SSAA Insider Edition 121

SSAA BOARD OF DIRECTORS

Chairman – Ivor Morgan

Jim’s Self Storage, Victoria

Michael Alafaci – Deputy Chair

Storage King Group, New South Wales

Shaun Bain

Keepsafe Storage, Western Australia

Ryan Coom

National Mini Storage, New Zealand

Martin Coote

Lock Distributors, New South Wales

Ned Coten

City West Storage, Victoria

Wayne Dade

Glenelg Self Storage and Western Self Storage, South Australia

David Daddow

Able Self Storage, South Australia

Hans Pearson

StoreLocal Group, Australasia

LIFETIME MEMBERS

Mark Bateman

Frank Cooney

Elaine Coote

Liz Davies

Dallas Dogger

John Eastwood

Simone Hill

Neville Kennard

Sam Kennard

Bob Marsh

Jim Miller

Jon Perrins

Phil Robbie

Mark Snooks

Richard Whalan

www.selfstorage.org.au

TOLL FREE – AUS:

1800 067 313

TOLL FREE – NZ:

0800 444 356

T: +61 3 9466 9699

Address:

Unit 4/2 Enterprise Drive, Bundoora Vic 3083

E: admin@selfstorage.com.au

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Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725). This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, subcontractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication. The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

Ivor Morgan Chairman SSAA

This edition we welcome our new CEO, Makala Ffrench Castelli.

As a Board, we’re excited to guide Makala’s interpretation and implementation of our strategic direction, focusing on advocacy, engagement and support for all our members.

As an industry, we continue to be challenged by the insurance landscape. The regulatory requirements are becoming more complex, policies are becoming more restrictive and premiums are rising. We understand this is a challenge for operators of all sizes, across Australia and New Zealand. We’re exploring several solutions for members and we’ll be

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bringing you more updates on this important topic as we progress.

I was looking forward to seeing many of you at the SSAA Summit in August and at other industry events we’d planned for the remainder of 2021, but we’re continuing to adapt in the face of COVID-19. We’ll be hosting more online events as the year rolls on and I hope to see you virtually at our Annual General Meeting (or in Melbourne, if restrictions allow!) where we’ll review the year, seek your feedback and welcome new directors.

We’re already looking ahead to next year, considering our strategic program of work for 2022, and where the opportunities lie in this new normal. l

Makala Ffrench Castelli CEO SSAA

I’m thrilled to be joining the SSAA at a time when the industry is undergoing transformational change.

We’re facing change on many fronts. At an operational level, we’ve embraced new ways of working and of living, learnt to adapt to changing operating conditions at a moment’s notice and accelerated our adoption of technology and automation. At a market level, the resilient nature of storage has been demonstrated through strong performance across the sector. As an industry, we continue to see consolidation which is now paired with increasing interest and investment in our asset class.

It’s an exciting time to be in self storage and I’m looking forward to supporting you and your business as we navigate what lies ahead.

Right across the industry, securing insurance continues to challenge our members.

We’ve convened an Insurance Advisory Group for interested members to advise the SSAA as we explore a range of insurance solutions for industry. Please email admin@selfstorage.com.au indicating your interest if you’d like to join and share your insights.

We’re committed to continuing our research agenda, and we’ll soon be launching the Storage Industry Snapshot – a short format report that explores industry trends and market updates, including our Storage Industry Gauge. We’ve also updated our SIP platform to refresh the data on capital city markets with 10 new regions also coming online. We’ll be bringing you a series of online events to help you discover what this research means for your business.

We’re in planning mode to make our return to in-person events in 2022 a celebration we can all look forward to. We welcome your ideas and will share more details next issue. l

SIP - Storage Interactive Platform

New SIP regions launched.

In 2019, the SSAA, together with Urbis, launched the Self Storage Interactive Platform (SIP), a digital dashboard reflecting activity across the sector.

SIP was established as the industry had sought reliable data relating to self storage supply levels and geographic spread of the self storage industry throughout Australia and New Zealand.

The SIP project is available to SSAA members via the online member portal. It has quality data on self storage facilities’ size, ownership, and geographic location in major metropolitan areas.

The platform has a high level of functionality, including a map-based search capability. It allows data to be sourced as an individual facility detail or identify all facilities in a defined area, including the whole of a metropolitan area or sub-region.

To ensure data integrity, Urbis has undertaken verification and cross-checked data from a range of sources, including:

l Owners, operators and facility builders;

l Existing Urbis records;

l Data supplied by the SSAA;

l Public records, including council development consents and other approvals; and

l On-site inspections.

The platform contains data associated with proposed facilities where that information is public. SIP forms the cornerstone for higher levels of analysis. With demographic detail overlay, it’s possible to examine supply levels on several bases, including supply per capita, supply by household and housing type, and supply by average household income, which can be done on a whole of city basis or by defined localities.

The database is a dynamic platform with updates and additional data to be added as they become available. Recent updates to the original regions, Melbourne, Sydney, Brisbane, Adelaide, Perth and Auckland, have been completed.

Ten new regions have been added: Hobart and South East, Ballarat, Bendigo, Geelong, Canberra, South Coast New South Wales, Newcastle and surrounds, Gold Coast, Sunshine Coast, and Wellington, New Zealand.

The new regions are due to be released on the SIP Platform over the next two months. Continual updates will be completed quarterly on all completed regions, with SSAA and Urbis working together to ensure data integrity.

If your facility is in any of these regions, take the time to check that the data is accurate. If there is a variance, please email admin@selfstorage.com.au to enable the SSAA and Urbis the ability to update both platforms. l

“ The SIP project is available to SSAA members via the online member portal.

Freestanding Goods Hoist

Our Freestanding Goods Hoist gives you the capability to lift goods of up to 3000 kg, to fifth floor heights. Our flexible design capabilities and local manufacturing means we can provide goods-only as well as goods and personnel hoists in a variety of platform finishes and other options, including custom designs for special applications.

Features and Benefits

Goods only or goods and personnel

Cost effective alternative to a traditional lift

No lift shaft required

Installed external or internal to the building

Vertically opening doors offering clear access for any load

Main Dimensions

1 day installation (clear access required)

Minimal pit and overrun required

Low maintenance costs

Self diagnostic programmable logic control (PLC)

Internal power pack

ISS World Expo

After a year of hibernation, the July 2021 Inside Self-Storage World Expo in Las Vegas delivered a great conference and trade show. Insider contributor Kevin J Edwards said, “The attendance was very strong this year. Since the Expo and its presentations were cancelled last year and went virtual, it was nice to see folks out and about again.”

“Seminars, classes and workshops had good attendance, and the convention centre compensated for social distancing protocols with larger rooms with multiple screens and more tables/ chairs. Exhibitor attendance may have been down just a bit, but they made up for it with attitude and enthusiasm!”

Rent a Space Brookvale New South Wales Opens

Construction commenced in November 2020 and now Rent a Space Brookvale on Sydney’s Northern Beaches is open. The bright orange and grey colour-scheme makes it easy to find. Purpose-built with two fast ride-on lifts, drive-through access and undercover loading and unloading. Rent a Space is proud to open one of the most modern, secure, state of the art self storage facilities in Sydney. A big congratulations to the team in bringing together this complete undercover, drivethrough self storage facility.

All Secure Self Storage are expanding

All Secure Self Storage has been helping Kiwis declutter their homes and offices for more than 20 years, and are still going strong. So strong in fact that they’ve opened up a brand new store in Hastings which is one of the two major urban areas in Hawke’s Bay, on the east coast of the North Island.

With thanks to our major partners and service members for their ongoing support and commitment to the self storage industry.

CELEBRATING 5 YEARS

iBidOnStorage Australia is five years old!

Check out some of their incredible statistics: l more than 18,500 storage auctions hosted l $6 million in bad debts recovered returned to Australian Storage Operators/

Sellers

l over 25 million website page views

SiteLink wins 10 years in a row for Best Management Software

In 2011, Inside Self Storage started the Best of Business awards in their world wide self storage magazine. The annual award set out to recognise the best suppliers in a number of categories – voted on by readers. There is no tougher or harsher critic than customers and to win in any one year is a major achievement by any supplier. Local support for SiteLink has been a core element of growth for the brand in our region and the Brisbane office assists other regions as well. They love storage!

