Edition 94: April 2017

Insider ISSUE94 APR/MAY17

GREENBOX 2016 INNOVATION AWARD WINNER

MARKET ANALYSIS Moving to a Mature NZ Market

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A winding road to success

ANCILLARY SERVICES United Forces of Energy

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IN THIS ISSUE...

4

Chairman’s Report

8

Industry News

6 9

From the CEO’s Desk Calendar of Events

10 Out & About 12 Noticeboard

14 Staff in Storage Retreat NEW SERVICE MEMBER SPOTLIGHT

ANCILLARY SERVICES

26 United Forces of Energy OUTSIDE THE BOX

28 Stairway to Inspiration ANCILLARY SERVICES 30 Open the Door to

Preventative Maintenance

16 Saurus Builds the Needs of

MEMBERS’ LEGAL FORUM

COVER STORY

NZ MEMBERS LEGAL FORUM

Self-Storage Operators

18 A Winding Road to Success for Greenbox

NEW SERVICE MEMBER SPOTLIGHT 22 Magazines byDesign Uses Design to Advantage

FINANCE

24 Moving to a Mature NZ Market

Toll free AUS 1800 067 313 Toll free NZ 0800 444 356 Tel +61 3 9466 9699 Fax +61 3 9466 8081

U4/2 Enterprise Drive Bundoora VIC 3083

Email admin@selfstorage.com.au

32 Back to Basics

34 When the Police Come Calling INFORMATION

36 Trade Directory

38 Board Members 39 SSAA Staff

40 Member Resources 42 New Members

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Web www.selfstorage.org.au LinkedIn Self Storage Association of Australasia Insider is printed by Homestead Press.

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Insider is published bi-monthly by the Self Storage Association of Australasia registered in Australia ABN 23 050 341 725. This publication may not be reproduced or transmitted in any form in whole or in part, without the written permission of the publisher. Whilst every care has been taken in the preparation of Insider, the publisher nor any of its employees, sub-contractors or contributors assume any responsibility or liability for any loss or damage which may result from any inaccuracy or omission in the publication.

The views expressed are not necessarily those of the publisher or editor. Furthermore, Insider has the right to accept or reject all editorial and advertising material. All letters addressed to the magazine will be regarded as “for publication” unless clearly marked Not for Publication. All submissions may be edited for reasons of space or clarity and opinions expressed in letters are those of the author, not of the publisher or editor.

Insider April-May 2017

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Inside SSAA

CHAIRMAN’S REPORT  Seeing storage from the other side

Keith Edwards, Chairman, SSAA

I have been in the self-storage industry for the past 18 years.

As a company, we believe we have covered all options for our prospective customers’ storage requirements.

We had a one-stop shop covering padlocks, a variety of boxes, a range of plastic covers, tape options, and of course contents insurance, supplied by our service members, making the decision easy and stress free for our customers.

So, why are all the people who are moving so stressed, grumpy, or tense? What could we have missed, I asked myself?

That is where the rub commences, from my personal (subjective) point of view.

Last year, just before Christmas, housing prices in Wellington had increased significantly, so I decided to sell our family home of over 20 years.

Yes, 20 years of hoarding — or I should say, collecting. Most households collect an extra 1.5 cubic metres (data obtained from the removal companies) of possessions every year.

Firstly, we followed the real estate advice to declutter to be ready for the sale; note, this did not include anything that belonged to me. Luckily, we had self-storage readily available and plenty of boxes, covers, tape and insurance, or so I thought, forgetting that every night we spent time packing and storing the boxes.

The next job was to keep the house and garden in a show home perfect state, ready for the sale. Great news, the house sold — no more manic cleaning and time to relax, I thought.

“

This experience reinforced that our trained storage consultants are experts and need to pass on to our potential customers their expertise and knowledge.

”

Not true — more packing through the Christmas break and beyond.

Where did all this stuff come from? Do we really need it? The stress levels increased as the time approached to vacate the home.

Finally, the day arrived. Yes, it rained on and off all day. Our items are now safely stored in storage. In 18 months or so, we will move into our new home, decluttering again as we move in, like most of our customers.

Even though I have been in this industry for this period of time, with the knowledge and ability to pick up boxes, tape, covers and transit insurance at leisure, the pressure was still high.

So, memo to Self: “If this is what it was like for me, what is it like for our customers?”

While we do all we can to make things easier for our customers, remember that the process is hard work.

So too, leaving the family home is often an emotional experience as most people have strong attachments to their home. Therefore, if your customers are a bit “touchy”, smile understandingly and give helpful advice, gently.

They do not understand what boxes to use for what purpose, nor the choice of packaging materials available, and when and what covers to use, or the insurance options.

This experience reinforced that our trained storage consultants are experts and need to pass on to our potential customers their expertise and knowledge, and they are here to assist our customers in their choices to obtain the best solutions for all their requirements.

We are relieving or lowering the levels of stress for our customers to ensure they can be as relaxed as possible and enjoy their move, as they proceed into the next chapter of their lives. n

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Insider April-May 2017

Insider April-May 2017

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Inside SSAA

From the CEO’s desk

T

he Staff in Storage Retreat has opened for registrations and we look forward to welcoming all front-line staff, managers and operators of facilities to come and join us in Sydney for two days of education, training and some fun.

Kevin Kosky will share tips on how to improve skills to close more sales at higher prices. Delegates will examine how to sell add-ons and extras to make the most of every sale. Powerful phrases that sell more storage will be revealed, along with tips and hints on facility presentation so that it is a standout choice for customers.

Safety Culture are leading experts in intelligent checklist apps for better business decisions and maintaining a

“

standard of service to customers and safety. Delegates will be involved in a hands-on session to create their own audit app to take back to the workplace.

Safety Culture will demonstrate how app technology can make traditional checklists and auditing a thing of the past.

Other feature sessions will include the leading two software providers in the selfstorage industry — Storman and Sitelink. Rob Baird from Ezidebit will provide valuable tips on debt reduction, Simone Hill and Darryl King (via SKYPE from New Zealand) will provide the latest updates on self-storage legal processes, plus many more.

The social function on Thursday night will provide a platform to celebrate the Manager of the Year for 2017,

Triple Paralympic gold medallist winner, Dylan Alcott OAM, will wrap up the two-day/one-night retreat with an inspiring session on overcoming adversity and achieving goals.

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Susan Phillips, CEO, SSAA

and for all our delegates to test their musical knowledge in a SSAA first — Storage Rock Quiz — with the winning table scooping some fabulous prizes.

Triple Paralympic gold medallist winner, Dylan Alcott OAM, will wrap up the twoday/one-night retreat with an inspiring session on overcoming adversity and achieving goals.

I look forward to welcoming you to the Retreat in Sydney on May 4 and 5.

To register, go to the SSAA website today. n

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GOODS HOISTS fOr Self STOraGe

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Call us today on

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1800 244 787

www.southwell.com.au

Insider April-May 2017

Industry News

KeepSafe Storage Commences Construction of New Welshpool Facility

National Storage REIT has entered into arrangements to acquire freehold interests in two existing Perth facilities at Guildford and Rockingham, and two freehold land parcels adjacent to the Rockingham centre in Cort Way. The Guildford centre comprises 550 units over 6,000m2, while Rockingham has 430 units over 5,000m2. The two land parcels measure about 3,100m2 and 4,000m2.

Andrew Catsoulis, managing director of National Storage REIT, said in a company statement, “This transaction illustrates our strategic intent and ability to execute the acquisition of freehold interests from leasehold where possible.

Importantly, we have secured additional optionality through acquiring freehold ownership of these two centres and have achieved operational savings by reducing overall lease rental expenses.

“These centres have been part of the National Storage portfolio since 2006, so it is pleasing to be able to secure the freehold after 10 years operating as National Storage centres.

“We continue our strong working relationship with the landlord, having negotiated favourable terms as part of this transaction and securing our presence in central Perth,” he said.

The transaction is believed to be valued at $30 million. n

KeepSafe Storage has commenced construction of its new state-of-the-art facility in Welshpool, Western Australia. The property comprises 650 storage units and 4,000m2 of external vehicle and RV storage.

Parent company KBH Group of Companies has committed $10 million towards the cost of land and construction, according to a company statement. The project is expected to be complete in Q4 of this year.

“An integral part of KBH’s strategy in the development of these facilities has been to focus on customer needs firstly, and then applying this knowledge to the detail in the planning and final build, which in turn delivers a self-storage experience

that exceeds expectations at all levels,” Shaun Bain, managing director of KBH, said in the statement.

KeepSafe already has facilities in Balcatta and O’Connor. This will be its third selfstorage property in Western Australia.

KBH Group is a private equity and funds management firm. Aside from KeepSafe, it also has an interest in Pier 21 Marina in North Fremantle, Western Australia. n

National Storage Acquires Wellington NZ Facility

EG Funds Management buys StoreLocal Northcote facility

National Storage REIT (NSR) has acquired a facility in Wellington, New Zealand. The property, which is adjacent to Kenepuru Hospital, will be NSR’s third in Wellington.

The facility, for which NSR paid $NZ9.75 million, consists of 4,300 net rentable square metres in 500 units.

Andrew Catsoulis, managing director of NSR, said in a statement, “We are delighted to expand our presence in Wellington with such a high-quality centre. This asset is a previous winner of the Self Storage Association of Australia Facility of the Year Award, denoting the quality of build and operation. This acquisition will further strengthen our brand in Wellington and enhance our New Zealand operating synergies. There is opportunity to drive rate per square metre and potential for further development across the site.”

