Edition 117 - February / March 2021

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

117 FEBRUARY / MARCH 2021

SSAA LEARNING EVENT OF THE YEAR Coming to a web browser near you!

SSAA LEARNING EVENT OF THE YEAR Online Program and Experts

MEMBER NEWS Floods in Napier New Zealand

AFP AND THE SSAA Partnering against crime

INDUSTRY LAUNCH Online Industry Training

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

CONTENTS | 03

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

8

Martin Coote Lock Distributors, New South Wales Ned Coten City West Storage, Victoria

8 LAUNCH OF THE ONLINE INDUSTRY TRAINING 13 STATE OF THE INDUSTRY 2020 16 MEMBER NEWS

Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia David Daddow Able Self Storage, South Australia

Floods in Napier

Hans Pearson StoreLocal Group, Australasia

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

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

SSAA STAFF Susan Phillips CEO Sandra Evans Office Manager Vanaja Thomas Membership Andrea Bowman Paralegal Bryan Furtado Marketing & Events

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33 REGULARS 4 Chairman’s Report 6 CEO’s Report 10 Industry News 12 Out and About 33 OH&S 34 Communications

– The New Year Reset 38 Dear Legal Help Desk

19 AFP AND THE SSAA PARTNERING AGAINST CRIME 21 SSAA NEW SERVICE MEMBER Cushman & Wakefield

22 TECHNOLOGY Storman Cloud

24 SSAA LEARNING EVENT OF THE YEAR Online Program Experts

28 SSAA ANNOUNCES SIX MAJOR PARTNERS 30 UPDATED CUSTOMER STORAGE AGREEMENTS FOR NEW ZEALAND MEMBERS 35 WHAT IS A QR CODE? 36 SSAA 2021 INDUSTRY EVENTS

40 Trade Directory

Michelle Stokes Reception/Administration

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

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Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au Designed by: Keely Goodall / E: keely@itsallgood.net.au Advertising and sub editor: Bryan Furtado / E: marketing@selfstorage.com.au Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725).

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

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FEBRUARY 2021 / MARCH 2021 INSIDER 117

4 | CHAIRMAN'S DINK REPORT

Ivor Morgan, Chairman SSAA

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elcome 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

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

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

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6 | CEO’S REPORT

Susan Phillips, CEO SSAA

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estivities 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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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8 | SSAA NEWS

Launch of the Online Industry Training

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he 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.

members.selfstorage.org.au/shop

INSIDER 117 FEBRUARY 2021 / MARCH 2021

www.selfstorage.org.au

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

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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.

www.selfstorage.org.au

36 Edward St, Camden NSW Australia 61 2 4655 7007 southwell.com.au

10 | INDUSTRY NEWS

NSW PRIDE HOCKEY TEAM ANNOUNCE NEW PARTNERSHIP WITH KENNARDS SELF STORAGE

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.

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.

INSIDER 117 FEBRUARY 2021 / MARCH 2021

www.selfstorage.org.au

NEWS 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.

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.

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12 | OUT AND ABOUT

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.

SSAA AGM 2020 Attendees.

SSAA 2020 AGM Virtual meeting set up.

SSAA AGM Attendees watching the live presentation.

SSAA Team.

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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

www.selfstorage.org.au

SSAA CELEBRATING 30 YEARS | 13

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.

A

considerable 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

NEW SUPPLY TRENDS 30

NO. OF FACILITIES

25

20

15

10

5

0

2018

2019 Sydney

Melbourne

2020 Pipeline Brisbane

2021 Pipeline Auckland

2022+ Pipeline Adelaide

Total Pipeline

Perth

EAST COAST CITIES – NEW SUPPLY (BY NO. OF FACILITIES) www.selfstorage.org.au

620

DECEMBER FEBRUARY 2020 2021 / JANUARY / MARCH 2021 2021 INSIDER INSIDER 116 117

0

14 | RESEARCH

2018

2019 Sydney

2020 Pipeline

Melbourne

2021 Pipeline

Brisbane

Auckland

2022+ Pipeline Adelaide

Total Pipeline

Perth

EAST COAST CITIES – NEW SUPPLY (BY NO. OF FACILITIES) 620 600

NO. OF FACILITIES

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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

Proposed

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.