SiteLink thanks all of those who voted for Storable - your support and loyalty is appreciated and the future is bright for the most awarded software in the self storage Industry.

COVID-19 disrupts last minute shipping but good news for lock-ups

NZ's Newsroom recently featured Kennards Self Storage Import-export businesses turn to storage facilities as an alternative to just-in-time shipping. New Zealand’s, Kennards Self Storage operations manager Andrew Kirkham says the past year has been ‘unprecedented’ in the company’s 50 year history.

“When COVID-19 came I didn’t know what would happen. If someone said we’d have significant demand in 2021 I’d have been surprised.”

Before COVID-19 storage facilities were at 80 percent occupancy, but now well over 90 percent of its storage spaces are occupied.

“We’ve had unprecedented growth across the board. We’ve been blessed with strong demand across the country,” Kirkham says. “People are willing to pay monthly for large spaces because they just don’t know when they’ll have shipments coming through next.”

Everyone from retailers to tradies are hiring large storage facilities to stockpile goods in shortage, he says.

Kennards recently opened a new six-level, 7000 square metre storage building in Auckland’s North Shore, and it had the best occupancy in its first month than any of its other stores ever had. https://www.newsroom.co.nz/storage-facilities-profit-from-covid

Farewell from the SSAA

In August, we said farewell to two staff members of the SSAA: BRYAN FURTADO, Marketing & Events Manager

VANAJA THOMAS, Member & Partnership Officer

We thank them both for their hard work and dedication to our industry and wish them all the best in their exciting new roles. They'll be missed.

International

news

The Self Storage Association of Asia recently announced Janus International Group as its new title sponsor, proudly supporting the industry across Asia. Colin Jeromson, Managing Director, Janus Europe said, “We are delighted to be partnering with the Self-Storage Association of Asia. Our firm is already active in the Asian region through our supplier, Steel Storage Asia, and through the implementation of our awardwinning access control solution, Nokē Smart Entry.”

Dallas Dogger

Dallas Dogger is Chairman of the Centreforce Technology Group. Realising the internet would be an essential part of the development of self storage, he has been there every step of the way.

Dallas started his career in Canberra as a correspondent for Peter Isaacson’s, a business publisher at that time. Next door, the accounting office was looking for somebody to come and work with them, and Dallas joined the team. Ian Oliver ran the accounting firm, and he and his mate Frank Timmer had purchased a block of land in Queanbeyan, and they were building self storage units. This was Dallas’ first introduction to self storage.

The block was 12,000 square metres falling away to the Canberra Sydney rail line. Luckily, one of the accountancy practice clients provided fill to level the ground from a major project in Canberra, and the first 40 units were built.

Renting as fast as the roller doors were hung, the facility grew quickly. Ian, Frank, and Dallas were all working at times on equipment to get it done. Over time, a second stage was constructed, and soon enough, the third stage was built.

With Queanbeyan at about 200 spaces, a decision was made to manage the property themselves. They built an office and residence. Like many, they were green at running self storage but knew they could run it better than the local real estate agent.

They installed one of the first copies of IT software called Mini Storage Plus – only a handful of people in the industry were using software in those days. It was a challenge using American software, and a lot of feedback was provided to Hi-Tech, the makers.

Next, a block of land became available in Hume ACT, and they

developed there, and the rest is history as they grew to four sites which they sold to National Storage in 2014.

Thirty years ago, Dallas was contacted by Neville Kennard from Kennards about developing a self storage association and were asked if Capital Storage would like to participate. Ian and Dallas attended the first meeting in Ultimo where Jim Miller and Neville Kennard had pulled together people to form the association. Dallas and Ian became founding members.

Dallas‘ biggest challenge in the industry has been developing technology for self storage that meets Australasian requirements. For example, Dallas says he communicated with US software manufacturers about the unique

issues Australasian self storage facilities face, such as tax treatment. There have been long and continual battles to fight for self storage owners in our region.

Instrumental in the sale of Storman from 2000 to 2007, the reality was that for the industry to grow, working with a heavyweight US company was the only way to deliver for customers over the longer term, with SiteLink. The US invested millions in developing localised software.

Dallas is particularly proud of the SSAA awards that Centreforce won for Service in Self Storage and the development of RapidStor, the first online move in technology, all done in-house, by son Michael, now CEO. The platform has delivered thousands of contactless rentals during COVID-19.

Dallas says the next generation of self storage products being developed is exciting. His other two sons Brad and Curt, hold senior positions at R6 Digital, sharing their Dad's passion for self storage. Dallas’ further involvement is through private investment in self storage locally and overseas. l

The SSAA would like to thank Dallas for his valuable contribution to the 30th Anniversary celebrations.

“ Dallas says the SSAA has developed into a very social organisation; many members being close personal friends. As a life member he is grateful of this honour.

Fort Knox Self Storage Braybrook goes Nokē™

Self storage is undergoing somewhat of a transformation. Forget about old-fashioned padlocks. Wave goodbye to the days of resident management. Customers need not worry about losing their keys ever again. The modern self storage facility is more streamlined, intuitive and easy to access than ever before. It’s an evolution that all comes down to one thing: the introduction of automation technology.

Longstanding operator Fort Knox Self Storage has embarked on the automation journey with its new facility in Braybrook Melbourne, which showcases nokē smart entry technology. All-access points and units in this state-of-the-art facility are controlled through a cloudbased access control system, and their Fort Knox Self Storage branded smartphone app.

Fort Knox Self Storage Director Guy Wilson backed the move to smart technology.

“We are extremely happy with our decision to introduce the Nokē smart entry system on the Braybrook project. The product has been quickly and enthusiastically embraced by both staff and customers alike.”

Fort Knox Self Storage Braybrook is located on the major western

thoroughfare of Ballarat Road in Melbourne, making it easily accessible from many of the surrounding regions. With the western suburbs undergoing an exciting transition from industrial to residential, this modern storage facility comes at an ideal time for a diversifying and growing local population. The multi-level facility was designed by Harding Architects, built by Vaughan Constructions with internal storage fit-out and smart access control by Steel Storage.

“What’s more, the Nokē technology allows us to capitalise on other opportunities such as online move-ins, which was far more challenging before. In terms of operational efficiency, delinquent

or late-paying customers can now pay online and regain access straightway. The ability to easily share digital key access via the app has been great for our business customers who have teams that regularly access their units,” Mr Wilson said.

Head of Nokē smart entry and facility automation at Steel Storage, Ben Parsad, said, “The introduction of the Nokē smart entry system into Australasia represents the next stage of technological transformation for the industry. We all understand that a facility’s security is its best marketing tool, and having the right tools can help deter criminals, win more customers, and increase revenue.

“We were delighted to work with Fort Knox Self Storage on its new build in the vibrant suburb of Braybrook. It’s great to see operators embracing smart access and enhancing the physical security of their assets,” said Mr Parsad.

At Fort Knox Braybrook, Nokē has made life easier and more efficient for staff by automating their lock check and overlocking processes. They have created special access groups for 24/7 storers and maintenance teams and customised the platform to suited their needs. Staff monitor entry and exit activity via the app or web portal, which has been beneficial for staff working remotely – particularly during lockdowns. All staff were trained during implementation, and the product is well supported by Steel Storage, with 24/7 help available if required.

“When we launched the Nokē smart entry system into Australasia, we were confident it would deliver for owners, operators and customers. Naturally, we’re thrilled to see these investments in technology starting to generate returns,” Mr Parsad said.

“There is potential to gain deeper operating insights from Nokē, and we’re looking forward to the continued innovation of the product and what that could mean for our business,” said Mr Wilson. l

For more information on the Nokē smart entry system, available through Steel Storage in Australasia, visit www.steelstorage.com.au.

“ The modern self storage facility is more streamlined, intuitive and easy to access than ever before. It’s an evolution that all comes down to one thing: the introduction of automation technology.

