement to see if this section has been completed.

QHow do we deal with a storer that is challenging a late fee charge of $25.00?

A(Australian Members):

Under clause 4(c) of the Agreement, the Facility is entitled to charge a late fee.

However, whether the $25 late fee charged by the facility is enforceable is also a question of whether the amount of the late fee is ‘unfair’ in accordance with the Australian Consumer Law. If the late fee is so high that it is considered a ‘penalty’, then it will not be enforceable based on contravening Australian Consumer Law.

The recommended practice is that the late fee should reflect the actual costs incurred by the Facility as a result of the Storer’s lateness in paying the storage fee. For example, the actual costs may be the reasonable administrative costs in following up and processing the late payment.

Because your facility had to organise staff to speak to the Storer (i.e. incurring administrative costs), we do not believe that the $25 late fee is so unreasonable or disproportionate that it would be considered punitive.

A(New Zealand Members):

A similar position applies in New Zealand. We also note that late payment fees can only be charged if the ‘Late Payment Fee’ section in the Schedule has been completed with the amount of the Fee and when it will be applied –this puts the storer on notice that a Late Payment Fee may be charged.

QOn the Agreement under storage costs can I add in ‘Remote Controls’ and have a fee associated with a lost or broken remote control?

A(Australian Members):

The Facility can customise the Storage Costs section on the front of the agreement. The Facility can insert the additional fee details in the blank spaces on the first page of the Agreement, under ‘Storage Costs’.

Additionally, Clause 5 of the Standard Self Storage Agreement sets out the fees which the Storer must pay to the Facility, including any fees specified in the Fees Schedule under clause 5(d). Therefore, the Facility should attach to the Agreement a document titled ‘Fee Schedule per clause 5(d)’, outlining any additional fees that will apply and draw this to the attention of the Storer.

A(New Zealand Members):

The new Standard and Managed Self Storage Agreements for New Zealand, which are now available online from the SSAA, include blank lines in the ‘Storage Costs’ section of the Schedule. You are able to add specific additional fees in these sections. You should clearly explain to the storer when you sign them up what the fees are for, and when you will charge them. To be clearer, you should add the wording ‘Replacement Remote Control’ in the blank field, rather than simply ‘Remote Control’.

QOn the Agreement what happens if someone crosses out ‘Consent to a Credit Check and Reporting Consent?’ Does this just mean I can’t do a credit check on them?

A(Australian Members):

The Facility cannot do a Credit Check unless consent is given but it may refuse storage if a Storer does not provide their consent. The facility may prefer that all new storers are subject to a Credit Check to reduce the likelihood of signing up a new storer who, for example, has a history of being in default or missing payments. Accordingly, refusing storage to a new storer who does not consent to a Credit Check helps to avoid a risk to the facility.

A(New Zealand Members): The answer for New Zealand members is the same as for Australian members.

QDoes the SSAA Privacy Disclosure Statement need to be updated to allow for QR Code technology?

A(Australian Members):

It is not necessary to amend the Agreement or the Privacy Disclosure Statement to cater for the use of QR Codes.

Both the privacy clauses in the Agreement and the Privacy Disclosure Statement are broadly drafted and do not differentiate between whether personal information is collected and stored electronically or in hard copy. For example, clause 34(a) of the Agreement states that the FO: ‘…may collect information about the Storer, including the Storer’s Personal Information (as defined in the Privacy Act 1988 (Cth)) (Personal Information), to assist in the provision of storage to the Storer, maintaining the Storer’s account, and the FO’s enforcement of this Agreement in any way.’

Th erefore, no amendment is required to cater for the use of QR Code technology. Facilities will, however, still have obligations to ensure that any personal information collected via QR codes is securely stored.

A(New Zealand Members):

The New Zealand Privacy Policy does not specify the means of collection of personal information –although it does not specifically refer to QR codes, you are able to use QR codes to collect information, provided that the personal information you are collecting is consistent with the types of personal information you are permitted to collect under the Privacy Policy. Of course, you are required to ensure that the information is securely stored.

We note that where visitor information is collected via a Ministry of Health Covid-19 QR code, this information is not collected by the Facility, but by the Ministry of Health – so no obligations arise here. l

ACCESS CONTROL, FIRE & SECURITY

PTI SECURITY SYSTEMS

Chadwick MacFerran

T: +61 1300 798 860

E: australasia@ptisecurity.com www.ptisecurity.com

AD-TECH Security

Adrian Rostirolla

T: 1300 306 090

E: sales@ad-tech.com.au www.ad-tech.com.au

AlarmQuip Security Systems

Evan Richardson

T: 1300 552 520

E: admin@alarmquip.com.au www.alarmquip.com.au

––––––

QueAccess Pty Ltd

Kevin Hannagan

T: +61 488 279 918

E: kevin@queaccess.com.au www.queaccess.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