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

PROPOSED FACILITIES (BY STAGE) 20 18 16 14 12 10 8 6 4 2 0

Brisbane

Sydney

Canberra DA Preparation

INSIDER 117 FEBRUARY 2021 / MARCH 2021

Melbourne DA Submitted

Adelaide

Hobart

Perth

Auckland

DA Approved

www.selfstorage.org.au

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.

Proposed Facility

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

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.

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.

SPOTLIGHT: INNER MELBOURNE

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

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

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

WITH THANKS TO OUR GENEROUS INDUSTRY PARTNERS:

www.selfstorage.org.au

FEBRUARY 2021 / MARCH 2021 INSIDER 117

16 | MEMBER NEWS

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.

2

020 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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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.

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IMAGES COURTESY OF JOHN COWPLAND/STUFF

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.”

www.selfstorage.org.au

FEBRUARY 2021 / MARCH 2021 INSIDER 117

INDUSTRY ALERT | 19

AFP and the SSAA partnering against crime

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hat 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.

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OPERATION SPALFORD

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

OPERATION DIAMONDBACK

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.

FEBRUARY 2021 / MARCH 2021 INSIDER 117

YOUR FACILITY YOUR BRAND

OUR TEAM OUR RESPONSIBILITY

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SELF SELFSTORAGE STORAGE Management ManagementServices Services

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OUT OUT PERFORM PERFORM

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SelfSelf Storage Storage Operations Operations

Nexus Building Level 5, 4 Columbia Ct NORWEST NSW 2153

Nexus Nexus Building Building Level Level 5, 45,Columbia 4 Columbia Ct NORWEST Ct NORWEST NSW NSW 2153 2153

02 9432 2880

02 02 9432 9432 2880 2880

Recruitment Recruitment andand Training Training

www.vssm.com.au

www.vssm.com.au www.vssm.com.au

CUSHMAN WAKEFIED SSAA NEW MAJOR PARTNER | 21

THE YEAR THAT WAS

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

2

020 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.

Linda Sharkey

www.selfstorage.org.au

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

Hugh Davies

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

Patrick Mulcahy

FEBRUARY 2021 / MARCH 2021 INSIDER 117

22 | TECHNOLOGY

Storman Cloud provides seamless access control integration Storman Cloud, integrated with the Nokē smart entry system, revolutionised Storage King Minchinbury’s customer experience.

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

W

hen 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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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,

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.

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 Visit storman.com to learn how to make self storage management easy.

www.selfstorage.org.au

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

Engineering

Permits

Building Structures

Storage Unit Construction

Building Conversions

Turn Key Solutions

Warehouse Construction

24 | THE LEARNING EVENT OF THE YEAR / ONLINE PROGRAM

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.

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

10:40 am – SESSION 2

1:20 pm – SESSION 6

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.

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.

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

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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

www.selfstorage.org.au

ONLINE PROGRAM WEDNESDAY 10 MARCH 2021

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.

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

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

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

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

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

PLATINUM SPONSORS

GOLD SPONSOR

SESSION SPONSOR

OUR MAJOR PARTNERS

www.selfstorage.org.au

FEBRUARY 2021 / MARCH 2021 INSIDER 117

26 | 2021 - EXPERTS

AFP 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.

INSIDER 117 116 FEBRUARY DECEMBER2021 2020 / MARCH / JANUARY 2021 2021

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

www.selfstorage.org.au

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 effective 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

www.selfstorage.org.au

• 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.

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28 | SSAA MAJOR PARTNERS

SSAA Announces Six Major Partners

By Vanaja Thomas, Member and Partnership Officer

T

he 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.

THANKING OUR VALUED MAJOR PARTNERS

For partnership enquiries please contact Vanaja Thomas at membership@selfstorage.com.au

INSIDER 117 FEBRUARY 2021 / MARCH 2021

www.selfstorage.org.au

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)

1300 852 117

0800 746 311

+61 3 9988 2035

AUSTRALIA

NEW ZEALAND

INTERNATIONAL

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

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

30 | NEW ZEALAND LEGAL

Updated customer Storage Agreements for New Zealand Members

O

ver 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. The new format includes: l an Instruction Sheet – to help you use the new agreements; l a Schedule – containing the fields for the storer and facility to complete; and l the Full Terms – containing 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 – The 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 – For members using industry software, it will be business as usual for you. l Electronically – The Full Terms should be embedded into the sign up process for acceptance by storers; and l By customising word versions of our agreement templates – you will find the new format easier to customise, for example by adding your business logo, trading hours, etc.