The benefits of a security integrator in self storage

Self storage security systems are becoming increasingly integrated and complex. To ensure a safe and stable operation, the need for qualified security integrators that coordinate, install, and maintain these systems is more critical than ever.

What is a security integrator?

Self storage security has evolved into much more than gates and unit locks. Leading operators rely on integrated systems that deter crime, enable them to respond quickly to threats and resolve incidents after they occur — as with any other complex system, connecting the various components into one comprehensive system requires an expert.

That’s where security integrators enter the picture. Trained security integrators specialise in linking together different pieces of technology across your building and portfolio. Integrators typically provide expertise across a range of security elements, including:

l Access control systems;

l Physical security (gates, doors, locks, etc.);

l Video surveillance systems (cameras, lighting, monitoring); and

l Network security.

What do security integrators do?

Although capabilities can vary by individual companies, security integrators generally:

l Assist in the development of a comprehensive security plan;

l Acquire the required elements for your security system;

l Install and integrate various hardware and software elements; and

l Provide ongoing support, installation, and training for your team.

When a gate, camera, access control system, or other security component goes down, it exposes your facility to security threats. But just as importantly, it disrupts daily operations — in addition to hiring a technician to address the issue, you may need to redeploy team members to physically monitor the facility until the system is back online. If a security incident occurs in the meantime, your brand’s reputation will suffer.

A trusted security integrator helps you focus on achieving your property’s overall vision instead of dealing with miscellaneous security concerns.

Tips for selecting a security integrator

You need to conduct a thorough vetting process when selecting a security integrator. Although many providers describe themselves as integrators, some lack the skills and experience to deliver the added value you should expect.

At a minimum, there are several factors to consider during the selection process:

l Are they a good culture fit?

l What is their self storage experience?

How

security integrators deliver added value

True security integrators generate added value for your self storage operation. On the other hand, inexperienced or underqualified technicians create risk in the form of incomplete jobs, integration gaps, and the inability to scale your security system at a later date properly.

They can map a security strategy that aligns with your objectives and scales with your operation by providing expert insight from years of experience and working with manufacturers and other groups within the storage industry.

l Do they install comprehensive systems or individual components?

l Will they be a long-term partner after installation?

An experienced security integrator can help you maintain a stable and profitable business. By ensuring the integrity and performance of your security system, an investment in a security integrator is a solid business decision that provides peace of mind — for both you and your tenants. l

“ A trusted security integrator helps you focus on achieving your property’s overall vision.

Richard Whalan

Richard started in self storage by accident; he owned and operated a dry cleaning business in the Eastern suburbs of Sydney for 10 years and had been involved with establishing a company manufacturing pressure-sensitive adhesive tapes.

He wasn’t enjoying the dry cleaning business, so he decided to sell and travel overseas with the family for six months. Towards the end of that six months, a Californian dry cleaning friend showed him through parts of northern California, and they drove past this building with orange roller doors. Richard had no idea what it was and mentioned that to his friend, and he said, “You don’t know what self storage is?”

It was really starting to take off in America in the ’70s, and so together they drove into the facility, and in what seems to be typical of Americans, they opened the books and showed how the business worked.

Richard returned to Sydney and purchased a parcel of land; slightly nervous and not being too sure about how it would develop, he constructed that first building, and it filled up. He remembers when it rained, and the customers got bogged, and they would push their vehicles out, and they returned, and he thought, well, that’s the best market research you can have. So a second building was constructed, then the third and fourth and so on. The facility was exposed to a traffic flow of only about 11,000 vehicles. So the next project in Caringbah had a lot more exposure to traffic, and the results were encouraging, and they continued to build on from there.

Jim Miller contacted Richard suggesting they set up an Association for the industry.

Richard said that they were very fortunate that Jim Miller was the founder and established the Association. Jim brought a valuer from America who specialised in the self storage industry to talk to the Australian financiers as there were difficulties obtaining finance from the banks.

The banks were concerned about the one-month lease agreement, as there was no record of any success in the Australian market and that the tenants may all leave at the one time. But the other side of the coin was that it was a better proposition than having one tenant who leaves and six months to find a replacement.

Initially, marketing involved being on a site that was exposed to good traffic flows and then trying to explain as simple as possible how the system worked. By mirroring the Americans, it was that simple lineYou store it, lock it, and keep the key and minimum of one month’s rent. 55 per cent of business came from Yellow Pages advertising and 45 per cent from passing traffic.

The other question was how to price the storage, and Richard worked on the basis of what he assumed somebody would be prepared to pay for half a garage or a garage. By trial and error, that worked out very well. In those times, if you compared the pricing as a dollar rate per square metre, it was well in excess of what was being

achieved for the rental of small industrial factories. That margin has contracted significantly, but it’s still better than industrial unit rentals.

Rent a Space has benefited from the Self Storage Association membership through the connections of other operators. Richard says, “we stand out from different industries in that we seem to be all quite relaxed about discussing how our businesses are going and how the industry’s going.” He also believes that the preparation of the standard self storage agreement made an enormous difference, along with the procedures manual.

“One of the powerful features of the self storage industry is that the various operators share their knowledge about the business and the industry. This isn’t just within the context of the Australasian market. It’s also when you travel to America or into the United Kingdom.” Richard said his business has been a beneficiary of that, and he has also contributed too. l

One of the pioneers of the self storage industry in Australia, Richard opened Rent a Space's first facility in Padstow in 1979.

“

One of the powerful features of the self storage industry is that the various operators share their knowledge about the business and the industry.

Insurance is the next priority – I understand how challenging this hard market has become for members and I’m committed to exploring a range of solutions in this space – so this tops my to-do list.

I’m also looking ahead to 2022 and beyond. Much has changed in the way we engage and deliver for our members this past year. It feels like the right time to reassess what and how we deliver for members in a post-pandemic climate.

IN: What does the “new normal” of work look like for you?

MF: Brisbane is home for me, so I’ll be working remotely. As a team, we’ve settled into a work-from-home routine during the recent lockdowns, making remote work seamless with lots of video calls and online tools. I’m hoping to be in Melbourne more often and meeting more members when travel returns.

Meet our new CEO –Makala Ffrench

Castelli

After eight years in the storage industry and more than a decade in marketing communications roles in property and finance, Makala has joined the SSAA as CEO. We caught up with Makala to ask her a few questions as she settles into her new role.

Insider : How did your storage story begin?

Makala Ffrench Castelli: My start in storage came by way of an unexpected introduction. I was working in Investor Relations and was offered an opportunity to join National Storage in marketing and corporate affairs as the team was preparing for IPO. It was an excellent introduction to the business and the industry.

In 2016 I was appointed to the Board of SSAA for a three-year term, which enabled me to think more strategically about industry opportunities and broadened my appreciation for the sector.

Over the past two years, I’ve been consulting, which has given me a unique perspective operating in and supplying to industry. I’m a strong advocate for research and really enjoyed my recent role as Contributing Editor for the State of the Industry a2020 report.

IN: What are your priorities for your first 90 days?

MF: It’s great to be starting from such a strong foundation, so the priorities for my first 90 days are predominantly strategic ones.

Firstly, listening to members. I want to ensure I’m not making any assumptions based on my background, so I’ve been talking to as many people as possible to gain a broad perspective and appreciation for what’s important to all members.

IN: Where do you see the opportunity for industry and the SSAA?

MF: I see so many opportunities, which is why I enjoy working in self storage and am so passionate about the sector. I believe technology and automation will continue to play a significant role in the transformation of our industry, and I’m excited to see what’s being developed and where this takes us. The small business sector, the rise (and rise) of e-commerce and the changing logistics landscape also present great opportunities.

For the SSAA, we’re guided by our commitment to supporting members, so I believe our opportunities will naturally align with the industry.

Our unique ability to independently explore insights and perspectives, advocate on behalf of the industry, champion research and innovation across the sector, collaborate and educate, will help members capitalise on the broad range of opportunities ahead.

IN: What are you most looking forward to?

