INNOVATION SPOTLIGHT How technology and automation are reshaping self storage
CLIENTS' DATA
THE COUNTER 24 STORELOCAL EXPANSION
26 WHAT SELF STORAGE DATA TELLS US
From the U.S to Australasia
28 EXPERIENCE TO INNOVATION
How a self storage operator helped redefine digital storage solutions
30 AUTOMATION CHANGES THE LANDSCAPE
Automation drives customercentric service models
32 GETTING SMARTER WITH CHATGPT
SSAA AWARDS FOR EXCELLENCE WINNERS
WINNER EXCELLENCE IN EXPANSION OF UPGRADE
Reshaping operations
Ties / E: vforbes@socialties.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’
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Michael Alafaci Chairman SSAA
The first half of 2025 has seen some exciting deals at play, with industry-changing transactions in the self storage sector signaling a new phase of growth and institutional interest. Among the most notable is BlackRock’s investment in StoreLocal – an industry defining move that reflects the sector’s growth appeal to global capital. In the following pages the SSAA talks to Hans Pearson, CEO and Co-Founder of StoreLocal, about what this transaction means to the future of the industry.
This deal comes at a time when competition in the self storage market is more intense than ever. With over 25% of facilities now managed remotely, and a further 12% making the switch, the question for operators is no longer whether to innovate, but how quickly they can adapt before
the competition does. It’s encouraging to see our industry, and in particular our service members, continuously adapting and improving to meet the changing expectations of our customers.
This edition of Insider explores the way technology and automation is reshaping our sector. From financial efficiency through automation, to getting smarter with ChatGPT, technology is helping operators unlock efficiency, scale and profitability like never before.
As we enter a new financial year and face a softer economic outlook, agility and innovation will be key. The operators best positioned for success will be those willing to embrace automation, harness data and continually refine their approach. l
Makala Ffrench Castelli CEO SSAA
Ayear-on from our last technology and automation edition, it’s remarkable to see how far our industry has come. Forwardthinking operators continue to embrace artificial intelligence, automation and remote management, and it’s clear that those who invest in digitisation will lead the next era of self storage.
The forward of this edition focuses on the important work we have been leading as an industry body, including regulatory engagement and the delivery of important updates to both Australian and New Zealand members. Most notably, we’re proud to release the 2025 Self Storage Agreement Suites – a major milestone in ensuring consistency, compliance and clarity across the sector.
I’m also thrilled to announce the launch of SYD25, our inaugural Self Storage Week. What better place
to kick it off than vibrant Sydney! Based at the Hyatt Regency, we’ll open the week with a sail around Sydney Harbour, and continue with an outstanding program of speakers, workshops and networking events.
I’m looking forward to being inspired by our speakers, learning from industry experts and connecting with colleagues new and old – all while enjoying everything cosmopolitan Sydney has to offer.
If this is one of your first conferences, we’re excited to welcome you to self storage and connect you to the people, insights and suppliers that shape this dynamic industry.
Early bird tickets are now available online –don’t miss the self storage event of the year. We look forward to seeing you there! l
Aviso
Marine & Logistics
Financial efficiency through automation
Across the self storage industry, where operators manage multiple locations, recurring revenue and capitalintensive investments, businesses are replacing spreadsheets and manual workflows with automated financial systems, to focus on what matters most – growth, profitability, and customer experience.
David Shahinian, Director, Solution Delivery, at Forpoint Solutions, explains how automation has become an essential tool for self storage businesses seeking financial efficiency.
“From daily transactions to highlevel strategy, automated finance can become the backbone for smarter, scalable success,” he said.
“Instead of chasing invoices or reconciling transactions, your finance team should be running cash flow scenarios and helping inform investment decisions – it’s a totally different mindset.”
Financial automation streamlines tasks like accounts payable, receivables, payroll, and reporting. In a typical self storage operation, that means fewer hours spent reconciling revenue, chasing invoices, or preparing reports across sites. Instead, operators can gain realtime visibility into site performance, cash flow, and profitability from a single, cloud-based platform.
David said one of the most powerful use cases in self storage is automated daily revenue imports from booking and property
“ From daily transactions to highlevel strategy, automated finance can become the backbone for smarter, scalable success.
management systems. With tools like Sage Intacct, revenue flows seamlessly from systems like Storman or SiteLink into the general ledger, eliminating manual entry and aligning operational data with financial reporting.
“This not only saves time but ensures revenue is recognised accurately and consistently across sites,” he said.
Many self storage businesses run multi-entity operations, each with its own ABN, site staff and performance targets. Manual consolidations and intercompany reconciliations are time-consuming and error prone. Financial automation solves this by enabling instant roll-up reporting, automated eliminations, and shared services cost allocations – giving owners a clear view of overall performance and individual site contribution.
David said as the sector grows and matures, especially through acquisitions, scalability becomes another key benefit. Cloud platforms allow new sites or entities to onboard quickly, maintaining standard
David Shahinian, Director, Solution Delivery, Forpoint Solutions.
processes and reporting consistency, without the need to grow the finance team at the same pace.
“Every time a customer acquires a new site, it should be fully integrated into your reporting structure within a week. You cannot keep up with rapid growth without a scalable finance platform,” David explains.
Crucially, automation turns finance teams from reactive processors into proactive business partners. With real-time dashboards, cash flow forecasts, and automated cost allocations, leaders can spot trends earlier, respond faster, and plan more confidently. Whether deciding on rate increases, capital upgrades, or marketing investments, better data leads to better decisions.
Last year, Forpoint Solutions worked closely with Storage King’s finance team to transform their finance function and unify all 200 stores across Australasia – under a single finance system. David said Sage Intacct offered an ideal solution, with out-of-the-box functionality and flexibility for further extensions and integrations.
Since implementation, Storage King has seen a range of benefits including access to real-time information, automation to reduce manual interventions, multi-currency and multi-entity capability, and a scalable financial management system.
Julissa Rodriguez, Group Financial Controller at Storage King said the improvement in reporting has been even better than they had hoped or expected. “Reporting days have reduced by around 30%, providing more time for review and analysis. This has freed me and my team up to focus on higher value, strategic tasks,” she said. l
Celebrating 80 Years of Excellence with Southwell Lifts and Hoists
Thank You for Your Support!
This year marks a significant milestone for Southwell Lifts and Hoists. 80 years of providing cutting-edge lifting solutions, and we want to take this moment to express our deepest gratitude to you, our valued customers. Your trust and loyalty have been fundamental to our success, and it’s because of you that we’ve made it this far and achieved this milestone.
Since our inception in 1945, we’ve remained dedicated to offering safe, reliable, and efficient lifting equipment tailored to meet the unique needs of industries. As we celebrate our 80th anniversary, we’re proud to reflect on the advancements we’ve made in lifting technology.
Transforming Self-Storage with Innovative Lifting Solutions
As more people and businesses seek efficient ways to manage their belongings, the need for space-saving lifting solutions has never been greater. Our self-storage lifts and hoists are engineered to provide customers with easy, safe, and reliable access to their stored items, whether it’s in a multi-level storage facility or a large-scale warehouse. These lifts allow for smooth vertical transport, reducing the strain on customers while maximising space efficiency. No longer do people need to rely on stairs or heavy lifting to store and retrieve their items. Our self-storage lifts and hoists make the process simple and convenient, saving time and effort.
Why Choose Southwell for Self-Storage Lifts and Hoists?
With 80 years of experience behind us, we understand the unique challenges that self-storage operators face. That’s why we design with durability, ease of use, and minimal maintenance in mind. We take pride in delivering products that ensure safety, reliability, and efficiency — all crucial elements for the success of any self-storage operation.
We offer a range of self-storage lift solutions, from compact models ideal for smaller facilities, to high-capacity lifts for large-scale storage centres, fully customisable so they can be tailored to your specific needs.
Thank You for 80 Years of Trust and Partnership
We couldn’t have reached this remarkable 80-year milestone without the support of our customers. It’s your continued trust in our products that motivates us to innovate and improve year after year. From self-storage lifts to a wide array of lift and hoist solutions for different industries, we are dedicated to meeting your needs with the highest level of service and quality.
As we look to the future, we remain dedicated to advancing the vertical lifting industry with greater speeds, smoother rides, and enhanced safety. Thank you for being part of our journey. Here’s to another 80 years of lifting success!
Regulatory Engagement & Storage Agreements
Collaborative engagement
The SSAA has a longstanding commitment to advocacy and working proactively with members to uphold the high standards of our sector.
Our industry practices, agreements, guidelines and resources have been developed with these professional standards at their core, to continually improve the self storage customer experience and support industry growth.
Recently, the SSAA was approached by the Australian Competition and Consumer Commission (ACCC) as part of a review into the self storage sector. We were pleased
ACCC FOCUS AREA
Liability and Risk Allocation
to work collaboratively with the ACCC to address at an industry level the matters raised, in the spirit of good governance and continuing to lift our industry standards in a responsive manner. The insights shared by the regulator offer a valuable opportunity to improve clarity, communication and customer experience in key areas of self storage operations.
Below is a summary of the key matters raised by the ACCC and the SSAA’s response to these. We will continue to work closely with all our stakeholders to identify risks, enhance transparency and promote solutions that protect the reputation and sustainability of our sector.
The ACCC expressed concerns about perceived imbalances in the allocation of liability and risk within self storage agreements, following regulatory reform and focus on unfair contract terms in recent years.
The ACCC requested further clarity in the agreement to ensure:
• Operators are only indemnified for risks they do not cause or contribute to;
• Customers are not unfairly indemnifying operators for operator-caused loss; and
• A more prescriptive outline of the role of the Australian Consumer Law and operator obligations.
Default Actions
Supporting
Vulnerable Communities
While recognising the need for clear processes around abandoned goods and customer arrears, the ACCC noted an increase in consumer complaints regarding a lack of awareness of default actions.
SSAA RESPONSE
We proposed amendments to the standard agreement that further clarify the relationship between the Australian Consumer Law and the Standard Self Storage Agreement, including lowering the negligence threshold for operator responsibility and introducing a reciprocal indemnity for customers. These changes aim to create clearer, fairer contract terms and reduce legal ambiguity for both operators and customers.
These amendments are included in the 2025 Standard Self Storage Agreement Suite.
To address this the SSAA has implemented:
• A mandatory acknowledgment checkbox within the agreement highlighting the risk of sale/disposal of goods;
• Enhanced explanatory content for sharing on move-in (for example, within Facility Rules and on websites); and
• Signage templates to clarify default processes at the facility level.
Pricing Practices
The ACCC also noted complaints regarding the strict enforcement of default actions in cases involving vulnerable customers or those suffering hardship.
The regulator welcomed SSAA’s reassurance that operators approach these matters as sensitively as possible and noted existing online training initiatives on these topics designed to help members address these challenging situations.
The ACCC highlighted pricing practices observed across the industry and noted an increase in complaints regarding:
These practices have been observed across a range of operators, including members and non-members.
We have expressed our willingness to co-design solutions with consumer advocacy groups and further evolve our member support in this space.