The company has 109 self-storage centres in Australia and New Zealand with over 35,000 business and residential customers. n

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National Storage REIT Acquires Perth Freehold Interests

Insider April-May 2017

EG Funds Management has purchased specialist storage investment group StoreInvest’s fully operational self-storage business in Melbourne’s Northcote for $13.45 million. A management and lease agreement is in place for the property.

The site consists of over 600 storage units, and a 4,972m2 office and warehouse building with a lettable area of 4,650m2.

The site is managed by nationwide management operator StoreLocal under a long term agreement.

StoreInvest director Hans Pearson said the sale fitted the company’s strategy of focusing on developing storage only.

“The sale of the StoreLocal Northcote facility represented an ideal asset recycling opportunity for our investment group as the future residential redevelopment value opportunity is not within our mandate,” Mr Pearson said in a statement. “Our strategy of adding value through expansion and then rezoning has provided our investors with an outstanding income and capital return since acquiring the asset in 2011.”

EG chairman, Dr Michael Easson, said in a statement, “EG is renowned for its ability to rezone, repurpose and add significant value while respecting the local community. We have an impeccable record in returns for our investors.”

He added, “Transport projects create pockets of opportunity for savvy investors who also have strong values in design and community.”

EG associate director Sean Fleming said the property would provide solid income with a “longer term development potential in the gentrifying suburb”.

StoreInvest has acquired more than $70 million of assets since 2009, and is continuing to grow its portfolio through acquisition and greenfield development around Australia.

FKSL Management now manages 45 stores across Australia under the StoreLocal and Fort Knox (Qld) brands, and is actively growing its portfolio through third party management mandates for independent owners. n

Calendar of Events

SSAA CALENDAR OF

EVENTS 2017

May Conference Event 4-5

Staff in Storage Retreat, Sydney

Networking Functions 30

Tuesday, Cairns

Legal Training 30

Tuesday, Cairns

June Legal Training 1

Thursday, Darwin

Networking Functions 1

Thursday, Darwin

August Conference Event

28-31 Owners’ Summit, Queenstown

October Legal Training 19

Thursday, Sydney

Networking Functions 19

Thursday, Sydney

November Legal Training

Networking Functions

30

2 16 30

Thursday, Melbourne

Thursday, Perth Thursday, Brisbane Thursday, Melbourne

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Insider April-May 2017

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Out & About

OUT & ABOUT

 Love is in the air in Christchurch

As we found out at the SSAA when we unsuccessfully tried to organise a networking function in Christchurch on February 14 (Valentine’s Day).

It would seem that everyone in Christchurch is in love because there was not one restaurant that would take our booking. So being a resourceful bunch we thought that a breakfast would provide a romantic kickstart for our local SSAA members.

Bright and early on a glorious, sunny day in Christchurch we gathered at the Novotel downtown for a great tasting breakfast accompanied by some wise words from our Chairman, Keith Edwards.

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 Networking in Auckland

A startling contrast in weather awaited us in Auckland. It poured rain for three days; however, all the locals assured us that the rain was long overdue and very welcome.

From Rydges Rooftop Terrace on the tenth floor we had the perfect setting, albeit with a hazy view, for a well attended gathering of SSAA members. The function was hosted in a private room with guest speaker Darryl King from our law firm, Jackson Russell, providing members with an insight into the latest developments in the Unfair Contract Terms being introduced by the Commerce Commission.

 Touching base with Tasmania

Early February and the SSAA team were back on the road visiting members at their facilities in Launceston. A legal training session and a networking function at Henry’s Restaurant also provided opportunities for members to meet with the executive and other members. n

Insider April-May 2017

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SSAA Noticeboard

SSAA

NOTICEBOARD  2017 Manager of the

Year Award Submissions

In previous years the Awards ceremony has been incorporated into the Annual Convention, providing opportunities for members to celebrate standout performers for that year.

The SSAA is doing things a little differently this year, as we are hosting an Owner’s Summit and a Staff in Storage Retreat.

A decision was made by the Board that the Manager of the Year Award should be awarded separately at the Staff Retreat.

It made no sense to present an award to a recipient who may not attend the Summit.

Nominations for the award are now open to outstanding candidates for this prestigious award. All candidates will be assessed by the independent judging panel and a shortlist of finalists will be determined. A mystery shopper will assess the finalists. The independent firm employed to conduct the mystery shop will provide the report to the judging panel.

While these results form only part of the judging criteria they are a valuable resource to the facility owner, who will be provided with the report following the award ceremony.

The award ceremony will be incorporated into the social function on Thursday, May 4, coinciding with the first ever SSAA Storage Rock Quiz.

To get your entries in today go to the SSAA website Staff in Storage Retreat section.

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 Mobile Onsite/Offsite Storage Agreement

The Self Storage Association of Australasia (SSAA) is pleased to announce that the new Offsite and Onsite Mobile Storage Agreement is now available for purchase.

The Agreement has been drafted to cater for occasions when the storer places their own goods within a mobile storage unit, secures the storage unit and chooses to keep it at the facility or at their own premises. The storer can elect to have the storage unit moved between the facility and their premises as they choose throughout the life of the Agreement by way of appointment.

The following points summarise the appropriate approach to practice under the Agreement: • The facility is responsible for the delivery of the storage unit; • Although the storer has control of the storage unit while it is located at the storer’s premises, the facility retains proprietary title to the storage unit throughout the Agreement. The storer is not able to affix the storage unit to their property while it is physically located at their premises; • The facility does not retain the keys to

the storage unit, so it cannot deny or grant access to the storage unit; • The storer bears the onus of proof when suggesting damage or loss was caused by the facility to goods stored in the storage unit; • The facility bears the onus of proof when suggesting damage or loss was caused by the storer to the storage unit (this must be more than general wear and tear); • The facility is responsible for the quality and state of the storage unit (ie. weatherproof, structurally sound, roadworthy when relevant), but not for the goods stored therein and not for any damage caused by the storer during the lease; • Debt recovery by retrieving the storage unit and selling goods cannot take place until the storer is more than 42 days in arrears on storage fees.

It is important that members understand that the Agreement is not intended to be a substitute agreement for any of the SSAA’s current agreements such as the Standard Self Storage Agreement, the Managed Storage Agreement or the Mobile Storage Agreement.

For more information or to arrange the purchase and download of the new Agreement please contact the SSAA. n

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Inside SSAA

2017 STAFF IN STORAGE RETREAT NOT TO BE MISSED!

I

t is with great excitement that we come nearer to the 2017 Staff in Storage Retreat event. A great effort has been made to ensure this will be informative, feature packed and even more entertaining than before.

The Retreat is an opportunity for all delegates to learn and share information within a format that is specifically designed for all staff working in the self-storage industry, with a top speaker line-up and many great reasons to attend.

Registrations and accommodation are limited, so don’t delay and register today at www.selfstorage.org.au/2017-staff-storage-retreat

The top Six reasons why you should not miss this event: Meet the Experts – At the Staff in Storage Retreat you will meet some of the leading experts in self-storage in Australia and New Zealand, who will provide their advice and knowledge in formal sessions and informally through roundtable talks.

Jason Keane is just one of the industry experts at “Breakfast with the Experts”.

Learn How To Sell Up a Storer – We all know too well the pressures placed on storage staff when it comes to the disposal of abandoned customer goods. The process can be stressful, labour intensive and time consuming, and in some cases can include the threat of legal action. In this session, Grant will review the sell-up process and give you insights into getting the most back on abandoned storer goods.

Grant McNamee from iBidOnStorage – “Selling up a Storer”.

Sharpen Your Sales Skills – The always flamboyant presentations by Kevin Kosky are a must see experience of their own, but the double bonus is learning how to improve your confidence to close more sales at higher prices. You will find out how to sell add-ons and extras to make the most of every sale.

Powerful phrases that will sell more storage will be revealed, and you will learn to present your facility as the standout choice for your customers.

Kevin Kosky from Big Hat – “Pitching for Profit”.

Create an App – Safety Culture will host a unique combined session, providing every delegate with an audit checklist app to keep, and will examine when and how to use this technology through editing your own checklist which you can use at your facility.

Gillian Findlay from Safety Culture – “Creating Audit Apps”.

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Be inspired – Dylan Alcott is one of the top inspirational speakers in Australia with his awe inspiring personal story of hardship and determination to achieve higher goals.

Dylan was born with a rare type of tumour wrapped around his spinal cord, which required immediate surgery only weeks after birth. After a three-year battle for his life, Dylan was able to defy the odds as his health started to improve, and through sheer determination and hard work has become one of Australia’s best known and most widely recognised Paralympians.

Dylan Alcott – Inspiration from the Paralympic gold medallist and world champion.

… and have some fun – The evening RockWiz event will refresh your mind from the day’s input and tickle your funny bone. We have organised a fun and entertaining evening event for all delegates. Radio personality Brent Randall will host a music trivia “RockWiz” evening with competitions to test your teamwork and music trivia skills, with a grand prize awarded to the winning table and well … just provide great fun for everybody.

Radio host Brent Randall – RockWiz entertainment evening.

2017

STAFF in

STORAGE

f

ia

la s

l Se

SYDNEY AUSTRALIA 4TH - 5TH MAY St or ra st ag u eA A ssociation of

The SSAA Staff in Storage Retreat You’re invited to the 2017 Staff in Storage Training and Development Retreat The SSAA is pleased to invite you to our second Staff in Storage Training and Development Retreat to be held at the Novotel Hotel in Sydney Central May 4th & 5th. Our two day, one night program is value packed with learning experiences to ensure your staff can bring their best to your business every day. Give staff the boost and skills they need to operate more efficiently and successfully.