MF: I can’t wait to see a bustling events venue full of people celebrating at Convention 2022. Many members have told me just how much they’re looking forward to it, and as a team, we’re excited to pull together a really special event for you all.

IN: What’s life like outside of self storage for you?

MF: I’ve always been a generalist in my career, and the same applies outside of work too. I’m naturally curious and enjoy learning, so I always have too many books or courses on the go – usually spanning more creative pursuits or delicious ones.

For many years I’ve been involved in social impact work in health, focusing on improving patient experience. I dedicate my spare time to a range of advisory roles and projects in this space which I find helps keep life and perspective in check. l

MAKE THE MOST OF YOUR TIME

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FRAUDULENT FINANCIAL REPORTING

By Martin Le Marchant, Bishop Collins Company Director – Audit.

Fraudulent financial reporting involves intentional misstatements, including omissions of amounts or disclosures in the financial report to deceive financial report users. Fraudulent financial reporting may be accomplished by the following:

l Manipulation, falsification (including forgery), or alteration of accounting records or supporting documentation from which the financial report is prepared;

l Misrepresentation in, or intentional omission from, the financial report of events, transactions, or other significant information; and

l Intentional misapplication of accounting principles relating to amounts, classification, manner of presentation, or disclosure.

How is fraudulent financial reporting committed?

Fraud can be committed by management overriding controls using such techniques as intentionally:

l Recording fictitious journal entries, particularly close to the end of an accounting period, to manipulate operating results or achieve other objectives;

l Inappropriately adjusting assumptions and changing judgments used to estimate account balances;

l Omitting, advancing or delaying recognition in the financial statements of events and transactions that have occurred during the reporting period;

l Omitting, obscuring, or misstating disclosures required by the applicable financial reporting framework, or disclosures that are necessary to achieve fair presentation;

l Concealing facts that could affect the amounts recorded in the financial report; and

l Engaging in complex transactions that are structured to misrepresent the financial position or financial performance of the entity.

Misappropriation of assets

Misappropriation of assets involves the theft of an entity’s assets. Misappropriation of assets can be accomplished in a variety of ways including:

l Embezzling receipts (for example, misappropriating collections on accounts receivable);

l Stealing physical assets or intellectual property (for example, stealing inventory for personal use or for sale, stealing scrap for resale);

l Causing an entity to pay for goods and services not received (for example, payments to fictitious vendors, kickbacks paid by vendors to the entity’s purchasing agents in return for inflating prices, payments to fictitious employees);

l Using an entity’s assets for personal use (for example, using the entity’s assets as collateral for a personal loan or a loan to a related party);

l Misappropriation of assets is often accompanied by false or misleading records or documents to conceal the fact the assets are missing or have been pledged without proper authorisation; and

l Steps an auditor completes to respond to fraud risks in a financial report audit

Interviews and fraud inquiries

A critical part of the audit process is interviews and fraud-related inquiries. These meetings might be with management, the Board, internal auditors, employees, and legal advisors. Questions your auditor might ask you include:

l Whether management has knowledge of any actual, suspected, or alleged fraud;

l Management’s process for identifying, responding to and monitoring the fraud risks in the entity;

l The nature, extent, and frequency of management’s assessment of fraud risks and the results of those assessments;

l Any specific fraud risks management has identified, or have been brought to its attention;

l The classes of transactions, account balances or disclosures for which a fraud risk is likely to exist;

l Management’s communications, if any, to those charged with governance about its process for identifying and responding to fraud risks; and

l Management’s communications, if any, to employees on its views on appropriate business practices and ethical behavior.

Review of journal entries

A risk present in all entities is management override of internal control. This is because management can manipulate accounting records and prepare a fraudulent financial report by overriding controls that otherwise appear to be operating effectively. Accordingly, your

auditor may test the appropriateness of journal entries recorded in the general ledger and adjustments made in the preparation of a financial report.

Review of accounting estimates

Accounting estimates and critical judgments made by management are fundamental to the preparation of a financial report. Accordingly, your auditor will consider:

l Whether the judgments and decisions made by management in determining the accounting estimates included in the financial report indicate a possible bias, potentially representing a risk of material misstatement;

l Performing a retrospective review of management judgments and assumptions reflected in the financial report of the prior year; and

l Responsibility for the prevention and detection of fraud in financial reporting.

An audit is an important, independent, oversight function. The primary responsibility for the prevention and detection of fraud rests with those charged with governance of the entity and/or management. It’s important management places a strong emphasis on fraud prevention. By doing this it may reduce opportunities for fraud to take place, and increase fraud deterrence, resulting in individuals not committing fraud due to the likelihood of detection and sanction.

We often hear the expression ‘tone at the top’ –meaning whatever tone management sets ‘trickles-down’ to employees of the entity. l

“ It’s important management places a strong emphasis on fraud prevention. By doing this it may reduce opportunities for fraud to take place, and increase fraud deterrence.

Electronic Self Storage Door System, access control and individual unit alarming

Sentinel Storage Security has electronic unit roller doors and swing door locking systems

• Mobile telephone application

• Keypad function

• FID fob

• Proxy card

Control door access from the Mobile App or Web Console

Live syncing between the two

Mobile App

• Register your account

• Used for lock and gateway setup

• Unlock using Bluetooth

• Share Bluetooth (Mobile) keys

• Issue preconfigured pin codes with expiry time and date (8 digits)

• Remote Unlock

• Admin create manager access and rights from the Mobile App

• Admin and Managers have separate logins and rights

Web Console

• Log in using the details you registered on the Mobile App

• Remote unlock

• Create unique remote pin codes (4-6 digits)

• Add/remove RFID card access remotely

• Retrieve live unlocking records and battery status

• Manage lock signal strength and online status

• Admin and managers have separate logins

• Real time low battery status alert

• Managers will see locks to manage if Admin has allowed it

Protecting your assets - Part 2

by Timm Martin.

Storage facilities spend a lot of time and money ensuring the basics are covered to provide the customers with a solution for their storage needs. Often things on site are overlooked or dismissed as ‘superfluous to requirements', but these can be important things that are needed to protect valuable assets. Here’s a few ideas to help before incidents occur.

The need for a physical barrier is often overlooked. Extra bollards protect keypads, gates, and gate motors. Being aware of simple things such as building corners and overhead hazards like site signage and advertising billboards. It is cheaper to replace a $500 bollard than a $3900 keypad, plus the added inconvenience of a call-out.

In the instance where a guard is required for the night add an extra $125 per hour depending on the time of day and the day of the week (primarily late nights and always a Friday afternoon at about 4.55pm).

There are always security concerns where those looking to do the wrong thing will target valuable equipment. Gates and gate motors are high on the list. If you can easily

reach your foot through a fence or gate and kick over a poorly mounted gate motor it will almost always render the gates useless as a deterrent. If the gate motors are not fitted with tamper proof devices, they can often disengage the clutch and make the gate easy to push open with your hands.

A few companies make gate motor anti-theft brackets, but even the positioning can help a lot. Where possible, have a gate motor installed behind a gate post, bush or concrete pillar to stop them being hit or tampered with. Failing that, some added mesh, Colourbond or Perspex to stop anyone reaching through can often be enough of a help to reduce incidents.

One of the largest concerns for damage at any facility are automated roller doors. Often these are left on a timer and left with outdated technology acting as a safety beam across driveways and loading bays. Recent innovations have significantly helped reduce the number of expensive incidents as previously passive reflectors were considered the best solution. These reflectors would often fail in

There many things you can do to protect assets

l Uninterruptible Power Supply (UPS) or better for expensive electrical systems

l Commercial grade Power filters for PCs and CCTV

l Bollards to protect building corners, eaves, and keypads

l Tamper lock and guards for gates and gate motors

l Upgraded sensors on roller doors and driveway gates

l Upgrade your induction for customers to explain in detail the hazards in loading bays

l Movable safety bollards where not possible to position a permanent bollard to protect keypads and building blind spots

l Driveway and loading bay markings in safety yellow to demarcate roller door and gate boundaries

l Good quality pest control surface spray at the base of keypad stands and around camera housing

l Good quality and easy to understand signage

l Highly visible driveway markings

not recognising an obstruction and close roller doors on top of cars and trolleys. Mostly they were two beams, and anyone who has seen a roller door descending on a trolley or ute parked across these beams knows that feeling of dread.