LOCKS

Lock Distributors Australia

Martin Coote

T: 1800 28 77 24

E: service@lockdistributors.com.au www.lockdistributors.com.au

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

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

––––––

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 / +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

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

––––––

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

ABT Loadmac Ltd

Chris Walker

T: +44 0 1989 563 656

E: chris.w@loadmac.com www.loadmac.com

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

Vision Self Storage Management

Gavin Koorey

T: +61 2 9432 2880

E: gavin@vssm.com.au www.vssm.com.au

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

––––––

CBRE

Michael Walsh

T: +61 7 3833 9833

E: michael.walsh@cbre.com.au www.cbre.com.au/people-and-offices/ corporate-offices/brisbane

––––––

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

––––––

Cushman and Wakefield

Linda Sharkey

T: +61 3 8359 0091

E: linda.sharkey@cushwake.com www.cushmanwakefield.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

––––––

Urbis

Shane Robb

T: +61 3 8663 4888

E: SRobb@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS

STORMAN AUSTRALIA

Duncan Clarke

T: +61 7 3319 1522

E: sales@storman.com www.storman.com

STORMAN NEW ZEALAND

Duncan Clarke

T: +64 9 280 3393

E: sales@storman.com www.storman.com

ADVAM Pty Ltd

Clare Millwood

T: 1300 130 778

E: advam@tnsi.com www.advam.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

UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade

T: +61 438 256 541

E: shay.mcquade@universalstorage containers.com

www.universalstoragecontainers.com

BOS Containers Australia

Elise Kelsey

T: +61 3 9720 4455

E: ekelsey@aimhire.com.au

www.aimhire.com.au

––––––

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

FACILITY MEMBERS

Allcraft Marine

280 Adeneys Road

CANNONS CREEK 3977 VIC

T: +61 3 5998 7550

E: seahaven@alphalink.com.au

Bairnsdale Storage

71 Bosworth Road

BARINSDALE 3875 VIC

T: +61 418 515 097

E: murray@2025group.com.au

––––––

Bit Pixel Tech Pty Ltd

8 Rushwood Drive

CRAIGIEBURN 3064 VIC

T: +61 469 327 805

E: sales@bitpixeltech.com

Clearview Self Storage Pty Ltd

1/20 Clearview Place

BROOKVALE 2100 NSW

T: +61 2 9905 7486

E: adam@ablite.com.au

––––––

Mandurah Self Storage Pty Ltd

34 Thornborough Road

Greenfields 6210 WA

T: +61 8 9583 3999

E: lara@mandlrealty.com.au

Murrell Street Mini Storage

36 Murrell Street

WANGARATTA 3677 VIC

T: +61 3 5722 9444

E: admin.wang@nh.com.au

Portside Storage Hamilton

11 Curtain Ave West

HAMILTON 4007 QLD

T: + 61 7 3630 0922

E: john@portsideparking.com.au

Safebox

80-92 Sheffield Road

WELSHPOOL 6106 WA

T: +61 458 130 036

E: devans99@gmail.com

Storage @7 Hogben Road Goolwa

7 Hogben Road

GOOLWA 5214 SA

T: 0428 766 994

E: leighwharff@hotmail.com

ADDITIONAL FACILITIES

Wilson Storage Forestville

11 Cook Street

FORESTVILLE 2087 NSW

T: +61 2 8046 4485

E: forestville.sales@wilsonstorage.com.au

PROVISIONAL MEMBERS

Brenton Wundenberg

PO Box 178

BURNSIDE 5066 SA

T: +61 418 815 223

E: brenton@wundenberg.com.au

SERVICE MEMBERS

CBRE

Level 3 Waterfron Place, 1 Eagle Street

BRISBANE 4000 QLD

T: +61 7 3833 9833

E: michael.walsh@cbre.com.au

Vision Self Storage Management

Nexus Building Level 5, 4 Columbia Ct

NORWEST 2153 NSW

T: +61 2 9432 2880

E: gavin@vssm.com.au

BOOK YOUR MYSTERY SHOPPING APPOINTMENT TODAY

Quality Results are an independent performance monitoring company that have been engaged by the Self Storage Association to assist members by providing a mystery shopping service.

Performance monitoring can assess your individual team members by checking their Customer Service and Sales Skills against a proven method. Assessments and evaluations are conducted over the phone or through site visits to your self storage facility. Obtain a comparative analysis; find out how you rate against your competitors! Key observations and key recommendations are a standard part of the reporting process to help you identify and solve weaker areas. By taking a proactive Sales & Customer Service approach you can work your way towards the ultimate service and sales team. To book your mystery shopping assessment complete the on-line form indicating your requirements e.g. phone call only, site visit only or both.

The Self Storage Association will arrange for the assessments within your requested timeframes and requirements. The reports will be issued to you upon payment of our invoice.

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 professionalexcellence for the ultimate benefit of all members and customers.

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

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

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

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

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