While the pricing practices of operators is beyond the remit of the SSAA due to competition law, we have offered to collaborate with the ACCC’s industry engagement team on further member education. Members should refer to the ACCC website for further education on pricing practices for topics including:
• Setting pricing
• Displaying pricing
• False or misleading claims
• Advertising that can mislead
2025 AU & NZ Agreement Suites
Over many years, we have invested significantly in the development and evolution of the SSAA Australian Standard Self Storage Agreement Suite, designed to provide clarity, legal rigour and fairness for both operators and customers.
Our ongoing engagement with regulators, stakeholders and legal advisors ensures the Agreement Suite remains a valuable industry benchmark.
The recent evolution of the Australian Agreement Suite has informed the development of the 2025 New Zealand Self Storage Agreement Suite, which the SSAA has now made available to members.
Members are strongly encouraged to adopt a proactive approach to compliance and governance by implementing the updated agreement suites, reviewing operational practices and making use of the SSAA’s extensive educational resources to uphold the highest industry standards.
The following pages look at the key changes for both the Australian and New Zealand operators.
Implementation, resources & support
All the resources required to implement the updated 2025 Standard Self Storage Agreements are available in the SSAA Member Portal. The SSAA Help Desk is available to assist members with any questions, including understanding and implementing the new Agreement.
Operators with a presence in both Australia and New Zealand should review the respective Member Updates for each country and associated agreement suites available in the SSAA Member Portal.
TAKE ACTION
1. Visit the SSAA Member Portal, download and read the relevant Agreement template and instruction sheet for your business
2. Consider what, if any, Specific Terms you may need to add to your Agreement and adjust any Schedule details according to the instruction sheet
3. Update the Schedule to include your facility and/or business details, including logo and any hyperlinks
4. Install your Agreement:
• Request your self storage software provider update your digital template to the 2025 Agreement; or
• Finalise and save the fillable PDF version ready for your use; or
• Order printed copies if required
5. Download the Privacy Policy, Facility Rules and any letter templates:
• Add your facility/business details
• Customise the templates to suit your facility/ business needs as outlined or highlighted in the template
• Upload to your software or save/print as required
6. Update your internal procedures to reflect any policy or operational changes
7. Upload any new documents onto your website.
Implementation Resources
Facility Rules
Training
Australian 2025 Standard Self Storage Agreement Updates
The key changes to the Australian Standard Self Storage Agreement Suite predominantly focus on developments in privacy and contemporary self storage operations. Updates should apply to customers on both 2022 and 2023 Agreements, as well as those on older non-SSAA agreements.
Key changes Liability and risk
Members should be aware that some aspects of liability and risk have changed in line with market expectations of a more balanced approach to risk.
Storers continue to bear the risk of storing, theft and damage caused by unforeseen events, mildew, mould, temperature fluctuations, transportation of goods, infestations and spillage.
The above does not apply where a Facility has been negligent or engaged in criminal activities.
Australian Consumer Law (ACL) applies to this Agreement:
l Facilities must meet a set of basic rights called consumer guarantees. These include the right to service provision with due care and skill, fit for particular purpose and provision within a reasonable timeframe.
l Facilities must provide for and cannot contract out of these consumer guarantees.
FOR CURRENT CUSTOMERS ON THE SSAA 2022 OR 2023 AGREEMENT TEMPLATE
FOR CUSTOMERS ON OLDER AGREEMENTS OR NON-SSAA AGREEMENTS
“
Members also need to review and update their Privacy Policy.
l Facilities should take care to have appropriate policies, procedures and repair/maintenance programs in place to demonstrate the care and skill with which they provide self storage.
l Record keeping is an important part of demonstrating compliance with Australian Consumer Law.
Privacy
The Agreement Schedule (front page) now contains a Personal Information Collection Notice which informs customers of the collection and handling of their personal details. This replaces the previous Privacy Disclosure Statement.
The Privacy Policy template has also been updated, with editable sections for members to include details about information handling practices relevant to their operations.
The SSAA strongly recommends members implement the new Agreement and supporting resources as soon as practicable.
The 2022 and 2023 Standard Self Storage Agreement Suite include unilateral variation rights, which enable the Facility Operator to vary the terms and conditions upon 28 days’ written notice to storers.
To vary the terms and conditions, Facility Operators should:
• Run a report to determine the storers with move-in dates after you changed to the 2022 or 2023 Agreement.
• Prepare an email communication to these storers outlining the changes in the terms and conditions (refer to the Variation Notice template on the SSAA Member Portal) and include a full copy of the 2025 terms and conditions.
• Send the email, wait 28 days’ and then update the terms and conditions on file for those storers, either as a note/attachment in self storage management software or securely saved to the storer’s file.
• Facility Operators will need to notify any storers who opted out of electronic notices by letter, allowing further time for postage.
Facility Operators are reminded that by utilising the unilateral variation clause to update the terms and conditions, storers have a right to terminate within 24 hours if they do not agree to the varied terms.
Any SSAA Agreement dated prior to 2022 does not contain unilateral variation rights and the terms and conditions cannot be varied by notice to the Storer.
When a Storer has been a customer for a long time and is on an agreement version that is more than five years old, it is recommended the Storer signs a new agreement.
The One Solution For Unit Security
The ProEdge Smart Latch simplifies door security for both operators and tenants with its next-generation Bluetooth technology that provides keyless access, automated rental possibilities, and overlocking functionality. This one latch is all that is needed to accommodate left or right latch mounting and is designed for both flat and corrugated doors. Tenants just need to swipe left on the app to unlock the latch.
BLUETOOTH CONNECTIVITY
Tenant access controlled through a next generation Bluetooth connection via the StorID mobile app.
TAMPER RESISTANT BREAKAWAY TAB
A breakaway tab, with onboard accelerometer, mitigates forced entry efforts and notifies both tenant and owner in real-time.
STORLOGIX CLOUD INTEGRATION
StorLogix Cloud connectivity through a robust mesh network provides operators with information on tenant access and overlocking capabilities.
BATTERY PERFORMANCE
A single lithium manganese dioxide battery performs up to three years. A “wake” function extends the battery life so the unit is not always “listening.”
StorLogix Cloud, ProEdge gateway, and ProEdge subscription required. Contact PTI Sales for further information.
New Zealand 2025 Storage Agreement Member Update
NZ Agreement Suite launched
The SSAA, in conjunction with legal advisors, develops and maintains the self storage agreement and the accompanying suite of documents, letter templates and guidelines to assist members and uphold the professional standards of our industry.
The Australian self storage agreement suite was updated in 2023 to address unfair contract terms in line with Australian legislative reform. Whilst the core principles of the Agreement remain the same, this review afforded the opportunity to simplify and restructure the Agreement, streamlining some of the concepts, functions and legalese/language.
Following a performance review of these documents, together with a review of changes required to meet legislative changes in New Zealand, the SSAA is pleased to release the 2025 New Zealand Self Storage Agreement Suite.
The resources required to implement the 2025 Standard Self Storage Agreement, including templates and supporting documentation are available in the SSAA Member Portal. The following outlines the key changes to the New Zealand Agreement suite.
Understanding Unfair Contract Terms (UCT)
A term of a standard form consumer or small business contract is considered unfair if:
l It causes a significant imbalance in the parties’ rights and obligations under the contract, l Is not reasonably necessary to protect the legitimate interests of the party who would be advantaged by the term; and
l It causes financial or other detriment to a party if applied or relied on.
In New Zealand, the Fair Trading Act aims to protect customers against unfair terms in standard form consumer contracts. It prohibits misleading information, unfair practices and unsafe products and services.
Whilst New Zealand does not presently have the same penalty regime as Australia for unfair contract terms, it is important for industry consistency and considered good governance to apply similar principles across Australia and New Zealand, in the interests of both operators and consumers.
Key changes
Agreement structure
The Agreement has been restructured to make it easier for the reader to understand, to align with the widely accepted format of a licence agreement and to avoid cross-referencing between clauses as much as possible.
In the majority, the principles remain the same with many minor improvements / changes. Some aspects have been expanded for better protections and/or balanced as required. Other sections will be familiar from earlier agreements, with updated language.
We have undertaken a refresh of the Agreement structure. The Standard Agreement has now become a Master Agreement with Specific Terms as addendums.
Some aspects of the Agreement that are less commonly used across the industry have been drafted as Specific Terms and can be added to the Agreement as required. This means the Agreement is shorter and doesn’t contain additional detail or risk for Facilities who do not offer these specific services.
Specific Terms are available for Managed Storage, Shipping Containers, Vehicle Storage and Storage Room Services. The Mobile Self Storage Licence Agreement remains a standalone agreement.
Some of the new sections within the Agreement are as follows:
l Your Obligations: This covers what the storer must do in their use of the Space.
l Your Warranties: These are representations by the storer about the goods they are storing (including a change to value of goods stored unless covered by insurance) and a reciprocal warranty from the facility about its capacity to allow storage of goods.
l Your Acknowledgement: Groups together important aspects of storing and limitations of services provided.
l Unforeseen Events: Expanded terms that govern what happens in the case of unforeseen events (eg natural disasters).
New inclusions
In response to the changing legislative and legal environment, additional wording that explains the nature of the Agreement and how to interpret aspects of the Agreement have been included. These sections include:
l Recitals: This provides context to the reader and addresses the reasons behind certain aspects of the Agreement in light of unfair contract changes.
l Definitions: The use of definitions has been expanded to assist with ease of reading and shortening the remainder of the terms.
l Interpretation: These clauses provide further clarity about how to interpret aspects of the agreement from a legal perspective.
l General provisions: These clauses have been expanded. They capture important legal functions and instructions, including assignment, variation, counterparts, waivers, severance, jurisdiction, disputes and the survival of the Agreement.
Liability and risk
Members should be aware that some aspects of liability and risk have changed in line with the expectations from regulators and consumers of a more balanced approach to risk.
Storers continue to bear the risk of storing, theft and damage caused by Unforeseen Events, mildew, mould, temperature fluctuations, transportation of goods, infestations and spillage.
Where a Facility is liable for claims or liability from loss, damage or injury, the previous storage fee cap has been replaced with a liability cap:
l if the loss, damage or injury relates to Goods or property, $1000; or l otherwise, the amount greater of storage fees paid within 6 months of the event, or $5000.
These caps are recommended minimums to protect storers. You should consider what is an appropriate cap for your facility and whether to use higher caps.
The above does not apply where a Facility has been negligent or engaged in criminal activities.
The Facility Rules clarify that possession and control of a unit – and risk – remain with the Storer when the Facility holds a key on a Storer’s behalf or where the Storer asks a Facility to lock their unit on the Storer’s behalf. This is different from the position in managed storage (which uses the Managed Storage Specific Terms).
New Zealand Consumer Law
New Zealand consumer law applies to this Agreement.
The Consumer Guarantees Act (CGA) protects consumers and provides a fair and effective system for consumers and businesses to trade confidently by setting minimum guarantees around safety, quality and usability for all products and services sold by businesses trading in New Zealand. The CGA also allows customers to seek a remedy or refund when these guarantees aren’t met. Facilities must provide for and cannot contract out of these consumer guarantees.