When: Thursday 4th and Friday 5th of May 2017 Where: Novotel Hotel Sydney Central Register: To register to our biennial staff retreat please visit our website at www.selfstorage.org.au/2017-staff-storage-retreat

New Service Member Spotlight

BUILDING THE NEEDS OF

SELF-STORAGE OPERATORS

S

aurus Self Storage Solutions is a recently created, family owned and operated business looking to enter the market with partitioning, hallway systems, garage doors, lockers and storage locks. All products are professionally manufactured with state of the art machinery and tools.

Partitioning and hallway systems are the building blocks of storage, providing efficient divisions of space to maximise the saleable area. This is the core of Saurus Self Storage Solutions.

Products such as doors and lockers are durable and tough through the use of different design techniques and high quality materials.

Saurus offers both indoor and outdoor solutions, and all its products are professionally packed and transported to minimise any damage. n

STEEL STORAGE ARE THE PROVEN LEADERS – FROM THE SMALLEST CONVERSION OR ADDITION TO THE LATEST HIGH-TECH MULTILEVEL STORAGE BUILDINGS

YOUR TRUSTED STORAGE PARTNER 16

Insider April-May 2017

“

Saurus offers both indoor and outdoor solutions.

”

WE ARE SPECIALISTS IN DESIGN AND CONSTRUCTION CONVERSIONS TOP UPS FIT OUT INSTALLATIONS

PLEASE CONTACT STEEL STORAGE TODAY WITH ANY ENQUIRIES

E sales@steelstorage.com.au T + 61 (0)7 3865 1600 www.steelstorage.com.au

Cover Story

The Greenbox backs up into position.

A WINDING ROAD

TO SUCCESS A young entrepreneur in Auckland won the 2016 SSAA Innovation Award using his ingenuity and business acumen. His story is one of perseverence and hard work.

A

t the 2016 SSAA Convention Gala Awards Dinner in Melbourne last year the Innovation Award was presented to an ambitious small company from Auckland, which beat some tough competition. The company is Greenbox, and it won based on the unique vehicle it created — the Greenmachine.

It can deliver a Greenbox self-storage unit in a client’s driveway or parking area, where the clients and their goods are safe and secure. Once they have filled it Greenbox picks up the full unit and takes it back to the warehouse for storage.

Greenbox director Raymond Dobbe entered the self-storage industry in a roundabout way, and soon developed a business plan that was most unusual for its time.

“Since 2008 I had watched another portable business grow in Auckland. I knew the guy, because we had both been ‘on the same side’ as milkmen before,” Raymond told Insider. “I asked if he’d sell it to me a couple of times, but he had much bigger plans for growth and selling wasn’t an option. He said his job would be

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Insider April-May 2017

easier if he had more competition to help promote the new and relatively unknown portable self-storage sector.

“In late 2013 I asked him again if he wanted to sell — the answer was no, again. So I figured I would have to create something to compete with him. But if I competed with the same business model, he and I would just compete on price. If I made something different we could develop the sector and promote our individual businesses on our own merits and hopefully avoid a price war.”

At the time there was a third portable storage option in Auckland. Raymond considered buying them but they were too greedy, he said.

“Those two options could only do one delivery at a time — they are essentially a ute towing a specialist trailer. With Auckland’s busy traffic, it restricts how productive one ute, trailer and employee unit can be in a day. It would soon require the investment of more utes, trailers and employees to grow,” said Raymond.

“Another problem was that having to reverse a trailer into properties was risky and more often than not impossible, so the

The forklift assembly is clearly visible.

trailer or box was left on the roadside — great for advertising their business but not particularly safe for the customer or secure while the customer was loading it or storing overnight. It also meant that the customer had to carry everything out to the road, which is hard work and it simply is not safe to work on the roadside while cars are zooming by.”

Raymond liked the basic principle, but was sure he could do much better. His major problem was there was no precedent for his idea and nowhere to buy what he wanted. Raymond’s background in mechanics in a rural workshop and a few start-up businesses gave him the ability to think outside the square.

“I drew some concepts on paper and took it to a clever engineer, Crellin Mercer — incidentally, a self-storage facility owner — whom I knew from my childhood town. Although he pretends to be taking things easy nowadays, he was excited to give it a go,” recalled Raymond. “He was the perfect mad engineer. There was no doubt in our minds at the time that we would somehow make it work and be in business in no time. Oh, how naive were we!”

 A long and winding road

Their research included talking to a lot of people (“reading and patience are not my strong points, hence one of the reasons I left school early,” said Raymond) and convincing themselves it would be a “piece of cake”.

“Our concept is based on a Fiat Ducato flatbed light truck, because it is front-wheel-drive and completely self-contained in the cab area. They essentially just drag the rear wheels and brakes behind them,” enthused Raymond.

Their idea was to cut off the standard ‘ladder’ chassis behind the cab, then create a homemade horseshoe shaped chassis that didn’t require a long axle from left to right to join and hold the wheels.

The suspension was mounted in front of the wheels, just behind the cab doors and counterlevered, instead of behind the wheels and on top of the (now discarded) axle.

This plan would create a void between the wheels that could hold a fork hoist mechanism to carry the Greenbox. To stop the horseshoe chassis flexing at the open end they created a hinged tailgate that is also engineered to be a drawbar so it could tow another two Greenbox storage units on a (self-made) trailer behind it.

2016 Innovation Award The Award judges commented that, “Directors Raymond Dobbe and Dave Williams have developed a purpose built vehicle, called the Greenmachine, to overcome the problems of limited portable storage options with a convenient style of portable storage for houses with poor or difficult access. This innovative solution carries Carbon Neutral certification, and is the first of its kind as a cost-effective, efficient and easy solution for storage.”

Raymond Dobbe (left) of Greenbox Storage Company is presented with his Innovation Award by SSAA CEO Susan Phillips.

Insider April-May 2017

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Cover Story

Thalia and Lou of Greenbox: building a successful new business.

“

Finally, after two years and a lot more money than we planned on, we were legal and could start our new business. Now the hard part of justifying all that hard work begins.

”

“Again, there was nothing we could buy. Everything behind the cab of the Fiat is designed and hand built by us, even the hydraulic rams and the forks themselves,” said Raymond.

The Greenmachine duly came together, and with its trailer can carry three units in one trip. As a bonus, it is small and nimble enough to work in inner city streets.

When it arrives at a destination, the Greenmachine unhitches the trailer and reverses a Greenbox unit into a drive. The Greenmachine can then reverse to the trailer and, using its fork hoist arrangement, lift the other Greenboxes off the trailer for delivery as well.

It was not all plain sailing, said Raymond. The vehicle certifier didn’t have the appropriate authority to certify the vehicle. More investigation discovered that they needed a higher weight rating than he could certify, and because it was already completed and quite unique, no one wanted to certify its legality on the road.

“I guess if it was easy everyone would be doing it,” said Raymond.

After countless commercial vehicle certifying engineers and 12 months wasted, they found an engineer who understood the concept and took up the challenge.

“He was really thorough and tough — but fair,” said Raymond.

“We did have to make a few modifications, but essentially Crellin had done a great job. Finally, after two years and a lot more money than we planned on, we were legal and could start our new business. Now the hard part of justifying all that hard work begins.

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“So far the Greenmachine has done everything we wanted it to do. The business is certified Carbon Neutral and currently only has two staff, Thalia and Louie, and they are doing a great job of steadily growing our base numbers and referral work. Watch this space for Greenmachine v2.”

 An unorthodox beginning

Raymond, the youngest and sixth son of New Zealand Dutch immigrants, worked after school for as long as he can remember since primary school.

“We all had to work around home too, budding carnations in the glasshouses, mowing lawns, walking through a couple of neighbouring properties to collect a tray of eggs each week and the like, but we never got paid for any of that. If we wanted treat money we had to go somewhere else to earn it,” said Raymond.

“I left school very early because the school system didn’t really suit me,” he recalled. “One of my after-school jobs was doing odd jobs at the local motorcycle shop and after one summer I just didn’t go back to school. I eventually got an apprenticeship, and before I knew it I was NZ motorcycle apprentice of the year three years in a row. Because it wasn’t a big shop I became handy at selling motorcycles too.”

Raymond worked for Yamaha NZ in its head office assisting other mechanics around the country with difficult problems and looking after warranty claims. He built a couple of race bikes that won their respective national titles. But he says the corporate life was not really for him.

The greenmachine with three units aboard heads off to work.

it is also carbon neutral. World’s key focus and business point of difference is its staff focus and interesting employment innovations. The company’s new building, for example, has a gym for the staff and a huge kitchen in which a chef cooks breakfast for the staff every day.

“We now also have a specialist office relocation business and Greenbox Portable Self Storage. All are healthy, fun and growing with great people involved, but the self-storage industry is by far the most professional, unified and welcoming,” said Raymond. n

The forklift assembly is clearly visible.

“

The self-storage industry is by far the most professional, unified and welcoming — Raymond Dobbe.

”

“I had been a milk boy since I was 10 and progressed to driving the trucks on weekends for extra cash. Then I got the chance through an early mentor to buy my own milk run, and being from generations of self-employed people I jumped at the chance.

“In 1996 I purchased a small three-truck business with a single contract delivering and installing office furniture. By 2003 we had 28 vehicles, just under 50 staff and a brand new 2,200m2 warehouse. But the business was all centred around me.

Two people approached me to buy the business and one paid me more than I thought it was worth, so I had another sixmonth break.”

By this stage he was married with two children. He decided to sell his house, start building a new one and planned a new business — World Moving and Storage, which was launched in April, 2004.

