Insider 132

Insider

132

SEPTEMBER 2023

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

OPERATIONAL EXCELLENCE

Storage Agreements Summer Safety AWARDS FOR EXCELLENCE WINNERS INDUSTRY NEWS | HUMAN RESOURCES | OH&S | LEGAL | TRADE DIRECTORY

Prioritise your

PRIORITY BOX

The last box in, the first box out

Features & Benefits

Designed for ease of locating those important and essential items for that move-in for items such as kettles, remote controls, cables, chargers, toiletries, cleaning products, and all other incidentals so they can be close to your fingertips.

•

Priority box comes pre-printed with generic print to label contents and identify priority box.

•

Size - 406mm x 298mm x 431mm.

•

Available in bundle quantity of 20 cartons.

•

Recyclable after use.

CONTENTS 3

SSAA BOARD OF DIRECTORS

12

Chairman – Michael Alafaci Storage King Group, New South Wales Aaron Alsweiler Safe Store Self Storage, New Zealand Ned Coten City West Storage, Victoria

David Daddow Able Self Storage, South Australia

20

Brent Hayes Store and More Self Storage, Victoria

Sam Kennard Kennards Self Storage, New South Wales Anthony Regis Regis Built, Victoria

Thomas Whalan Rent a Space, New South Wales

Adrian Wylde All-Bay Mini Storage, Queensland

LIFETIME MEMBERS Mark Bateman David Blackwell 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

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Priscilla Lee Member Relations

Georgia Dogger Marketing/Member Relations

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 with us online!

30

REGULARS

4 Chairman’s Report 6 CEO’s Report 35 OH&S 37 HR Help Desk 38 Legal Help Desk 40 Trade Directory 41 New Members 9 OUT AND ABOUT New Zealand

10 CELEBRATING 50 YEARS Kennards 50-year bash

12 VALUE-BASED PRICING

Value creation: revenue management in self storage

14 AWARDS FOR EXCELLENCE 2023

16 STORAGE AGREEMENTS

Contract changes: understanding new unfair contract legislation

19 OPERATIONAL INTEGRATION

Solving operational challenges through integrated solutions

20 OPERATIONAL BAD DEBT Operational excellence and bad debt

22 FIRE SAFETY

Fireproof facilities fit for summer

25 CONVENTION 2023 Program highlights

26 AWARDS FOR EXCELLENCE Excellence in industry Excellence in sustainability

28 COMPLEX CONVERSATIONS Talk it out

30 OH&S TRAINING

Level up your workplace safety

32 STATE OF THE INDUSTRY 2022 Operational metrics

36 NEW SERVICE MEMBER Unwired Logic

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au

Designed by: Keely Goodall / E: keely@itsallgood.net.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, 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.

SEPTEMBER 2023 INSIDER 132

4 CHAIRMAN'S REPORT

I

Michael Alafaci Chairman SSAA

t’s hard to believe that spring is already upon us and year end suddenly doesn’t seem so far away. That means Convention 2023 is just around the corner! I’m looking forward to meeting members old and new at MEL23 at the Grand Hyatt on Collins Street for three days full of self storage insights.

I’m interested to hear what Bernard Salt has to say about the current state of play and where opportunities might lie for the sector in these interesting times. I’ve also highlighted the session

by Michael McQueen as one not to miss, as a little futuristic forward-thinking goes a long way when considering strategy for the year ahead.

This year we’re also joined by some international self storage experts and attendees – we’re thrilled to have them make the trip down under and I know the experiences they share will help make our

Australasian member experiences all the richer.

Self storage is a global community after all!

Most of all, I’m looking forward to the opportunity to connect with members, to hear how business is tracking, learn how the association can contribute to your success and understand what’s on the horizon. Having the industry come together every year presents a valuable opportunity for members, suppliers and for those new to the industry. It’s a great introduction to the collegiate spirit of self storage.

See you in Melbourne! l

AIM QUICK BUILD CONTAINERS: when every bit of space counts Aim Quick Build Containers are the most versatile, quality solution for self-storage, warehousing or extra storage anywhere.

The containers come flat packed and can be assembled anywhere. Unlike shipping containers, Aim Quick Build Containers can be delivered to the back of a site, to an underground warehouse or assembled in a tight location. They can be joined, stacked, dismantled and relocated to suit your space requirements and changing needs.

Made with hot-dipped galvanised steel, Aim Quick Build Containers promise long-lasting quality. They come standard with oriented strand board floors, crane lifting lugs and forklift skids for easy movement.

They also come with a rain gutter system to prevent water pooling on the roof, and with a key locking system with a separate T-Bar for a security padlock.

For more information or a quote, call Aim Hire on 03 9720 4455 email jdillion@aimhire.com.au or visit www.aimsitesolutions.com.au

Aim Quick Build Containers come in a range of sizes including 1x2m; 2x2m; 2x3m and 2x4m.

Visit our website to download the exact dimensions.

6 CEO’S DINK REPORT

Makala Ffrench Castelli CEO SSAA

T

ickets have been selling fast for MEL23!

We can’t wait to bring everyone together in the heart of Melbourne for workshops, panel discussions and plenary sessions all focused on the fundamentals of self storage. Whether you’re an investor, developer or owner keen to delve into the fundamentals driving growth, a manager looking to learn the foundations of successful self storage operations or a supplier ready to share your new innovations, there’s something for everyone at Convention.

INSIDER 132 SEPTEMBER 2023

This year we’ve included the option to buildyour-own program, along with the ever-popular all-inclusive ticket. If you’re local to Melbourne and keen to come along for a just a few events, you can do that. If you’d like your Manager to come along for some workshops and networking opportunities, you can sign them up just for that. If you’re from interstate and keen to enjoy all the content plus the social engagements and everything else on offer, we love to see that! We’re eager to have teams come and learn together this year, so we’re offering group discounts for members and for suppliers too.

We couldn’t have all work and no play though – Melbourne has some amazing places to explore. Think hidden laneway adventures, the perfect cup of coffee, fine dining, a little shopping and plenty of fun along Flinders Lane. You’ll be able to meet your match at our welcome event at Ballers Clubhouse, where you can network over pool tables or dart boards long into the night. There’s plenty of social and networking time built into the schedule, with breakfasts, lunches and morning/afternoon breaks all together, plus plenty of time for the trade show. Of course, we’re ending MEL23 with the SSAA Awards for Excellence presented

by VISY Boxes and More, which is always a spectacular evening!

In this edition we look at various aspects of self storage operations and we’re pleased to share the release of more SSAA-developed training modules, to complement our existing legal training library. You’ll find them in our new-look member portal which we hope gives you all the tools and resources you need to make operating a self storage facility just that little bit easier. l

www.selfstorage.org.au

KEYLESS ACCESS FOR SECURE SELF-STORAGE Specifically designed for tenants who demand that extra level of security, HELOX lock

by PTI is the solution that blends the strength of hardened steel with keyless Bluetooth technology resulting in an almost impenetrable level of protection that is incredibly easy to use by both tenants and operators. ● $260+GST RRP per lock (with 84c per month subscription fee billed annually)

● PTI Cloud Controller installation required

● Retrofit your site to have the latest state-of-the-art lock technology

● Order your HELOX today!

The extremely versatile and robust HELOX lock is also ideal for operators who wish to have overlocking capabilities on-site for spaces off-limits to tenants. And because the rechargeable lock has a charge life of up to 5,000 cycles, this is one lock that an operator will not need to worry about servicing or even recharging for years of operation.

Contact PTI Storage Security today and discover the freedom, versatility, and security that steel and technology offer.

Pre-order your Helox locks or to learn more by contacting PTI Storage Security

| ptistoragesecurity.com.au | +61 3 9014 1444 | sales@ptistoragesecurity.com.au

OUT AND ABOUT 9

Out and about in New Zealand More than 40 members attended the SSAA Networking Series event at Safe Store Westgate in Auckland.

Attendees explored the facility's new expansion and enjoyed a great spread generously hosted by Aaron Alsweiler and Maria Pook. New Zealand members are eagerly awaiting the next event!

THANK YOU TO OUR SPONSORS:

ULTRA ACCESS

For all your printing needs • Standard Storage Agreements

• Envelopes

• Managed Storage Agreements

• With Compliment slips

• Truck/Trailer Hire Agreements

• Invoice sheets and books

• PIN Access cards

• Receipt books

• Door Tags

• Brochures

• Business cards

• Presentation folders

• Letterheads

• Name Badges

Free delivery for SSAA members anywhere in Australia

Member Since 1999

112 Wollongong Street, Fyshwick ACT 2609 PO Box 115 Fyshwick ACT 2609 t 02 6299 4500 e printing@homesteadpress.com.au www.homesteadpress.com.au

10 CELEBRATING 50 YEARS

Jared Mobbs (L) and Andrew Kirkham (2nd R) present some of the KSS Team with 5 year service awards (L-R): John Duong, Cameron Rickie, Kathleen Crawford, Luke Korte, Kellie Robley, Jesse Dux, Nazakit Ali, Matthew Harder and Anthony Donald.

1973 - 2023: 50 years of KSS A nostalgic celebration of Kennards Self Storage’s remarkable journey.

I

n 2023, Kennards Self Storage reached an impressive milestone: 50 years of operation, with more than 100 thriving stores across Australia and New Zealand. This significant anniversary marked half a century since Neville Kennard’s visionary concept took shape after a trip to the USA, with the creation of the first storage spaces at Kennards Hire Moorebank, NSW, in 1973.

The journey has been transformative, underlined by the cultural evolution led by Sam Kennard since the 1990s. The annual Kennards Self Storage Achievement Dinner is a pivotal element of this journey. The event provides a platform to honour the dedicated teams within the business, making it a cherished tradition.

This year, the celebration was amplified, drawing double the usual number of attendees from all corners of Australia and New Zealand. The chosen venue, the scenic Dockside at Darling Harbour, set a perfect backdrop for commemorating this half-century journey.

With a gathering of more than 200 guests and team members, the atmosphere was charged with excitement, promising an unforgettable night of festivities. The venue was adorned in the signature colours and banners of Kennards, adding a touch of nostalgia and significance to the occasion.

The evening commenced with the uproarious humour of comedian Mick Meredith, setting the tone for an evening of laughter and joy.

INSIDER 132 SEPTEMBER 2023

Sam Kennard CEO, Lara Kennard, Darren Marshall COO, and Maria Katselas Centre Manager Camperdown NSW. Darren and Maria were recognised for 20 years of service.

Kellie Robley QLD Operations Manager, Sandy Hapgood Assistant Manager Baringa QLD Roookie of the Year, and Keenan Mowat VIC Operations Manager.

At its heart, the event was a tribute to the dedicated Kennards team members who have been instrumental in the company’s success. The event provided an opportunity to acknowledge those who have spent five, 10, 15, 20 years and more contributing to the company’s growth and evolution.

This celebration also carried the flavour of the times, with award recipients playfully remarking on their absence during Neville Kennard’s groundbreaking start in ’73.

Sam Kennard added a personal touch to the evening by sharing anecdotes from the early years of the company and his memories with his father. The occasion was made even more special as his youngest daughter, Lara, joined him on stage to help present awards, symbolising a multi-generational commitment to the company’s legacy.

A particularly touching moment occurred when Sam recognised Darren Marshall, the COO of Kennards and former SSAA Board member, for his two decades of dedication and support.

The awards ceremony was not just about routine operations but also highlighted exceptional efforts that went beyond the norm, particularly during challenging times. The support teams behind the scenes were acknowledged for their essential role in ensuring the smooth functioning of the business.

As the evening concluded, special merit awards, known as “FREEDOM” awards, were presented, and Sandy Hapgood from the Baringa QLD team was honoured as the Rookie of the Year.

This celebration in 2023 was more than just a milestone marker; it encapsulated the vibrant spirit and journey that Kennards Self Storage has undertaken over five remarkable decades. Just as Neville Kennard ignited the journey in 1973, this celebration reinforced the company’s commitment to an equally promising future, underlined by the dedication and passion of its teams. l www.selfstorage.org.au

12 VALUE-BASED PRICING

VALUE CREATION:

revenue management in self storage A successful revenue management strategy is about finding the point at which price aligns with the perceived value.

F

or many self storage operators, pricing choices are a daily consideration. On any given day, a manager will have to think about selecting the right unit to sell, determining appropriate asking prices, deciding when to adjust prices, offering strategic promotions, countering competitors and managing rental increases. It’s a long list when you consider pricing strategy is just one component of successful self storage operations.

Enter Revenue Management, a strategic framework that uses data-driven algorithms to consistently find the optimum price for a product under multiple market conditions. In self storage, revenue management platforms help eliminate guesswork and automate pricing decisions. Many major operators now utilise sophisticated AI-driven revenue management platforms but the principles of successful revenue management can be applied to any size self storage business.

Crafting a successful revenue management strategy hinges on fully understanding the value you offer your customers and aligning the right price with that value.

One of the most effective approaches that achieves this alignment in revenue management is through Value Based Pricing, which works best when combined with value-oriented selling techniques grounded in behavioural economics and psychology.

At its core, value-based pricing involves highlighting the differences between the various storage units available and creating value in the mind of the customer. It’s important to understand that valuebased pricing is not about what you think or value, but how your customers perceive the benefits of self storage and specific storage units and in their mind, whether those benefits justify the price.

