Edition 99 - March 2018

Insider ISSUE99 MAR/APR18

INSIDE THE CENTREFORCE FORCEFIELD CASUAL EMPLOYEES GAIN NEW ENTITLEMENTS

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SSAA Service Member of the Year Award 2017 – Centreforce Technology Group

New casual employee entitlements could affect selfstorage operators

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IN THIS ISSUE...

4 Chairman’s Report

6 From the CEO’s Desk 8 Noticeboard

9 Calendar of Events

10 Out & About in Perth

11 Out & About on the Gold Coast 12 Out & About in Melbourne

14 Special Moments — Simone Hill Marries 16 Flashback — Life Member Jim Miller Reminisces COVER STORY

18 Inside the Centreforce Forcefield

Centreforce’s continuing domination of technology in self-storage comes down to the company’s expert staff, says director Dallas Dogger.

NEW SERVICE MEMBER PROFILE 21 Orbitz Elevators Gives SelfStorage a Lift FEATURE

22 Urbis Storage Index Now Includes Perth

Urbis has expanded its reach and analysis of the Australian selfstorage industry for participants in the west.

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

U4/2 Enterprise Drive Bundoora VIC 3083

Email admin@selfstorage.com.au

FEATURE

24 Casual Employees Gain New Entitlements

Casual employees have been awarded new entitlements which could affect self-storage operators. Leisa Rennie of HR Central advises all SSAA members to stay informed of these changes.

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NEW SERVICE MEMBER PROFILE

25 Put Your Best Foot Forward Says Hunt & Hunt

26 Taking Security to New Heights in 2018

Self-storage facilities should gear up for cloud based security software to stay ahead.

MEMBERS’ LEGAL FORUM

28 Making Sure It’s a Private Matter INFORMATION

30 Trade Directory

32 Board + Staff Members 32 Member Resources 34 New Members

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

Email: printing@homesteadpress.com.au

Produced by: Magazines byDesign PO Box 7691, Baulkham Hillls NSW 1755 Ph: Linda Gunek on 02 8883 5890 Email: linda@bydesigngraphics.com.au Editor: Stephen Crowe Email: steve@thewriteteam.com.au

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 Mar-Apr 2018

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Inside SSAA

CHAIRMAN’S REPORT  New year’s resolutions and looking forward to 2018

As 2017 came to an end, we as owners and operators of selfstorage facilities can learn by looking back over the past year and evaluating what we can do better to make 2018 an even better and more successful year.

As I was told once — “I read that drinking was not good for you, so I stopped reading”. This is not about stopping reading, as I do want to be informed that drinking is not good for me.

This is more about looking back and using this time to review your business practices, policies and procedures, and learn from the mistakes and errors made in 2017, or the different choices we could have made to raise the bar, increase occupancy, reduce/review expenses, and therefore increase our profit and the sustainability of our business.

Last year we personally required the services of a real estate agent. We commenced the process by checking on three possible agencies. We evaluated them on their offices and our initial perception; their front person and the welcome we received; the agents themselves and their industry knowledge; their systems; advice from our accountant on the information provided by the agency.

This procedure, I imagine, wouldn’t be any different from that of our prospective customers when evaluating our facilities, even on a subconscious level. So perhaps our resolutions for 2018 should contain the following:

1. First impressions — Look at the outside of our office, the carpark, gardens and outward appearance. Are these clean and tidy, and do they require a fresh coat of paint? Spending a little money here is a worthwhile investment and is an easy item to add to the manager’s checklist. This is “management by the front door”.

Malcolm Collins FAPI MPINZ

Collins & Associates undertakes valuations, demand studies, operational and benchmarking reviews and property research using over 25 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.

Valuations | Self Storage | Property Consultancy m: +61 412 476 554 or p: +61 3 8456 5134 Suite 7, 2 Gilda Court Mulgrave Vic 3170 ABN 96 940 964 372 e: malcolm@malcolmcollins.com www.malcolmcollins.com

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Insider Mar-Apr 2018

2. Staff — Staff need to be totally focused from the very first contact with a prospective customer whether by phone, walk-in or email. A warm and happy greeting is vital. A neat and tidy appearance and wearing a uniform appropriately are important first impressions. A name tag assists with developing rapport. A friendly staff member is worth their weight in gold. Are they able to address the customer by name? Is the facility clean and tidy?

3. Competition — This is not just about pricing, but should include the services you offer, your value for money proposition, and also how your staff welcome potential customers. Have you objectively looked at your own procedures?