World Moving has been very successful, winning three Westpac Business Awards and two environmental awards as

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21

New Service Member Spotlight

USING DESIGN to

ADVANTAGE

M

agazines byDesign was founded in 1996 by ambitious young graphic designer Linda Gunek. From her home in Winston Hills, having converted her garage into comfortable office space, she proceeded to win many graphic design clients in the Hills area of Sydney. The business was initially known as Effective Desktop Publishing.

Her work soon came to the attention of magazine print house Agency Printing, based in Seven Hills, and Linda was asked to design ProPrint magazine, the leading national printing industry

magazine. Working closely with the editor, Stephen Crowe, and the magazine business development managers (bdms), Linda quickly learned the ropes.

“We’re delighted to be a member of the Self Storage Association of Australasia, and looking forward to meeting and working with association members right around the country.

“We’d be very pleased to provide our expertise to members looking for new ideas in business promotion and marketing,” said Linda.

“Taking pride in my work and treating my clients’ projects as if they are my own” is Linda’s core business value. This enabled Linda to grow her design team from one to five in a short time as referrals came thick and fast.

“I have passed on my core values to my designers and taught them to operate with the mindset of ‘I own this work’,” Linda said.

“Attention to detail is everything in this industry. When you’re dealing with numerous clients on one project it falls to the last person, often the designer, to coordinate the entire production process.”

The role of production manager, coordinating magazine production and design, sets Magazines byDesign apart from other graphic design businesses.

“

We’re really enjoying giving Insider magazine a rebrand to give it the identity it deserves — Linda Gunek.

”

In 2011, Linda set up shop with four designers in the Norwest Business Park, which is home to many large companies such as ResMed, Woolworths, Metricon and Pfizer.

In a deadline oriented industry tight organisation is key. The lines of communication with the publisher, editors, bdms, printers, mail houses and designers are constantly open. It’s a huge team effort.

“I think our constant drive for open communication makes our clients comfortable, knowing that whatever is happening we’re doing our best for them, to showcase them in the best way possible, and for them to know we are truly part of their team,” said Linda.

The team at Magazines by Design is very experienced in all facets of graphic design, magazine and newsletter production, advertising and marketing promotions, website and social media marketing and production.

Managing the design and production of Insider magazine is Linda’s latest project.

“We’re really enjoying giving Insider magazine a rebrand to give it the identity it deserves. I’ve contracted my long-time colleague Stephen Crowe to edit it, and it’s great working with him again.

We’ve pulled together a team of people who are committed to the magazine’s success.” n

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SE L F-S TOR AGE DESIGN A ND C ONS T RUC TION Architectural Design Engineering Permits Building Structures Storage Unit Construction Building Conversions Turn Key Solutions

CONTACT:

info@regisbuilt.com.au

1300 388 224 regisbuilt.com.au

Finance

MOVING TO A

MATURE NZ MARKET The New Zealand self-storage market is undergoing change as it grows.

It’s a time for sharper management skills as competition ramps up, writes Stephen Crowe.

E

very self-storage market around the world has its own idiosyncracies, some of which can be attributed to cultural differences and differing styles of domestic life.

But there are also a lot of similarities between markets in different western countries, which can also be put down to cultural and demographic similarities. New Zealand’s self-storage market has borrowed heavily from influences that have infiltrated from the USA and Australia in particular, as major players in those markets discovered that New Zealand’s industry was, until relatively recently, a fledgling market ripe for investment.

The self-storage industry is a retail market, relying on business and domestic users to make contact when they need a helping hand for their immediate plans. That often means needing extra space to accommodate the clutter in their lives.

It all comes down to life and death, the family and the job. As lives change so do people’s expectations and circumstances, and the

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self-storage industry is ready and willing to help while people put their lives on hold or change direction.

The US self-storage market is a study in business growth, and most markets in other countries have taken a leaf from their book.

According to a 2015 presentation by Michael Scanlon Jr, former President and CEO of the United States’ industry association, the Self Storage Association (SSA), the self-storage industry there generated $US27.2 billion during 2014, and perhaps surprisingly, over the past 40 years it has been the fastest growing construction segment of the US commercial real estate sector.

At that time the US self-storage industry had 210 million square metres of storage space to rent, and its occupancy rate usually sits at about 90%. That’s a figure the international hotel industry can only dream about.

 A new way to live

According to Forbes magazine, self-storage has been dealt a good hand and can expect to see growth — not spectacular, but reasonably consistent — for the foreseeable future.

The simple reason is that there is a market need for space to store personal belongings, and increasingly business stocks of products, as urban areas change their demographics.

A primary driver is the retirement of baby boomers, many of whom are now empty nesters living in large houses full of life’s accumulations. The push is on to downsize, and find a smaller home that provides the lifestyle without the clutter and the chores.

That means the art collections, expensive furniture and personal mementos they can’t bear to let go of have to go somewhere until they’re passed on to the kids — self-storage offers a perfect solution.

“

According to Forbes magazine, selfstorage has been dealt a good hand and can expect to see growth — not spectacular, but reasonably consistent — for the foreseeable future.

”

Urban renewal in both Australia and New Zealand is changing the face of major cities and more than a few regional centres. The push to increase population densities close to city centres relies on blocks of apartments that can be individually quite small and lacking in permanent storage space. This also happens to feed the lifestyle choices of increasing numbers of people, and caters to a younger generation more concerned with the ready availability of social network centres like cafes and theatres than quarter-acre blocks that need the constant attention of a lawnmower.

As urban renewal changes land use, often from old industrial areas to apartment complexes and residential zones dotted with retail and entertainment plazas, the self-storage industry needs to be at the heart of it. The key challenges in most markets in New Zealand and Australia are the costs of land, its location and the planning controls that are applied to it.

But self-storage is an occasional or periodic necessity for most people, so facilities have to be situated nearby or on common commuter routes to build visibility and brand recognition. Most potential customers won’t go out of their way for this kind of service if there is a local facility.

So self-storage could be considered a neighbourhood-specific business asset that depends quite specifically on local market conditions, even in city zones, so local market research is a critical factor in the success or otherwise of a self-storage facility. The ability to adjust and adapt to changing demographics in a particular area as it is rezoned or developed is a vital management skill.

Managing director Paul McFadzien claims that New Zealand is a market leader in the industry, especially in multi-level facilities, which have been copied in other markets.

As in other markets, until the GFC in 2007-08 self-storage was seen as an attractive investment in New Zealand, but the downturn and its effect on property changed the focus of investors away from self-storage operations to other areas, and many eventually sold out.

 A tighter market

With new players comes greater competition, and the inevitable market imperatives of keener prices, higher service levels and tighter control on operating costs.

While the New Zealand industry has never enjoyed a boom, it nevertheless has grown at a sustainable and reasonably consistent rate.

As in many other retail sectors, storers are now more focused on finding a “good deal”, and can shop around online or on the phone to drive prices down. This has the potential to create a price war, which helps no one but customers, but can focus the attention of facility operators to carefully consider their product offerings, marketing and advertising programs to maximise sales and customer retention.

Nevertheless, competition leads to better service, better management skills, and ultimately a more professional industry, which benefits everyone. n

 A business focus

The disruptive influence of the internet has played into selfstorage hands, with online product providers avoiding permanent bricks and mortar offices and warehouses in favour of a storage unit that can be hired and discarded at reasonably short notice.

In fact, many small businesses have cottoned on to selfstorage units as a convenient way to house excess inventory, and usually at much lower costs than buying or leasing and maintaining a warehouse.

 The New Zealand market

New Zealand’s self-storage market is not heavily controlled by market dominating major companies, but is experiencing some influx from Australian self-storage companies finding opportunities.

Australia’s largest operator, Kennards Self Storage, has crossed the ditch to set up six facilities on the North Island in Wellington, Auckland and Hawke’s Bay, with more on the way.

Managing director Sam Kennard commented in New Zealand’s Total Property magazine late last year that with property prices climbing quickly it is a challenge to obtain quality land sites for self-storage facilities in the country’s major centres, which can turn potential acquisition into an unviable proposition. With the time lag of building self-storage occupancy rates to a viable level, land prices must be keenly researched.

Abacus is an Australian property investment fund that has acquired New Zealand property for self-storage facilities under its Storage King brand, and National Storage Australia has acquired properties in Hamilton and Christchurch. It is reportedly looking for more opportunities.

New Zealand local National Mini Storage set up in Penrose in 1991, and has opened its ninth Auckland facility in Newmarket.

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Ancillary Services

UNITED FORCES OF

ENERGY

Energy retailers are not yet passing on significant wholesale market price rises, says Justin Wallis, creating an opportunity for self-storage businesses to benefit.

R

ecent unprecedented price rises in the national energy market (NEM) have seen prices more than double in the past 12 months. Due to large restrictions in place by many retailers, these significant price rises are not yet being factored into bundled pricing offers.

Retailers reserve the right to pass on wholesale price movements at any time, but are more likely to do this at the end of a contract period.

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Generally, network (poles and wires) pricing hikes are passed on to customers on January 1 in Victoria and July 1 for other NEM states.

Bundled pricing incorporates market, metering, environmental and network charges in one price.

National Energy Market (NEM) state charts, which show NEM pricing information, can be found at www.asxenergy.com.au.

To overcome price volatility in the energy markets, National Energy Solutions suggests contracting now for 24 or 36 months.

ď Ž What drives electricity price volatility?

Energy market prices are extremely volatile, so it is important to understand the factors that drive the prices of wholesale energy up and down. Understanding the market drivers can help you judge if the energy price offered by a retailer is fair and reasonable. It can also help you to improve the price you negotiate with your retailer.