INSIDER 132 SEPTEMBER 2023

There are three key elements to successful value-based pricing strategies: l Differentiation: This means emphasising the unique qualities of each of your storage offerings. The more distinct, the easier it is for customers to see the value in each option. l Data-Driven: Using data-driven insights instead of relying on intuition helps set more accurate prices and enables a range of factors to play into pricing decisions. l Value-Based Selling: Taking cues from the latest in behavioural economics, consumer behaviour and psychology helps to tailor selling techniques to how customers are thinking and making decisions.

When these three elements come together successfully, self storage operators have the opportunity to find the optimal point where price aligns with the perceived value, achieving the win-win of customer satisfaction and increased revenue. Let’s unpack each element further.

Dare to be different

Differentiation, sometimes referred to as segmentation, involves categorising customers into smaller groups that share similar preferences or needs. In self storage, operators often don’t have a lot of insight into new customer preferences or needs, so unit size is often used as a proxy for segmentation. In retail or business environments, this type of segmentation is known as product segmentation.

For storage unit segmentation by size to be impactful, it requires a clear differentiation among unit types to ensure discernible distinctions from the customer’s perspective. What factors set these unit types apart in the customer’s eyes? www.selfstorage.org.au

“

Many major operators now utilise sophisticated AI-driven revenue management platforms but the principles of successful revenue management can be applied to any size self storage business.

Does it revolve around size, access or distance, convenience, climate control, security features or other variables?

Value-based segmentation delves into these “value drivers.” It classifies unit types so as to position unit prices in relation to one other, based on implied value or customer perceptions of value. For example, customers often value larger units over smaller units, drive-up units over interior units, ground floor over upper floors and units closer to lifts or entrance ways. Using these types of value drivers to help price units ensures that specific unit types command a price that maximises revenue.

Let data drive decision-making

The next step in implementing value-based pricing is to optimise the relationship between the value of each storage unit and its price. This step is about understanding how customers behave in the real world and, with the help of data, analysing this information to optimise pricing.

There are a number of sophisticated revenue management platforms that integrate with self storage management software and analyse a range of internal and external data points for pricing optimisation.

Historically designed for multi-site operators, these platforms can provide significant efficiencies but the same benefits are not out of reach for independent operators. Looking at readily available data sets including enquiries, reservations, move-ins, street rates, occupancy, days vacant and competitor pricing and analysing these all form part of a value based pricing strategy.

Whether operators utilise an artificial intelligencedriven platform, a multiple-signal model or a simplified system designed to suit their facility, the objective remains the same – finding the optimal price that a customer is willing to pay for each storage unit type.

Anchor value in the eye of the beholder

Daniel Kahneman is a psychologist and Nobel prize winner well-known for his contributions to behavioural economics. Kahneman popularised the theory that rather than being rational decision-makers, humans respond to the vast amount of information around them by relying on a series of mental short-cuts (heuristics).

Many of these short-cuts are prone to biases.

One of the most interesting biases is that humans struggle to judge scale in an absolute sense. Instead we make relative judgements, categorising an item as large or small by comparing it to other items around us. While this example works spatially in self storage, it also works in www.selfstorage.org.au

pricing. A customer may not know the price of a storage unit, but they will assume a ground floor unit is more expensive than a unit on a higher floor.

Kahneman also popularised the concept of anchor bias, that causes humans to focus on the first available piece of information (“the anchor”) when making decisions. This bias is what many brands rely on when showing a premium product next to a regular product to show the second product as better value or less expensive.

These theories play an important role when selling using value-based pricing methodologies. Showcasing unit types next to each other is a clever way to anchor pricing. Ideally, displaying two or three unit types at a time online with similar features will help provide a frame of reference for customers (but many more than that will be too overwhelming). In person, this may look like showing a premium unit before showing a more economical one, or highlighting the value-driver features tailored to that customer’s needs.

Every self storage operator has the opportunity to implement and benefit from value-based pricing.

Gaining a better understanding of pricing methodologies, operational data points and behavioural economics will deliver a win-win for owners and customers alike. l

Considering selling now or in the future?

Call for a confidential chat regarding the potential realisation level of your self storage facility.

■ Financial ■ Property

■ Compliance ■ Upside

Matt Walsh

Highway Frontage Real Estate

0411 880 054 156 Bay Street, Port Melbourne, VIC 3207

matt@highwayfrontage.com.au www.selfstoragerealestate.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

SEPTEMBER 2023 INSIDER 132

14 DINK

Awards for Excellence The SSAA Awards for Excellence program is designed to recognise those leading the way in the self storage industry.

The SSAA Awards enhances and highlights how facilities operate.

This recognition fosters innovation across the industry and motivates teams to excel, leading to long-term industry success.

A judging panel of distinguished industry leaders will critically assess all entries in their respective categories.

The finalists will be celebrated across the industry, with winners to be announced at the SSAA Awards for Excellence Gala Dinner on Thursday, 16 November.

Key dates

Page 18 Awards Change heading at the bottom to Facility of the Year Nominations Now Open (Up to 150 units)

Remove full stop after in web address after /awards Facility of the Year (150 – 500 units) Facility of the Year (Over 500 units) Best Facility Expansion or Upgrade Manager of the Year Service Member of the Year Excellence in Innovation Recognising excellence in innovation and improvement to a business process, product or service that benefits the self storage facility, industry or wider community.

Open to all member categories.

Excellence in Sustainability Recognising excellence in sustainability including environmental, social and governance initiatives that benefits the self storage facility, industry or wider community.

Open to all member categories.

Nominations: Now open

Excellence in Community Engagement

Nominations close: 30 September 2023

Recognising excellence in engaging with the local or broader community for societal benefit and/or outstanding contributions to community.

Open to all member categories.

Finalists announced: 31 October 2023 Awards Gala Dinner: Thursday 16 November 2023 Grand Hyatt, Melbourne As part of the Convention 2023 INSIDER 132 SEPTEMBER 2023

Excellence in Industry Recognising excellence in industry leadership, education, transformation or other business projects or initiatives that positively impact the self storage sector. Open to all member categories. www.selfstorage.org.au

SSAA DINK 15

How to prepare a stand-out submission: TELL YOUR STORY This is your chance to impress the judges with your business story and share your achievements. Share your insights and provide examples so the judges understand your business journey.

INVOLVE YOUR TEAM Brainstorm ideas with your team and get them involved in the process.

LET YOUR PERSONALITY SHINE THROUGH Your business is your passion; let that jump off the page and captivate the judges.

PROOFREAD Have someone read over your submission and give you objective feedback.

A PICTURE TELLS A THOUSAND WORDS Use imagery and graphics to support your submission. A selection of photographs can help bring your story to life and diagrams or graphics can help illustrate a complex topic. Including a video as part of your submission will take it to the next level!

ATTACHMENTS As part of your nomination you are required to attach your business logo and hi-res images and/or video. This is important as the images will be used to showcase your nomination in the Insider magazine, online and across the industry, so you want your business to look its best!

Nominations Now Open Apply online: This year the SSAA Awards for Excellence application goes digital. Eligibility, award criteria and the submissions portal is available online at www.selfstorage.org.au/ convention23/#awards

Proudly presented by

www.selfstorage.org.au

SEPTEMBER 2023 INSIDER 132

16 STORAGE AGREEMENTS

CONTRACT CHANGES:

understanding new unfair contract legislation

T

he 2022 self storage agreement review foreshadowed changes based on draft legislation designed to address unfair contract terms (UCT) in standard form contracts. The Treasury Laws Amendment (More Competition, Better Prices) Act 2022 (the Act) received Royal Assent on 9 November 2022 and introduced a host of changes to the Competition and Consumer Act 2010 (Cth) and the UCT regime.

Most of the changes to the UCT regime were subject to a transition period that is set to end on 10 November 2023. As the self storage agreement is a standard form consumer contract, the expanded UCT regime will apply to contracts entered into, renewed or varied from 10 November 2023.

The SSAA, together with Hunt & Hunt and Jackson Russell, has reviewed the self storage agreement suite in line with the expanded regime. In addition to considering UCT aspects of the agreement, the structure and language of the agreement has been simplified.

The SSAA will shortly release the updated agreement suite and highlight the key changes for members. This article highlights key aspects of the UCT regime so members have a better understanding of the rationale behind the key changes.

Understanding Unfair Contract Terms

A term of a standard form consumer contract is considered unfair if: (a) causes a significant imbalance in the parties’ rights and obligations under the contract; (b) is not reasonably necessary to protect the legitimate interests of the party who would be advantaged by the term; and (c) causes financial or other detriment to a party if applied or relied on.

INSIDER 132 SEPTEMBER 2023

Whether a term is considered ‘unfair’ will be determined on a case-by-case basis, depending on the specific circumstances.

The new changes introduced by the Act reflect the Australian Competition and Consumer Commission’s (ACCC) increased focus on protecting consumers and small businesses. The main changes include:

Increased penalties:

The Act increased the maximum penalty for breaches to: l for a body corporate – the greater of: (i) $50 million; (ii) x3 the value of the benefit obtained and that is reasonably attributable to the breach, if that can be determined; and (iii) if the value of the benefit cannot be determined, 30% of adjusted turnover during the breach turnover period (i.e., over the period the breach occurred, with a minimum of 12 months); and l for an individual - $2,500,000.

UCTs are illegal and attract pecuniary penalties:

Previously, UCTs did not attract penalties and were simply deemed void and unenforceable if a Court found a term was ‘unfair’. From 10 November 2023, a person is prohibited from making a contract with a UCT and applying or relying on (or purporting to apply or rely on) a UCT. Each UCT contained in a contract is a separate contravention. For the first time since the UCT regime was introduced, a pecuniary (financial) penalty can be imposed if a person contravenes this prohibition (and that penalty could be significant). www.selfstorage.org.au

ACCC 2023/2024 Priorities

Broader definition of small business:

The UCT regime applies to standard form contracts with consumers and small businesses. From 10 The Australian Competition & Consumer Commission is November 2023, the definition of a small business will be expanded from a business that employs fewer than Australia’s peak consumer protection and competition people, to one that has fewer than 100 employees The Australian Competition & Consumer is20Australia’s peak consumer agency.

The majority of their work is conductedCommission under The Australian Competitionagency. & Consumer Commission isorwork Australia’s peak consumer less than $10 million in annual protection and competition The majority of their is conducted under theturnover in the the provisions of the Competition and Consumer Act The Australian Competitionagency. & Consumer Commission isprevious Australia’s peak consumer protection and competition The majority of their work is conducted under the income year. provisions of the Competition Consumer Act of 2010 Act).

Thepeak purpose of this 2010Australian (the Act).

The purpose of this legislation to The Competition & and Consumer Commission is(the Australia’s consumer protection and competition agency.

Theismajority their work is conducted under theincreases the scope provisions of the Competition and Consumer Act 2010 (the Act).

The purpose of this This amendment significantly The Australian Competition & Consumer Commission is Australia’s peak consumer legislation is to enhance theagency. welfare of Australians by: enhance the welfare of Australians by: Consumer protection and competition The majority of their work is conducted under the by (and need provisions of the Competition and Act 2010 (the Act).

The purpose of this businesses that will be protected legislation and is to competition enhance theagency. welfareThe of Australians protection majority of by: theirofwork is conducted under the provisions of competition theenhance Competition and Consumer Act 2010 (the Act). The of thisService members legislation is to the welfare of Australians by: to comply with) purpose the UCT regime. l promoting among business provisions of the Competition and Consumer Act 2010 (the Act).

The purpose of this § promoting competition amongofbusiness legislation is fair to enhance welfare Australians by: and industry suppliers should be aware that any l promoting trading bythe business § promoting competition among legislation is to enhance the welfare ofbusiness Australians by: businesses with fewer than 100 employees will now be § promoting fair trading by business l protecting consumers in their dealings with business. §§ promoting competition among business promoting fair trading by business protected as ‘small businesses’ under the UCT regime. § protecting consumers in their dealings with business.

promoting competition businesswith business. fair trading by business The§ recently shared its compliance and protecting consumers inamong their dealings §ACCC promoting competition among business

§ promoting fairfortrading by business protecting consumers in their dealings with business. enforcement priorities 2023-2024.

The areas More powers given to the Court: The Act gives §ACCC promoting fair trading by business The recently shared its compliance andwith enforcement priorities for 2023-2024.

Thefor example, § protecting consumers in their dealings business. of focus as they relate to self storage include: greater power tofor the Court including, The ACCC recently shared its compliance and enforcement 2023-2024.

The § protecting consumers in their dealings with business.priorities areas of focus as they relate to self storage include: the power to injunct a person from making future The ACCC recently shared its compliance and enforcement priorities for 2023-2024.

The areas of focus as they relate to self storage include: contracts that rely the UCT or from The ACCC recently shared itstocompliance and enforcement priorities foron 2023-2024.

The applying or areas of focus as they relate self storage include: The ACCC recently shared its compliance and enforcement priorities forin2023-2024.

The Unfair terms in consumer and small business contracts. relying on an UCT any existing contract.

In addition, areas of focus as they relatecontract to self storage include: Unfair contract terms in consumer and small business contracts. areas of focusUnfair as they relate to self storage include: the Court is empowered to make orders it considers contract in consumer and Unfairterms contract terms in consumer and small business contracts. appropriate to redress loss or damage that has been small business contracts.