In the context of self storage, the consumer guarantees for service provision include that services must be carried out with reasonable care and skill and be fit for purpose.
Facility Rules
A refreshed concept of Facility Rules has been introduced to enable facilities to specify operational requirements and other important procedural aspects of storing, without having to change the terms of the Agreement. An editable template for Facility Rules is available on the SSAA Member Portal and covers operational aspects such as:
l Accessing the facility
l Your storage unit and goods
l Fees
l Surveillance
l Deliveries/Collections
l Moving out
Provide the Facility Rules as part of welcome/move-in documentation and on the Facility website.
Privacy
The Agreement Schedule (front page) now contains a Personal Information Collection Notice which informs customers of the collection and handling of their personal details.
This replaces the previous Privacy Disclosure Statement.
The Privacy Policy template has also been updated, with editable sections for members to include details about information handling practices relevant to their operations.
It is essential that operators tailor the Privacy Policy template to reflect their business practices.
Default or termination?
A more streamlined approach to default action
Historically, “default” as it relates to the Agreement has been used to convey non-payment of storage fees. In the 2025 Agreement, the term “default” is used to explain any material breach of the Agreement, as is generally accepted in the legal context.
The interactions between the default procedure and termination procedure have been simplified –previously, a facility had to follow either the default procedure or the termination procedure – the two processes now work together.
Reasons for termination
The Agreement may be terminated in four ways:
1. Termination Without Cause: can be initiated by either party after the initial period has ended, by providing written notice that adheres to the number of days required under the Termination Notice Period.
2. Termination for Cause: can be initiated by either party where a Default cannot be remedied (e.g. it is determined that the Storer’s use of the space is illegal). This also enables termination if a written notice has been provided to the Storer requesting a remedy to the Default and they have failed to act within 14 days of receiving notice (e.g. non-payment).
3. Termination due to Variation: where the Storer has received notice of a variation of the terms and conditions (including increase in fees) and chooses to terminate, with no less than 24 hours’ notice, before the variation notice period expires.
4. Termination due to an Unforeseen Event: only to be used in cases of Unforeseen Events, e.g. natural disasters.
Consequences of default
In the event of a default, the Facility may move to take Default Actions. These actions broadly align with earlier Agreements and include:
l Applying the deposit in respect of fees
l Overlocking the Space and restricting access until the default is remedied
l Claiming a contractual lien over the goods
l Accessing the space and taking possession of the goods
l Reporting to StorerCheck or other agencies
After 42 days and having given no less than 14 days’ notice, sell or dispose of the goods and apply any funds in respect of outstanding amounts.
Some terms have been expanded on and it is recommended to review the full Consequences of Default clause outlined in the Agreement.
If at any time before day 43 the storer remedies the default (e.g. pays outstanding fees) then reinstate access and the agreement continues.
Refer to the Termination Flowcharts in the SSAA Member Portal and NZ Arrears Management Guide for step-by-step instructions. l
AU & NZ SSAA Agreements can be found in the SSAA Member Portal. www.selfstorage.org.au
INNOVATION SPOTLIGHT: How technology and automation are reshaping self storage
Self storage is at a digital crossroads.
While demand remains strong, customer expectations are changing fast. Automation, digital innovation and AI are changing the way operators manage facilities and engage with customers.
Gone are the days of traditional, paper-heavy processes – today’s customers demand a seamless, tech-enabled experience from move-in to move-out.
According to the SSAA State of the Industry 2024 report, seven in ten potential storers expect a fully digital journey, while for operators, retention and rising labour costs risk making traditional staffing models unsustainable.
For owners and operators, this means modernising the self storage experience – or risking being left
behind. Those who invest in the digitisation of self storage, including remote management, smart access and seamless customer experiences will lead the next era of self storage. Here are some of the highlights from the SSAA Innovation Spotlight that explores how technology is transforming the industry –unlocking efficiency, scalability and profitability.
Goodbye keys, hello seamless entry
Customers expect fast, frictionless access to their storage units – just like they do with their banking, rideshare or delivery apps. That’s why smart access control systems are replacing traditional locks and PIN codes in the next generation of self storage facilities.
Some of the new standards in customer experience, security and smart access include:
l AI-powered chatbots: Handle customer inquiries, automated lead follow-ups, bookings and support 24/7, reducing response times and improving service.
l Self-service kiosks: Allow customers to move in, pay and get access instantly.
l Automated ID verification: Reduces fraud and streamlines onboarding, ensuring customers can sign up and access their unit in minutes.
l Bluetooth and app-based entry: Customers unlock gates and unit doors via smartphone, eliminating lost keys and unauthorised access.
l In-unit sensors and cameras: Enhancing security by monitoring real-time movements and thermal activity.
l AI-enhanced security monitoring: Automated systems flag suspicious activity, such as customers entering without opening their unit.
What’s next? AI-powered systems will soon be able to predict and prevent security risks before they happen, further enhancing site safety.
The end of manual rate adjustments
The SSAA State of the Industry 2024 report highlighted that 51% of potential customers state price as the highest barrier to self storage usage. Self storage operators need to strike the perfect balance – pricing high enough to maximise revenue, but low enough to stay competitive and attract customers.
Gone are the days of manually setting rates based on intuition or an old spreadsheet. AI-driven revenue management is now optimising unit pricing dynamically, helping operators to find the Goldilocks zone and maximise every square
metre. While larger operators utilise self storage-specific revenue management software at scale, for single-site operators, leveraging data for dynamic revenue management has never been more accessible. AI-powered tools are proliferating rapidly, offering powerful insights without the need for a storagespecific platform. Operators can now use general AI-driven pricing solutions that integrate with existing systems to analyse demand, occupancy trends, and competitor pricing in real time. These tools enable singlesite operators to adjust pricing dynamically, optimise revenue per unit and respond quickly to market changes, all while maintaining competitive pricing. By tapping into these technologies, operators can stay ahead of the curve, even without a custom-built solution, ensuring maximum profitability and operational efficiency.
The bottom line? AI-powered pricing helps operators capture the right customer at the right price –every time.
Digital marketing drives customer conversion
What’s driving customer decisions today? It’s still the basics: price, location, access and security. But once these factors are levelled, digital and experience-led differentiators come into play.
Digital marketing has become an engine driving customer acquisition, operational efficiency and brand differentiation.
The SSAA State of the Industry 2024 report reveals digital channels now dominate the customer journey. More
than 90% of current storage users browsed online before selecting a storage provider. Findings also show a dramatic 50% rise in online sign-ups since 2020, with in-person sign-ups drown by almost 20%. It’s not all doom and gloom for face-to-face service and physical presence still matters, but this clear shift in consumer behaviour can’t be ignored and operators should be looking to define or refine their digital customer experience.
Research shows larger operators have moved quickly, with 100% now using paid digital advertising such as Google Ads and display networks, while independent operators play catch-up with an uptake of 60%.
Nearly one in five customers cite online reviews and recommendations as top-three decision drivers—on par with traditional word-of-mouth referrals from family and friends. This reinforces the dual importance of customer satisfaction and digital visibility.
Strategic use of digital channels is translating into real enquiries, with most operators identifying their websites and digital ads as primary lead generators. Website user experience, functionality, search engine rankings and online reviews have become vital digital touchpoints, as customers increasingly make decisions without ever picking up the phone.
The introduction of AI in digital marketing is making more possible with less:
l AI-optimised copywriting and A/B testing tools use the power of automation to test ad effectiveness at scale.
l AI-optimised digital advertising AI-driven pay-perclick campaigns ensure ads are shown to high-intent customers, maximising ad spend efficiency.
l Predictive lead scoring AI ranks leads based on likelihood to convert, allowing operators to prioritise high-value customers, and nurture them with automatic personalised emails and text messages.
l Sentiment analysis for customer reviews AI scans feedback, helping operators identify trends, improve customer experience and manage online reputation in real time.
The takeaway? AI-powered marketing makes advertising smarter, reducing wasted spend and driving higher occupancy rates.
The future is now: download the SSAA Innovation Spotlight
By 2029 most self storage operators will have embraced some form of smart, AI-driven and remotely managed operations.
For much of the industry, in particular larger players, this shift is well underway, and operators are seeing benefits including:
l Lower cost and higher profitability l Frictionless, customer-friendly experiences
l More secure, scalable and efficient operations
This year’s SSAA Innovation Spotlight, presented by Principal Partner Janus International Australia , shines a light on enhanced digital offerings: think self-service kiosks, automated access control, and AI-driven customer service. These innovations aim to meet rising customer expectations and deliver convenience without sacrificing the human touch. l
KNOWING YOUR CUSTOMER MEANS PROTECTING THEIR DATA
As the self storage industry continues to modernise, one of the most significant shifts has been in the way facilities manage customer information. Traditionally the domain of banks and high risk sectors like financial services, Know Your Customer and Customer Due Diligence processes are now gaining momentum across the self storage sector.
Know your customers
In its most basic form, Know Your Customer processes, or KYC, are a way of identifying the people that
walk through your door. Confirming the identity of your customers against official documents helps ensure a person is who they say they are.
The SSAA recommends that storers are always adequately identified before signing a self storage agreement. Facilities may consider a range of identity verification methods based on their level of comfort, and risk for storing and retaining personal information.
Alistair McKeough, Co-founder of VerifiMe, said as facilities become more automated, the way your business approaches verification becomes even more important.
“Self storage facilities are increasingly leveraging new technology solutions to handle the collection, identification and validation of client identity documents during onboarding,” Alistair said.
“The benefits of implementing proper identity checks go far beyond compliance, and there are enormous advantages to self storage businesses understanding who their customers are.”
Creating a safer facility
Customer Due Diligence, or CDD, is the process of assessing the risk a customer might pose to your business. It goes beyond just checking their ID and involves understanding who they are, whether they pose any legal or financial risk, and making sure they’re not involved in suspicious or illegal activity.
As well as allowing businesses to better profile their customers, KYC and CDD processes allow facilities to dramatically lower the risk of criminal enterprises operating on their premises.
Self storage facilities are particularly vulnerable to misuse, and without adequate safeguards can be havens for the storage of illicit goods, illegal dumping, unauthorised occupancy, or other unwelcome uses.
Alistair said that even very basic KYC and CDD processes have been shown to significantly reduce these risks and can be a frontline defence for your business.
“Understanding who your customers are can create a safer environment by protecting staff, deterring criminal activity, and maintaining trust with legitimate clients, who can be confident about storing their goods with you,” Alistair said.
“The moment you introduce ID checks, you signal that your business is not a soft target,” he explains. “It acts as a powerful deterrent for anyone considering misusing your facility.”
Storing sensitive data
Data breaches are a growing risk for Australian businesses and the impacts of a data breach can be devastating reputationally.