Safety beams are more advanced technology and can contain active beams that can react to fog, smoke, dust and driving rain but are not always fail-safe. Light curtains and leading laser cut-offs are more reliable and can sometimes be retrofitted. l

Invest in training

With so many shifting priorities and changes over the past year, it’s easy for training to slip down the to-do list – but it’s not too late to invest in training and reap the benefits in your business.

Taking time out for training provides an opportunity for your team to reflect, regain perspective and learn new ways of working. An empowered, more positive and supported team is evident at every step of your customer’s experience, which is ultimately a reflection on your business.

From improving productivity and operational efficiency, loyalty and morale, providing training opportunities for your staff could be one of the best investments you make in your business.

Benefits for your staff

Upskilling

Learning new processes or concepts

Staying up-to-date with industry

Investment in their career

Improves morale

SSAA Online Industry Training

The SSAA provides a range of training materials and resources for members to support their businesses. The recently launched Online Industry Training will help you and your team stay up-to-date with industry knowledge, improve your facility management skills and adhere to industry standards.

Benefits for your business

Improves knowledge gaps

Increases productivity

Operating to industry standard

Improves customer experience

Highly skilled team

The SSAA Online Industry Training consists of 12 modules and successful candidates receive a certificate on completion. The first two introductory modules are complimentary and available to members via the SSAA online learning platform in the Member Portal. l

Register today!

SSAA IN 2021 – A SNAPSHOT

ONLINE EVENTS

Learning Event of the Year (LEOTY)

+830

TOTAL MEMBERS

+1540

TOTAL MEMBER FACILITIES

What members are saying about us!

“ They’re always very helpful with any issues we may have, and information is readily available.

“ Very happy with the SSAA and everything they provide... I really value it.

“ The greatest benefit to me is knowing it is there to help if needed.

ATTENDEES 150

Rated excellent speakers and delivery of content

Rated excellent for overall experience with LEOTY

Virtual Series: Industry Week

ATTENDEES

112

WHAT ATTENDEES HAVE SAID: Great concept & informational Convenient being online Valuable andsessionsgreat

RESOURCE UPDATES CUSTOMER STORER GUIDELINES (CSG) COVID-19 RESOURCES

NOW AVAILABLE TO MEMBERS! SSAA ONLINE INDUSTRY TRAINING

ONLINE ENGAGEMENT

WEBSITE +12,500 Members Portal visits a year

STOReFLASH 46% Open Rate (20% higher than the industry average)

CONTENT 1800 minutes of online content delivered across the year

Maximise your SSAA Membership

Renew your 2022 membership to take advantage of these member benefits!

MEMBER BENEFITS:

INDUSTRY INSIGHTS

l 2021 Industry Snapshot

MEMBER TOOLS

l My Storage Finder

l StorerCheck

A range of tools to support your business.

Improve your visibility online through My Storage Finder. Reduce your business risk by using StorerCheck to alert you to potential problem storers.

BUILD CREDIBILITY

l SSAA Member Logo

Gain recognition and credibility for your business as a member of the SSAA.

CONNECT

l 2020 State of The Industry Report

l SIP Storage Industry Platform

Keep up to date and informed with our expert research, industry knowledge and insights through our resource library.

BUSINESS RESOURCES

l Self Storage Agreement Templates

l Agreement explainers and user guidelines

l Letter templates and communication guides

l COVID-19 Resources

Important operational resources for your business.

l SSAA Publications

– Insider Magazine

l Sign up for our monthly e-news –STOReFLASH

l Connect on Social Media - Facebook, Instagram, LinkedIn

Stay current with our publications and connect with us through our social media platforms.

MEMBER HELP DESKS

l Legal

l HR

l OHS

l PR

The SSAA has partnered with industry experts to provide support and assistance to members through our help desks.

NETWORK

l SSAA Convention

l Industry Networking Days

l Webinars & Virtual events

Whether online or in-person, our events are designed to inspire, educate and encourage industry connections.

LEARN & DEVELOP

l SSAA Online Training

The perfect professional development training designed for members and staff. Gain specific storage industry knowledge and improve your business operations.

SSAA Online Industry Training

12 modules with two complimentary introductory modules now available. Each module takes approximately 15 to 30 minutes to complete and is accompanied by handy Quick Reference Guides.

Visit the Member Portal to sign up today!

How thermal imaging can save your business from disaster

by Midland Insurance Brokers.

What is thermal imaging and what are its benefits?

Thermal imaging – or thermography – is the process of using a specialised camera to measure infrared radiation emitted by an object regardless of lighting conditions. The varying levels of radiation are then converted into a unique colour gradient that relates to fluctuations in temperature, accurate to one-tenth of a degree.

As a non-invasive and visually concise tool, thermal imaging helps to uncover any potential problem areas in the workplace efficiently and safely. It’s an effective method of protecting your business’ assets, helping to prevent significant loss or damage to stock, equipment, or machinery, and can ensure the safety and security of your employees and your overall operation.

Thermography is used for a variety of purposes, and can return many benefits, such as:

l Measuring temperature variations and identifying target areas that need repair;

l Reducing outages and electrical energy costs;

l Reducing the risk of expensive equipment damage due to electrical fault;

l Locating electrical hot spots;

l Detecting air leaks and moisture penetration;

l Eliminating the need for exploratory demolition;

l Minimising long-term repair costs; and

l Helping to control insurance claims costs.

Using thermal imaging to reduce your insurance premiums.

Thermal imaging is becoming increasingly common for many Australian businesses to use as a way to decrease their commercial insurance premiums. Because of the value the technology can provide in preventative maintenance programs, insurance companies are rewarding businesses who are taking action to establish a low-risk environment and fire-reduction strategies. This consequently ends up providing access to lower insurance costs and prevents production downtime.

How often is thermal imaging needed?

There are no set standards – it will depend on the type of equipment your business uses, and the load the system is under.

As a guide, for a regular office building, a thermal imaging scan should be conducted every two to three years. For a manufacturing site – which has a high-power drain on the electrical systems – a scan at least once a year is advised. The frequency of a thermal scan for your business can also be more accurately identified during a risk assessment of the premises, or at the request of your insurer or broker.

Below are some of the ‘higher risk’ sectors and environments where an annual thermal imaging scan can help to strengthen a business’s loss prevention program.

Electrical maintenance

Thermal imaging can discover over-heated components in electrical devices and switchboards (preferably while under peak loading), accurately detecting hot spots generated from issues like:

l Loose electrical connections;

l Unbalanced loads;

l Overloading of electrical circuits;

l Deteriorated electrical insulation; and

l Damage caused by pests chewing on wires. These tests can help prevent serious injury, or even death from electrocution, while also saving your company time and money.

Construction

A thermal scan will help locate building defects such as missing or faulty thermal insulation, heat leaks, delaminating render, and any condensation problems. Results can be used to improve the efficiency of heating and air-conditioning units.

Plumbers

Use thermal imaging to inspect sites of possible leaks, mainly through walls and pipes. Since the devices can

be used at a distance, they’re ideal for finding potential problems in equipment that is either hard to reach or might otherwise pose a safety issues to workers.

Cool rooms

Thermal imaging can be used in cool rooms, freezers, and temperature-controlled facilities to identify variances in temperature through vapour leakage or thermal transfer in the insulated panelling. Any fluctuations in temperature can affect product shelf life, not to mention greatly increase energy costs.

A scan is best performed at completion of a cool room construction. It will pinpoint the exact location of a possible thermal leak between panel and connection points.

Roofing

Most roof failures occur within the first seven years. Even if your roof is relatively young, a thermal scan can help reveal any accumulated moisture below the surface –moisture creates an environment conducive to mould.