Unfair contract terms in consumer and small business contracts. or tobusiness prevent orcontracts. reduce loss or damage that is Unfair contract terms in consumer caused and small

likely to be caused by the UCT. The ACCC has indicatedor in deceptive its recently released Consumer and fair trading issues relating to manipulative Consumer and fair trading issues relating manipulative or deceptive 2023-24 to Compliance and Enforcement advertising and fair marketing practices in the to digital economy.or deceptivePriorities that it Consumer and trading issues relating manipulative Consumer and fair trading relating to will prioritising enforcement of the UCT regime and advertising and issues marketing practices inbe the digital economy.

Consumer and fair tradingand issues relating to manipulative or deceptive manipulative or deceptive advertising advertising and marketing practices in the digital economy. it expects businesses to comply with their obligations, Consumer and fair trading issues relating to manipulative or deceptive marketing practices inand the digital economy. given the advance notice of the changes advertising marketing practicesparticularly in the digital economy. advertising and marketing practicesand in the the significant digital economy. penalties. It is anticipated the ACCC Competition and consumer issues will in global andin domestic supply be active commencing proceedings to set the Competition and consumer issues in global and domestic supply chains, with a focus on transport and logistics. legal parameters of the new laws, Competition consumer issuesand in global and domestic supply which will provide chains, with aand focus onin transport logistics.

Competition and consumer issues global further guidance for futuresupply agreement revisions.

Competition consumer issuesand in global and domestic chains, with aand focus on transport logistics. and domestic supply chains, with a focus issues in global and domestic supply Competition and consumer chains, with a focus on transport and logistics. on transport chains, with a focus on transport and logistics.

Next Steps and logistics.

The SSAA will soon release the 2023 Australian

Competition and consumer issues relating to digital platforms.

Competition and consumer issues Self relating to digital platforms.

Storage Agreement suite. This release will be Competition and consumer issues accompanied relating to digital platforms. by a member webinar, updated CSA Competition and consumer issues Guidelines relating to digital platforms. training modules.

Competition and consumer issues relating toand digital platforms.

Competition and consumer issues relating to digital platforms.

Members are encouraged to visit the Member Portal and review the documentation, consider appropriate Ensuring that small businesses receive the protections of the competition Facilitythe Rules and make of arrangements to update their Ensuring that small businesses receive protections the competition and consumer laws and small business industry codes of Ensuring that small businesses receive the protections of conduct, the competition agreement templates. and consumer laws and small business industry codes of conduct, including in franchising.

Thethe agreements will be available as fillable PDFs, Ensuring that small receive protections the competition and consumer laws businesses and small business industry codes of conduct, including in franchising.

Ensuring that small businesses receive the protections ofself thestorage competition in digital agreements via management Ensuringand that small businesses receive consumer laws and small business industry codes of conduct, including in franchising. and consumer laws and small business industry codes of conduct, software providers and for print via Homestead Press. the protections of the competition and including in franchising. including franchising.

The new regime takes effect from 10 November 2023 consumer laws and in small business industry so it is important members act in a timely manner to codes of conduct, including in franchising. ensure compliance. l

Implications for New Zealand Members

In New Zealand, the Fair Trading Act aims to protect customers against unfair terms in standard form consumer contracts.

The Commerce Commission can take action to stop businesses using an unfair term in a standard form. If the Court declares that a term is unfair, it is an offence under the Fair Trading Act to apply, enforce or rely on it and whilst a business could be prosecuted, at this stage the penalty regime introduced in Australia has not been contemplated in New Zealand.

The current New Zealand self storage agreement suite will remain in effect until 2024, when a review of the performance of the Australian agreement and any applicable case law or other changes can be incorporated into the documents. New Zealand members should continue using the 2022 New Zealand self storage licence agreement and associated documents.

www.selfstorage.org.au

SEPTEMBER 2023 INSIDER 132

FROM CONCEPT TO COMPLETION

✔ Architectural Design & Construction Drawings ✔ 3D Building Scans ✔ Council Approval Coordination ✔ Storage Partitioning Fit-out

www.storcad.com.au INSIDER 132 SEPTEMBER 2023

www.selfstorage.org.au

OPERATIONAL INTEGRATION 19

Solving operational challenges through integrated solutions Combining perimeter and access control protections into a centralised system can help self storage facilities achieve more than just site security.

D

emand for self storage options across Australasia continues to rise, attracting new investments into the booming industry. But as more entrepreneurs enter the market, many are faced with a surprising variety of operational challenges that may not be immediately apparent.

For example, insurance coverage for security incidents, legalities around customers using units inappropriately, staff training, false alarms, and data protection measures can all affect a site’s performance – including the business’ bottom line.

Many self storage facilities will mitigate these risks by employing perimeter and access control solutions to protect their sites and manage entry. On their own, these individual solutions are effective at solving basic security problems, but a combined approach through an integrated system opens the door to operational benefits that go beyond security to help facilities manage costs, data, efficiencies, and a whole lot more.

That’s because integrated security systems employ the latest technologies to provide holistic controls over the entirety of a site, from perimeter and access all the way through to data, utilities, and people management.

With an integrated security system, self storage facilities can: l Streamline operations Instead of managing separate systems and disparate data, an integrated security system provides a centralised management platform, simplifying operations by allowing facility operators to monitor and control access points and perimeter security devices from www.selfstorage.org.au

a single interface, reducing the complexity of managing multiple systems and eliminating the need for duplicated efforts.

l Optimise resource allocation With remote options for monitoring and managing the site, the need for on-site personnel to perform routine security checks can be reduced, freeing staff to focus on other essential duties such as customer service, maintenance, and facility improvements. l Monitor and respond to events

in real time

An integrated system can send instant notifications and alerts in the event of unauthorised access attempts or security breaches, ensuring potential threats are detected and addressed promptly, reducing the risk of theft, property damage, and vandalism.

l Manage data and reporting Critical data, including access logs, CCTV footage, security events, and alarms can be consolidated into a comprehensive report, simplifying the auditing processes by providing accurate and easily accessible information from one centralised platform.

l Scale for future growth As a facility expands or evolves, an integrated system can accommodate additional access points, devices, or even integrate with other facility management systems, ensuring the security infrastructure can grow with the facility’s needs and reducing the need for major system overhauls.

Best of all, despite the complexity of their capabilities, integrated security systems are easy to operate, which means staff require minimal training and effort. And as cloud-based security solutions gain traction in the market, operational complexities are reducing even further, evening the playing field for non-technical users and enabling effective site management from a mobile app.

All in all, integrated systems give self storage facilities far more benefits and controls than separate perimeter and access control solutions alone can provide. l Thanks to Baden Foster, Gallagher Security for this contribution. baden.foster@gallagher.com https://security.gallagher.com/

SEPTEMBER 2023 INSIDER 132

20 OPERATIONAL BAD DEBT

Operational excellence and bad debt

Tips to deal with operational bad debt and making the best of bad debt auctions.

S

ince launching in August 2016 iBidOnStorage has hosted more than 32,000 storage auctions and has recovered more than $9.7 million of bad debt for the sellers using their platform.

Owners Brennan and Grant had extensive careers in the self storage industry before starting iBidOnStorage, and this provides them with an understanding of what challenges storage operators face when it comes to bad debtors and auctions.

We asked Brennan for his top tips when dealing with operational bad debt and how storage operators can get the best out of their bad debt auctions.

A well-run self storage operation should be focused on a few key areas, one of which is bad debtors.

The simple fact is you will always have them, even new facilities.

“

Follow your procedures and be consistent in doing so.

By the time they have been trading for six months, a percentage of the customer base will be behind in their fees. If you do not keep on top of your debt, it can blow out easily.

TIP 1. Follow procedure

The first tip for operators in managing their bad debtors is to follow your procedures and be consistent in doing so.

TIP 2. Communication

Communication is the key. It is essential to constantly ensure that invoices, reminder messages, emails and calls take place and are sent when scheduled. Keep notes on what was discussed, noting the date, time and any agreements made.

TIP 3. Payment plans

Payment plans don’t work. If they cannot afford the rent, how can they afford the rent and a little extra each week/month to catch up?

TIP 4. Auctioning items

First, to get the best out of your auction, use a low starting price.

A low starting price will give you a better chance of attracting bidders.

TIP 5. Photos

Poor photos do not sell items. Shaky photos or those taken in poor light will not help either. Take clear photos of the unit and the items in it. Clearly show the condition of big-ticket items and showcase them in individual photos. Always include a photo of the unit as the buyer will see it when they open the door (i.e. a full shot showing everything).

TIP 6. Be honest

There are a few creative writers out there regarding the inventories. It is best to be transparent and honest.

Nothing is worse than a buyer standing in your office complaining about your description and that the photos have misled them. Be as transparent as you can. DO NOT try to hide damaged items.

INSIDER 132 SEPTEMBER 2023

TIP 7. Inspections

Encourage buyer inspections.

If a prospective buyer wants to view the unit before placing a bid, Brennan encourages you to accommodate them. It isn’t requested often, but if it is and you allow an inspection, it will help with buyer confidence. Remember, an inspection is just like the TV shows – a view from the door only — no sifting through the contents.

TIP 8. Don’t overshare

Keep conversations with the buyers to a minimum and basic, as some staff are over-sharing with buyers.

Avoid telling them why the goods are sold or commenting, “I can’t believe how much you have paid for this”. These comments (usually made without thinking) diminish buyer confidence and may result in conflict. l

Thanks to iBidOnStorage for this contribution Website: www.ibidonstorage.com.au ph 02 4302 0605. www.selfstorage.org.au

UPGRADE YOUR BUSINESS TO MAXIMISE REVENUE

BEFORE

AFTER

We can meet all your self storage requirements, from premium-quality door and partition systems to advanced access control solutions.

www.janusintl.au sales@janusintl.au +61 (07) 3865 1600

SCAN ME

22 FIRE SAFETY

FIRE-SAFE

facilities fit for summer

The beginning of spring presents the perfect opportunity to consider what weather lies ahead as we thaw out from the winter months. This September, take some time to consider the summer weather forecasts and take proactive steps to reduce some of the risks that can accompany the hotter weather.

T

he Bureau of Meteorology in Australia is forecasting a long, hot summer with lower than average rainfall, above median temperatures and conditions that may trigger an El Niño event. Observed changes in southern and eastern Australia point to more extreme conditions during summer, as well as an earlier start to the bushfire season with dangerous weather conditions occurring significantly earlier in spring than they used to.

In New Zealand, regional variations reveal a nuanced landscape of potential fire risks across the country.

The projected drier and windier weather could lead to heightened fire risks in forested and grassland regions across Northland and Auckland, particularly in areas that align with historical trends of dry conditions leading to wildfires. Above average temperatures may increase fire susceptibility in Wellington’s urban bushland areas, while coastal regions may face elevated risks due to marine heatwave conditions.

Wherever your facility, it pays to be prepared. Consider the following steps to get your facility and your team ready for summer.

Understanding

Learning

Mitigating

UNDERSTANDING

Bushfires often start without warning. They are devastating events that can have long term impacts on a community’s social, emotional and economic wellbeing. Being prepared and aware of what to do during a bushfire can help to reduce the severity of devastation and loss.

Assess your level of bushfire danger

There is likely an increased risk of bushfires impacting the site, if your facility is located in an area that: l is surrounded by bush, l is close to grassland or paddocks, l has bush or grasslands meet built-up areas, or l is near the coast.

Understanding how bushfires may behave and spread differently based on location can be helpful to apply specific prevention strategies. For example, areas surrounded by dense bushland can result in very hot, fast moving and intense fire spread. The radiant heat from fires in close proximity can threaten nearby homes and buildings, and floating embers can pose a risk.

Alternatively, locations nearby open grassland, crops or paddocks may be at risk of rapid grassfires that can accelerate quickly.

Don’t underestimate the risks that smoke and ember damage present. Even though a fire front may be some distance away, smoke and embers can travel many kilometres ahead of a fire, causing low visibility and new fire starts. Smoke can trigger respiratory problems and impact stored goods.

Fire danger seasons start and end at different times across regions, so check local government websites to understand the time of year your facility is at greatest risk.

MITIGATING Responding

INSIDER 132 SEPTEMBER 2023

Preparing

When thinking of bushfire risk to business, physical risks may first come to mind, such as personal injury and damage to the facility. However, it is important to think beyond just the physical, as risks can be more farreaching. When identifying risks to your business, it may be helpful to consider the following types of risks: www.selfstorage.org.au

DINK 23

l Facility: The physical aspects of your self storage business, such as buildings, access, location, and vegetation. Consider site security and make a plan for if you cannot re-enter the area to check on the facility for an extended period of time. Physical facility considerations could also include nearby vegetation, building construction, suitable sheltering and refuge areas, any flammable objects and dangerous goods on site and access for emergency services. l People: These are human risks associated with the safety and wellbeing of staff, customers and any contractors who may be on site. Consider factors such as effective training for fire/emergency event, and the decision making hierarchy for your business.

Risks can include staff not knowing their roles or responsibilities in an emergency situation, inadequate communication with staff and customers, staff travel requirements and lack of available personal protective equipment for staff. l Operations: Consider operational risks for your business, including disaster management planning and recovery, communicating with customers in case of emergency, restricted office access, site access and security requirements, staff or customer access inhibited to due to roadblocks and how critical service or infrastructure losses might impact your facility.