In 2023 the AIC reported more than 200,000 cases of identity theft. As facilities take on the responsibility of collecting and managing personal identification documents, they also face the escalating challenge of data protection. With cybercrime on the rise and public trust in data security declining, mishandling customer data can have devastating consequences.
Along with reputational risk, the costs of responding to data breaches were extensive, and difficult to accurately estimate. The prominent Optus data breach in 2022, for example, cost Optus $140 million in related costs.
Alistair explained that while most identity verification software solutions were expensive and difficult to build, new providers were emerging that were cheaper and simpler to implement – some can be set-up in 24 hours, without any requirement for technical integration.
VerifiMe has been working closely with the self service industry to develop a tailored storage solution for operators.
“We wanted to create a purposebuilt platform that was cheap, easy to use and could be adopted without any tech build,” Alistair said.
“Creating a solution that was convenient and provided the smoothest onboarding experience for customers was also key.
“ Data breaches are a growing risk for Australian businesses and the impacts of a data breach can be devastating reputationally.
“We can now offer the self storage industry an end-to-end customised KYC platform, that can handle the collection, validation and off-site storage of customer identity and sensitive information. And unlike other software providers, all data collected by VerifiMe remains onshore in Australia.”
Increased regulation and obligations
The Australian Government is expanding reforms to its Anti-Money Laundering and Counter-Terrorism Financing Framework, which will require many non-financial sectors that were previously exempt, to implement robust CDD processes. While the self storage industry is not currently required to implement these changes, having a robust CDD process in place is considered best practice.
Alistair said VerifiMe was assisting several self storage businesses to develop rigorous CDD processes
that aligned with the Government’s increasing focus on KYC and CDD compliance across non-financial sectors.
‘We’re seeing many players in the industry take proactive steps to stay-ahead and also act in preparedness for any future changes or reform,” he said.
SSAA guidelines
The SSAA recommends members think strategically about balancing business risk and information security risk when considering the role of identity verification in their business.
Members can choose to use a third party identification verification provider such as VerifiMe, AplyID or Stripe ID to verify identification documents against government sources. In most instances, when an organisation uses a third party identify verification platform, identification details are not retained by the facility, which protects customer privacy and facility interests. l
For more detailed information on how to best manage ID Verification, and the secure storage of personal data in your business, download the SSAA Cyber Security Guidelines available in the Member Portal. www.selfstorage.org.au
Customer service beyond the counter
Adrian Cassimaty, Co-founder of Alyta, explains why blending personalised automated promotions with traditional face-to-face customer service is giving storage operators a competitive edge, and helping scale sales beyond the nine-to-five.
Understanding customer service
Talking with storage owners, I often hear the same thing: “I don’t want to do too much online because it’s our face-to-face customer service that sets us apart.”
And they’re absolutely right. Great customer service is the heart of storage. It’s about real conversations, reading the customer’s needs and building trust in a moment that matters. That personal touch is what keeps people coming back and sets good operators apart from the rest.
But here’s the thing; moving more of the experience online doesn’t mean losing that connection. With personalised automated promotions, you can bring that same level of care into the digital world – offering help, building trust, and guiding decisions, just like you would across the counter.
Storytime
Tom drives past your site all week. One morning, he stops in, unsure about what size unit he needs or how long he’ll stay. A staff member listens and says:
“ Because great service isn’t about being everywhere at once; It’s about being there when it matters
most.
“If you book today, we’ll throw in a free move-in trailer.”
Just like that, Tom’s sold. Now picture the same moment online. Tom revisits your quote page later that night. This time, a personalised message pops up:
“Hey Tom, store with us today and get a free move-in trailer.”
Same offer, same result – just digital. In storage, customer service has always been king. Whether someone walks in or calls uncertainly, you give them the confidence to commit. You’re there. They’re there. A deal is made.
Harnessing automated promotions
Personalised automated promotions can bring that same energy online. When a customer visits your website,
it’s no different than walking through your door. And the best part? You don’t need to be there in person to close the deal. The system already knows what offer to show, and when.
In fact, 78% of consumers are more likely to complete a purchase when offers are personalised to their needs and timing, according to Salesforce’s State of the Connected Customer Report. These aren’t just tools for big corporations, they’re tools any storage operator can use to strengthen the customer journey.
Let’s look at a few examples:
l A hesitant customer revisits your quote page. This time, they see:
“Get 10% off if you book today.”
That subtle, personalised nudge helps them take the next step.
l Once a booking is complete, the system follows up with:
“Refer a friend and you’ll both get $100 off.”
A tailored way to reward loyalty and grow your business.
l And for those who start a booking but don’t finish? They receive a gentle reminder:
“We’ve held your unit – final chance to claim your deal.”
It’s timely, relevant, and keeps the door open.
Each of these touchpoints feel personal, because they are
The right place at the right time
According to HubSpot’s Marketing Automation Benchmarks , automated workflows increase sales-ready leads by over 20%, driving higher conversion rates and more consistent engagement.
The reality is, customer service no longer has to stop when your office does. By integrating personalised automated promotions into your sales and customer service strategy, your best offers keep working, even when you’re not.
Because great service isn’t about being everywhere at once; It’s about being there when it matters most. l
$1 billion cash injection to drive StoreLocal expansion
In May this year, StoreLocal announced a landmark deal with global institutional investor BlackRock. The injection of $1 billion in capital, through a majority stake in the company’s assets and platform, will drive StoreLocal’s ambitious growth plans to create an $2 billion self storage platform in Australia.
We spoke with StoreLocal Co-Founder and CEO Hans Pearson about this industry-shaping transaction and what it means for the future of self storage in the region.
Founded in 2010, StoreLocal is the fourth largest operator in Australasia, owning and managing more than 40 self storage assets across Australia. Supported by private investors for more than 15 years, co-founders Hans Pearson and Rob Mactaggart have raised private capital through direct relationships, to steadily amass a portfolio as the industry’s profile emerged in the mid-2010s.
StoreLocal’s operations platform and brand were established with Mark Greig in 2015 and grew to become a national business. CEO Hans Pearson and COO Mark Greig will continue to lead the business going forward as it moves into its next phase of growth and delivers on its long-held strategic ambitions.
“We’re just as excited and enthusiastic about the business we founded 10 years ago,” Hans said. “Moving to StoreLocal 3.0 is just another stop along the way –another milestone – and gives us and our established team fresh energy for what’s next.”
Hans said the self storage industry in Australia was at an interesting inflection point, with institutionalisation happening rapidly.
“The drive to reset our external funding came from a deliberate long-term growth strategy of being ahead of the next institutional phase of the industry”, he said. “When we saw this happening at much greater pace
“
Hans said the self storage industry in Australia was at an interesting inflection point, with institutionalisation happening rapidly.
than expected, both speed to market and scale became critical, along with a deep capital solution.”
Hans said over the past 15 years, StoreLocal had patiently established a nationwide platform of institutional quality, which offered outstanding riskadjusted returns through a highly diversified tenant base, low capex, and high operating margins.
“It made sense to bring everything under one roof with a seamless and easily understood investment structure to attract a major institutional partner,” he said.
StoreLocal saw the BlackRock team as an ideal cultural fit to achieve their strategic goals.
Ben Hickey, Head of Australia Real Estate at BlackRock, said the company’s attraction to self storage reflected the broader market outlook for the sector, which has shown continued resilience and growth, driven by shifting consumer behaviour, urban densification, and e-commerce expansion.
“What we have seen played out in other markets is happening right now in Australia, where the sector’s fundamentals – low operational costs, consistent cash flows, and stable tenant demand – make it particularly attractive,” he said.
“Importantly we have been seeking an existing platform with scale, national diversification, and a strong local brand. Storelocal provides these and is a business that prides itself on innovation and
best-in-class outcomes for customers and investors, something we are deeply aligned with.”
Now with over $1 billion of secured capital, StoreLocal plans to deploy its growth strategy. Key drivers include the development of greenfield sites, acquisition of existing stores and portfolios, the ongoing expansion of its >10 store third-party management portfolio, as well as organic growth.
Reflecting on this edition’s theme of technology and automation, Hans said StoreLocal remained completely committed to its investment in innovation, proprietary data analytics, and 100% unmanned operating model.
The company implemented pioneering remote management technology in 2019, which accelerated through COVID. Since then, StoreLocal has been the market leader in operating a 24/7 unmanned store model. Apart from two or three of its third-party management stores – where the owners want to retain in-store staff –all other owned and third-party management stores are 100% remotely managed.
“As far as we understand, StoreLocal is the only eyes-on 24/7 operator in the marketplace,” said Hans.
The company is in the process of relocating its customer experience centre from Fiji to the Philippines, where it runs StoreLocal’s operation off-shore. Remote managers have eyes-on stores 24/7, along with sales and experience experts available around the clock. Contractors manage store maintenance which is completely automated through StoreLocal’s own proprietary technology.
“It just works”, said Hans. “As we started to test and measure this operating model over the years, feedback on customer experience got better and better, and bottom line operating margins have expanded.”
StoreLocal has been building out its data capability for more than five years. The company has had a part time data scientist on staff since 2020 who has moved to full time this month.
“For five years, Renee’s job has been to capture, analyse and interpret the data across our stores”, said Hans. “She has been quietly building our analytics and AI capability – which has created efficiencies in the way we organise and interpret this data.
“We’ve done the hard yards and the result is higher operating margins and the ability to scale”, said Hans. “To have the world’s largest institutional investor invest in us, on the basis that we built a national business of institutional quality, and to back our team to execute on our strategy, is super rewarding.
“We’re passionate about self storage – it’s a great sector and there’s good people in it. The industry has changed so much since I started out – the quality of built product is a mile from where it was 15 years ago – we’re seeing totally unmanned stores and global institutions are knocking on our doors. It’s incredible to see how far the industry has come.” l
COO Mark Greig (left) and CEO Hans Pearson (right).
FROM THE U.S TO AUSTRALASIA:
What self storage data tells us about the
next wave
of customer behaviour and
OpenTech Alliance has released its 2025 Self Storage Data White Paper. Backed by transaction data from over 12,000 facilities globally, this report provides operators in Australia and New Zealand with valuable insights into customer trends and behaviour – in particular, where technology can enhance customer service, optimise operations and bridge service gaps.
Key findings from the Report show that self-service, automation and visibility are reshaping how successful operators deliver value.
1 Walk-Up rentals and self-service growth
In 2024, 76% of kiosk rentals in the U.S. were walk-ups – customers who arrived onsite without a reservation, rented a unit, and moved in immediately. Interestingly, most of these rentals occurred during traditional office hours, underscoring an emerging customer preference: on-demand, self-directed service.
For operators evaluating hybrid staffing models, this trend highlights the value of flexible self-service infrastructure. Across OpenTech’s
74% 26 %
tech adoption
23,905
Kiosk Move-Ins During Office Hours
8,201
Kiosk Move-Ins Outside Office Hours
network, facilities completed over 42,000 kiosk rentals in 2024. Based on typical lifetime customer value, these rentals had the potential to generate more than USD$67.6 million in revenue. With an average of four kiosk rentals per month (and up to eight for top performers), even one kiosk can pay for itself quickly – especially when 26% of move-ins and 36% of payments occur after-hours. While actual figures will vary, findings suggest that when properly integrated, kiosks can serve as a strategic asset, rather than just a convenience feature.