Infrared inspections can detect issues on roof membranes, saving you the effort and the significant expense of dismantling and replacing the entire surface.

Key points:

l Thermal imaging can detect any problems areas in the workplace that are susceptible to temperature fluctuations – helping to prevent and manage things like electrical failure or electrical “hot spots”, excessive friction with machinery, moisture penetration or air leaks.

l A thermal scan can reduce the likelihood of problems long before they arise, saving your business from considerable downtime and costly repairs.

l It’s recommended that a thermal scan be conducted every one to three years (depending on the size and nature of your business).

l Prevention is better than the cure.

Mechanical equipment and machinery

Thermal imaging can also be used on mechanical equipment to detect issues like motor bearing problems or motor shaft misalignment. When operating under normal load conditions, thermal imaging scans on equipment and machinery can detect:

l Excessive friction

l Non-uniform heat flow

l Temperature distributions

l Motor and bearing wear

l Pipe insulation

l Tank levels

How much does a professional thermal imaging scan cost?

This will depend on the size and nature of your business. Most small commercial buildings can have their main switchboards and associated components inspected for under $500. For larger operations (e.g. a scan of multiple rooms, switchboards or equipment), you can expect a cost between $1,500 - $2,000.

Even though a good quality thermal camera can be purchased online for around $500 these days, getting a professional to perform an infrared inspection is much more involved than a simple ‘point and shoot’ approach.

A professional inspection is all about gathering accurate and reliable data, having it interpreted correctly, and then clearly communicating those findings to the business owner so that they can make reliable and informed decisions.

Keep in mind that there are regulations for certain industries that require their thermal imaging scan to be completed by someone with a Level 1 Certificate in Infrared Thermography. These industries include electrical and mechanical, building, horticulture and agriculture, dairy, defence, and security.

Getting a regular professional thermal imaging scan of your business might seem expensive initially, but it’s a small price to pay if it means avoiding costly damage to your equipment, long-term repair costs, loss of production time, or even loss of your business altogether.

As the old adage goes, prevention is better than the cure. l

of industrial fires are caused by faulty electrical equipment

22%

Four communication skills you need in business

by Rebecca Smith – That Comms Co.

Communication is a powerful tool and when done well it can have an enormous impact on the success of your business. How you personally represent yourself in both verbal and written communication is likely to be interpreted by your potential customers and employees alike as a good indication of the type of experience they will have with your business.

Despite there being a vast number of channels available through which to communicate, the characteristics of a good communicator and the principles of good communication remain the same across the board. So what does good communication look like in practice? Be approachable, listen well, respond honestly and know your audience.

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.

1 Be approachable

During childhood, most of us would been told at some stage to sit up straight, take our hands out of our pockets, or to put something down that we’re fiddling with. Each of these actions are social cues aimed at ensuring we’re ready to receive information, are actively listening and able to participate fully in an exchange of information. Maintaining eye contact, nodding your head and being present during conversations is very important.

To make your business more approachable online, regularly interact with your social media followers. Take the time to acknowledge their comments and respond to their questions. This will not only have the effect of increasing your engagement with customers and

the visibility of your brand, but it will also show you’re approachable. Encouraging feedback and responding promptly to customer emails is good practice. Be sure to maintain positivity, professionalism and empathy where required in all of your digital communications.

2 Successful communicators are great listeners

Good communicators are effective listeners who don’t jump to conclusions. They focus on the person or issue in front of them and try to avoid getting distracted during a conversation. If you’re addressing a difficult situation, it’s paramount that you actively listen, ask relevant questions to gather the required information and encourage the other party to fully explain the problem they’re facing. It is only by openly listening that you’ll be able to understand an area of concern or conflict and subsequently offer a wellconsidered response.

Speak honestly

3

Great communicators don’t intentionally mislead people, nor do they shy away from difficult conversations. If you’re unable to immediately respond to a customer complaint or question, or to a concern from an employee, that’s OK. Offer a time that the person can expect a response by, and stick to that deadline, as sweeping a matter aside in the hope it will be forgotten will only escalate frustrations. Whether you’re communicating with customers or employees, honest communication is about sharing what you do –or don’t - know, honouring your promises and treating people with respect.

4 Know your audience

Before jumping into a conversation, make sure you consider the group you’re speaking to and how they would preference receiving your message. Understanding your audience, how and when they like to be communicated with, along with the messages that are most important to them will ensure your communication is relevant and timely. If you’re handling a difficult conversation in person, where possible pick a time to do it when you’re both likely to be calm and do it in a place where you’re both comfortable. Timing is important, just as is acknowledging the needs of the person you will be speaking with. 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.

“ Good communicators are effective listeners who don’t jump to conclusions. They focus on the person or issue in front of them and try to avoid getting distracted during a conversation.

Taking the next step –automation

Automating common self storage administration tasks will save you time and money.

Acombination of frequent lockdowns and a change in customer perception means that more and more often, customers expect to be able to ‘self-serve’ by finding answers to their questions and needs directly from your self storage facility’s website. That means you need to offer potential storers a seamless digital experience that provides solutions to their questions about unit availability, pricing, and signup processes – before they find a competitive facility. Ultimately, the easier you can make the purchasing journey and signup process, you are more likely to convert a lead to a customer.

There are several parts of the self storage customer journey that are ripe and ready for automation. Ideally, your self storage management software can offer you all the tools and functionality you need to provide your potential and currsent storer with a great online experience. This article explores a few key ways you can automate and digitalise your business processes – both to save you and your customers time and help your facility make more money.

Reserving and moving in online

If you’ve got a quality lead on your website, looking to commit to one of your units – you want them to commit to your facility now, rather than hoping they take the time to give you a call or that they find the time to pop by your office.

For this, you need an online tool that allows your potential storers to select the size of unit they’re interested in and see real-time availability and pricing that’s been pulled straight from your management software. From there, they can decide which one they’d like and easily enter information such as their name, email address and phone number. Voilà – a quick, frictionless experience and a lower risk of abandonment.

Once you’ve got your reservations online, we recommend closing the loop and offering online move-ins as well. Storman Cloud’s Online Move-ins product enables your customers to fill in all of their details, e-sign online, set up recurring payments from their card, and have their storage agreement contract sent as a PDF to their nominated email address – easy. This lets your customers complete their paperwork digitally anywhere, anytime – whether it’s on an iPad in your office, directly from your website, or from a ‘signup at home’ email link.

Convenient and automatic payments

Providing your customers with an automated way to pay that suits their needs is a significant first step towards reducing payment delinquency – and smoothing cash flow.

For example, you might use your self storage management software to automatically debit rental fees, either via a credit card or bank account – removing the need for your storer to remember to pay their bill manually. This simple automation means that their payment method will be charged at your chosen frequency until they move out –saving both you and your customer time and effort – ‘set and forget’.

You might also want to offer your storers an online payment portal via your website – so they can log in, view their current balance owing, and pay straight away. If you’re using Storman Cloud, a ‘pay now’ link can also be added to all emails and text messages sent from Storman Cloud, automating collection and taking a lot of the legwork out of chasing debtors for you and your team.

There’s plenty of new and exciting ways self storage facilities can use software to offer storers a better experience and save time and smooth cash flow. To see how we can help your self storage facility, book your online demo today! Storman Cloud can offer your facility all of this and more. l

To learn more about Storman Cloud, simply scan the QR code with your smartphone, visit storman.com, or ring on 1300 669 020.

The penalties of not paying penalties

By Natalie Bol

The Fair Work Ombudsman is very quick to name and shame businesses caught underpaying or not doing right by their employees – and so they should. You would be aware of some big names who were in the media over recent years for all the wrong reasons. Gone are the days when an employer who discovered an underpayment would be left to their own devices to deal with the return of entitlements and payments to its employees.

In Australia if you are caught doing the wrong thing, businesses will now be enforced to go through a full payroll audit as result of the error. For anyone who has experienced a payroll audit, you know how time consuming and unpleasant it is.

Case study

Recently I learnt of a company that wanted to make some changes to all the employee’s rosters. While some Modern Awards have provisions for this type of change it does have parameters around how it can be implemented. These usually include a consultation process and mutual agreement.