An important step in operational risk management is reviewing insurance arrangements and ensuring adequate coverage. l Community: Consider the role of your self storage facility in your community. What role could your facility play in prevention/planning/during an emergency/ recovery? www.selfstorage.org.au

“

Bushfires are devastating events that can have long term impacts on a community’s social, emotional and economic wellbeing. Being prepared and aware of what to do during a bushfire can help to reduce the severity of devastation and loss.

PREPARING

Having a written, practised, and well communicated emergency plan is important, and will increase the chances of survival and recovery for your business, staff, and customers. Review your Disaster Recovery or Business Continuity Plan with your team regularly. Utilise the Disaster Recovery Resources and OHS Handbook in the SSAA Member Portal.

Preparedness checks may include: l Building and grounds maintenance throughout the year. l Site check site for vulnerability to embers. l Remove dead vegetation from gardens. l Identify and maintain a shelter in place refuge. l Maintain training for staff throughout the year.

Review previous actions and their effectiveness. l Back up computer data regularly/ensure remote access. l Tests and maintain equipment. l Communicate plan to staff and customers. l Staff understanding roles and responsibilities. l Emergency kits complete and checked.

SEPTEMBER 2023 INSIDER 132

24 FIRE SAFETY

RESPONDING

When a bushfire is near, before deciding to leave early, it is important to assess the situation to ensure that staff and customers are not going to be impacted on the road. Sheltering in place may be the safer option so it is important to consider the risks: Outline these considerations in planning efforts and remember to include steps for after the fire. Returning to normal after an emergency may be challenging, so consider how the facility operates with limited/without staff, with restricted access and without power/water.

LEAVING EARLY

l What is the latest official advice? l How far away is the fire? l How long will it take to leave? l Alternative routes if roads blocked l What if you are caught by the fire on the way? l What if the vehicle breaks down?

SHELTERING IN PLACE

l Does everyone know where to shelter and what to do? l What defensive actions can be taken and by whom? l How will you account for everyone on site? l Can you shelter for an extended period of time if required? l How will you protect against smoke? l What will you do if the building catches on fire while you are sheltering in it? l Where will you move to once the threat passes?

LEARNING

Training and practising is a key part of being emergency ready. Training can be in the form of drills, walk throughs, or discussions. Practice can involve running through the whole plan or focusing on specific parts of a plan. Learn from the experience of others and reach out to SSAA for additional support if required.

Further Information

Monitoring Fire Danger Ratings in the drier months via area’s fire and emergency service website and/or road sign indicators can assist with remaining alert and maintaining necessary communication with storers as required.

To uphold fire safety in general, reminding storers not to store flammable or combustible materials is also an important step. In addition to having this information about hazardous goods highlighted as part of the move-in process, it can be helpful to place signs around the site as a reminder.

INSIDER 132 SEPTEMBER 2023

FIVE TOP MAINTENANCE TIPS TO PREPARE FOR BUSHFIRE SEASON:

1

Trim overhanging trees and shrubs

Cutting back dead or overgrown branches and greenery not only prevents fire from spreading to your facility, but also neatens the feel of the site, particularly if there are gardens close by to pathways, driveways and parking bays.

2

Mow grass and remove the cuttings

Having a cleared area and minimising long, dry grass from building up can act as a bushfire preventative. Fires in tall grass create taller flames that then can burn across roads, pathways and fire breaks, so keeping grass short reduces this risk while keeping your facility looking well-maintained and cared for. Don’t dump grass clippings in nearby bush or garden beds, as dried clippings can catch fire easily.

3

Remove material that is easily flammable

Excess mulch, piles of dried leaves and the like can increase fire risk. Take stock of how the facility’s surrounds appear and ensure to remove and dispose of excess garden clutter. This will also improve the visual appeal of the facility!

4

Clear leaves and debris in gutters

Having the gutters cleaned, preferably by a professional, helps prevent embers from setting this dormant kindling alight. Having a clear, efficient gutter system is also beneficial for any summer storms that may roll through.

Installing gutter mesh can help prevent leaves and debris from settling within gutters by creating a physical barrier. Ensure that this mesh is made from non-combustible materials and is ember guard-compliant by having an aperture no larger than 2mm.

5

Check compliance

Ensuring fire safety compliance checks are up to date is a must. Always have your disaster recovery or business continuity plan at the ready. Always call Triple zero (000) in Australia or triple one (111) for New Zealand) in the case of an emergency.

Emergency evacuation signs should also be clearly displayed around the facility and on the staff safety noticeboard. To find out more about safety noticeboards and OHS more broadly, take the Action OHS Safety Simplify training course available in the SSAA Member Portal. l For further guidance on bushfire planning and prevention strategies, visit state or local fire and emergency websites for plenty of resources for businesses, including planning checklists and local information. Stay safe and well prepared this summer. www.selfstorage.org.au

Join us for the self storage event of the year

Melbourne | Nov 14-16 Grand Hyatt Collins Street Convention 2023 brings together the self storage industry over three incredible days this November in the heart of Melbourne. > Facility tours and workshops > Panel discussions and keynote sessions > Social events and networking opportunities

Don’t miss your opportunity to connect, learn and explore what’s driving the fundamentals of the Australasian self storage sector.

To learn more and explore the program, visit www.selfstorage.org.au GRAB YOUR TICKETS NOW!

PLATINUM SPONSORS

GOLD SPONSORS

MAJOR PARTNERS

SILVER SPONSORS

26 AWARDS FOR EXCELLENCE

Excellence in Industry WINNER

StoreLocal StoreLocal firmly believes its remarkable growth and exceptional performance are rooted in its commitment to “being a local”.

While interpretations of this concept may vary, the underlying values that unite StoreLocal staff revolve around an unwavering dedication to serving customers and fostering genuine progress. To StoreLocal, embodying the essence of a local means treating customers and the business as if they were an integral part of their neighbourhood.

INSIDER 132 SEPTEMBER 2023

Sponsored by PTI Security Systems

This steadfast focus on responsibility has permeated all StoreLocal sites and operations, crafting services that generate revenue and address customers’ unique needs. By keeping the customer at the centre of its operations, StoreLocal has gained a deep understanding of their preferences, guiding the tailoring of facilities and procedures to provide a smooth and hassle-free storage experience.

StoreLocal’s customer-centric approach has enabled it to deliver exceptional services with a lean, high-performing team.

The company’s commitment to excellence in the industry is demonstrated in various ways for its esteemed clientele: l Convenient site access: nearly all StoreLocal facilities offer roundthe-clock accessibility, ensuring customers can retrieve their belongings whenever necessary. l Expert customer support: StoreLocal’s highly trained customer support team is available seven days a week, guaranteeing prompt and effective assistance. l Transparent online pricing: the company believes in upfront pricing, offering value and transparency to customers through its user-friendly online platform. l Effortless move-in experience: customers can effortlessly initiate the move-in process, either online or in-store, in under 10 minutes, thanks to StoreLocal’s streamlined online move-in process. l WorkLocal initiative: StoreLocal goes beyond traditional storage services by incorporating co-working spaces and wifi connectivity, enhancing convenience and expanding the range of offerings at its storage sites.

l Social responsibility-driven

marketing campaigns:

StoreLocal’s marketing endeavours prioritise promoting social responsibility and fostering a sense of community, transcending mere self storage product offerings.

l Sustainable building design and initiatives: actively embracing sustainable practices, StoreLocal is dedicated to constructing eco-friendly facilities that reduce energy consumption and minimise environmental impact, ensuring a brighter future for future generations.

StoreLocal’s commitment to being a local also extends beyond its customers. The company prioritises supporting internal staff, facility partners, and owners, recognising their invaluable contributions to shared success. StoreLocal actively engages with local communities through sponsorships, promoting community-mindedness and growing the awareness of self storage among thousands of Australians.

Fostering a strong sense of community involvement, StoreLocal organises staff community days, providing opportunities for employees to engage with and contribute to local causes. By investing in their staff’s personal growth and wellbeing, StoreLocal creates a supportive and inclusive work environment.

The outcomes of these initiatives have resulted in significant benefits for StoreLocal, its partners, staff, customers, and the industry as a whole. StoreLocal’s commitment to community involvement, sustainability and sponsorships has also increased brand exposure. l www.selfstorage.org.au

Excellence in Sustainability WINNER

StoreLocal Hendra At the core of StoreLocal values lies sustainability – aiming to build responsibly for the future while minimising environmental impacts related to energy and resource consumption.

The StoreLocal Hendra project was motivated by business challenges and opportunities. While the company had successfully repurposed older warehouses, the challenge arose when starting from scratch with a clean slate at the Hendra facility. The objective was to effectively use the space and land, construct a new building, and implement a modular design system.

Additionally, customer feedback played a significant role, challenging StoreLocal to address sustainability concerns at their facilities and prompting them to embrace the “green” mindset.

StoreLocal’s approach focused on “building for the future” by undertaking considerable resource management in the design and build of the Hendra facility. Sustainable considerations included: l Land reuse: the Hendra facility was developed by repurposing previously developed land with little alternative value for development, preserving agricultural land, old-growth forests, and natural watercourses. l Soil conservation: StoreLocal Hendra prioritised the preservation of topsoil by stockpiling and reusing it during construction, minimising the need for additional resources. l Responsible hazardous material disposal: all on-site hazardous materials were identified and disposed of legally, ensuring compliance with environmental regulations. www.selfstorage.org.au

Sponsored by Energy Alliance

l Energy efficiency: the building design maximises energy efficiency through various strategies. Using a taut building envelope, optimising sunlight exposure through orientation, and widespread use of insulation minimises heat infiltration. Additionally, submetering and motionactivated, low-energy light fittings reduce internal energy loads. l Water conservation: StoreLocal Hendra incorporated efficient hydraulic systems, water-saving fixtures, and rainwater collection for non-potable uses, reducing reliance on potable water. The fire protection system includes shut-off points to minimise water wastage. l Waste management: the waste management system minimises the amount of waste taken off-site. Recyclable materials are separated and handled appropriately, while construction materials have a high recyclability content. The timber used in construction adheres to responsible forest management practices. l Disassembly and reuse: the site design considers future disassembly and demolition of the buildings, facilitating reusability or recycling of materials and extending the economic life of the structures. l Building Management System (BMS): a sophisticated BMS is a management tool providing real-time access control and enhancing operational efficiency. l Parking optimisation: to maximise space and enhance customer value, on-site parking for motor vehicles is limited to essential facilities only.

l Pollution prevention: measures are in place to prevent stormwater run-off pollution and to minimise discharge to sewers.

Downwards pointing fixtures are used to minimise light pollution in the night sky. l Ozone-friendly practices: all refrigerants and thermal insulation materials have zero Ozone Depletion Potential (ODP). l Indoor comfort and air quality: occupied spaces are designed to meet basic comfort requirements, including sufficient daylight, thermal comfort, indoor noise control, and fresh air circulation.

Finishes and fittings are carefully selected to minimise the presence of Volatile Organic Compounds (VOCs), commonly found in paints, adhesives, sealants, carpets, flooring, and joinery. l Reusing materials: emphasising their commitment to sustainability, most office and co-working spaces are furnished with second-hand furniture and content, promoting the reuse of materials.

The cost of implementing the sustainability initiative at the Hendra project was less than 1% of the total construction cost. While the investment was relatively low compared to the overall project expenses, the benefits far outweighed the costs, making StoreLocal a worthy award winner. l

SEPTEMBER 2023 INSIDER 132

28 COMPLEX CONVERSATIONS

“

The goal is for facility operators to have access to practical strategies that can be applied to a range of common scenarios...

l Negotiation and conflict

management

This module unpacks the power of negotiation and displaying assertiveness in a positive way when it comes to navigating conflict and seeking the best possible solution for both parties.

Talk it out

New training for members on how to cope with challenging conversations.

T

he SSAA has partnered with Relationships Australia to support SSAA members in developing the necessary skills to navigate difficult conversations within their unique working environment.

The nature of self storage means that facility operators will interact with customers from diverse backgrounds who may be experiencing stressful circumstances, for example, moving to a new home or managing a family member’s deceased estate.

Naturally, these circumstances can produce complex challenges and may result in confronting conversations.

As a result, we have developed a suite of five training modules specifically tailored for a self storage context. The goal is for facility operators to have access to practical strategies

INSIDER 132 SEPTEMBER 2023

that can be applied to a range of common scenarios that may involve de-escalating a situation or providing support in an emotive conversation while still protecting their wellbeing.

The modules explore the following topics: l The casual counsellor This module will unpack how to provide support and use conversational strategies to navigate heightened emotions, language and behaviours often displayed when storers, storers’ family members or even colleagues are experiencing challenging circumstances.

Additionally, this module steps through some important safeguards to protect facility operators from becoming too involved or overwhelmed when finding themselves in these conversations. l Managing challenging

behaviours

This module focuses on strategies to de-escalate or redirect anger or frustration from storers or related parties who are unhelpful or destructive in their conversational approach or behaviours.

l Leading difficult conversations This module focuses on unique conversational skills that can lead difficult conversations through to a manageable outcome.

Additionally, this module primes users with the strategies to mentally prepare for and cope with these conversations. l Working with clients

experiencing grief

This module explores the essential theories of grief to position facility operators in a place of understanding when they may be required to manage a deceased storer’s unit or similar.

These training modules can be accessed under the ‘Training’ tab of the SSAA Member Portal, taking about 60 minutes per module.

However, a self-paced approach may be taken.