2 Customers are calling, but they prefer self-service channels
The INSOMNIAC Live! call center handled over 1.3 million calls in 2024. However, when customers were given the option, 88% of those calling to make a payment chose a selfservice method. This shows that while support is essential, many customers opt to complete tasks without direct interaction.
For Australasia-based operators, this trend aligns with evolving consumer behaviour. Of note, 12% of all new rental calls came after hours, and reservation call volume peaked between 10 am and 1pm, regardless of the day of the week – a key staffing consideration when resources are limited.
3 Mobile access is growing –but keypads still dominate Mobile gate access tools, like the Storage Genie app, were used more than 40 million times in 2024. Yet keypad use still accounted for 86% of all gate opens, suggesting a strong preference for physical interfaces in many markets.
Regional differences are emerging. For instance, mobile app usage has been especially strong in the UK where 62% of gate opens were
Summary of self storage reservation calls (prospects seeking to rent storage) made to the INSOMNIAC® Live! self storage call center; 2024. Call data represented by day of week and hour of day.
MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY
Delinquent access attempts at facilities with the INSOMNIAC® CIA access control system; 2024. Right: Percentage of total access attempts after-hours by delinquent tenants in 2024. During Office Hours determined at Sunday – Saturday, 9am – 5pm for purpose of this analysis.
of delinquent attempts occur when facilities are closed
initiated via mobile app, in the United States it was 12% and in Europe 41%.
While data from Australia and New Zealand is still limited, these tools present a growing opportunity. Operators may consider preparing for mobile adoption trends by integrating dual-access systems that cater to both mobile-first and traditional keypad preferences. Mobile usage has continued to grow year-on-year – but consumers haven’t shifted behaviour overnight. In the meantime, don’t underestimate the keypad.
4 Visibility and data are the new cornerstones of operational strategy
Access control is no longer just about managing who enters your site. It’s about understanding how customers interact with your facility. In 2024, 29% of delinquent access attempts occurred outside business hours
– moments that can slip through without the right systems in place. For facilities with limited staffing, or those exploring remote management, this kind of data can reveal gaps in security, staffing and tenant communication, and highlights the need for automated overlocks, alerting systems, and better security protocols. Integrated access control solutions can offer a pathway to smarter, safer operations.
Online auctions: Optimising debt recovery through best practices
In 2024, more than one million self storage units were auctioned via StorageTreasures – the premier online storage auction platform in the U.S. One compelling data point showed auctions with 10 photos saw a 41% higher average sale price compared to those with only five. Importantly, these results reflect
best practices that can be applied regardless of the auction platform used. Operators should consider how intentional listing strategies – such as quality images and appropriate ‘soak time’, or length of time the auction is listed – can enhance recovery of lost rent, especially as operating costs remain high.
Australasian operators have embraced digital auctions, but many still treat them as administrative tasks. Instead, treat them as strategic revenue opportunities – and follow best practices to maximise returns. l
Download the full Report : OpenTech Alliance 2025 Self Storage Data White Paper www.opentechalliance.com/2025self-storage-data-white-paper
Average sales price, average views and number of sold auctions by total photo count on auction listing on StorageTreasures. com.
*Average Views is plotted against right Y axis.
FROM EXPERIENCE TO INNOVATION:
How a self storage operator helped redefine digital self storage solutions
When Gavin Koorey, a veteran self storage facility owner and operator, surveyed the digital landscape of the self storage industry, he saw a glaring gap.
Despite the sector’s rapid growth, many operators had fallen behind in delivering a modern online experience. Websites were often outdated, clunky, and lacked the functionality that today’s consumers expect. Booking a unit or getting a quote frequently involved phone calls, paperwork, and frustrating delays, turning what should be a simple task into a cumbersome process. Gavin believed this disconnect was costing operators valuable business.
With over 24 years of hands-on experience, Gavin understood the challenges of running a facility and the high cost of digital innovation. But he also believed there had to be a better way. After developing his own online tools to stay competitive in a crowded market, he realised he was uniquely positioned to create a solution for others in the industry.
That vision became StorNow – a fully integrated digital platform built from an operator’s perspective, designed to meet the real-world needs of both storage businesses and their customers.
Spotting the opportunity
As a long-time user of Storman, the industry’s leading self storage management software, Gavin appreciated its robust backend capabilities. But he saw a missing piece: the customer-facing experience.
“Our internal systems were strong,” Gavin recalls, “but the customer journey – from discovering storage to booking a unit – was lagging. People are used to booking hotels, ordering food, even buying cars online. Storage needed to catch up.”
So, Gavin began thinking like a digital innovator. What if customers could browse real-time availability, get instant pricing, book online, verify their ID, and pay – all in one seamless process? And what if operators didn’t need to be tech experts or invest heavily in custom development to offer that experience?
The birth of StorNow
That thinking led to StorNow – a purpose-built, out-ofthe-box website solution fully integrated with Storman
Cloud. Gavin’s goal was to bring modern digital functionality to storage operators without sacrificing personal service or operational simplicity.
He approached Storman not just as a customer, but as a collaborator.
“Storman had the backend sorted,” Gavin explains. “What we needed was a front-end experience that matched. Operators are time poor, and keeping up with tech is tough. This solves that problem.”
Storman embraced the idea, and what began as a simple integration quickly evolved into a full-scale product development journey. Development kicked off in early 2024 with a six-month timeline and a clear objective: deliver a sleek, customisable website solution offering real-time pricing, availability, and instant booking – all seamlessly integrated with Storman.
Gavin Koorey.
“ StorNow isn’t just transforming individual businesses – it’s raising the bar for the entire industry. Where operators once hesitated to invest in digital tools, they’re now demanding them to stay competitive.
Built by an operator, for operators
What made StorNow different was Gavin’s deep operational insight. Unlike many tech products built in isolation, StorNow was shaped by someone who had lived the day-to-day challenges of running a facility.
“I knew where the inefficiencies were – what frustrated customers, where leads were lost, and what held back growth,” Gavin says. “We designed a platform that not only solved those problems but created efficiencies many operators didn’t even know were possible.”
As the project evolved, so did its scope. Features like embedded pricing pages, a box shop, and advanced lead generation tools were added, making the platform flexible for operators of all sizes.
Seamless integration, real results
Building a fully integrated system wasn’t easy. Ensuring Storman’s backend synced flawlessly with StorNow’s front end required close collaboration and rigorous testing. The result? A platform where customers can complete the entire onboarding process – including ID verification and payment – without staff intervention. Facilities can now offer 24/7 move-ins, even when no one is onsite.
For operators who prefer a more personal touch, the system is flexible enough to support varying levels of automation.
Rolling out and raising the bar
The first site to go live was StoreStuff in New Zealand, followed by others across Australia and the UK. The response was immediate: higher conversion rates, increased occupancy, reduced admin workloads, and happier customers.
Operators praised the platform for giving them a modern, professional digital presence – without the usual cost or complexity.
StorNow isn’t just transforming individual businesses –it’s raising the bar for the entire industry. Where operators once hesitated to invest in digital tools, they’re now demanding them to stay competitive.
Today, Gavin continues to lead StorNow with the same passion that sparked its creation. The platform is expanding rapidly, with new features and more operators joining every month.
“I didn’t set out to build a tech company,” Gavin reflects. “I just wanted to fix a problem I saw every day. The fact that it’s now helping others and improving the customer experience across the industry – that’s the most rewarding part.” l
If it matters to them, it matters to you... and us!
We understand self storage and we’ve been working with SSAA members for two decades.
Our advice protects you and your business Contact us today to find out how.
AUTOMATION DRIVES CUSTOMER-CENTRIC SERVICE MODELS
The self storage industry is rapidly evolving, with digital technology and automation reshaping how facilities operate and interact with their customers. Operators face growing pressure to deliver seamless, convenient experiences while managing costs and efficiency. R6 Automate CMO Stephen Hughes talks us through the emerging technology trends he is seeing in customer service, and how R6 is empowering facilities to adopt flexible service models, better suited to their markets and customers.
The changing landscape of self storage service models
Before diving into technology, it’s important to understand the broader context of what self storage service models are being used, and how they’re evolving.
l Full service: The traditional model where staff handle the majority of customer interactions and operational tasks onsite.
This “business class” approach offers a high-touch, conciergelevel experience but comes with higher staffing costs.
l Assisted service: A hybrid approach where technology automates some parts of the customer journey and backend processes, but staff remain involved in assisting tenants. This model reduces costs compared to Full Service but still relies on human support for many interactions.
l Self service: A fully remote model leveraging technology such as mobile apps, kiosks, and contact centres in place of staff. Here, customers complete all tasks digitally, and administrative automation handles backend processes. This is the most cost-efficient model, offsetting staff costs with technology investments.
Stephen said he was seeing rapid change in the industry, with many new facilities slated to launch
either Assisted or fully Self Service operating models. “Within the next five years, it’s expected that the majority of the self storage industry will be technologically capable of operating unmanned, even if they do choose to retain staff”, he said.
Understanding these models is essential to appreciating how digital tools, can help facilities remain relevant in an evolving industry.
StorApp was created to support this shift, by offering flexible, scalable solutions that can help facilities at all stages of digital maturity – from enhancing traditional full service offerings to powering fully remote self service sites.
Stephen said that StorApp was now being used by hundreds of storage facilities globally. “When we asked our customers to tell us what they found most valuable when using StorApp, the common threads were operational efficiency, improved customer convenience, and our team’s approach to continuous improvement based on customer feedback.
Operational efficiency through self-service automation
One of the clearest benefits reported by operators using StorApp is the operational efficiency gained by enabling customers to self serve, reducing the administrative burden on staff.
Alex from Squab Storage in the UK, explained how StorApp’s invoice access feature had “significantly reduced admin time”, by allowing customers to retrieve historical invoices themselves, cutting down staff time spent on routine queries. Alex added that functionality like automated ID verification further reduced manual processing by staff, freeing them to focus on sales and customer engagement.
Similarly, Steve from West Coast Self Storage in the USA, pointed to StorApp’s ability to streamline customer support calls, providing instant access to payment info and gate codes. “Our call centre staff are fielding fewer calls related to payments and access because customers can do these tasks directly via the app,” he said. The introduction of Bluetooth gate access also minimises lost code issues, further improving efficiency.
These examples underscore how automation tools are enabling facilities to operate leaner, reduce costs, and refocus resources on growth activities.
Making it easier and more convenient for customers
Customer expectations for seamless, on-demand digital experiences have grown exponentially, especially as consumers become accustomed to managing services through their smartphones.
Stephen said that StorApp addressed these expectations with a suite of features designed to make the tenant journey as simple and intuitive as possible. “The app provides a clear reference to the customer’s unit number, reducing confusion and unnecessary office visits,” he said. “Integration with various types of access control systems allows customers to open gates and doors via their phones, without keys or having to remember their codes.”