The main drivers of volatility include: Matching supply and demand: One of the principal drivers of price fluctuations

the load profile, or how that volume is spread over time.

Price levels are affected by the amount of available capacity in the system and the demand on the system. Generators use forecasts of future consumption to decide what type and how much new capacity they should have.

If actual consumption is different from the forecasts, wholesale prices will be impacted. For example, if actual consumption is higher than expected during periods of constrained capacity, prices are likely to be higher. If actual consumption is lower than expected, prices are likely to be lower.

Weather: Prolonged drought can have a significant impact on power supply by constraining the availability of hydro-power plants in Victoria, the Snowy Mountains region and Tasmania.

Some coal-fired plants that use fresh water for cooling can also be impacted, constraining the supply of power.

Both energy consumption and load profiles are also influenced by the seasons. For example, the use of airconditioners is driven by extremes in temperatures, with the highest levels of peak demand typically occurring during the hottest summer days.

Load profile: The way electricity demand fluctuates from one period to the next is an important determining factor for both wholesale prices and network prices.

The greater the volatility or peakiness of demand, the greater the need for more expensive forms of supply.

Peaky demand requires more responsive and expensive generation to be brought online. It also requires network service providers to construct more network capacity in parts of the network that are likely to become heavily loaded.

Demand side response activities can allow investment in capacity to be deferred, and provide an opportunity for users to be paid for this demand side response “service”.

self-storage

Generator outages: Generators shut down for regular maintenance.

Maintenance is typically scheduled at periods when prices are expected to be low. However, unexpected generator outages can also occur. During

“

Energy market prices are extremely volatile, so it is important to understand the factors that drive the prices of wholesale energy up and down.

”

in electricity wholesale markets is the need to continuously and instantaneously match supply with demand. In times of high demand, more expensive electricity generation is used because electricity cannot be stored economically.

Hydro-power is the exception to this as potential energy can be stored in hydro reservoirs and converted to electrical energy when it is most profitable for hydropower plant operators.

Energy consumption: There are two aspects of demand that are important for prices — the total volume consumed and

unexpected outages more expensive capacity is dispatched, and this can cause sudden increases in wholesale prices.

Closure of coal-fired power stations: The closure of a number of coal-fired power stations will mean the national electricity market is increasingly reliant on new sources of renewable energy along with gas-fired generation to meet demand.

As a result, prices are pushed up in the wholesale market.

Fuel commodity prices: Rising coal and gas prices increase the input costs of fossil fuel generators, pushing up wholesale prices.

 Contract tendering for Contract tendering is the process National Energy Solutions provides to ensure clients receive the best possible energy rates. NES monitors the market on a daily basis, and only tenders when the market is at a low point.

NES uses a closed bid tendering policy in order to gain the best possible rate for customers. Closed bid tendering prevents retailers from seeing other offers and simply doing enough to win the business rather than submitting the best rate they can provide.

 The Process Step 1 involves an initial consultation to discuss the customer’s business energy requirements and analyse current bills.

Step 2 is the preparation of a report on the customer’s consumption requirements and the submission of a Request For Pricing (RFP) to all energy retailers in the customer’s state.

Step 3 includes a complete evaluation of all offers submitted by retailers. The report shows the various rates from the retailers and compares them to the customer’s current provider. NES uses current consumption patterns to calculate the possible savings over the different contract periods.

In Step 4 NES works closely with the retailer to ensure the transfer of the account (if required) goes smoothly. n

Justin Wallis is a director of National Energy Solutions (NES). NES offers analysis of current bills and access to no-obligation group purchasing rates that are otherwise unavailable to storage facility owners/ operators. NES is a proud service member of the SSAA and appreciates member support, and charges no fees from members (a small commission is paid by retailers).

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Outside the Box

STAIRWAY TO

INSPIRATION Not for STORCO a plain old factory staircase — the company decided to take it one step further...

W

hen it comes to taking things to a higher plane, STORCO really did find a novel way to ingrain its corporate ethos with staff.

Managing director Jonathan Layton explained that he and his staff really enjoy building a team spirit, and wanted to incorporate this spirit into the company’s new factory.

“When we built our new factory we wanted a fun environment,” he told Insider.

“At STORCO we like to do everything we can to maintain our fun loving and innovative culture, so when it came to creating the staircase from our production facility to the office we had a chat about what we could do to make sure it wasn’t just an ordinary set of stairs.”

A tough job to turn stairs into fun? Not at STORCO. All it takes is a little lateral thinking, it seems.

“An idea came up to personalise the stairs with the attributes that are valued and displayed by the team at STORCO — we can’t remember whose idea it was originally!” he said.

“We considered ways to include that in the factory without blowing the costs. We sat down as a team and got everyone to throw in ideas, and in the end we pulled together 25 words we wanted to include in the stairs. It was a team effort,” said Jonathan.

The words the staff chose included innovation, focus, excellence, courage, integrity, motivation, and more so each step encapsulated a characteristic of the company.

“Utilising our computer controlled steel fabricating machinery and offcuts from our swing door sheets, our great fabricators created our stairs simply by cutting out the stair treads with the words, and we used bright Colorbond steel as the background colours.

“All it took was a little extra cutting, and the materials would have gone to waste

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anyway. They’ve been a talking point and an inspiration for staff, clients and customers ever since.”

The team at STORCO were so pleased with the finished staircase they’ve expanded on the idea and taken the concept to market.

“We have taken the idea to clients,” said Jonathan. “We have a can-do-anything attitude. Clients can have their staircases personalised with corporate colours, names or logos.

“We can really customise clients’ properties, and we’re taking this idea to the market now so clients can make their facility unique. We can offer totally customisable doors, stairs and much more.”

Sales and marketing coordinator Amy Gorham added, “The staircase motivates everyone every time they use them.” n

Ancillary Services

OPEN THE DOOR TO

PREVENTATIVE MAINTENANCE Mark Venz of Bridgmond Projects outlines some effective measures to make sure your doors can withstand the effect of constant use.

D

oors, doors and more doors. Any impression of a selfstorage complex is definitely one of doors everywhere.

We have doors to welcome customers in, doors to keep unwelcome folks out, doors used as decorative facades, and of course the gateways to a customer’s personal treasures.

Being such an integral factor in a self-storage facility, we would do well to look after them. Particularly with roller doors, because there are so many of them, the odds of a couple needing a bit more than minor maintenance are high. There are quite a few parts to a roller door, and each one needs different attention to keep the door working optimally and to avoid costly repairs.

A roller door’s job is basically to look good, be secure and go up and down. To aid the up and down function of a roller door, in Australia the curtains are fitted with a nylon sheathed “felt” runner attached to the very outside edge which runs in the guides fitted to the inside of the door opening. This felt quite effectively reduces friction and helps the door go up and down smoothly.

Over time, however, grit and dirt can build up inside the guide, causing it to operate less smoothly. A remedy for this is very simple.

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Whenever the unit is vacant or you have access when the door is open, dip a rag in some methylated spirits or kerosene and run it up and down the inside of the metal guide a couple of times. It’s best to push the rag with a small stick or pencil as the edges of the metal guide can be quite sharp.

The methylated spirits or kerosene does two things — it cleans the guide and coats the guide with a very light film. As it says in the care manual that came with your roller door, don’t use oil as this will damage the “felt” and this is one part of the roller door which is not replaceable.

The slide locks don’t usually require much maintenance. If they are getting a bit tight then a light spray of lubricant or silicone spray will assist with the friction. This will also help if you have a sticky key cylinder. Be careful not to get any spray on the paintwork as it will damage the finish. Occasionally the actual sliding bar may be bent by an enthusiastic storer lifting the roller door (or pulling a swing door) before the bar is completely drawn. In this situation, it would be best to engage an installer to repair or replace the slide lock. An installer can also adjust the receiving slot for the bar, and this is sometimes all it takes.

Most of the hardware on a roller or swing door can be replaced if it is damaged or missing. Metal or plastic “D” handles, footpegs and even the weather seal rubber on the bottom of the door can be supplied separately and replaced.

More importantly on your buildings’ external doors, the rubber weather seal is what keeps the outside from getting inside when the door is closed. This rubber can sometimes be cut or split, or over time just deteriorate. An installer can replace this for you, but I have also known some very competent managers who have

“

There are quite a few parts to a roller door, and each one needs different attention to keep the door working optimally and avoiding costly repairs.

”

Hopefully it doesn’t rain in your corridors though, so regularly wiping the dust off the roller door curtain will help to maintain the paint finish.

If there are light marks or scratches, try to avoid using a touch up paint sprayed directly onto the door. The paint fades differently from the coated steel and looks patchy.

The best way is to spray some touch up paint into the lid and use a cotton bud or similar to dab just the mark or scratch.

A damaged door can be a security issue. If the lock is broken or the curtain is loose from the guide then the door is no longer secure. While not all builders are interested in the small stuff, specialist self-storage builders and installers usually are.

For example, they are usually more than happy to carry out “one off” or multiple repairs, supply parts for you to replace yourself, and they can also set up a regular maintenance regime at your facility. n

been able to carry out this repair as well, saving some money and earning a well deserved sense of achievement.

When roller doors are installed correctly from the start there is rarely a need to adjust things like tension. However, occasionally you may have a door that is difficult to lift or comes down a bit too fast.

An incorrectly installed roller door sometimes can develop “coning”, where the door doesn’t roll even or true. These issues are easily rectified by an installer when there is access to the inside of the unit. It is important that an experienced installer carries out these types of adjustments as there are a few tricks to avoid damage to the door and injury to ourselves.