We hope that these new resources will empower self storage operators when faced with navigating complex emotions and conversations at work to be able to respond with empathy and confidence. l If you have any questions about these training modules, don’t hesitate to get in touch with the SSAA team at membership@selfstorage.com.au. www.selfstorage.org.au

Building Self Storage for over 20 years

regisbuilt.com.au

Æ Storage Unit Construction

Æ Permits

Æ Architectural Design

Æ Turn Key Solutions

Æ Engineering

Æ Building Structures

Æ Building Conversions

Æ Warehouse Construction

1300 388 224

info@regisbuilt.com.au

30 OH&S TRAINING

Level up your

WORKPLACE SAFETY Explore SSAA’s new online OHS training modules.

T

he Self Storage Association of Australasia (SSAA) has recently added a comprehensive set of online training modules and safety documentation resources to the Member Portal focusing on Occupational Health and Safety (OHS). Here’s what you need to know.

Developed in collaboration with experienced health and safety professionals, these training modules and their accompanying resources have a clear objective: to equip individuals in the industry with the necessary knowledge and skills to establish a safe and secure environment for employees and customers.

Recognising our diverse membership base, which includes small country towns and large CBD areas across Australia and New Zealand, the association is bringing the training directly to you. The modules are designed to be completed online, enabling our members to access and finish the courses at their own pace, without time or location limitations.

Comprehensive coverage

The OHS Simplified Training Modules are divided into 10 parts, each focusing on a specific aspect of occupational health and safety. The modules are structured to be completed within 15 to 30 minutes, followed by a review of key points and an assessment.

INSIDER 132 SEPTEMBER 2023

THE 10 ONLINE MODULES COVER THE FOLLOWING TOPICS.

1

OHS management obligations. This module

provides a comprehensive overview of the legal framework for OHS in Australia and New Zealand.

It explores key topics such as industrial manslaughter reforms, employer and employee duties, and the importance of fostering a safe workplace.

Hazard and risk management. Understanding the risk management process is vital for maintaining a safe working environment. This module covers essential concepts such as hazard identification, risk assessment, and risk control. Individuals can effectively manage potential hazards and minimise risks by grasping these principles.

2

3

Consultation and communication.

Effective communication and consultation are fundamental to creating a culture of safety.

This module explores the legal requirements surrounding consultation and communication in health and safety matters. It also provides strategies and resources for facilitating productive communication within the workplace. www.selfstorage.org.au

Safety induction and training. The proper induction and training of workers and contractors is crucial in preventing accidents and injuries. This module highlights the importance of comprehensive safety induction programs and training initiatives. It also covers legal obligations related to hazard awareness and accurate record-keeping.

4

Hazard/incident reporting and management. Promptly reporting and managing hazards, incidents, and injuries is essential for maintaining a safe work environment.

This module delves into the process of reporting hazards, near misses, incidents, and workplace injuries.

It also provides insights into effective emergency management planning.

5

Injury management and return to work.

When work-related injuries or illnesses occur, it is vital to have a proper system to manage the problem and facilitate the worker’s return to work.

This module guides work-related injury reporting, first aid and medical treatment, and the overall process of supporting workers in their journey back to work.

6

Contractor management. Effectively managing contractors undertaking work at self storage facilities is essential for ensuring a safe work environment. This module covers legal obligations, the stages of contractor management, and the importance of proper supervision throughout the contracting process.

7

Inspections and monitoring. Regular inspections and monitoring are key to identifying potential hazards and assessing the effectiveness of existing control measures. This module emphasises the importance of conducting thorough workplace inspections and monitoring activities. It covers various types of inspections and monitoring techniques to ensure ongoing safety and compliance.

8

Emergency management. Proper emergency planning is crucial for effectively responding to unforeseen events. This module guides individuals in developing emergency response plans, conducting drills, and implementing training to ensure all personnel’s preparedness and safety.

9

Manual handling and ergonomics.

Manual handling activities and ergonomic considerations are significant factors in preventing workplace injuries. This module provides an overview of safe manual handling techniques, including lifting, pushing, pulling, and maintaining a correct posture. It also emphasises the importance of ergonomics principles in setting up workstations and reducing the risk of musculoskeletal issues.

10

www.selfstorage.org.au

“

The OHS Simplified Training Modules are divided into 10 parts, each focusing on a specific aspect of occupational health and safety.

Resources available

To assist members in developing a health and safety policy around safe work practices in the workplace, an SSAA Health and Safety Handbook has been developed for members to customise and build from.

This handbook contains key safety documents, including a health and safety hazard reporting form and a workplace induction checklist.

In addition to the SSAA Health and Safety Handbook, the following resources are now also available to members on the member portal: l Traffic Management Planning Documentation Form TMP001 – Traffic Management Risk Assessment Checklist

Form TMP002 – Traffic Management Plan

l Safe Work Instructions The Safe Work Instruction documents provide guidance around identifying health and safety issues that may arise from the use of machinery or equipment or from common tasks that employees or contractors may be engaged in on a day-to-day basis. These documents highlight the potential hazards, key definitions, planning and prevention notes and guidance around incident response for the corresponding health and safety issue.

SWI001 – Traffic Management Plan SWI002 – Manual Handling

SWI003 – Office Ergonomics

SWI004 – Occupational Violence and Working Alone SWI005 – Hazardous Chemicals SWI006 – Electrical Safety SWI007 – Ladder Safety

SWI008 – General Site Safety Practices By providing these comprehensive planning and procedure documents and online training modules, the SSAA empowers its members to excel in their respective roles and raises the bar for the entire industry from a health and safety perspective.

Whether you’re seeking to enhance your own OHS knowledge or, as a business owner, looking to invest in your team’s professional development, the SSAA’s new online training modules offer a valuable opportunity to equip individuals with the knowledge and skills necessary for success. l Explore the SSAA’s Member Portal today to embark on your journey towards OHS excellence.

SEPTEMBER 2023 INSIDER 132

32 STATE OF THE INDUSTRY

State of the Industry 2022 – State of the Operational metrics Industry 2022 A snapshot of self storage operating In addition, Perth and Brisbane have (percentage of gross storage historically achieved lower storage fee metrics show an industry that is revenue) over the period. The Exploring the current state and rates and occupancy levels than the thriving. The surge in demand seen biggest reduction was observed in future outlook for self storage other major markets, having grown from during the pandemic has delivered Auckland with a decline of 1.71%. across Australasia. a ‘lower-base’ and providing greater strong growth across all markets.

Operating metrics have started to opportunity for increased performance Perth and Brisbane have been the shift again throughout 2023. The and alignment with historically stronger standout performers over the past 12 SSAA 2023 Industry Snapshot performing markets. months, achieving RevPAM growth will be released in November and Melbourne’s softer comparative growth of 41% and 21% respectively. This capture operating trends across can be attributed to operator sensitivity growth is attributed to the increased Australia and New Zealand. to prolonged pandemic lockdowns. demand for storage from the high Over the past two years, a reduction levels of inward interstate migration in the level of concessions and arrearto these markets, underpinned by the write-offs has been observed across all affordability and livability of these markets. Across the major metropolitan cities compared to more expensive Two Year Change Average Average Two Year Change markets, the C/AWO rate fell by 0.88%C/AWO southern cities.Average Effective Average Average

Average Average Average Size Unit Size Occupancy RevPAM Storage Two Year Change Average Unit Effective C/AWO Storage Market (% of Gross Storage Average Average Average Unit Size Occupied Unit Size (by Storage Occupancy RevPAM Two Year Change Average Available Fee Rate area) (/m² p.a.)

Rev Effective Storage Market (%C/AWO of Gross Fee Revenue) Storage Average Average Average Fee Rate Occupancy Unit Size Unit Size Storage Occupancy RevPAM Occupied Available Feep.a.)

Rate Effective (by area) (/m² p.a.) (%Revenue) Two Year Change Average Rev (m²) (m²) (/m² PAM C/AWO Storage Market of Gross Fee Rate Occupancy Storage Fee Average Average Average Rate Unit Size Occupied Unit Size Occupancy Storage RevPAM p.a.)

Available Fee Rate (by area) (/m² p.a.) (%Revenue) Two Occupancy Year Change Rev Average (m²) (m²) (/m² p.a.) (/m² PAM Effective C/AWO Storage Market of Gross Fee Rate Storage Fee Rate Average Average Average (/m² p.a.)

Unit Size Occupied Unit Size Occupancy Storage RevPAM Available Fee Rate (by area) (/m² p.a.) (%Revenue) Two Occupancy Year Change Rev Average (m²) (m²) (/m² p.a.) Effective PAM Storage Market C/AWO of Gross Storage Fee Rate Fee Rate Average Average Average (/m² p.a.)

Unit Size Occupied Unit Size Occupancy Storage RevPAM Available Fee Rate (by area) (/m² p.a.)

TwoYear YearChange Change Rev Average (m²) (m²) (/m² p.a.) Effective PAM Major Markets Two C/AWO Storage MarketMetropolitan Revenue) (% of Gross Fee Rate Occupancy Fee Rate Storage Average Average Average (/m² p.a.) Available Unit Size Occupied Unit Size Occupancy Storage RevPAM Fee Rate (by area) (/m² p.a.) (%Revenue) Two Year Change Average (m²) (m²) (/m² p.a.)

PAM Rev Major Metropolitan Markets Two Year Change Effective C/AWO Storage Market of Gross Fee Rate Two Year Change Occupancy Rate Average Storage Fee Average Average Average (/m² p.a.) Available Unit Size Occupied Unit Size Occupancy Storage RevPAM Fee Rate (by area) (/m² p.a.) (%Revenue) Rev (m²) (m²) (/m² p.a.)

PAM Average Average Average Major Metropolitan Markets Two Year Change Effective C/AWO Storage Market of Gross Fee Rate Occupancy Storage Fee Rate (/m² p.a.) Available Effective Unit Size Occupied Unit Size 90.69% Storage Occupancy RevPAM C/AWO 14.45% Fee Rate (by area) $239.68 (/m² p.a.) (% Rev (m²) (m²) (/m² p.a.)

PAM $261.14 $257.45 9.42 9.43 1.41% 33.31% Adelaide Major Metropolitan Markets Two12.77% Year Change Unit Size Unit Size Occupancy Storage RevPAM Storage Market of Gross Storage Revenue) Fee Rate Occupancy Fee Rate (/m² p.a.)

Storage Market (% of Gross Occupied Available Fee Rate (by area) (/m² p.a.) $261.14 $257.45 Available 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Adelaide Rev (m²) (m²) (/m² p.a.)

PAM Storage Major Metropolitan Markets Two Occupancy Year Change Revenue) Occupied Fee Rate (by area) (/m² p.a.)

Fee Rate Fee Rate Rev (/m² p.a.)

Revenue) $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Fee Rate Adelaide (m²) (m²) (/m² p.a.)

PAM Fee Major Metropolitan Markets Two Occupancy Year Change Rate (m²) (m²) (/m² p.a.)

PAM (/m² p.a.) $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Adelaide Rate (/m² p.a.)

Major Metropolitan Markets Two Year Change $300.54 $299.23 10.70 93.39% 12.52% 35.82% Brisbane $261.14 $257.45 10.55 9.42 9.43 90.69% $274.77 $239.68 1.84% 1.41% 19.54% 14.45% 12.77% 33.31% Adelaide Major Metropolitan Markets Two Year Change $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Brisbane $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Adelaide Major Metropolitan Markets Two Year Change $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Brisbane Major Metropolitan Markets Two Year Change $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Adelaide $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Brisbane $261.14 $304.18 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 22.85% 33.31% Adelaide $308.92 8.69 9.05 91.76% 4.54% Melbourne $300.54 $299.23 10.55 10.70 93.39% $282.35 $274.77 1.53% 1.84% 19.54% 13.09% 12.52% 35.82% Brisbane $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Melbourne Adelaide $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% $261.14 $257.45 9.42 9.43 90.69% $239.68 1.41% 14.45% 12.77% 33.31% Brisbane Adelaide $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% Melbourne $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Brisbane $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% Melbourne $300.54 $299.23 10.55 10.70 93.39% $274.77 1.79% 1.84% 19.54% 12.52% 66.36% 35.82% Brisbane $280.83 9.95 10.20 88.75% Perth $308.92 $275.81 $304.18 8.69 9.05 91.76% $253.83 $282.35 1.53% 25.90% 4.54% 19.63% 13.09% 22.85% Melbourne $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Perth Brisbane $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% $300.54 $299.23 10.55 10.70 93.39% $274.77 1.84% 19.54% 12.52% 35.82% Melbourne Brisbane $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Perth $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% Melbourne $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Perth $308.92 $304.18 8.69 9.05 91.76% $329.13 $282.35 1.57% 1.53% 4.54% 11.27% 13.09% 22.85% Melbourne $382.28 9.58 9.80 90.18% 8.43% Sydney $280.83 $376.29 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 24.45% 66.36% Perth $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% Sydney Melbourne $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% $308.92 $304.18 8.69 9.05 91.76% $282.35 1.53% 4.54% 13.09% 22.85% Perth Melbourne $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Sydney $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Perth $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Sydney $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Perth $386.61 9.43 9.66 91.30% Canberra $382.28 $382.79 $376.29 9.58 9.80 90.18% $349.47 $329.13 0.99% 1.57% 22.87% 8.43% 1.42% 11.27% 26.73% 24.45% Sydney $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Canberra Perth $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% $280.83 $275.81 9.95 10.20 88.75% $253.83 1.79% 25.90% 19.63% 66.36% Sydney Perth $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Canberra $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Sydney $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Canberra $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Sydney $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% Auckland $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Canberra $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Auckland Sydney $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% $382.28 $376.29 9.58 9.80 90.18% $329.13 1.57% 8.43% 11.27% 24.45% Canberra Sydney $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% Auckland $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Canberra $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% Auckland $386.61 $382.79 9.43 9.66 91.30% $299.45 $349.47 0.99% 22.87% 1.42% 26.73% Canberra $335.28 9.41 9.65 91.20% Combined $331.73 $331.03 $330.98 8.08 8.45 92.10% $299.51 1.27% 0.73% 7.27% 4.89% 12.67% Auckland $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Combined Canberra $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% $386.61 $382.79 9.43 9.66 91.30% $349.47 0.99% 22.87% 1.42% 26.73% Auckland Canberra $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Combined $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% Auckland $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Combined $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% DeAuckland f i n i t io n s $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Combined Average Fee Rate – the average$330.98 storage fee rate per square metre per annum being achieved across the occupied Net Storage7.27% Area (NSA). 4.89% DefinitStorage io n s $331.73 8.08 8.45 92.10% $299.51 0.73% 12.67% Auckland $331.73 $330.98 8.08 8.45 92.10% $299.51 0.73% 7.27% 4.89% 12.67% $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Auckland Combined Calculated as gross income over the occupied NSA. Average Storage Fee Rate – the average storage fee rate per square metre per annum being achieved across the occupied Net Storage Area (NSA).