The business in question has a workforce in one area that works Monday, Tuesday, Thursday, and Friday systematically every week. The state they reside in had a public holiday coming up on a Monday.

The business decided to email all employees advising that the roster would change the week of the public holiday (and for that week only) to Tuesday-Friday.

When the business was questioned as to why they took such action the response was around losing a day of work and falling behind and this way the business still had four full days of work production. Let me point out that this type of action is fraught with danger and could land this or any business that does the same, in some hot water with the Fair Work Ombudsman. Essentially by making the change to the roster for one week only, this business would be intentionally causing wage theft of their employees.

The advice here is that you cannot change an employee’s roster (unless specified in a Modern Award) for one week only. If there are concerns regarding loss of productivity and the business needs to continue operations over a public holiday, the employer can either open on the Monday and pay the public holiday rates or offer overtime and pay overtime rates during that week to catch up on any lost production.

While the employer may believe their actions will save a few dollars in the short-term, the long-term effects can be disastrous for a business.

Most employees are aware of their rights and entitlements. If the employee contacts the Fair Work Ombudsman, you risk receiving fines that far outweigh any penalties you should have paid plus reputational damage as an employer.

And something else of note, this type of behaviour also affects culture and team morale. To be honest, who wants to work for someone that would treat employees that way?

So check in with the SSAA HR Helpdesk to make sure you are paying your employees within the law and giving them the conditions they are entitled to, and help protect your brand and your culture. l

If you would like any further information call the SSAA

1300 01 SSAA / 1300 017 722

“ To be honest, who wants to work for someone that would treat employees that way?

How to lead safety without cursing

While we all want to remove the word COVID from our screens, our dreams and the news – 18 months into a pandemic, the rules of leading safety stand true. Craig Salter explains.

l Acknowledge what is important to your leaders is important to your team. Make safety important –unauthentic references to safety don’t fly.

l Make a list of the ways either workers or the public could get hurt from your operations. Then in a column besides, document what you have put in place to stop this from happening. Focus on the ‘hurt’ that could put people in hospital; or worse. Also, consider both physical hazards and psychosocial hazards. Don’t be disheartened when you identify things that you could improve. This is the point of the exercise.

l Ensure that your safety program is sustainable. Spreadsheets and folders can be effective if you are organised. However, for the ‘normal’ person are difficult to maintain. Software like Safety Champion Software supports you to manage incidents, hazards and inspections; and schedule health and safety tasks. Notably, the software reminds you when deadlines approach. There’s a free version of Safety Champion Software that every SSAA member can access –what’s holding you back?

https://www.safetychampion.com. au/web-go-free-plan/ l

As a leader, you would be entitled to be the ‘f’ word(s)

– fatigued and frustrated; as, yes, it’s not easy to continue to make things feel normal when we’re not in a ‘business as usual’ environment.

However, with uncertainty, it’s important to:

l Be Direct

l Be Understandable

l Be Reliable

Providing the facts, creating context and giving clear direction allows for optimism; and ensures people know that they can count on you.

We at Action OHS Consulting, as SSAA’s OHS Help Desk partner, want to provide you with direct, understandable and reliable direction on how to establish an effective health and safety program. Use this as your reference:

l Accept that the leaders of your business own safety – if things go pear-shaped, the regulator will come after the ‘chiefs’, ‘owners’, and ‘directors’.

l Get out your pens, pencils or crayons and flowchart some key processes. Document:

• How are hazards reported?

• How are incidents reported?

• How are new staff inducted and onboarded?

• How are risks identified and managed? Consider routine inspection programs and routine review of the ‘how people can get hurt’ document. If you want a head start, who doesn’t? – access then amend the Health and Safety Handbook that the OHS Help Desk has developed for the SSAA – can’t locate? Reach out.

l Ask questions, then listen. There’s the saying, we have one mouth and two ears for a reason – when leading safety, trust this ratio. Have regular structured and unstructured conversations with your workers. Ask them what’s working and what’s broken? Ensure they understand the purpose behind the controls you have established.

Looking for more small business safety insights? Download the War of Safety Webinar Series: https:// www.actionohs.com.au/the-waron-safety-webinar-series/

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.

Craig is the Director of Action OHS Consulting, specialists in OHS problem solving and innovation.

Damaged goods

by Hunt & Hunt Lawyers

As a facility owner, providing a safe place for people to store their goods is a fundamental part of providing a self storage service. However, there will be circumstances where goods for some reason or another are damaged while in storage. If a complaint of damage is received, what should you do? And more importantly, when is it the facility that is liable for the damage?

Conduct an initial assessment

If your facility has a complaints procedure, follow this. When you receive a complaint from a Storer, you should conduct an initial assessment, during which you:

l Get all the details from the Storer – ask for photos of the original condition of the goods, and the damaged goods. Ask the Storer if they have any supporting information.

l Ask the Storer if they have insurance.

l Remind the Storer that the goods are generally stored at the Storer’s risk.

l Don’t admit responsibility but do show empathy. If after this initial assessment, you think the facility may be at fault, then ask to make an inspection.

Make an inspection

After working through your initial assessment, the next step is to inspect the alleged damage and the alleged cause of the damage. If it is not an emergency, you will need to get permission to enter the space. If, for whatever reason, the Storer does not consent to you entering for an inspection, make a note of this refusal, including details such as when it was expressed, how and any reasons that were given at the time.

You should then provide the Storer with notice that you’re going to enter the space for a general inspection after 14 days, in accordance with clause 21 of the SSAA Standard Agreement (clause 20 of the New Zealand Agreement).

NZ Comments: Given the risks that arise to the facility from accessing a unit, it is always best to enter the space with the Storer and another staff member. If you do access the space without the Storer, we recommend that you do so with another staff member, and take a video of yourself entering the space, as well as the condition of the space and the goods.

Document the damage

Once you have gained access to the space, make sure you document the damage or lack thereof, the condition of the unit and any alleged causes off the damage.

The best way to do this is to take photographs or videos whilst inspecting space. Most smartphones and digital cameras will timestamp the date and time a photograph was taken but ensure you record these details in your notes along with any other observations.

Respond to the Storer

Generally speaking, the Storer bears the risk and is responsible for any damage to the stored goods. This includes damage incurred as a result of fire, water, mould and pests.

This onus is set out in Clause 16 of the SSAA Standard Agreement. Clause 16 provides that the Facility’s services come with non-excludable guarantees under the Australian Consumer Law (ACL). Still, ultimately the goods are otherwise stored at the sole risk and responsibility of the Storer.

NZ Comments: Clause 11 of the NZ SSAA Standard Agreement is similar to the Australian version above –allocating risk of damage to the goods to the Storer, unless the Facility is required under New Zealand consumer laws to take responsibility (for example, the Facility is responsible to provide its services with reasonable care and skill) – see below.

Australian Consumer Law

The Australian Consumer Law includes a set of rules that applies to goods and services that consumers purchase.

These non-excludable guarantees cannot be overridden by the burden of risk on the Storer outlined in the Agreement. These guarantees means that the services provided by the Facility must be:

l provided with due care and skill;

l fit for any specified purpose; or

l provided within a reasonable time when no time is stipulated.

Tony Raunic, Managing Principal, Elissa Raines, Lawyer and Helen Hodgins, Lawyer, with New Zealand comments from Jackson Russell Lawyers Darryl King, Partner and Katie Wright, Associate.

New Zealand comments: The New Zealand response is the same as for Australia, we would recommend that when accessing the unit without a storer you have two staff members present, and you should consider using video recording of access, the condition of the space, and the condition of the goods.

A key part of minimising your risk is to ensure when you sign Storers up that they know that their goods are stored at their own risk. Your staff should be trained in how to handle this situation, to ensure they don’t breach consumer laws and respond appropriately.

The SSAA Legal Help Desk can help step you through your options to respond to a damage claim. This will help you ensure your obligations under the ACL have been met and help you respond to the Storer appropriately. 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.