A quality roller door is made from Colorbond™ coated steel.

Bluescope™ has developed sophisticated coatings for these products but they still degrade over time.

Of all the elements to have a detrimental effect on a Colorbond™ finish, the worst offender, of course, is salt air. The next is dust.

Just like your car, dust and dirt will degrade the paint finish of the roller door curtain. The external doors on your buildings get rained on and the dust is washed off.

“

Of all the elements to have a detrimental effect on a Colorbond™ finish, the worst offender, of course, is salt air. The next is dust.

”

Malcolm Collins FAPI MPINZ

Collins & Associates undertakes valuations, demand studies, operational and benchmarking reviews and property research using over 20 years worth of in-house data covering the self storage industry nationally.

We work in all sectors of the market including regional and country centres. Our personal, direct and engaged advice to clients produces bankable results for first mortgage security lending,public prospectus, asset value and purchase or sale negotiation purposes.

Our well researched reports provide business background understanding and lending comfort to individuals and institutions utilising our experience.

Valua�ons | Self Storage | Property Consultancy m: +61 412 476 554 or p: +61 3 8456 5134 Level 1 / 141 Capel Street North Melbourne Vic 3051 ABN 96 940 964 372 e: malcolm@malcolmcollins.com www.malcolmcollins.com

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31

Members’ Legal Forum

BACK TO

BASICS

In this edition’s members’ legal forum, SSAA legal advisor Simone Hill goes back to basics by answering some fundamental questions about self-storage.

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I

t’s time again to review some key concepts of self-storage law that cover basic, day-to-day self-storage business operations. These topics might sound so basic that you wonder why we are covering them, but the three topics discussed here make up a huge proportion of the legal enquiries we field daily here at the SSAA.

 Who can access a storer’s unit?

The SSAA receives many enquiries on this topic each week. Can the Alternate Contact Person (ACP) demand access to the storer’s unit, or the husband of the storer if the storer is in hospital?

What about if the storer has gone missing, is in gaol or is in default?

Surely we can provide the daughter/ sister/mother/wife/ACP access to the unit to remove the goods under those circumstances?

There are many different versions of the “who can access the storer’s unit” question, but the answer is always the same: • only the storer; or • a person who has the key and access code

(if relevant) when the account is up to date; or • a person who has a power of attorney that is not limited or restricted; or • a person with a valid legal demand (such as the police with a warrant); or • when the storer has signed a more recent agreement, the ACP, but only when the storer isn’t meeting their obligations under the contract; ie. is in default. Only the most recent version of the AU or NZ agreements include this option. You must check the storer’s agreement to ensure this is authorised.

That’s it. No one else. Ever! Your contract is with the storer and the storer only.

To assist a third person to access the unit is not only a breach of the agreement, it may well result in action against you for facilitating theft or damage to goods stored therein.

 Who can I talk to about the

storer’s agreement, including the account?

The only person with whom you can discuss the agreement, account, or even the fact that the storer is storing with you, is the

“

The only person with whom you can discuss the agreement, account, or even the fact that the storer is storing with you, is the storer or the ACP. No one else.

”

storer or the ACP. No one else.

It may be a breach of privacy legislation to even confirm that the storer is storing with you, and disclosing this information may also result in tortious action against your facility if that information is used in a manner that results in damage or loss for the storer.

For example, we have had two incidents in which a facility disclosed that a storer was storing with a facility and/ or information about the storer that had serious consequences for the storer.

In the first instance, we had a woman call several self-storage facilities in one metropolitan area asking to pay “her husband’s account”. She appears to have called more than 20 facilities until she has discovered at which facility he was storing.

She paid the bill, then came into the facility using the gate access swipe card and key to access the storer’s unit and removed all the items. The couple were apparently in the middle of a nasty divorce, and the wife had discovered the keys along with a unit number but no facility name or address.

Her “paying the bill” line was merely a fact seeking mission, allowing her to work out where her husband was storing.

Thankfully, when the facility was challenged by the husband, it was established that the wife was the ACP on the contract, hence disclosure of account information was not a breach of the agreement, the privacy policy or privacy legislation.

The other incident is much more serious.

A man known to employees at a facility came into the office to pay the account for his girlfriend’s unit. The man had paid the account before, and had been seen in the company of the storer many times.

Although the man was not the ACP, a receipt for the payment was issued to the man. The receipt included the storer’s home address.

There was, in fact, a restraining order against the man due to domestic violence, and the storer had recently moved to new premises, the address of which was unknown to the ex.

By issuing the receipt to the man, the facility unwittingly provided the new address of the storer to an incredibly violent man. He used the information to locate the storer, attended the residence and seriously beat her. Apart from the breaches of privacy here and the very real possibility of legal action against the facility, no staff member would want to have this on their conscience.

Not revealing information to anyone other than the storer and the ACP

extends to confirming that you do or do not have a storer storing with you. It is not hard to imagine how complicated this might become.

For example, what if a non-storer wants to pay the account for their brother/ mother/girlfriend/daughter etc.? A strict compliance with privacy laws would result in the facility not being able to confirm that the storer was or was not storing there, and the only receipt that could be issued (should the payer still want to make a payment for a possibly non-existent account) would be a cash receipt or eftpos receipt not linked to a storer or space — just receipt of a payment to the facility. This is cumbersome, awkward and irritating for storer and payer!

To address this, the SSAA will include a new clause in the next edition of the agreements allowing the storer to nominate persons who are authorised to make payments on the account and be provided with a receipt and/or other account information. It will NOT allow that person to change address or contact details, terminate the storage, access the space or anything else, merely that they be able to enquire about the status of the account (ie. obtain any balance owing), make a payment and be issued with a full receipt.

 What can I tell police? When can they access a unit?

Our members have had a bit of a run on police involvement lately. There are two types of police involvement — a request for information about storers, and access to the space.

 Request for information

If you are using the SSAA’s Privacy Policy and PDS (Privacy Disclosure Statement) then you are free to answer police questions about whether or not a particular storer is storing with you. If the request is also for gate data logs or other information you have about the storer, you can also provide this without the need for a warrant.

You should require the officer to provide you with a business card and, obviously, you should also check their police badge.

Requests made over the phone should not be accommodated, as there is no way of checking if they are genuine police requests.

Make a note on the storer’s file that information was requested and provided, and the name of the officer, and if possible scan and keep a copy of the business card

In summary:

• If using SSAA Privacy documents, you can confirm that a storer is storing with you and provide police with information you have about the storer WITHOUT a warrant • Requests for whole client lists should only be provided if accompanied by a warrant • Request for access MUST be accompanied by a warrant • You don’t have to tell a storer that the police have requested information about them • You don’t have to call a storer and advise them that their space has been entered under a warrant • DO NOT agree to not tell a storer that police have accessed the space under a warrant if the storer asks the facility why there is a new, no or broken lock on their unit.

with the file or in the case of a paper file, attach the card. There is no need to advise storers that such a request was made.

This is not the same as a police officer’s request for a full list of a facility’s storers’ names. Such a request should only be complied with if there is a warrant.

 Requests for access

A request to access a storer’s space should also be complied with ONLY if there is a warrant. Although there is a right in the storage agreement to force access to a space if you believe there is illegal activity, you should always insist upon a warrant and also insist that the police be the ones to break the lock, not the facility.

This puts some distance between the facility and the police action, an important point if the storer takes issue with the fact that the space has been accessed.

A request from police to NOT tell storers that the police have accessed their space should NOT be agreed to. It is not the role of the facility to participate in crime investigation, and it is considered a dangerous practice to lie to storers who discover their lock has been changed.

It is not difficult to imagine that such a storer might become angry with a staff member who cannot provide a satisfactory answer as to why the storer’s space now has a new, broken or no lock on it.

There is, however, no need to call the storer and advise that the space has had a warrant issued on it. n

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33

NZ Members’ Legal Forum

WHAT TO DO WHEN THE NZ POLICE ASK FOR

STORERS’ INFORMATION

Darryl King and Claire Godber outline your rights and obligations when the police come calling.

T

he NZ Privacy Commissioner has recently criticised Westpac for releasing Nicky Hager’s bank records to the NZ Police without a search warrant. Westpac tried to defend itself by saying its terms and conditions allow it to disclose customer information to the police without a search warrant – however, this did not wash with the Privacy Commissioner.

As SSAA members sometimes get police requests for storer information, you need to be well versed in when and how you can help the police without breaching the privacy rights of storers.

There are two types of legal compliance SSAA members need to be aware of when it comes to privacy rights: contractual and statutory.

 Contractual

The current SSAA contracts include a section on privacy that sets out details of collection and use/disclosure of storers’ personal information by facilities. The SSAA contracts contractually permit facility owners to disclose personal information about storers to the police, but this is not enough.

 Statutory

Regardless of any contractual power of

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Insider April-May 2017

disclosure in the SSAA contracts, SSAA members are still required to comply with the NZ Privacy Act 1993 when disclosing any storer information — this is where Westpac went wrong.

Privacy Principle 11 of the Privacy Act provides that a facility can only disclose the requested information if the facility believes on reasonable grounds that one of the non-compliance exceptions under Privacy Principle 11 applies. SSAA members should follow the rules below to ensure they comply with this.

 Police requests

Only release information in response to a police request if you have received a properly completed Police Information Request form that sets out the legal basis justifying the disclosure of information under the Privacy Act. An appropriately completed form can be evidence that you had “reasonable grounds” to believe one of the non-compliance exceptions under Privacy Principle 11 applies.