De f i n i t io n s $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Combined RevPAM – REVenue Per Available square Metre per annum, calculated as gross income over total available NSA. Calculated as gross income over the occupied NSA. Average Storage Fee Rate – the average storage fee rate per square metre per annum being achieved across the occupied Net Storage Area (NSA).

De f i n i t io n s Average Occupancy is income expressed area, calculated byannum, occupied NSA over available NSA. RevPAM – REVenue Per Available square Metre per as gross income over achieved total available NSA. $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27%Net Storage Area (NSA).

Combined Calculated the occupied NSA. Average Fee Rate –over thebyaverage storage fee rate percalculated square metre per annum being across the occupied D efinitionStorage s as gross Weighted (in terms ofover Storage Fee Metre Rates) areannum, weighted

by NSA. AverageAverages Occupancy is expressed by area, calculated by 9.41 occupied NSA over available NSA. RevPAM – REVenue Per Available square per as gross income over achieved total available NSA. $335.28 $331.03 9.65 91.20% $299.45 1.27%Net Storage Area (NSA).

Combined Calculated as gross the occupied NSA. Average Storage Feeincome Rate – the average storage fee rate percalculated square metre per annum being across the occupied D e f i n i t i o n s $335.28 $331.03 9.41 9.65 91.20% $299.45 1.27% Combined Concessions are rental(in credits issued toarea, customers as an to store, “Oneincome month rent total free”.available Arrears write-off relates to bad debtors.

WeightedOccupancy terms of Storage Fee Rates) are weighted by NSA. 38 Average is expressed by calculated byincentive occupied NSA over available NSA. RevPAM –Averages REVenue Per Available square Metre per annum, calculated aseg gross over NSA.

Calculated as gross the occupied NSA. Average Feeincome Rate –over the average storage fee rate per as square metre per annum beingrent achieved across write-off the occupied NettoStorage Area (NSA).

D eanalysis finitionStorage scombines This both concessions arrears write-offs aby percentage of“One gross revenue (C/AWO).

Concessions are rental credits toand customers as an incentive toNSA. store, eg month free”. Arrears relates bad debtors.

38 Weighted (in terms ofissued Storage Fee Rates) are weighted Average Occupancy is expressed by area, calculated by occupied NSA over available NSA. RevPAM –Averages REVenue Per Available square Metre per annum, as gross income over achieved total available NSA. Calculated ascombines gross the occupied NSA. Average Storage Feeincome Rate –over the average storage feeas rate percalculated square metre per annum being across the occupied NettoStorage Area (NSA).

D e f i n i t i o n s This analysis both concessions and arrears write-offs asby atoNSA. percentage of gross revenue (C/AWO).

Concessions are rental credits issued to customers an incentive store, eg “One month rent free”.

Arrears write-off relates bad debtors.

38 WeightedOccupancy Averages (in terms of Storage Fee Rates) are weighted Average is expressed by area, calculated by occupied NSA over available NSA. RevPAM – REVenue Per Available square Metre per annum, calculated as gross income over total available NSA. Calculated ascombines gross income over the occupied NSA. Average Storage Fee Rate – the average storage fee rate per square metre per annum being achieved across the occupied Net Storage Area (NSA).

D e f i n i t i o n s This analysis both concessions and arrears write-offs as a percentage of gross revenue (C/AWO).

Concessions are rental creditsofissued to customers as an incentiveby toNSA. store, eg “One month rent free”. Arrears write-off relates to bad debtors.

38 Weighted (in terms Storage Fee Rates) are weighted Average is expressed by area, calculated by occupied NSA over available NSA. D efinitionOccupancy RevPAM –sAverages REVenue Per Available square Metre per annum, calculated as gross income over achieved total available NSA. Calculated ascombines gross income over the occupied NSA. Average Storage Fee Rate – the average storage fee rate per square metre per annum being across the occupied Net Storage Area (NSA).

This analysis both concessions and arrears write-offs as a percentage of gross revenue (C/AWO).

Concessions are rental credits to customers an incentive toNSA. store, eg “One month rent free”. Arrears write-off relates bad debtors.

38 Weighted terms ofissued Storage Fee Rates) are weighted by Average Fee(in Rate –over the average storage feeas rate percalculated square metre per annum being across the occupied NettoStorage Area (NSA).

Occupancy is expressed by area, calculated by occupied NSA over available NSA. RevPAM Storage –Averages REVenue Per Available square Metre per annum, as gross income over achieved total available NSA. Calculated ascombines gross income the occupied NSA. This analysis both concessions and arrears write-offs as a percentage of gross revenue (C/AWO).

Concessions rental credits to customers asby an incentiveby toNSA. store, eg “One month rent free”. Arrears write-off relates to bad debtors.

INSIDER 132 SEPTEMBER 2023 www.selfstorage.org.au Calculated asare gross income over the occupied NSA. 38 Weighted (in terms ofissued Storage Fee Rates) weighted Average is expressed by area, calculated occupied NSA over available NSA. RevPAM Occupancy –Averages REVenue Per Available square Metre per are annum, calculated as gross income over total available NSA. This analysis combines both concessions and arrears write-offs asby atoNSA. percentage of gross revenue (C/AWO).

RevPAM –Averages REVenue Per Available square Metre peras annum, calculated as gross income over total available NSA. Concessions are rental credits to customers an incentive store, eg “One month rent free”.

Arrears write-off relates to bad debtors.

38 Weighted (in terms ofissued Storage Fee Rates) are weighted Average Occupancy is expressed by area, calculated by occupied NSA over available NSA. Average Occupancy is expressed by area, calculated by occupied NSA over eg available NSA.revenue This analysis combines both concessions and arrears write-offs asby atoNSA. percentage of gross (C/AWO).

Concessions are rental credits to customers as an incentive store, “One month rent free”.

Arrears write-off relates to bad debtors.

38 Weighted Averages (in terms ofissued Storage Fee Rates) are weighted Weighted Averages (in terms of Storage Fee Rates) are weighted by NSA. This analysis are combines both concessions and arrears as atopercentage of gross revenue (C/AWO).

Concessions rental credits issued to customers aswrite-offs an incentive store, eg “One month rent free”.

Arrears write-off relates to bad debtors.

38

nt nt nt

Lorem ipsum Breakdown of Operating Expenses

Other income streams demonstrate a return to growth 29.8% 27.9%

Staff Costs 5.6% 5.5%

Advertising Rates & Taxes

19.7% 17.8%

Management Costs

17.5% 18.9%

Electricity

2.6% 4.1%

Merchandise

3.9% 3.9%

Repairs & Maintenance

Merchandise sales represented the highest proportion of Other income at 44.3%, with insurance sales representing 25.5%.

State of the Industry 2020 reported an overall decline in Other income revenue between FY17 and FY19 of -10.0%. FY21 data has shown a return to revenue growth for all other income streams except for late fees (affected by operator sensitivity during the pandemic). Total Other income revenue grew by 15.8% between FY19 and FY21.

7.3% 10.1%

The Valuation Trends section of SoTI 2022 highlights a decline in Other income in 2022, primarily attributed to insurance sales, and expected to be reflected in FY22 data.

5.9% 4.2%

Insurance

7.8% 7.6%

Other 0.0%

5.0%

2022

10.0%

15.0%

20.0%

25.0%

Other income generally comprises income generated in addition to normal storage unit rental fees, including merchandise sales, insurance sales, late fees, administration/cleaning fees and other, such as truck rental fees. l

30.0%

2020

emonstrate emonstrate a a return return to to growth. growth. emonstrate a return to growth.

Management emonstrate a returnmeasures to growth.

A snapshot of operating expenses shows marginal me me results results for for 42 42 nd New Zealand. me results for 42increases since 2020. nd New Zealand. me results for 42 nd New Zealand.

Operating expenses vary between operators, with each ranged between nd New Zealand. ranged between ranged between taking a different approach to the spend level across a h a median result between hranged a median median result h a result range of expenses. While some expenses are relatively ranged between h a median result fixed costs, others are variable, and this analysis is h a median result hest proportion proportion intended to demonstrate how a range of operators hest hest proportion e sales hest proportion allocate expenses in their business. e e sales sales hest proportion e sales This analysis shares expenses from a range of e sales overall decline decline in in operators varying in facility size and location, overall overall decline in d FY19 FY19 decline ofoverall in combining average expenses from 84 self storage d ofd FY19 ofrevenue growth overall d FY19 decline ofrevenue growthin facilities across Australia and New Zealand. revenue growth d FY19 ofLate Fees revenue growth Late Fees revenue growthStaff costs, management costs and rates and taxes the Late Fees the pandemic). pandemic).

Late Fees 8% between the pandemic).

8% between between were the highest expense items, comprising 67.0% of 8% thebetween pandemic).total expenses, up from 64.5% in 2020. Management 8% 8% between costs reflect expenses incurred in engaging an internal/ port port highlights highlights a aexternal management company for the facility. s primarily port highlights a s primarily primarily s port highlights ected to s primarily ected to be be aAs a percentage of gross revenue, operating ected to be s primarily expenses reflect 35.9% (including management) ected to be ected to be and 29.6% (excluding management).

This analysis comprises the Other Income results for 42 self storage facilities across Australia and New Zealand.

www.selfstorage.org.au

Of the facilities reviewed, ‘Other income’ ranged between 2.7% to 11.2% of total gross revenue with a median result of 6.4%.

41

FY21 Other Income Split FY21 FY21 Other Other Income Income Split Split FY21 Other Income Split FY21 Other Income Split

Merchandise Insurance Late Fees Other Merchandise Merchandise Insurance Insurance Late Late Fees Fees Other Other Merchandise Insurance Late Fees Other Merchandise Insurance Late Fees Other Change in Other Income FY19 - FY21 Change FY19 Change in in Other Other Income Income FY19 -- FY21 FY21 Change in Other Income FY19 - FY21 Change in Other Income FY19 - FY21 Merchandise 14.4% Merchandise 14.4% Merchandise 14.4% Merchandise 14.4% Insurance 29.7% Merchandise 14.4% Insurance 29.7% Insurance 29.7% Insurance 29.7% Late Fees -13.2% Insurance 29.7% Late Fees -13.2% Late Fees -13.2% Late Fees -13.2% Other 15.1% Late -13.2% OtherFees 15.1% Other 15.1% 15.8% Total Other 15.1% 15.8% Total Total 15.8% Total 15.8% Total 15.8% Other Income generally comprises income generated in addition

Other Other Income Income generally generally comprises comprises income income generated generated in in addition addition to storage unit fees, merchandise sales, to normal normal storage unit rental rental fees, including including merchandise sales, Other Income generally comprises income generated in addition to normal storage unit rental fees, including merchandise sales, insurance sales, late fees, administration/cleaning fees and other to normal storage unit rental fees, including merchandise sales, insurance sales, late fees, administration/cleaning fees other Other Income generally comprises income generated in and addition income (e.g. truck rental fees). income (e.g. truck rental fees). insurance sales, late fees, administration/cleaning fees and other to normal storage unit rental income (e.g. truck rental fees).fees, including merchandise sales, income (e.g. truck rental insurance sales, late fees,fees). administration/cleaning fees and other income (e.g. truck rental fees).

42 SEPTEMBER 2023 INSIDER 42 132 42 42 42

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

Vertically opening doors offering clear access for any load

Cost effective alternative to a traditional lift

Low maintenance costs

No lift shaft required

Self diagnostic programmable logic control (PLC)

Installed external or internal to the building

Internal power pack

1 day installation (clear access required)

Fully Compliant with AS 1418 Parts 1 & 8, AS 5246 Part 1, Classification A6, and all WHS regulations

Minimal pit and overrun required

Main Dimensions Model

SGH-1515

SGH-2018

Platform L x W

1.5m x 1.5m

Capacity

SGH-2418

SGH-2422

SGH-2424

SGH-3024

2.0m x 1.8m 2.4m x 1.8m

2.4m x 2.2m

2.4m x 2.4m

2.98m x 2.4m

1500kg

1500kg

1500kg

1500kg

1500kg

1500kg

Enclosure Length

1720mm

2220mm

2620mm

2620mm

2620mm

3200mm

Enclosure Width

2165mm

2465mm

2465mm

2915mm

3065mm

3065mm

Pit Depth

125mm

125mm

125mm

125mm

125mm

125mm

The above dimensions are based on doors same side. Measurements and finishes may vary depending on options. Contact Southwell for details.