New Zealand comments: The New Zealand position is very similar. In New Zealand, if you are providing storage services to a consumer, these services must be:

l provided with reasonable care and skill;

l fit for a particular purpose that the storer tells you about when they are signing up for storage;

l provided within a reasonable timeframe (if no timeframe is agreed); and

l provided for a reasonable price (if no price is set).

The first two bullet points are most likely to apply to a damage situation. Your staff should be trained not to tell storers that the space is fit for any particular purpose (for example – giving a representation that the space is suitable for wine storage, if it is just a standard space and not temperature controlled). This will help limit your risks here. Refer to the CSA Guidelines for further information.

When will I be liable for the damage?

For you, the facility, to be held liable for damage to goods stored within your facility, the Storer must prove that the Facility has acted negligently or was in breach of one of the consumer guarantees.

For example, they may claim that the unit was not fit for the storage of goods, which was the cause of the damage occasioned.

So, what should I do?

If a Storer makes a claim of damage, the Facility should:

l Not panic, and make sure the Storer feels heard;

l Consider the Storer’s importance to your business, and the commercial risks;

l Conduct an initial assessment;

l Make arrangements to inspect the damage and the alleged cause of the damage;

l Document the damage; and

l Seek advice.

2021 is shaping up to be the strongest selling market we have seen for many years.

WHY IS THIS THE CASE?

l NEW and EXISTING buyer groups are competing heavily for Self Storage assets

l Significant weight of capital attracted to this stable asset class

l Historically low interest rates

For a confidential discussion regarding your facility/facilities, 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

“ When you receive a complaint from a Storer, you should conduct an initial assessment.

ACCESS CONTROL, FIRE & SECURITY

PTI SECURITY SYSTEMS

Chadwick MacFerran

T: +61 1300 798 860 / +61 1300 159 473

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 Papp

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

BankEdge Pty Ltd

Daniel Chalmers

T: +61 418 337 932

E: daniel.chalmers@bankedge.com www.bankedge.com

Bishop Collins Pty Ltd

Phillip Keenan

T: +61 2 4353 2333

E: mail@bishopcollins.com.au www.bishopcollins.com.au

HR SERVICES

HR Central Cath Grawe

T: 1300 717 721

E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES

AON Risk Services

Darren Clauscen

E: darren.clauscen@aon.com

T: +61 2 9253 8350 www.aon.com.au/storage

––––––

AON Risk Services NZ

Jeffery Nathan

T: +64 9 362 9535

E: jeffery.nathan@aon.com www.aon.co.nz

Midland Insurance Brokers

Gilda Mihran

T: 1300 306 571

E: storage@midlandinsurance.com.au www.midlandinsurance.com.au

Wallace McLean Ltd Insurance Brokers and Risk Advisers

Simon Keenan

T: +64 9 358 7233

E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LEGAL SERVICES

Hunt & Hunt Lawyers

Graeme Armstead

T: +61 3 8602 9200

E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS

SOUTHWELL LIFTS AND HOISTS

David Head

T: +61 2 4655 7007

E: sales@southwell.com.au www.southwell.com.au

ABT Loadmac Ltd

Chris Walker

T: +44 0 1989 563 656

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

––––––

Safetech Lifts & Hoists

Tony Krlevski

T: +61 3 5127 4566

E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES

Kennards Self Storage Management Services

Fiona Harding

T: +61 2 9764 9815

E: fiona@kss.com.au www.kss.com.au

Pioneer Performance

Leigh Thewlis

T: +61 438 021 944

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

Storage King Management Services

Martin Richards, Australia/ New Zealand

T: +61 2 9460 6660

E: martin@storageking.com.au www.storageking.com.au

––––––

StorAssist

Sally Chodan

T: +61 403 533 640

E: sally@storassist.com.au www.storassist.com.au

StoreLocal

Mark Greig

T: 1300 099 022

E: partners@storelocal.com.au www.storelocal.com.au

Vision Self Storage Management

Gavin Koorey

T: +61 2 9432 2880

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

OHS SERVICES

OHS Action Consulting

Craig Salter

T: +61 409 772 499

E: craig.salter@actionohs.com.au www.actionohs.com.au

Workplace Access and Safety

Carl Sachs

T: +61 3 9045 6200

E: carls@workplaceaccess.com.au www.workplaceaccess.com.au

REAL ESTATE & VALUERS

Box Commercial Estate Agents

Robert Stanley-Turner

T: +61 4 1898 2000

E: rob@boxcom.com.au www.boxcom.com.au

CBRE

Michael Walsh

T: +61 7 3833 9833

E: michael.walsh@cbre.com.au www.cbre.com.au/people-andoffices/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

Savills Valuations Pty Ltd

Basil Simitci

T: +61 7 3221 8355

E: bsimitci@savills.com.au www.savills.com.au

––––––

Urbis

Shane Robb

T: +61 3 8663 4888

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

SOFTWARE SOLUTIONS

STORMAN AUSTRALIA

Duncan Clarke

T: +61 7 3319 1522

E: sales@storman.com

www.storman.com

STORMAN NEW ZEALAND

Duncan Clarke

T: +64 9 280 3393

E: sales@storman.com

www.storman.com

ADVAM Pty Ltd

Clare Millwood

T: 1300 130 778

E: advam@tnsi.com

www.advam.com

Centreforce Technology Group Pty Ltd

Dallas Dogger

T: +61 7 3889 9822

E: sales@centreforceit.com.au

www.centreforceit.com.au

Podium

Taylor Cutler

T: +61 478 180 191

E: taylor.cutler@podium.com

www.podium.com

––––––

Sitelink

Michael Dogger

T: +61 7 3889 9822

E: support@sitelinksoftware.com.au

www.sitelinksoftware.com.au

STORAGE CONTAINERS

UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade

T: +61 438 256 541

E: shay.mcquade@universalstorage containers.com

www.universalstorage containers.com

BOS Containers Australia

Elise Kelsey

T: +61 3 9720 4455

E: ekelsey@aimhire.com.au

www.aimhire.com.au

––––––

Royal Wolf Trading

Craig Baker

T: +61 2 9482 3466

E: removals@royalwolf.com.au

www.royalwolf.com.au

WEBSITE DESIGN

Big Budda Boom Pty Ltd

Andy Pudmenzky

T: 1300 660 937

E: info@bigbuddaboom.com.au

www.bigbuddaboom.com.au

––––––

R6 Digital

Michael Dogger

T: +61 7 3889 9822

E: sales@r6digital.com.au

www.r6digital.com.au

FACILITY MEMBERS

Maroochy Mini Storage

17 Endeavour Drive

KUNDA PARK 4558 QLD

T: +61 7 5444 4411

E: maroochystorage@gmail.com

Titan Containers Australia

26-32 Banfield Crt

TRUGANINA 3029 VIC

T: 1300 484 823

E: jtu@titancontainers.com.au

Caravan King Mobile Repairs

22 Husband Rd

BARRAGUP 6209 WA

T: +61 8 9534 7572

E: caravankingmobilerepairs@gmail.com

ADDITIONAL FACILITIES

Titan Containers New Zealand 120 Greenwood Rd

MANGERE 2022 NEW ZEALAND

T: +64 800 484 826

E: nz@tcmail.eu

PROVISIONAL MEMBERS

Begley Group

160-170 Hamilton Highway

FYANSFORD 3020 VIC

T: +61 429 438 589

E: jess@begleygrp.com.au

The Kasa Group

PO Box 4967 Gold Coast MC 9726

GOLD COAST 9726 QLD

T: +61 7 5556 4442

E: adam.webb@thekasagroup.com.au

Have you logged into the updated Member Portal on the SSAA website?

It is now quicker and easier to navigate to all the information you require. Simple, easy steps with all the information at your fingertips. By logging in you can access all member documents and update your preferences. Have a look and please let us know your feedback too.

If you have any questions please call 1800 067 313 or 0800 444 356 or email admin@selfstorage.com.au

Code of Ethics

The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professional excellence for the ultimate benefit of all members and customers.

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

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

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

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

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

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

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

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

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

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