James from Rent a Space in Australia, said that their recently launched Rent a Space App, powered by StorApp, enabled tenants to manage accounts, access invoices, share access permissions, and navigate the facility with digital site maps. He said this consolidation of digital tools benefitted both customers and onsite teams.
Steve adds that onboarding customers with the app at move-in not only provides convenience but also signals a forward-thinking brand identity, helping position their facility as a market leader in customer experience.
Customer feedback driving continuous improvement
A hallmark of StorApp’s approach is its responsiveness to operator and tenant feedback, using real-world insights to continually refine the platform.
“Feedback from clients like Squab Storage illustrate our team’s “fast response times” when technical updates are required,” Stephen said. In this instance our StorApp team was able to work quickly and directly with the client to customise gate access features that would better suit their customer needs.”
This collaborative relationship ensures that StorApp is a valuable partner rather than just a software vendor. “We’ve created a platform to evolve alongside industry needs, making it a future-proof tool for operators navigating rapid change,” he said.
The future of digital customer experience in self storage
The trajectory is clear; self storage operators who embrace digital tools like StorApp will be better positioned to meet the changing needs and expectations of customers, while optimising operational costs. As the industry moves toward assisted and self service models, technology will play an increasingly critical role in enabling efficient, customer-centric operations. l
Up close and personal:
Getting smarter with ChatGPT
Since generative AI tools burst into the mainstream more than a year ago, their potential has captured the attention of nearly every industry, including self storage. However most businesses are barely scratching the surface (if at all) of what this technology can do. We look at how one AI tool, ChatGPT, can be your best bedfellow.
In the self storage sector, most early adoption has focused on basic tasks like drafting emails, generating social media content or summarising a document. These uses are helpful, but the untapped potential is huge. For self storage operators, the opportunities to improve customer experience, streamline operations, and enhance internal knowledge sharing are vast.
When optimised and used thoughtfully, ChatGPT becomes less like a clever gadget and more like a capable member of the team.
Getting to know each other
What’s often overlooked is the power of personalisation. When guided, ChatGPT performs as a sophisticated language model capable of understanding nuance, context, tone and intent.
Dawid Naude, CEO of Pathfindr and a leading voice in the implementation of AI, has been vocal about this. He argues that the next wave of
“ When optimised and used thoughtfully, ChatGPT becomes less like a clever gadget and more like a capable member of the team.
Here are five steps to make ChatGPT work harder for your self storage business:
1 Share your personality
business advantage lies not in using AI, but in tuning it – to your people, your language, and your customers.
He focuses on helping businesses personalise AI tools like ChatGPT to align with their specific needs and goals.
Naude encourages businesses to stop treating ChatGPT like an outsider and start training it like an insider. By feeding it the right context, tone and examples, any organisation can shape a version of ChatGPT that “thinks” like them and responds in ways that feel intuitive and useful.
For self storage operators, this is especially valuable. Storage facilities are often lean operations where staff juggle a range of tasks. ChatGPT can take on repetitive communication, draft documents, help resolve customer questions, and assist with marketing, but only if it understands the business it is working for.
Set a consistent voice. Decide how your business speaks and write it down in plain language. If your business prides itself on being friendly, helpful and no-nonsense, say that. Create a style guide prompt like: “Speak like a friendly Aussie storage expert – clear, concise, and helpful, with a touch of humour.”
2 Train it with examples
AI learns quickly when given examples and over time ChatGPT will begin to mimic these examples in its own responses. Feed your ChatGPT tool snippets from actual customer interactions – emails, FAQs, even past support tickets or help desk requests. This helps it learn the phrasing, concerns and priorities of your customers. As Naude puts it, “You don’t need to code AI. You just need to talk to it like a person with context.”
3 Start with a good brief
ChatGPT allows users to provide background information that applies to all chats. You might explain that you manage four storage sites in regional Australia, cater to small businesses and families,
and frequently promote seasonal offers. This allows the tool to tailor its responses with those details in mind.
4
Create a library of prompts
Not every team member will know how to “talk” to GPT efficiently. Create a library of tested prompts for common tasks:
“Draft a script for a phone call following up on a late payment.”
“Write a social media post about seasonal storage tips for small business.”
“Create an onboarding email for new storage customers.”
This helps staff save time and produce consistent content.
5 Treat it as a living tool
AI becomes more useful the more it is used. Encourage staff to share what works, refine prompts together, and adjust the setup based on feedback. Naude suggests approaching AI like a junior
team member who needs regular guidance. It’s not speed dating – it’s a relationship that improves with time and training.
Naude recommends making GPT part of team meetings. Including a ‘What Did GPT Help With This Week?’ agenda item can spark ideas and improve uptake.
Holding hands
So what could this look like for your business? Identify areas where AI can have the most impact. From automating customer interactions to optimising inventory management, AI offers solutions that increase efficiency and reduce costs.
l Automate customer service: Handle inquiries about unit availability, pricing, and facility features 24/7.
l Assist with reservations: Guide customers through the booking process, reducing the need for manual intervention.
l Provide personalised recommendations:
Suggest storage solutions based on customer needs and preferences.
A storage operator could customise ChatGPT to act as a virtual assistant for their onsite staff. By feeding it company policies, typical customer queries, and examples of appropriate tone used in past communications, you could develop a responsive knowledge hub with personality. Within weeks, you would have fewer escalations to management, greater consistency in customer service and confidence among junior employees.
Building a relationship that lasts
The real opportunity isn’t just in using AI, it’s in teaching it how to work the way you do. The better it understands your business, the more valuable it becomes. l
Excellence in Expansion and Upgrade
WINNER Safe Store Westgate
Safe Store Westgate was proud to have been awarded Best Expansion or Upgrade category.
This recognition celebrates the facility’s thoughtful growth, innovative design, and unwavering commitment to meeting the evolving storage needs of its local community. The award is a testament to years of strategic planning, careful execution, and a focus on delivering unparalleled value to customers.
A vision realised
Since its opening in 2016, Safe Store Westgate, in Auckland, New Zealand, has been committed to creating a flexible and scalable storage solution. With the rapid growth of the Westgate area, marked by new residential developments and expanding commercial hubs, the need for additional storage became clear. The expansion, completed in March 2024, demonstrates how Safe Store has successfully anticipated and met the demands of its community.
This award-winning project, led by A-Line Construction and complemented by Storco’s fit-out expertise, adds 5,666 sqm of net lettable area. The new three-storey building, with 879 units in total for the whole facility and plans to expand further with 549 units to be added once the fit-out stage is complete. This sets a new benchmark for modern storage facilities.
Award-winning features
The expansion introduces state-of-the-art features that distinguish Safe Store Westgate as an industry leader:
Sponsored by
l Ground-breaking design: High-clearance groundfloor units (4 metres tall) cater to commercial clients and large item storage, including RVs and boats.
l Commercial lifts: Three large lifts provide seamless access to the upper levels, enhancing customer convenience.
l Perimeter drive-up units: Drive-up access simplifies loading and unloading for customers.
l Automated roller doors: Select units feature automated access, offering unmatched ease of use.
l Advanced security: Individually alarmed units, comprehensive CCTV, and cutting-edge FireWire technology ensure safety and peace of mind.
These enhancements optimise storage capacity and prioritise accessibility and security, making the facility a model of modern self storage excellence.
A financial and operational triumph
The investment in the expansion has positioned Safe Store Westgate for long-term success. The facility has attracted a broader customer base and significantly increased revenue by introducing a diverse mix of unit sizes and features.
One of the most remarkable aspects of the project is its operational efficiency. Despite the substantial expansion, no additional staff were required, ensuring stable operational costs. The strategic fit-out of units allows flexibility, enabling further development as occupancy grows.
With a sustainable occupancy goal of 90%, the facility is already on a trajectory to achieve this by the end of 2025, supported by strong customer demand and strategic planning.
Overcoming challenges
The journey to this award was not without its challenges. The project began in December 2021 and faced delays caused by the COVID pandemic with supply chain issues. However, the team’s resilience and commitment ensured the project’s completion without compromising quality or customer experience.
The construction’s location behind the original building minimised disruption, allowing customers uninterrupted access to existing units. Efficient space management further ensured smooth operations during the build phase.
The power of marketing
The award also recognises the facility’s innovative marketing approach, pivotal in driving customer interest and engagement. Efforts included:
l Social media: Regular updates during construction and launch campaigns featuring high-quality visuals and customer-focused content.
l Google ads: Paid campaigns targeting local searches, ensuring visibility at key decision-making moments.
l Local promotions: Exclusive deals for neighbouring businesses fostered goodwill and generated referrals.
l Community outreach: Flyer distributions and prominent roadside signage raised awareness among local residents and businesses.
l Email campaigns: Personalised promotions re-engaged past customers and informed existing ones about the expansion.
This comprehensive strategy created a buzz around the expansion, resulting in high customer interest and an influx of new clients.
Team excellence
The award also celebrates the dedication and professionalism of the Safe Store Westgate team. Their ability to adapt to the demands of a larger facility, while maintaining exceptional customer service, has been integral to the project’s success.
The team’s efforts have been exemplary, from communicating with customers about new offerings to ensuring a seamless transition during the expansion. Their commitment to delivering a top-tier customer experience underscores the success of Safe Store Westgate.
Why Safe Store Westgate stands out
Safe Store Westgate’s expansion exemplifies excellence in the self storage sector. Its success stems from a combination of strategic foresight, innovative design, and customer-centric operations. Key factors contributing to the award include:
l Community impact: Addressing the growing needs of a rapidly developing area.
l Innovation: Incorporating cutting-edge features that prioritise convenience and security.
l Financial sustainability: Ensuring long-term profitability while maintaining operational efficiency.
l Team dedication: A unified team effort that prioritised customer satisfaction.
The recognition as the Best Expansion or Upgrade solidifies Safe Store Westgate’s position as a trailblazer in the industry. With plans for a second stage of fit-out and continued focus on customer needs, the facility is well-equipped to sustain its success and remain a valued part of the Westgate community.
This award not only honours the achievements of Safe Store Westgate but also serves as inspiration for future developments in the self storage sector.
WINNER National Mini Storage Sustainability Award
National Mini Storage has earned top honours in the Sustainability category.
Through an innovative and structured approach to sustainability, they have demonstrated that environmental and social responsibility can go hand-in-hand with business success.
This recognition reflects the company’s commitment to creating meaningful and measurable change. With a clear roadmap and ambitious goals, National Mini Storage has set a benchmark for sustainability, not only within the self storage sector but across the wider business landscape.
A strategic commitment to sustainability
In early 2023, National Mini Storage embarked on a transformative journey to refine and align its sustainability efforts. Although the company had long championed positive environmental and social practices, a review of its existing initiatives revealed a lack of cohesive strategy and measurable targets.