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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.

www.selfstorage.org.au

the steel storage advantage

consultation and design supply and installation R3> restore + rebuild + replace noke smart entry system

steelstorage.com.au

OH&S | 33

Safety, don’t worry, be happy?

By Stephen Pehm, OHS Consultant – Action OHS Consulting.

A

ttaining happiness is easy in the world of Bobby 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 can. 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 some visible markers of safety in their workplace, for example, an “If you are Injured at Work poster” displayed, fire extinguishers and first aid kits available. But are they really safe? Look past this veneer and the image 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 capable of hurting someone.

Yes, you have a lot to answer for Bobby! Perhaps from a workplace safety perspective we might slightly change the title of your song to: Don’t Worry (when the prep work is done), be happy! You see the ‘prep work’ does not have to be expensive or complicated. Putting in place rules for working safely may simply involve speaking with your 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 and 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.

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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 those 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 some states in Australia like Queensland, Victoria, NT, and ACT the stakes are even higher. Industrial manslaughter laws are in place. Company Officers can go to gaol for up to 20 years.

Organisations can face fines of many millions. Got your attention now?

So how would Mr McFerrin’s song go from a workplace safety perspective?

Maybe something like this? (sung to the tune of Don’t Worry be Happy) Sitting here in my workplace With a big smile on my face I’m not worried, I’m happy We’re working safe my staff are trained They’re using tools properly maintained I’m not worried, I’m happy

I’m not worried, I’m very happy now Just been visited by my Inspector mate No safety notices, I’m feeling great I’m not worried, I’m happy No bad things happen where I work We plan. we talk the safety verse I’m not worried, I’m happy etc.

Where 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.

FEBRUARY 2021 / MARCH 2021 INSIDER 117

34 | COMMUNICATIONS

The New Year Reset Walk your talk in 2021. By Rebecca Smith – That Comms Co.

F

or 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.

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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

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

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QR CODES | 35

What is a QR Code? 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.

A

QR code is just like a barcode, with information that can be read by a smart phone 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. They 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

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.

www.selfstorage.org.au

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

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36 | 2021 EVENTS

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…

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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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

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INDUSTRY NEWS | 37

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.

MOVING INTO 2021

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

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FEBRUARY 2021 / MARCH 2021 INSIDER 117

38 | NSW NEWS

DEAR LEGAL HELP DESK Q

We 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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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.

Q A

What is the recommended amount to charge for late fees?

(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 out 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.

Q

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

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LEGAL HELP DESK | 39

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.

Q

On 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’.

Q

On 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):

A

(New Zealand 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.

The answer for New Zealand members is the same as for Australian members.

Q

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

A

(Australian Members):

A

(New Zealand 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.’

Therefore, 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.

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

Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.

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40 | TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY 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

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TRADE DIRECTORY | 41 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

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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

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

STORMAN NEW ZEALAND Duncan Clarke T: +64 9 280 3393 E: sales@storman.com www.storman.com

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42 | NEW MEMBERS 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

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

T: + 61 7 3630 0922 E: john@portsideparking.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. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

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

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

INSIDER 117 FEBRUARY 2021 / MARCH 2021

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

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

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

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

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

www.selfstorage.org.au

I N S U R A N C E

B R O K E R S

B R O K E R S

SELF-STORAGE INSURANCE E INSURANCE SPECIALISTS ALISTS

We have developed an insurance program tailored specifically for the self-storage industry.

d specifically Cover includes: • • • • • •

fire storm and water damage explosion burglary public liability and property damage loss of rental income

1300 306 571

storage@midlandinsurance.com.au find us on:

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Welcome Welcometo toOur Our New NewBrand Brand T +61 T +61 22 6391 6391 2800 2800 E sales@storco.com.au E sales@storco.com.au

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