4. Technology — Every year new technology continues to

arrive, and at a lower cost (Moore’s Law). McDonald’s has touch screens available for ordering your meal, without any interaction with a salesperson. Perhaps touch screens could be available for customers to update their personal details or pay an account, while your staff members are busy signing a new customer. Review your website from a PC and/or a mobile device and include in this review the speed to download available to you. Are relevant details immediately available to the prospective customer, using the three step method?

5. Professional services — As legislation is changing and becoming more complicated, it is very hard to keep up, stay informed, and continue to make those critical decisions at the right time. Make 2018 the year to have regular meetings with your professional advisors and continue to be informed.

At this time, we can use this summer period to reflect on the past, look at what is being done today, and choose to move forward to a fantastic 2018. n

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Inside SSAA Susan Phillips, CEO, SSAA

The SSAA in 2018

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he team at SSAA is looking forward to another busy year ahead, jampacked with our specialists providing more advice and training, new events to be held around the country, online surveys, and the creation of additional resources for our members.

The SSAA’s first event for the year is a training session, followed by an evening Member Networking function on the Sunshine Coast in Queensland on March 15. This will be closely followed by more functions and training sessions in Adelaide on March 22 and Tasmania on April 12. To register for any of these events please go online to www.selfstorage.org.au/event and reserve your spot.

Our training sessions this year will have a bonus as we will be offering a range of topics including Legal, HR, Sales, IT and Marketing.

We will continue to add extra features to our website, including snap polls and more informative news items via the blog.

We are also planning some regional networking days, so we can meet our members who are located outside the capital cities.

Our prestigious annual convention is being held in Brisbane on August 22-24, where we will bring you an event that promises two days of excellent networking and a fabulous line-up of speakers.

As a reminder to members, please display your SSAA membership certificate and member decal at your storage facility, and if you haven’t already done so please update your website and other collateral with the current SSAA logo.

Contact JJ or Michelle on admin@selfstorage.com.au if you need assistance.

I look forward to reconnecting with many of you throughout the year and to making some new acquaintances. ■

Welcome to the March/April issue of Insider.

This is our 99th edition, so the May/June edition will be our 100th issue!

To celebrate this milestone, the 100th issue will be a special edition full of flashbacks, past articles, news and photos.

We would love you to be a part of the celebrations by contributing. Can you recall any standout articles? Do you have any stories about the magazine, or flashbacks? If so, please send it to admin@selfstorage.com.au

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Insider Mar-Apr 2018

Noticeboard The winners of the 2017 SSAA Awards for Excellence.

NOMINATE NOW FOR THE

2018 SSAA AWARDS FOR EXCELLENCE The SSAA is proud to launch the 2018 Annual Awards for Excellence.

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here are eight award categories, as outlined below. Please note that all entries must be submitted

by Friday, 22 June 2018, so don’t delay and get your entry in now. All nominees for each category of awards must have been members of the SSAA for the financial year 2017/18.

Once you have determined the categories you wish to nominate for you will need to complete the online registration form. You can find the online registration form on the SSAA website.

After your registration you will receive an email containing confirmation of your submission. Submissions will need to follow the instructions forwarded at the time of application and in the template formats provided. Ensure you submit by the due date to be eligible.

Following the submission closing date shortlisting and judging activities will commence, and the finalists will be announced in the Convention issue of Insider. The winners will be announced at the official awards ceremony on August 24, 2018, at the Brisbane Convention Centre.

For more information email the SSAA at admin@selfstorage.com.au

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The winners will be announced at the official awards ceremony held on August 24, 2018, at the Brisbane Convention Centre.

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Insider Mar-Apr 2018

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2018 Awards for excellence Categories Small Operator of the Year – sponsored by Southwell Lifts and Hoists This award is open to small operators punching above their weight, either by emulating what large businesses are doing or doing things differently. A small operator is defined as an operator who owns or operates four or fewer selfstorage facilities.

Best Expansion/Upgrade – This category is open to facilities that have expanded or upgraded an existing self-storage facility in the past two years, have gained value for money in doing so, and have tailored upgrades to suit particular needs.

Innovation/Business Initiative/ Sustainability – Expanded category This award is otherwise known as the trailblazer award, and celebrates the best of the best — the businesses creating a positive impact for customers, employees, partners and communities.

These are progressive nominees who, through the application of better solutions, are meeting new requirements, unarticulated needs or existing market needs. These nominees achieve success through their organisation’s vision for the future, and recognise the need to make workplaces and environments more sustainable places to live, work and play.