Determined to take a leadership role, the company developed a comprehensive Sustainability Strategy, outlining their goals through to 2026. This roadmap is built upon four core pillars:
1. Environment: Reducing their environmental footprint and transitioning to renewable energy.
2. Customers: Enhancing customer experiences through sustainable and ethical business practices.
3. People: Creating a thriving workplace culture that prioritises employee wellbeing.
4. Operational efficiency: Streamlining processes to ensure sustainability aligns with business profitability.
This approach has provided National Mini Storage with the clarity and focus needed to deliver meaningful outcomes.
The driving force behind change
The severe weather events experienced across New Zealand in 2023 served as a catalyst for action. As a locally owned and operated business, National Mini Storage felt a strong responsibility to respond to the challenges posed by climate change. This sense of purpose and a desire to align with their vision and values inspired the company to take bold steps toward sustainability.
Guided by training and benchmarking tools provided by Deloitte, the company’s leadership team assessed their current practices and identified key areas for improvement. Using the Future-Fit Framework,
they prioritised initiatives that addressed their largest gaps while creating opportunities for long-term impact.
The resulting strategy, further refined with input from KPMG, represents a forward-thinking approach that balances environmental responsibility with financial sustainability.
Implementing National Mini Storage’s Sustainability Strategy has delivered impressive results, underscoring their dedication to both people and the planet.
Environmental impact
A standout achievement is the company’s commitment to renewable energy. By 2026, five of their 13 branches will be equipped with solar panels, demonstrating their leadership in the transition to clean energy. At the Albany Tikoti branch alone, installing solar panels and LED lighting has resulted in an annual energy savings of 87,700 kWh.
This investment reflects a long-term vision, with solar panels offering a nine-year payback period and LED lighting yielding a return on investment (ROI) within three to five years. These measures reduce the company’s environmental footprint and generate significant cost savings.
Financial sustainability
A key financial highlight has been securing a Sustainable Transition Loan with ASB, resulting in annual interest savings. This demonstrates how sustainability initiatives can deliver tangible business benefits, positioning National Mini Storage for long-term profitability.
Employee wellbeing
The company’s focus on employee wellbeing has had a transformative impact on workplace culture. Enhanced policies have dramatically reduced turnover to just 2%, while staff wellbeing scores have risen. This commitment to supporting employees has created a loyal and engaged workforce, reflected in glowing customer reviews and improved Net Promoter Scores.
Raising the bar for the industry
National Mini Storage’s achievements in sustainability are setting a new standard for the self storage industry. By demonstrating the viability of renewable energy investments, energy-efficient infrastructure, and employee-focused policies, they are inspiring other businesses to adopt similar practices.
The visibility of their solar installations and their employee-first approach reinforces the importance of environmental and social responsibility. As one of the first self storage companies in New Zealand to implement such comprehensive sustainability measures, National Mini Storage is helping to elevate the industry’s reputation.
Their efforts also highlight the potential for privately owned self storage providers to achieve both environmental and financial rewards, proving that sustainability is not just a moral imperative but also a sound business strategy.
The initiatives implemented by National Mini Storage offer a replicable model for other businesses within and beyond the self storage sector. Key takeaways include:
l Renewable energy adoption: Solar panels and LED lighting are cost-effective measures that deliver long-term savings.
l Employee wellbeing: Policies that prioritise staff welfare lead to higher retention and improved performance.
l Operational efficiency: Streamlining processes ensures that sustainability aligns seamlessly with profitability.
These practices demonstrate that sustainability can be integrated into any business model, regardless of industry or size.
While the upfront costs of implementing sustainability measures can be significant, National Mini Storage has shown that the long-term benefits far outweigh the investment:
l Solar installations are projected to fully fund themselves within nine years, offering ongoing energy savings and reduced reliance on non-renewable resources.
l LED lighting upgrades not only cut energy costs but also reduce maintenance expenses, with payback periods of three to five years.
l Employee-focused initiatives result in lower recruitment costs and higher productivity, contributing to overall business success.
These outcomes underscore the financial viability of sustainability, making it a win-win for businesses and the environment.
A future-focused vision
Looking ahead, National Mini Storage remains committed to advancing their Sustainability Strategy. With plans to further expand renewable energy initiatives and refine their roadmap through 2026, the company is poised to achieve even greater impact.
National Mini Storage’s success in sustainability offers a powerful example of what can be achieved through strategic planning, collaboration, and a genuine commitment to positive change. As industry leaders, they have proven that businesses can thrive while making meaningful contributions to the environment and society.
Their recognition as winners in the Sustainability category at the SSAA Awards is a testament to their leadership, innovation, and dedication to creating a better future. l
Considering selling now or in the future?
Call for a confidential chat regarding the potential realisation level of your self storage facility.
■ Financial ■ Compliance
■ Property ■ Upside
Sponsored by Matt Walsh
Highway Frontage Real Estate 0411 880 054
13 Faussett St Albert Park VIC 3206
matt@highwayfrontage.com.au www.selfstoragerealestate.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS
Integrated security systems reshape operations
Self storage in Australia and New Zealand has grown steadily over the past two decades, with nearly one in ten adults now using a storage facility. As demand increases, so too does the need for operators to deliver more than just secure units. Customers expect convenience, efficiency, and professional service – and integrated security systems are becoming a practical solution to meet those expectations.
Matthew Trofa, National Sales Manager (Australia) at ICT explains how unified platforms can consolidate access control, alarms, lighting, CCTV, and environmental automation into a single integrated system.
“This connected approach streamlines day-to-day operations, lowers costs, and enhances the customer experience all without necessitating a comprehensive technical overhaul,” Matthew said. One example is Safeguard’s Cambridge facility in New Zealand. With over 230 units, the team needed to streamline their management of access, monitoring, and responding to customer issues. Shifting to a centralised system allowed management to oversee everything from a single interface – saving time and reducing the need for constant
onsite supervision. Issues such as failed PINs or access troubleshooting can now be resolved remotely, thanks to mobile app functionality and a connected system backbone.
This operational flexibility doesn’t just benefit staff – it enhances the customer experience. New clients can register, pay, and receive access credentials within minutes, eliminating the need for manual setup or staff assistance. Automation features, such as lighting and climate control that respond to entry, create a seamless, modern user experience from the outset.
Cost savings are another major advantage. Legacy setups often involve multiple disconnected systems, each requiring maintenance and support. A unified platform eliminates this duplication, allowing smaller facilities to operate with fewer staff. For some operators, this has meant replacing full-time onsite roles with remote management and support, without compromising on security or service standards.
Energy efficiency is also improved. Integrated systems can control lighting, HVAC, and other resources based on actual usage, helping operators reduce costs and minimise their environmental footprint, which is particularly important as more
“ Shifting to a centralised system allowed management to oversee everything from a single interface – saving time and reducing the need for constant onsite supervision.
customers consider sustainability in their decision-making.
Perhaps most importantly, integrated systems offer scalability. Whether opening a new site or upgrading an existing one, the flexibility of a modular platform means operators can grow without the need for expensive retrofitting. Features like 4G connectivity provide continuity during outages, adding resilience to the setup.
Matthew said as the industry evolved, unified security systems were increasingly viewed as essential operational tools, rather than technical upgrades.
“They enable facilities to operate more efficiently, deliver better service, and remain competitive in a rapidly growing market,” he said.“For self storage operators, the message is clear: efficiency, automation, and adaptability are now central to long-term success – and integrated technology has a key role to play.” l
Welcome new SSAA Service Members
GoingUp Elevators
Established in 1998, GoingUp Elevators has become one of Australia’s trusted providers of vertical transport solutions. With over 20 years of industry experience, the company designs, manufactures, and installs its own high-quality lift systems, offering tailored solutions across a wide range of building types in NSW and QLD.
GoingUp supports SSAA members by delivering flexible, cost-effective elevator services that are engineered to suit each project’s unique requirements—whether for new developments, existing facilities, or sites in need of upgrades. Their experienced team works closely with developers, architects, builders, and strata managers to ensure smooth integration and long-term reliability. Their services include:
l New installations: Custom-designed and engineered elevator systems built for performance, safety, and longevity, supported by end-to-end project management from design to installation.
l Maintenance: Preventative and ongoing maintenance services delivered by Australia’s only team of GEC factory-trained technicians, ensuring consistent operation and peace of mind.
l Modernisation: Comprehensive upgrade solutions to enhance older systems, improve energy efficiency, user comfort, and safety while extending the service life of existing lifts.
As a member of the Australian Industry Group, GoingUp Elevators brings a commitment to innovation, quality, and responsive service—making them a valuable partner for facilities seeking reliable vertical transport solutions. We’re excited to have them on board and look forward to the support they’ll provide our self storage community. l
Greevel Industry
Qingdao Greevel Industry Co. is a trusted global supplier and designer of self storage solutions. Greevel has earned a strong reputation for delivering high-quality portable storage containers, self storage containers, mobile storage units, and creative storage solutions tailored to a wide range of business needs.
Greevel offers a one-stop solution for the self storage industry, supporting customers with end-to-end services – from design and manufacturing to prompt delivery and expert after-sales support.
Well-equipped to meet rigorous international compliance standards, Greevel provides a full range of customised services designed to meet the needs of customers in different countries and regions.
Greevel’s business spans four key segments:
l Portable self storage facilities
l Shipping container storage facilities
l Internal self storage hallway systems
l Mobile flat-packed storage containers
In addition, Greevel offers a range of accessories for mobile storage and self storage solutions. Other products include special shipping containers, site accommodation units, and mobile cold room trailers.
As both a manufacturer and supplier, Greevel brings extensive industry experience, high-quality products, competitive pricing, and excellent customer service. With a skilled technical team ready to tailor solutions to your specific requirements, Greevel is committed to helping self storage operators expand, upgrade, or launch new mobile and container-based offerings with confidence.
We’re delighted to welcome Greevel Industry as a new service member of the Self Storage Association of Australasia. l
AI in self storage: Game changer or safety challenge?
Artificial Intelligence (AI) is revolutionising various industries, including self storage. As technology and automation become more prevalent, it’s essential to consider the impact of AI on health and safety within the self storage sector.
Impact of AI on self storage
AI-powered systems can significantly enhance the efficiency and security of self storage facilities. These systems can automate tasks such as monitoring storage units, managing inventory, and optimising space utilisation. However, the introduction of AI also brings new challenges that need to be addressed to ensure a safe working environment.
Safety issues
One of the primary concerns with AI in self storage is the potential for workers to feel disconnected or mistrustful of AI-powered systems. This lack of trust can lead to stress and anxiety, impacting their overall wellbeing. Additionally, AI systems can sometimes make decisions that are difficult for human workers to understand or predict, leading to confusion and potential safety risks.
Potential safety risks of AI in self storage
AI technology can bring numerous benefits to the self storage industry, but it also introduces several safety risks that need to be carefully managed. Here are some of the key safety concerns:
l Worker disconnection and stress: AI systems can sometimes make decisions that are difficult for human workers to understand or predict. This can lead to confusion, mistrust, and stress among employees. Workers may feel disconnected from the decision-making process, which can impact their overall wellbeing.
l Automation and job security: The automation of tasks traditionally performed by human workers can lead to concerns about job security. This can create a stressful work environment and potentially lead to reduced morale and productivity.
l Complexity and maintenance: AI systems can be complex and require regular maintenance to ensure they function correctly. If these systems are not properly maintained, they can malfunction, leading to potential safety hazards.