WARRANTY 1 year full warranty.

36 Edward St, Camden NSW Australia 1800 244 787 southwell.com.au

OH&S 35

You can’t have one without the other

Operational excellence and safety help each other in myriad ways. By Tim Callinan.

O

perational excellence and safety go hand-in-hand.

They support each other to achieve common goals, and their collaboration brings several advantages.

Before we examine the advantages, let’s look at both concepts in this context.

Operational excellence is consistently delivering high-quality products or services to customers. It is achieved through a combination of factors, including efficient processes, well-trained employees, and a focus on continuous improvement.

Safety is the prevention of accidents and injuries. It is achieved through a combination of factors, including hazard identification and control, safe work practices, and a culture of safety.

So, how do operational excellence and workplace safety help each other?

Operational excellence helps improve safety because when processes are efficient and wellmanaged, accidents are less likely to occur. For example, if a self storage facility has a well-designed layout and clear signage, it will be easier for employees and customers to navigate the facility safely.

Safety can help improve operational excellence because employees are more productive when they are safe and healthy.

They are less likely to make mistakes and more likely to be focused and engaged in their work. For example,

www.selfstorage.org.au

if a self storage facility has a strong safety culture, employees will be more likely to report unsafe conditions, which can help to prevent accidents and injuries.

The collaboration of operational excellence and safety can yield additional benefits. Together they: l Reduce costs: accidents and injuries can be costly for businesses in terms of lost productivity and medical expenses. l Improve customer satisfaction: customers are likelier to do business with companies with a strong safety culture. They know their safety is important to the company and can feel confident that their belongings will be safe. l Attract and retain top talent: employees are likelier to want to work for companies that strongly focus on safety. This is because they know that they will be working in a safe environment, and they will be able to develop their skills and advance their careers.

Tim is an experienced Health and Safety Practitioner, OHS and Environmental systems Auditor and Tertiary Qualified Engineer.

He has held operational and consulting roles, being responsible for Health and Safety and developed, implemented, and maintained OHS and Environmental Management Systems of global organisations in the manufacturing, construction, and logistics industries.

l Invest in safety. This includes investing in personal protective equipment (PPE) for employees and safety equipment for the workplace, such as fire extinguishers and first aid kits. l Measure and track progress. Businesses should measure and track their progress in improving operational excellence and safety. This will help them to identify areas where they need to improve, and it will also help them to track their progress over time. l Reach out to the Action OHS Consulting team to discuss how we can help your business achieve operational excellence through your safety program.

What you can do

There are several steps that businesses can take to improve their operational excellence and safety: l Create a positive safety culture. This promotes a safetyconscious mindset among employees and customers. l Identify and control hazards. This means identifying potential hazards in the workplace and taking steps to control them.

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.

SEPTEMBER 2023 INSIDER 132

36 NEW SERVICE MEMBER

Welcome new service member Unwired Logic Unwired Logic is a technology company based in Tokyo. It aims to leverage technology and innovative solutions to help self storage businesses succeed and optimise operations. Founded in 2001, it has established itself as a thought leader in digital transformation, agile project management, and customer experience management solutions.

The company caters to small and medium-sized enterprises from Japan and the Asia-Pacific region, which benefit from more than two decades of experience in the self storage industry.

As a small company, Unwired Logic understands the needs and challenges of other SMEs and can provide an inside perspective. With a solid commitment to delivering innovative solutions, it has earned a reputation as a trusted partner for businesses seeking to stay ahead of the curve in the market. Unwired Logic works with a range of existing cloud-based solutions to help business owners provide additional value to customers with an improved customer experience by primarily focusing on implementing solutions that help automate processes and streamline operations.

RELIABLE, HIGH SECURITY RELIABLE, FOR PADLOCKS HIGHCUSTOMERS SECURITY YOUR RELIABLE, PADLOCKS FOR HIGH SECURITY YOUR CUSTOMERS PADLOCKS FOR Lock Distributors have been YOURand CUSTOMERS distributing developing

Unwired Logic’s newest solution is Smart Storage – the world’s first chat commerce application for self storage. This allows customers to select the desired unit, book the storage and get an access key in under three minutes – all from within WhatsApp. In short, Unwired Logic is dedicated to helping self storage businesses succeed and thrive through technology and innovative solutions. l Thanks to Unwired Logic for this contribution.

Website: unwiredlogic.com Email: info@unwiredlogic.com

security for self-storage Lock Distributors have been Lock Distributors have been since 1986. distributing and developing distributing and developing Protect your business and lock security security for for selfself-storage storage since 1986. into profits using our top quality Lock Distributors have been since 1986.

High security • Pick-proof • Thousands of key changes • Range of styles Protect your business and lock products, friendly customer service distributing and developing into profits using our top quality Protect your business and lock and unparalleled expertise.

Call us today to find out about a FREE display stand. security for self-storage products, friendly customer High security • Pick-proof • Thousands of key changes • Range of styles into profits using our top service quality andproducts, unparalleled expertise.

High security • Pick-proof • Thousands of key display changes stand • Range of styles Call us today to find out about a FREE since 1986.friendly customer service and unparalleled expertise.

Call us today to find out about a FREE display stand.

Protect your business and lock AUSTRALIA NEW ZEALAND Toll Free 1800 28 77our 24 top quality Toll Free 0508 562 533 into profits using T 02 9890 3844 F 02 9630 5701 High security • Pick-proof • Thousands of key changes • Range of styles products, friendly customer serviceE service@lockdistributors.com.au E service@lockdistributors.com.au AUSTRALIA NEWCall ZEALAND and unparalleled expertise. us today to find out about a FREE display stand. lockdistributors.com.au lockdistributors.com.au Toll Free 1800 28 77 24 T 02 9890 3844 F 02 9630 5701 E service@lockdistributors.com.au lockdistributors.com.au AUSTRALIA

Toll Free 0508 562 533 E service@lockdistributors.com.au

lockdistributors.com.au NEW ZEALAND

HR 37

Make the most of your resources

Key considerations for your HR operation to ensure best practice, writes Cath Nicholson.

H

uman resources is now a key focus within a business.

Managing employees is highly governed and employers can face penalties and fines (plus a threat to brand and image) if they don’t comply with legislation.

As a result, HR can be an overwhelming, time-consuming and expensive exercise that can flow onto the business culture, productivity and the calibre of employees. Too often, we hear – “We don’t need any HR support; we all get along and everyone is happy”. Until they are not.

What can a business do to ensure best practice with HR operations?

First and foremost, invest. Invest in an outsourced HR provider or an internal HR support that will set up the key foundations for your HR process.

Employment Agreements, Policies and HR Templates are all necessary for staff engagement to ensure employer and employee are both clear regarding employment terms and conditions, and expectations around workplace behaviours and conduct.

Recruitment and onboarding

Research and strategy are necessary to advertise effectively for the right candidate. HR helps to ensure there are clearly defined position descriptions and remuneration offers, including salary packaging, employee benefits, nine-day fortnights, etc.

Onboarding an employee to your business should be seamless and positive. The better the onboarding process, the faster the new starter will feel part of the team and contribute to productivity.

Performance. Possibly the hardest to nail

The inclusion of performance appraisals/reviews within a business is essential and shouldn’t be www.selfstorage.org.au

overlooked. Most modern workers are expecting career development and opportunities for advancement. Using performance metrics to measure how well an employee is tracking can be hugely beneficial in identifying where some extra training or sharing of information may be required or can indicate that the employee is perhaps not suited to that role.

Health and safety in the workplace

As an employer, you must provide a safe workplace for everyone. This includes both mental and physical environments. Policies regarding bullying, sexual harassment and discrimination, hazard-free working spaces, and open communication are all necessary to create a place where employees can feel relaxed and productive. In addition, giving your employees a voice so they feel confident to raise subjects that can be uncomfortable and that they are heard and valued can create feelings of safe worth within your team.

Workplace culture and wellbeing

These days, an employer cannot afford to ignore the impact of incorporating wellbeing into daily work life. There are many ways this can look, but it is essential in a business in 2023 that you are considerate of modern workplace expectations. For example, flexible working arrangements may include working from home and changing hours to fit in with child care or elder care. Encouraging a healthy workplace is good for you and your employees. Wellbeing incentives can bring significant benefits, so include things such as a fruit bowl, water coolers, lunchtime yoga classes, or an outdoor space to work from are some ideas on how incorporating some wellbeing incentives can bring significant benefits.

Cath Nicholson, Chief Communications Officer, HR Central.

Retention

Employees are now more than ever interested in workplace benefits.

Alongside remuneration, offering career projection, reward and recognition programs, and flexible working arrangements can secure a positive culture that can lead to employee loyalty and good staff retention. Also, remember that having a strong and positive culture with productive employees can help recruit more of the same. No one is a better company ambassador than your employees.

Discipline and terminations/ redundancies

Possibly the worst of all for an employer to manage because it carries high risk if best practice is not followed correctly. Having the right tools, guidance and approach when performance managing or exiting staff is essential.

Good record-keeping is key to an efficient HR process. HR software (HRIS) will help contain and keep track of employee data and HR functions.

This automation is designed to save an employer time and makes daily HR administration a less complex procedure. The software can help eliminate human error, create reports quickly and be the source of truth for your HR practices. l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

SEPTEMBER 2023 INSIDER 132

38 LEGAL HELP DESK

Build operational excellence

Clear communication and privacy guidelines build a strong storer relationship and are the key for operational excellence. By Hunt & Hunt Lawyers.

B

uilding clear communication for the duration of your relationship with a storer is essential to ensure that the facility runs smoothly and avoids potentially costly issues. An issue that often impacts facilities is privacy. It is important as a facility to understand your obligations to inform storers as to how their personal information is managed, who will handle it, and who you may be required to pass this information to.

From the beginning of your commercial relationship, it is crucial to consider contractual obligations and communicate terms clearly to avoid disputes arising. This will become prominent in dealing with defaulting storers at your facility. The storage guidelines and agreements will be a useful point of reference to manage quality standards and effective engagement to mitigate potential risks.

Start strong with clear communication and maintain privacy obligations

When establishing ongoing commercial relationships with a storer, the facility should carefully consider the terms that are agreed upon with the storer. While the written contract will be the basis of your commercial relationship, you, as a facility owner, must provide all information relating to the Storage Agreement to avoid miscommunications.

To maintain high operational standards at your facility, clarity is a crucial attribute. The onboarding process will be smoother and future problems avoided if you ensure your storer has, from the beginning, all the necessary information.

Understanding privacy requirements is also important in building clear communication

INSIDER 132 SEPTEMBER 2023

with your storer. Facilities with an annual turnover of $3 million or more are subject to the Australian Privacy Principles (APPs). The APPs require that facilities take reasonable steps to notify storers of the facility’s collection of their personal information and in what circumstances the facility may disclose that information.

Facilities with an annual turnover of less than $3 million are not legally obligated to adhere to the APPs. These facilities are not required to ensure storers are aware of the purpose of collecting their personal information and other related matters, such as disclosure of that information.

Regardless of whether your facility is legally obligated to adhere to the APPs, you should strongly consider adhering to them anyway and using the Privacy Collection Statement provided as part of your membership with SSAA, as they represent the best operational practice for your business. The Privacy Collection Statement informs storers of: l the information the facility will collect, including their personal details (name, address, phone number, etc); l the purpose of the collection of their personal information; l the terms that govern how their information is stored, including the period for which the facility will retain their personal information; and l the potential for disclosure of their personal information to third parties.

A storer cannot claim that they were unaware of the above, should the facility provide them with a Privacy Collection Statement along with their Agreement. Disclosing all relevant information at the time of

Tony Raunic.

Irene Emmanuel.

Madelyn Hassan.

James Lyall

www.selfstorage.org.au

entering into the agreement also helps avoid issues down the line and is central to maintaining a clear line of communication from the very outset.

Avoid a relationship breakdown and limit the risk of liability

We have all come across the suddenly uncontactable storer, the storer that hasn’t paid their storage fees, the storer who has left their goods in unit spaces and disappeared. Unfortunately, poor practice and lack of communication can be a reputational hazard to facilities trying to achieve that blue tick. To combat this fallout, the Customer Storage Agreement Guidelines (CSA Guidelines) develops a framework for facilities to uphold a high standard of practice and adhere to the Code of Ethics.

The SSAA also provides Standard SSAA Agreements for various self storage arrangements which can be used as a reference point for maintaining operational excellence.

One aspect of upholding a pillar of premium standards is avoiding protracted disputes with storers.

“

From the beginning of your commercial relationship, it is crucial to consider contractual obligations and communicate terms clearly to avoid disputes arising.

Following the CSA Guidelines will assist in maintaining honest and ethical business practice when dealing with defaulting storers.