Manager of the Year – This award is for managers who exemplify the difference that great managers play in the success of their stores, who provide outstanding performance in store leadership, operational excellence, people management, financial performance and upholding company values. The manager must not have a significant financial interest (less than 10%) in the property or business.

Nominee must have managed facilities for the entire 2017/18 financial year.

Charity Initiative – New Award This new award category has been established to identify, recognise and reward the givers — those SSAA members who have undertaken exceptional work through their charitable initiatives, which may include volunteering time, partnerships, support, contributions to community groups, fundraising or donations.

Service Member of the Year – Sponsored

by Self Storage Association of Australasia Nominations for this category should include members who believe that a great customer experience is fundamental to the self-storage industry. These nominees exhibit best practice know-how, offer education and practical support, and have a recognised service standard.

The winner must have provided a product or service to self-storage facility operators in Australasia for at least 12 months.

Regional Facility of the Year – This award is open to all members of the SSAA who operate a regional business in a location 50 kilometres or more from a capital city. The judges will decide on each entry’s applicability to the regional category.

Facility of the Year – Sponsored by VBAM This award recognises those facilities that demonstrate the core values of their business, employee engagement, and is open to all SSAA members who owned or operated the facility for the qualifying period. Regional Facility of the Year Award entrants are also included in this category automatically.

Prizes include: • A bottle of champagne • A prestigious SSAA Award trophy • A framed, personalised certificate for display purposes • A copy of professionally taken photographs from the presentation, ideal for using in your own promotional program • Promotion in the post-conference issue of Insider magazine and on the SSAA website • A press release for you to distribute to your local media. ■

Calendar

UPCOMING

EVENTS

MARCH

AUGUST

This SSAA industry training day will cover legal issues, financial and business investment.

Training Venue: Novotel, Twin Waters Resort Sunshine Coast 270 Ocean Dr, Twin Waters QLD 4564 Networking Dinner Venue: The Loose Goose 3/175 Ocean Dr, Twin Waters QLD 4564

Socialising with others is a fantastic way to share experiences and extend support to the community. Join us on our first ever Members’ Day Out and Trans-Tasman Golf Tournament In Style at the Hill Stone Golf Course in Brisbane, QLD. Golf tournament, beers & BBQ, spot prizes, some time to relax before three days of convention. We have chartered a luxury coach and driver for the day.

Pick-up and return point: Brisbane Convention & Exhibition Centre.

15 Training & Networking, Sunshine Coast

22 Training & Networking, Adelaide

This SSAA industry training day will cover legal issues, financial and business investment.

Training Venue: Mercure, Grosvenor Hotel 125 North Terrace Adelaide SA 5000 Networking Dinner Venue: La Provence 125 Pirie Street, Adelaide, SA 5000

APRIL

12 Training & Networking, Tasmania

This SSAA industry training day will cover legal issues.

Training Venue: Quality Gateway Hotel, 16 Fenton Street, Devonport, Tasmania 7310 Networking Dinner Venue: TBA

21 Members’ Day Out & TransTasman Golf Championships

22 2018 Convention & Expo, Brisbane, Australia

The SSAA Convention is a three day celebration of new ideas, a chance to meet up with industry peers and witness firsthand what’s next for the industry. The 2018 Convention will bring you its best with more to explore and network, more education, behind-the-scenes venue tours, a host of networking events and more.

OCTOBER

NOVEMBER

1 Training & Networking, Perth

This SSAA industry training day will cover legal issues and digital marketing.

Training Venue: TBA Networking Dinner Venue: TBA

13 Networking Function, Wellington NZ

Training Venue: TBA Networking Dinner Venue: TBA

15 Training & Networking, Auckland

This SSAA industry training day will cover legal issues and digital marketing.

Training Venue: TBA Networking Dinner Venue: TBA

29 Training & Networking, Melbourne

This SSAA industry training day will cover legal issues, marketing and HR. Training Venue: TBA Networking Dinner Venue: TBA ■

18 Training & Networking, Sydney This SSAA industry training day will cover security and legal issues.

Training Venue: TBA Networking Dinner Venue: TBA

Insider Mar-Apr 2018

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Out & About

OUT and

ABOUT Networking Dinner Meeting, Perth

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1. Sentinel restaurant was the setting for the Perth networking dinner.