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 for global organisations in the manufacturing, construction, and logistics industries.
l Data privacy and security: AI systems often rely on large amounts of data to function effectively. Ensuring the privacy and security of this data is crucial. Any breaches or misuse of data can lead to significant safety and ethical concerns.
l Physical safety risks: AI-powered machinery and equipment can pose physical safety risks if not properly managed. For example, automated storage systems can malfunction and cause injuries if safety protocols are not strictly followed.
By understanding the impact of AI and addressing the associated safety issues, self storage facilities can leverage technology to improve efficiency while ensuring the wellbeing of their workers. l
The OH&S Help Desk has been established by SSAA to support members with safety questions and concerns. Call 1800 067 313 (AU) or 0800 444 356 (NZ) or email membership@selfstorage.com.au to access the OH&S Help Desk.
When “casual” isn’t casual: What you need to know
When you’re juggling the day-to-day pressures of running a business, HR compliance can slip quietly to the bottom of the list. But in doing so, you might unknowingly be creating costly risks, especially when it comes to casual employment.
Many employers choose casual workers for their flexibility – there is no need to commit to set hours or provide paid leave. It seems like a win-win: the business gets staffing agility, and the employee gets short-term work. But problems arise when that ‘casual’ quietly starts working regular, predictable hours over a long period. Suddenly, the flexibility that defined the role starts to disappear, and the line between casual and permanent becomes very blurry.
The new definition of ‘casual’
In Australia, from 26 August 2024, it’s no longer enough to rely on what’s written in the employment contract. Instead, the law requires you to look at the real nature of the arrangement. A casual employee is someone who doesn’t have a firm commitment to ongoing, regular work. So if you’re offering shifts consistently, expecting the same hours each week, or assigning duties like a permanent employee – it might not be a casual role anymore.
Employers must now also consider whether the employee can realistically refuse shifts or if work could genuinely dry up. If there’s
Misclassifying casuals might not seem urgent, but the consequences can be significant.
an ongoing expectation of work, it could open the door to claims for back pay, leave entitlements, and notice periods, potentially across multiple employees and years.
New paperwork and processes
Along with the updated definition, the casual conversion process has changed too. Now, it’s up to the employee to request conversion, not the employer’s responsibility to offer it.
If a casual has worked for six months (or 12 months for small businesses), they can request to become permanent. Employers must respond within 21 days and either confirm the change or provide clear written reasons for declining, such as business impact or the fact the employee still fits the casual definition.
You’ll also need to provide the Casual Employment Information Statement (CEIS) at key intervals: l For small businesses (under 15 employees): upon starting and again after 12 months. l For larger businesses: on commencement, then again at 6, 12, and every 12 months thereafter.
Misclassifying casuals might not seem urgent, but the consequences can be significant. HR disputes, Fair Work claims, or audits can result in hefty back-payments, not to mention the time and stress involved in fixing the mess.
How HR software can help
Tracking shift patterns manually is a headache. That’s where HR platforms like HR Central come in. Our software helps flag when casuals might be crossing over into permanent territory and automates compliance reminders like CEIS distribution. Pair that with expert HR support, and you’re set up for proactive, not reactive, decisionmaking.
If you haven’t reviewed your casual arrangements recently, now’s the time. This isn’t about scaring you – it’s about protecting your business. A quick HR check today could save you a major compliance drama tomorrow.
New Zealand Members should check their local HR legislation as this varies, but may be applicable in the future. Information can be located here: www.employment. govt.nz/starting-employment/typesof-worker/casual-employment l
Privacy and trust in the digital age
The landscape of privacy and technology is nuanced and ever-evolving. This complexity is evident in the wealth of updates to Australian privacy law and business compliance guidance over the last year.
Privacy law updates
The Privacy Act 1988 (Cth) is the pillar of privacy protection in Australia. The first tranche of highly anticipated amendments came into effect on 10 December 2024 and reforms continue to roll out. In New Zealand the Privacy Act was last amended in June 2020.
The following updates will significantly impact how self storage providers interact with their customers and secure personal data.
Serious invasions of privacy
From June 2025, a person may have recourse against an individual or organisation for serious invasions of privacy.
The new tort requires the following elements:
l an intrusion into a person’s seclusion or misuse of the person’s personal information;
l that a person in the wronged party’s position would have a reasonable expectation of privacy;
l that the infringing party acted recklessly or with intent to invade the person’s privacy; and
l that the invasion of privacy was of sufficient seriousness, considering the degree of any likely offence, distress or harm to the person’s dignity.
Defences are available in limited circumstances including where there is:
l legal authorisation;
l express or implied consent from the person; or
l the invasion was a necessary response to a serious threat to a person or property.
New transparency obligations
From 10 December 2026, organisations will be required to update their privacy policies to
disclose when automated decisionmaking, by way of computer programs, uses an individual’s personal information.
Compliance notices
The Office of the Australian Information Commissioner (“OAIC”) now has broader investigative and enforcement powers. This includes a new ability to issue infringement notices for breaching Australian Privacy Principles (“APP”).
A contravention of the APP may incur a fine of up to 200 penalty units or $40,000.
Privacy compliance guidance update
Under the APP, a business must have a privacy policy that explains in clear terms how they handle personal data. A privacy policy must contain the following information:
l the organisation’s name and contact details;
l the types of personal information that are collected and stored;
l how and why personal information is collected and stored;
l how personal information is used and disclosed;
l how customers can access their personal information; and
l the process for filing a complaint about the mishandling of personal information.
It is important for self storage providers to review any of their existing privacy policies and ensure they comply with the requirements. Members should review the recently released privacy policy template and edit it to suit their needs.
Privacy and trust
Beyond civil and criminal penalties, the failure to secure personal data can irreversibly erode consumer trust. As a customerfacing industry, self storage is strongly incentivised to navigate the intersection of technology and privacy with care.
According to statistics by the OAIC, 527 data breaches were reported by businesses between January and June 2024. This constituted the highest number of data breaches in three and a half years.
A proactive approach to data security is a steadfast way for self storage providers to maintain customer confidence and thrive in the evolving digital age. l
Disclaimer: The information contained in this article 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.
Ellorie Mercer.
Vivienne Williams.
Zahara Bedewi-Hayes.
Dear Help Desk
Real questions from members – along with answers from the SSAA Help Desk Team.
QHow long should we keep a customer’s ID and storage agreement?
There is no specific legal timeframe mandated for retaining personal information such as storage agreements and photo ID. However, personal data should be retained only for as long as necessary to fulfill the purpose for which it was collected, or as required by law. This aligns with Australian Privacy Principle (APP) 11.2, which requires entities to take reasonable steps to destroy or de-identify personal information once it is no longer needed for any permitted purpose
Facilities should consider developing an internal policy that outlines the appropriate length of time to retain a customer’s personal information and, crucially, where it should be stored.
Recommended retention periods:
l Customers (no incidents): Facilities should balance the need to retain personal information with the risks of retaining it beyond a reasonable timeframe (e.g. 12–24 months) following customer move-out.
l Incidents or auctions: If the customer was involved in an incident (non-payment, breach of contract etc.), consider retaining the agreement and personal information, including ID, for up to 3 years.
l Trailer hire: For trailer hire services, consider holding agreements and ID for 3–6 months to ensure all fines or penalties are accounted for.
Storage requirements:
l Digital records, including financial details: Should be stored within a secure, encrypted, and password-protected system. Most software platforms are PCI
It’s important to consider both the terms of your storage agreement and your obligations under Australian or New Zealand Consumer Law.
compliant and offer features like two-factor authentication.
l Paper records: Should be kept in a locked cabinet in a restricted access area. Access should be on a need-to-know basis and limited to authorised personnel.
l Destruction: When no longer needed, records should be securely destroyed (e.g. shredding for paper, permanent deletion for digital files), in accordance with APP 11.2 Make sure all staff are familiar with your policy and procedure for handling customer information.
For detailed information on storing and protecting personal data, refer to Section 4: Customer Information of our Cyber Security Guidelines (pages 19–22).
A customer has claimed their goods were damaged while in storage – what are our obligations?
It’s important to consider both the terms of your storage agreement and your obligations under Australian or New Zealand Consumer Law.
Customer acceptance of the Agreement
Prior to moving in, the customer (Storer) will have signed to accept the full terms of the Agreement. Under the SSAA Standard Agreements, goods are stored at the Storer’s own risk. The Facility is generally not liable for any damage or deterioration to those goods.
This means the customer is responsible for protecting their items from potential harm while in storage, which is also why customers are encouraged to appropriately insure their goods or include customer protection.
Consumer guarantees still apply
It is important to understand that Facilities cannot exclude their responsibilities under the Consumer Law. As a service provider, your Facility must ensure that services are:
l Provided with due care and skill; l Fit for the purpose made known by the customer (either expressly or implied);
l Provided within a reasonable time, if no timeframe is agreed.
What if a customer claims damage to their goods?
If a customer claims their goods were damaged during storage and provides supporting evidence, the Facility needs to show that it took reasonable steps to prevent such damage.
Examples of reasonable steps might include:
l Regular inspection and maintenance reports
l Environmental controls or monitoring (e.g., temperature, moisture, ventilation)
l Pest control records
l Documentation of any preventative maintenance programs
If no such measures were taken, the Facility may have greater difficulty defending against the claim. Self Storage Agreements are critical to protecting the rights of your business. Ensure your facility is using the most up-todate SSAA Standard Self Storage Agreement – 2025 updates are available for download from the Member Portal. l
Immerse yourself in engaging workshops, thought-provoking keynotes and dynamic networking events while experiencing everything Australia’s most cosmopolitan city has to offer.
Whether you’re a seasoned industry leader or just getting started, SYD25 is designed to inspire, inform and connect.
We’ll explore the latest trends, challenges and opportunities shaping self storage across Australasia, with sessions tailored for developers, investors, owners and operators.
TAKE ADVANTAGE OF EARLY BIRD SAVINGS NOW!
Head online to learn more and register for the self storage event of the year at www.selfstorage.org.au/convention25
Early bird offer closes 31 August 2025
Platinum Sponsors Gold Sponsors Principal Partner
Your trusted partner - from concept to completion
Successful self storage projects don’t just happen. They’re the result of the hours, days, and weeks of effort that you invest to make them successful.
At Storco, we’ve seen almost every way a self storage project can be developed, so we know the players and we know the pitfalls. That’s why when you choose Storco, you’re not just getting a fit out manufacturer - you’re getting a partner who can bring your project to life.
Our expertise extends throughout the entire life of your project, from design to delivery.
Plus, our extensive network of industry experts means you’re never far away from getting the right advice.
Make sure your time and effort is spent wisely. For the right people, the right products, and the right advice, there’s only one name you need to know: Storco.