 Phone requests

Do not provide storer information (even confirmation that a storer is storing at the facility) over the phone to the police.

You should wait to receive the completed Information Request form and then either respond in writing or make a detailed record of the information given.

such as whether an individual has a storage agreement with the facility and contact details given by the storer.

To ensure you comply with the Privacy Act, it would seem prudent to require a warrant, production order or warrantless search before giving more detailed information.

 Records

Keep records of all police information requests you receive and your responses (in particular regarding the information you disclose). Records should not sit on the storer’s file to avoid compromising the investigation.

 Summary

The SSAA is working with the police to streamline information requests. The SSAA proposes to circulate a policy to SSAA members on responding to NZ police information requests. The police are waiting for the court to clarify the rules in this area, and this may delay the policy.

Until then please ensure you only disclose information if you have a properly completed Police Information Request form and, unless you have seen a search warrant or production order, or a warrantless search is conducted, only disclose basic account information.

And lastly, do not forget that police information requests are not compulsory. n

 What information can be given to police?

Until the courts have clarified whether more detailed personal information can be given, we recommend limiting any information you provide to basic account information,

Darryl King is a Partner, and Claire Godber an Associate, at Jackson Russell Lawyers.

SSAA OWNERS SUMMIT

Queenstown, New Zealand 28th - 31st August 2017

SCALING NEW HEIGHTS 2017 SSAA Owners Summit You’re invited to the SSAA Owners Summit for 2017 The SSAA 2017 Owners Summit is a 3 day event designed to equip Self Storage Facility Owners with the skills and business knowledge to succeed in 2017 and beyond.

We are assembling quality speakers with expertise in finance, business management, succession transition, team management and much more. This is a unique opportunity only offered to members once every two years and will be held in New Zealand’s stunning township of Queenstown.

When: Monday 28th to Thursday 31st of August 2017 Where: Heritage Hotel, Queenstown, New Zealand Register: To register for our biennial summit please visit our website at www.selfstorage.org.au/2017-owners-summit

TRADE

DIRECTORY Design & Construction Services & Suppliers  STORCO Storage Systems

 KiwiMark Construction

T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz W: www.kiwimark.net.nz

Jacob Layton 6, 2 Strathgrove Way, Orange NSW 2800 T: 02 6391 2800 E: sales@storco.com.au W: www.storco.com.au

 Regisbuilt

 Universal Storage Containers (USC)

 Rodger Giles Builders

Peter Nemiroff E: peter@universalstoragecontainers.com Shay Mcquade T: 0438 256 541 E: shay.mcquade@universalstoragecontainers.com W: www.universalstoragecontainers.com

 ACR Roofing

Christian Wright T: 03 9555 0955 E: christian@acrroofing.com.au, W: www.acrroofing.com.au

 B & D Australia

James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au W: www.bnd.com.au

 Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au W: www.bridgmond.com.au

 Corporate Construction Group

Matthew Moulsdale Suite 101, 84 Pitt St, Sydney NSW 2000 T: +61 2 9231 3691 E: admin@corporateconstruction.com.au W: www.corporateconstruction.com.au

 G&M Stor-More

Michael Watson T: 02 4733 5048 E: michael@gmstormore.com.au W: www.gmstormore.com.au

 Gliderol Garage Doors

Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au W: www.gliderol.com.au

 Havener Enterprises

Alan White T: 815 935 8383 E: alan@havenerent.com W: www.portablestoragebox.com

36

Trusted suppliers to the self-storage industry.

Insider April-May 2017

M: 0423 083 321 T: 1300 388 224 E: anthony@regisconstruction.com.au W: www.regisconstruction.com.au Trent Giles M: 0418 745 540 T: 07 3271 3522 E: admin@rodgergiles.com.au W: www.rodgergiles.com.au

 Safetech

Tony Krlevski T: +61 3 5127 4566 E: sales@stsap.com.au W: www.safetechtieman.com.au

 Saurus Self Storage Solutions

 Storage King

Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au W: www.storageking.com.au

 Storage King New Zealand Mark Bateman T: +61 2 9360 3230 E: mark@storageking.co.nz

Valuations, Finance & Assorted Professional Consultants  Aon Risk Services

T: +61 2 9253 7000 W: www.aon.com.au/storage AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com W: www.aon.co.nz

Christiaan Claassens 25 Calista Crescent, Bracken Ridge, QLD, 4017, Australia T: +61 418 800 444 E:s aurusselfstoragesolutions@gmail.com

 Collins & Associates

 Southwell Lifts and Hoists

 GSA Insurance Brokers

David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au

 Steel Storage Group

T: +61 7 3865 1600 E: sales@steelstorage.com.au W: www.steelstorage.com.au

 Taurean Door Systems

Sean Marceddo T: 03 9721 8366 M: 0409 489 881 E: Sean.Marceddo@taureands.com.au

Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com W: www.malcolmcollins.com Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au

 Highway Frontage Specialist

Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au W: www.selfstoragerealestate.com.au

 Landmark White Pty Ltd

Peter Roberts T: 07 3226 0000 E: peter.roberts@lmw.com.au

 M3 Property Strategists

Management & Operations  Fort Knox Storage Pty Ltd

& StoreLocal Pty Ltd Mark Greig Director of Operations M: +61 499 110 599 O: +61 7 3268 2455 E: markg@fksl.com.au W: www.fortknoxstorage.com.au W: www.storelocal.com.au 8/441 Nudgee Rd, Hendra QLD 4011

Mitchell Bernoth T: 07 3620 7900 E: mitchell.bernoth@m3property.com.au Ross Perkins T: 07 3620 7901 E: ross.perkins@m3property.com.au

 Midland Insurance Brokers

Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au W: www.midlandinsurance.com.au

Trade Directory

 Robertson & Robertson

1/8 Reliance Drive, Tuggerah, NSW, 2259 T: +61 2 4351 2200

 Urbis

David Blackwell Direct: 02 8233 7627 M: 0409 771 310 Office: 02 8233 9900 E: dblackwell@urbis.com.au W: www.urbis.com.au

 Wallace McLean

Simon Keenan T: +64 9-358 7233 E: simon@wallacemclean.co.nz W: www.wallacemclean.co.nz

 Magazines byDesign

Linda Gunek 404, 33 Lexington Dve, Bella Vista NSW 2153 T: 02 8883 5890 E: linda@bydesigngraphcs.com.au W: www.magazinesbydesign.com.au

 Makinex Construction Products

15 Waltham Street Artarmon, NSW, 2064 T: +61 1300 795 953

 MiniMovers

T: 1300 366 000 E: sales@minimovers.com.au W: www.minimovers.com.au

 National Energy Solutions Pty Ltd

Ancillary Services  Visy Boxes & More

T: 03 9554 5600 E: vbm_vic@visy.com.au W: visyboxesandmore.com.au Branches across Australia and New Zealand.

 BOS NZ Limited

Phil Tindle Palm Beach, Papamoa, 3151, New Zealand T: +64 0800 226 769 E: info@bosnz.co.nz

 Betta Storage Containers

Grant Bryant T: 02 9999 0150 E: mark@bettastorage.com.au W: www.bettastorage.com.au

 Ezidebit

T: 07 3124 5500 E: sales@ezidebit.com.au W: www.ezidebit.com

 Homestead Press

Level 1, 73A Rupert Street Collingwood, VIC, 3066, Australia T: +61 3 8609 9276

 Royal Wolf Trading

Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au W: www.royalwolf.com.au

 Sweepers Australia

Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au W: www.sweepersaustralia.com.au

 Transcorp Removals

John Christoforidis T: 1300 466 838 (Toll Free) E: enquiries@transcorpaustralia.com.au W: www.melbourne-removalist.com.au

 Web ID Pty Ltd

Ian Bland Unit 6, 9 Mirra Court, Bundoora, VIC, 3083 T: +61 3 9470 8420

Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au

Software & Security

 iBidon Storage

 Storman Australia

 Jetta Excess Baggage

 Storman New Zealand

 Lock Distributors Australia

 AD-TECH Security

Grant McNamee T: 0410 445 933 E: info@ibidon.com.au W: www.ibidon.com.au Rosemary Ferguson T: 03 9335 2588 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au Karen Crook T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au

Andy Pudmensky T: 07 3319 1522 E: sales@storman.com W: www.storman.com Andy Pudmensky T: 09 280 3393 E: sales@storman.com W: www.storman.com

Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au W: www.ad-tech.com.au

Please check that your details are correct on these pages as it is an important listing for customers to be able to contact you. If you need to add or amend any details please send an email to admin@selfstorage.com.au

 AlarmQuip Security Systems Evan Richardson T: 07 5492 3242 E: evan@alarmquip.com.au W: www.alarmquip.com.au

 Centreforce Technology Group Pty Ltd Dallas Dogger T: 07 3889 9822 E: sales@centreforceit.com.au SiteLink Software: www.sitelinksoftware.com.au R6 Web Sites: www.r6web.com.au District Manager revenue enhancement software: www.qstrom.com

 PTI Australasia Pty Ltd

Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com W: www.pti.com.au

 Que Access Pty Ltd

Ashley Hooper T: 0488 279 918 E: ashley@queaccess.com.au

 Sentinel Australia

Jason Keane T: +61 99882035 / 1300 852 117 E: jason@storagesecurity.com.au W: www.storagesecurity.com.au

Would you like to be listed on this page? Then become a SSAA Service Member.

The Self Storage Association of Australasia has been looking after the interests of the self-storage industry in Australia and New Zealand since 1990.

It is the peak industry body and provides guidance to its members in both day-to-day operational procedures and the promotion of their business and the industry as a whole.