Section 23 of CSA Guidelines details each step of the default procedure and is designed to be read in conjunction with the SSAA’s Storage Agreements. In brief, after adhering to the notification obligations, the steps will allow a facility owner to access the unit and conduct a thorough inventory to sell the goods to recover debts owed. The methods of sale and disposal of the goods that are applicable to your jurisdiction have been covered in chapters 14 and 15 of the CSA Guidelines.

To promote clear communication, it is important for facility owners to direct storers to the processes and defaulting procedures that both the Agreement and CSA Guidelines outline. This minimises disputes that may arise from either party to the Agreement falling short of their performance obligations.

Putting this into practice, in simple terms, implementing a two-step process will be of assistance: l clearly communicating the terms of the Agreement and specifically what a ‘default’ procedure entails to the new or existing storer; and l if a default procedure is to be enforced, follow the steps as outlined in the CSA Guidelines accurately to avoid the risk of liability.

Facility owners have ample opportunities and resources to facilitate a high-quality storage service that maintains a reputation that builds sustainable relationships with storers. Issues are likely to arise while operating a facility, however, avoiding unnecessary disputes by implementing and following defensible procedures will help align effective standards. 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.

Insurance. Uncomplicated.

As a full-service brokerage, we can provide you with a full review of your storage facility, meet with you face to face, simplify the insurance jargon, and manage your claims.

1300 306 571 midlandinsurance.com.au

40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY PTI SECURITY SYSTEMS T: Sales: 1300 798 860 Support: 1300 159 473 E: apac-sales@ptisecurity.com www.ptisecurity.com AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: adrian@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

Cobra Electric Fencing Matthew Golland T: +61 413 901 007 E: sales@cobraelectricfencing.com.au www.cobraelectricfencing.com.au Gallagher Group Limited T: +64 7 838 9800 E: sales.nz@security.gallagher.com www.security.gallagher.com

Gallagher Group Limited Epping T: +61 3 9308 7722 E: sales.au@security.gallagher.com www.security.gallagher.com/en-AU/ Solutions QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: info@QueAccess.com.au www.queaccess.com.au

Security Distributors Australia T: 1300 882 101 E: info@securitydistributors.com.au www.securitydistributors.com.au Sentinel Storage Systems Jason Keane T: 1300 852 117/+61 3 9988 2035 E: info@storagesecurity.com.au www.storagesecurity.com.au Ultra Access T: +64 22 177 5270 E: kris@ultraaccess.co.nz www.ultraaccess.nz

ANCILLARY SERVICES Choice Energy Pty Ltd T: 1300 304 448 E: info@choiceenergy.com.au www.choiceenergy.com.au

The Energy Alliance Pty Ltd T: +61 3 9872 6869 E: sales@energyalliance.net.au www.energyalliance.net.au PACKAGING

VISY BOXES & MORE Ralph Inglese T: 13 84 79 E: vbm_vic@visy.com.au www.boxesandmore.com.au Branches across AUS and NZ Boxwell Karah Midgarde T: +1 303 317 5850 E: karah@boxwell.co www.boxwell.co

INSIDER 132 SEPTEMBER 2023

CLEANING

Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: info@sweepersaustralia.com.au www.sweepersaustralia.com.au COMPUTER REPAIR & IT SERVICES

Millennium Technology Shane Goodall T: 0800 724 376 E: info@millenniumtechnology.co.nz www.miltech.co.nz LOCKS

Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: sales@lockdistributors.com.au www.lockdistributors.com.au MARKETING

Digital First Robbie Cameron T: +27 216 713 233 E: info@digitalfirst.co.uk PRINTING

Homestead Press Ingrid Nammensma T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au SIGNAGE

PICHA Projects Dan Willis T: 1300 086 695 E: info@pichagroup.com.au www.pichaprojects.com.au STORAGE AUCTION

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

3SIP Services Orhan Guzel T: 1300 843 256 E: sales@igd.com.au https://3SIPServices.com.au 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: sales@storco.com.au www.storco.com.au Aluminium Specialties Group PTY LTD Peter McLean T: 1300 257 732 E: pmclean@alspec.com.au www.alspec.com.au

Bruac Design Michael Bruton T: +61 416 352 057 E: admin@bruacdesign.com.au www.bruacdesign.com.au

Cloustruct Pty Ltd Robert Clouston T: +61 409 726 789 E: bobby@cloustruct.com.au www.cloustruct.com.au Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: sales@gliderol.com.au www.gliderol.com.au

Janus International Australia Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@janusintl.au www.janusintl.au RegisBuilt Group Anthony Regis T: 1300 388 224 E: info@regisbuilt.com.au www.regisbuilt.com.au Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au Taurean Door Systems Vikram Indugula T: +61 3 9721 8366 E: Vikram.Indugula@stramit.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 Debtplacer James Cook E: support@debtplacer.com www.debtplacer.com

Gallagher Accountants Michael Gallagher T: 1300 263 260 E: michael@gallagheraccountants.com.au www.gallagheraccountants.com.au Suncorp Bank Steve Hammond T: 131 155 E: steven.hammond@suncorp.com.au www.suncorp.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 New Zealand Jeffery Nathan E: jeffery.nathan@aon.com T: 0800 266 276 www.aon.co.nz www.selfstorage.org.au

TRADE DIRECTORY | 41 Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au Network Insurance Group Joel Morrell T: +61 456 560 500 E: jmorrell@networksteadfast.com.au www.networksteadfast.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 Hamish McGregor T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au ABT Loadmac Ltd Chris Walker T: +61 431 281 108 E: chris.w@loadmac.com www.loadmac.com

Orbitz Elevators Pty Ltd Justin Lee T: 1300 851 554 E: info@orbitzelevators.com.au www.orbitzelevators.com.au Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au

Pioneer Performance Leigh Thewlis T: 1300 857 903 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 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: valuations@valuationpartners.com.au www.vssm.com.au www.selfstorage.org.au

OHS SERVICES Action OHS Consulting Pty Ltd Craig Salter T: 1300 101 647 E: craig.salter@actionohs.com.au www.actionohs.com.au

REAL ESTATE & VALUERS CBRE Limited Peter Hamilton T: +64 9 355 3333 E: peter.hamilton@cbre.co.nz www.cbre.co.nz

CBRE Dylan Adams E: dylan.adams@cbre.com www.cbre.com.au/people-and-offices/ corporate-offices/brisbane Colliers Rishikesh Elkunchwar T: +61 2 9017 6910 E: Rishikesh.Elkunchwar@colliers.com www.colliers.com.au/en-au Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com

Cushman and Wakefield Linda Sharkey E: linda.sharkey@cushwake.com www.cushmanwakefield.com/en/ australia/services/valuation-advisoryservices/self-storage Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au

JLL Mitchell Cope T: +61 428 460 000 E: mitchell.cope@jll.com www.jll.com.au/en/industries/alternatives m3property Jeremy Hoffman T: +61 7 3620 7900 E: Jeremy.hoffman@m3property.com.au www.m3property.com.au My Haus Property Group Kira Steinhaus T: +61 7 5478 9122 E: info@my-haus.com.au www.my-haus.com.au Urbis Valuations Pty Ltd Shane Robb T: +61 2 8233 7627 E: SRobb@urbis.com.au www.urbis.com.au

Valuation Partners Martin Fallon T: 1300 248 209/+61 3 9674 0374 E: mfallon@valuationpartners.com.au www.valuationpartners.com.au

SOFTWARE SOLUTIONS STORMAN AUSTRALIA T: +61 7 3319 1522 STORMAN NEW ZEALAND T: +64 9 280 3393 E: sales@storman.com www.storman.com

Alyta Pty Ltd Stephanie Scoleri T: +61 3 9808 1149 E: info@alyta.co www.alyta.co

Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au/ GapMaps Pty Ltd Kolt Luty T: +61 417 841 680 E: kolt.luty@gapmaps.com www.gapmaps.com

Rubik Sebastian Kerekes T: +61 3 9988 2036 E: sebastian@rubikapp.com www.rubikapp.com

Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au Storeganise Miles Davison T: +1 416 639 0873 E: hello@storeganise.com https://storeganise.com/

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com

AIM Quickbuild Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.boscontainer.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 Digital First Robbie Cameron T: +27 216-713233 E: info@digitalfirst.co.uk https://digitalfirst.co.uk/ R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

Unwired Logic Aaron Farney T: +81 034 588 4511 E: info@unwiredlogic.com www.unwiredlogic.com/en/

SEPTEMBER 2023 INSIDER 132

42 NEW MEMBERS ADDITIONAL FACILITIES Rent-A-Space Oran Park 42 O'Dea Avenue WATERLOO NSW 2017 T: +61 2 8758 0017 E: oranpark@rentaspace.com.au –––––– Safestore Containers East Tamaki PO Box 13804 ONEHUNGA AUCKLAND 1643 T: +64 9 360 1640 E: andrew@safestorecontainers.com –––––– Storage King North Albury 546 Wagga Road LAVINGTON NSW 2641 T: +61 2 6053 5115 E: northalbury@storageking.com.au –––––– Storage King Riverwood 62 Belmore Road RIVERWOOD NSW 2210 T: +61 2 9436 6795 E: martin@storageking.com.au –––––– Swift Storage Rockhampton 14 Farm Street KAWANA QLD 4701 T: +61 7 3497 5072 E: hello@swiftstorage.com.au

FACILITY MEMBERS Burleigh Heads Storage 17 Gardenia Grove BURLEIGH HEADS QLD 4220 T: +61 409 647 060 E: enquiry@burleighheadsstorage.com.au –––––– Jayco Adelaide 130 West Beach Road WEST BEACH SA 5024 T: +61 8 8297 6664 E: jade@jaycoadelaide.com.au

Orange Box Storage 82 O'Sullivans Beach Road LONSDALE SA 5160 T: +61 8 8382 5322 E: steve@orangeboxstorage.com.au –––––– Parkridge Management Pty Ltd 101/3 Lakeview Rise NOOSA HEADS QLD 4567 T: +61 7 5448 2967 E: rentals@parkridge.com.au –––––– Proserpine Storage Centre PO Box 942 PROPSERPINE QLD 4800 T: +61 407 314 768 E: bluestoneblack@gmail.com –––––– Quattro Property Storage 30 Topview Drive TANAWHA QLD 4556 T: 1800 47 828 876 E: quattropropertystorage@gmail.com –––––– Stockade Storage 123 Tomlinson Road CABOOLTURE QLD 4510 T: +61 408 064 110 E: admin@5smiths.net.au –––––– Toowoomba Storage Facility 19 Moorebank Road CHARLTON QLD 4350 T: +61 418 548 164 E: nancy@toowoombastoragefacility.com.au –––––– Wallaby Storage Pty Ltd 42-46 Cochranes Road MOORABBIN VIC 3189 T: +61 3 9045 6200 E: binankp@workplaceaccess.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.

PROVISIONAL MEMBERS Kieran Ellis E: kieran@nashadvisory.com.au –––––– Kyp Bosci E: kyp@kalex.com.au –––––– Simon Foord E: simonpfoord@outlook.com –––––– Sure Storage E: info@surestorage.nz –––––– Susan Croft E: susanc@financecorp.com.au

SERVICE MEMBERS 3SIP Services 150/ 414 - 218 Pitt St SYDNEY NSW 2000 T: +61 2 9095 4807 E: sales@igd.com.au –––––– Alyta Pty Ltd 9/1 Sigma drive CROYDON SOUTH VIC 3136 T: +61 3 9808 1149 E: info@alyta.co –––––– Boxwell 6672 Gunpark Drive BOULDER CO 80301 T: +1 303 317 5850 E: sales@boxwell.co

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.

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

INSIDER 132 SEPTEMBER 2023

www.selfstorage.org.au

DETECT, DETER AND DELAY Electric fencing products that delivers peace of mind With over 30 years of experience in the industry, Nemtek has gained a reputation for delivering high-quality products that are durable, reliable and easy to integrate into automatic access control and CCTV systems. Nemtek’s fencing is constructed using high-quality materials, ensuring that it can withstand the rigours of everyday use and provide long-lasting protection for your facility.

Enquire with Sentinel Storage Security about your Nemtek Electric Fence.

One of the critical features of Nemtek’s electric fencing products is multi-zones, which allow for multiple protection and control areas. This allows for greater flexibility and customisation in terms of security, enabling storage unit owners to tailor the fencing to their specific needs and requirements.

Overall, Nemtek’s experience in providing electric fencing solutions for storage units makes us a trusted and reliable partner for anyone looking to secure their property and protect its valuable assets.

Sentinel Storage Security is the security partner for the life of your facility.

1300 852 117

0800 746 311

+61 3 9988 2035

AUSTRALIA

NEW ZEALAND

INTERNATIONAL

sales@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.

Better spaces from design to handover

Smart operators know that it takes more than just walls and roller doors to make a successful self storage facility.

It takes a prime location to maximise your visibility and attract customers from a wide area. It takes smart facility design to take advantage of every square metre of land and bring in maximum returns. And it takes a savvy knowledge of materials to keep construction efficient.

Balancing all these needs is no mean feat, which is why smart operators partner with Storco.

Storco has worked with developers across Australia and New Zealand to create facilities that attract customers and offer high returns. Our team has over 150 years of combined experience, and every one of us is dedicated to finding opportunities to make your next project successful.

Learn more about Storco storage systems

We have everything you need to build your next facility, from innovative products, local manufacturing knowhow, and a network of trusted industry partners. We take the guesswork out of your project to minimise risk and maximise your potential returns.

Ready to build a winning self storage facility? Talk to us.