A key factor in the success of the SSAA has been the relationship with it’s members.

As a Service Member of the SSAA you could have the opportunity to build relationships within the industry through the various mediums and networking opportunities that the SSAA has available.

You also have a unique opportunity to market your products and services directly to the industry through a number of opportunities that we have exclusively for our Service Members.

In addition, you will receive all the information, publications, invitations and other correspondence that all members of the association receive, which will help you keep abreast of industry issues and ensure you have the most up-to-date information when dealing with the self-storage industry.

As a service member you also have board representation. This ensures that you also have a say in the strategic direction of the association and the industry, you have the right to vote, nominate or become this important industry representative.

For further information on how we can help make your service membership work for you, please call Craig McKenzie on +61 3 9466-9699 to obtain an application form.

Insider April-May 2017

37

SSAA

BOARD MEMBERS Chairman - Keith Edwards All Secure, New Zealand Ph: +61 04 5676 655 E: keith@allsecure.co.nz

Makala Ffrench Castelli

Deputy Chairperson National Storage, Queensland Ph: +61 7 3218 8116 E: mcastelli@nationalstorage.com.au

Shaun Bain

Keepsafe Storage, Western Australia Ph: +61 8 9200 2252 E: shaunbain@kbhgroup.com.au

Ryan Coom

National Mini Storage, New Zealand Ph: +64 9 920 5396 E: ryan.coom@nationalministorage.co.nz

Liz Davies

Self Storage Australia, South Australia Ph: +61 8 8955 5555 E: liz.davies@selfstore.com.au

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Insider Aug-Sept 2016

Andrew Eastwood

U-Store-It, South Australia Ph: +61 8 8276 1166 E: aeastwood@ustoreit.com.au

Jason Keane

Sentinel Australasia Ph: +61 3 9418 3942 E: jason@storagesecurity.com.au

Ivor Morgan

Jim’s Self Storage, Victoria Ph: +61 3 9397 3438 E: ivor@jimsstorage.com.au

Sally Steel

Wilson Storage Ph: 1300 28 68 28 E: sally.steel@wilsonstorage.com.au

Inside SSAA

SSAA

STAFF Susan Phillips, CEO E: ceo@selfstorage.com.au

Craig McKenzie, Membership & Marketing Manager E: membership@selfstorage.com.au

Jeannette Jones, Reception / Administration E: admin@selfstorage.com.au

Simone Hill, Legal Advisor E: legal@selfstorage.com.au

Melinda Wyper, Accounts Officer E: accounts@selfstorage.com.au

LIFETIME

MEMBERS Mark Bateman Frank Cooney Liz Davies John Eastwood

Neville Kennard Bob Marsh Jim Miller Jon Perrins

Phil Robbie Mark Snooks

���� ���� �e� �������� ��� �he �����e�e �e����� ��������� a�� �� ��� �� ���� ����e�� We can look after your entire project from concept right through to occupation & signoff

Design Construction - Construction Certi�cate Documentation �ccupation Certi�cate - Pri�ate Certi�ying �ut�ority - Vinyl - �ir Conditioning Building Works - Carpet - CCTV - Data Works - Electrical Works - External Signage Fencing & Gates - Hoists - Painting - Hydraulic Works - Joinery - Reception Counter Roller Doors - Security Works - Steel Storage - Tiling

202/19-31 Pitt Street, Sydney NSW 2000 e: admin@corporateconstruction.com.au

Ph: (02) 9252 4747 Fax: (02) 9252 4750

www.corporateconstruction.com.au

Insider Aug-Sept 2016

39

Member Resources

MEMBER

RESOURCES

A

s part of SSAA membership members are provided with a wide range of resources to assist them in complying with relevant legislation, common law obligations and industry best practice. Many of these resources are located in the Manual of Advice and Procedures (MAP) which can be downloaded from our website (see Legal Resources).

To access the resources available visit www.selfstorage.org.au, log in to the members’ only section of our website (using your username and password), and head to the Resources page. For any log-in issues contact our office on + 61 3 9466 9699 or admin@selfstorage.com.au

 BUSINESS MANAGEMENT • Disaster Prevention and Recovery Guide • Dispute Resolution Guide • Valuation Guidelines • Mystery Shopping Information

 CHECKLISTS & LETTERS

• Sign up Checklist • Contract for Accepting Deliveries • Lock Break Form • Deed of Release

 HR & IR RESOURCES

• Employment Handbook: - Modern awards summary - Employment contract - Letter of appointment - Company policies - Position description for self-storage manager - Time wages and pay slip templates - Fair Work Information Statement - Small Business Fair Dismissal Code • National Employment Standards • OH&S Manual - Forms: Incident register; injury recording; forklift checklist; accident investigation checklist; medical release authority; return to work plan; ergonomic hazard management; housekeeping checklist, etc.

 IT & ONLINE RESOURCES

• STOReFLASH bi-monthly e-newsletter • StorMan Web Links Pack • Storer Check (database for problem storers) • Storage Finder – www.selfstorage.com.au (for customer enquiries) • Trade Directory of service members (industry suppliers) • Self Storage Space Estimator • SSAA Insider Blog

40

Insider April-May 2017

 STORAGE AGREEMENTS  LEGAL RESOURCES

• Legal Advice • Police Watchlist • Frequently Asked Questions • MAP Australia & New Zealand - Storage Agreements - Standard Letters: 7 day overdue, 14 day, 21 day; 28 day; 5 month - Appendix documents - Notification Letters: notice for immediate entry; entry in 21 days to liquidator; to trustee; fee increase; lock break; termination notice • Privacy Documents Australia and New Zealand • PPSR Information

 MARKETING

• Insider Magazine Advertising - booking sheet, specifications and prices • Marketing Manual • Opportunity to advertise facilities for sale on our website.

 PUBLICATIONS

• Insider Magazine • Facility Traffic and Parking Study • Almanac Demand Study

 SSAA RESOURCES

• Constitution • Code of Ethics • SSAA Logos • SSAA Merchandise Order Form for: - Personal Storage Brochure - Corporate Storage Brochure - Code of Ethics Poster - Conditions of Agreement Poster - SSAA Flag - Australian Flag

(also in MAP) • Standard Storage Agreement – Australia & New Zealand • Managed Storage Agreement – Australia & New Zealand • Mobile Storage Agreement – Australia & New Zealand • Offsite and Onsite Mobile Agreement • Truck Hire Agreement – New Zealand • Trailer Hire Agreement – New Zealand.

 OFFLINE RESOURCES

• SSAA Window Decal and Membership Certificate • Annual Convention and Trade Show/Summit • SSAA Awards for Excellence Program • Regional Meetings • Training in Legal, Sales and Operations • Affiliations with the SSA in the USA, UK, Europe and Asia • Exclusive Customer Goods Insurance Offer – NZ & Australia.

 COVENTIONS/SUMMITS

As a member you are entitled to attend our Self Storage informative events: • Staff Retreat, Sydney, Aust., 4–5 May 2017 • Owners and Managers Summit, Queenstown, NZ, 28–31 August 2017.

Disclaimer: This magazine is intended

to inform members of matters relevant to the industry in a general manner. It is not, however, to be used or relied upon as a substitute for professional advice. Before acting on any advice, discussion or opinion contained herein, readers should seek specific professional advice. The Association, editors and writers are excluded from any liability for damage caused, that arises from acting in reliance on any opinion expressed herein. All rights reserved. © Self Storage Association of Australasia.

New Members

NEW

MEMBERS New Facility Members Coast to Coast Storage 31 Morton Street Chinderah, NSW, 2487, Australia Ph: 0418 763 323 Email: brian.coast2coast@gmail.com Port Elliot Boat Caravan Storage 26-28 Hill Street Port Elliot, SA, 5212, Australia Ph: 0427 311 513 Email: encounterlakes@bigpond.com Rent A Shed Pty Limited 3 Jacob Drive Labrador, QLD, 4215, Australia Ph: 07 5529 0057 Email: scott@rentashed.com.au

Secure Max Storage Pty Ltd 2 Amadio Cres Campbelltown, SA, 5074, Australia Ph: 0409 834 894 Werribee Self Storage Pty Ltd 28 Concorde Crescent Werribee, VIC, 3030, Australia Ph: 0412 990 344 Email: info@werribeeselfstorage.com.au Young Self Storage 3 Chillingworks Road Young, NSW, 2594, Australia Ph: 0418 697 009 Email: susan35a@outlook.com

New Provisional Members Peter Laidlaw 275 Clyde-Fiveways Rd Clyde, VIC, 3878, Australia Ph: 0408 579 928 Email: hdisney3@bigpond.com.au

New Service Members BOZ NZ Limited PO Box 11159 Palm Beach, Papamoa, 3151, New Zealand Ph: 0800 226 769 Email: info@bosnz.co.nz

Code of Ethics 1. Members must promote the good image of the industry through ethical and honest advertising and business practices.

2. Members must maintain industry best practice standards as set by the Association.

3. Members must ensure that their business practices deter the conduct of criminal activities on site.

4. Members must comply with all relevant laws and regulations in regards to developing and operating a self-storage business.

5. Members must use a properly executed SSAA storage agreement or equivalent legal binding agreement with all Storers.

6. Members will avoid using practices that do not support environmental sustainability where practical alternatives exist.

7. Members will ensure that their workplace provides the maximum practical level of safety for employees, customers and other visitors to the site.

8. Members should ensure that staff are competent in their duties and complete appropriate training in best practice standards.

9. Members should treat all customers with respect.

42

Insider April-May 2017

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