2. Shaun Bain, Keepsafe Storage, with Jason Keane of Sentinel.

3. Shay McQuade, USC, and Deborah Capelli, Oats Street Self Storage.

4. Paul Capelli, Oats Street Self Storage, with Susan Phillips, CEO, SSAA. 5. Paul Capelli, Oats Street Self Storage and Damien Gooden, HR Central.

6. Deborah Capelli, Damien Gooden and Janine Peake.

7. Nathan Rose and Tim McClements of Bunbury Self Storage.

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Insider Mar-Apr 2018

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Networking Dinner Meeting, Gold Coast 3 4

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1. Elaine Coote and Rob Smith of Lock Distributors.

2. John Stynes of Capalaba Complete Self Storage and Shay McQuade of USC. 3. Ken Snow of Regis Built and George Farkas of Safetech Lifts & Hoists.

4. Kevin Vinall, Carolyn Vinall of Ballina Self Storage Units and Ben Prasad of PTI. 5. Mark Greig of FKSL with Vicki Ryder and Brian Ryder of Coast to Coast Storage.

6. Eric Fairbairn of The Lock Up, QLD and Greg Seymour of Storage King Southport Central.

Insider Mar-Apr 2018

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Out & About

OUT and

ABOUT

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Networking Dinner Meeting, Melbourne 2 1

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1. Steve Reipsamen & Madison Molloy of Visy Boxes & More.

2. Andy Pudsmenky, Storman/Ezidebit, and Susan Phillips, SSAA. 3. Jim Morgan, Jims Self Storage, and Shay McQuade, USC. 4. Bryan Furtado, SSAA; Rob Smith, Lock Distributors; Martin Coote, Lock Distributors; Carmel Angelino, Reflections at Port Douglas; Elaine Coote, Lock Distributors.

5. Dave Sykes, Storelocal; Jason Keane, Sentinel; Will Clarke, Storelocal Northcote; Mark Greig, FKSL Management.

6. Susan Phillips, SSAA, welcoming guests for the evening.

7. Rob Smith and Martin Coote of Lock Distributors.

8. Damien Gooden, HR Central; Julia West and Joanna Wilson of Fort Knox Self Storage.

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Insider Mar-Apr 2018

Noticeboard

A VERY FRENCH

wedding SSAA legal advisor Simone Hill recently married in France. She describes her very special day, which has taken quite some time to arrive…

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fter nearly 28 years and five children, we finally tied the knot in December in Souillac, France, the village in which we lived in with our family for two years in 2011-2012.

We still own our house there (we rent the house as a holiday let) and we return every year to see friends, eat good food — the south-west of France is famous for truffles, confit, foie gras and the blackest red wine on the planet — and reconnect with our French life.

Getting married in France is hard! It was six months of paperwork (lucky we’re both lawyers) and we only received confirmation that we were “approved” 10 days before the big day.

In France, all marriages take place at the local town hall, or “mairie”.

Traditionally, the groom collects his bride-to-be from her house and they walk together with their friends and family to the mairie.

As we have been living together for 22 years, we set off together for the short walk — in pouring rain. Our family and friends were soaked. We were soaked. Umbrellas blew inside out. It was freezing cold. Thankfully, in France it is considered very good luck if it rains on your wedding day. They have a saying which translates as “Rainy wedding, happy marriage”. We must be going to have one of the happiest marriages on the planet, as not only did it rain but the Dordogne River which runs through our village broke its banks and

flooded the town later in the day.

Our celebrant — a lovely woman we knew when we lived in France — made a beautiful speech in English before the ceremony, and then we plunged entirely into French for the ceremony itself. Our eldest children, Bea and Oscar, were our witnesses; it was a real family affair.

We were presented with our Livret de famille, a formal booklet which is not only the wedding certificate but also like a family record, with space to record the birth of up to eight children — clearly we were not trying hard enough, with just five children.

After the ceremony (and more running through the rain) we all returned to our house for a day of eating oysters, foie gras and quail, drinking champagne (champomy for the kids — it’s a very French thing — non-alcoholic champagne in a champagne bottle with a champagne cork made especially for children), and of

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Thankfully, in France it is considered very good luck if it rains on your wedding day. They have a saying which translates as “Rainy wedding, happy marriage

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course the traditional French wedding cake, croquembouche.

Traditionally in France, the husband and wife must simultaneously bite into the cake and eat the top two glazed profiteroles from the very top without using their hands — great fun.

Finally, and perhaps most importantly, we were required to update the signage on our letterbox. It is a legal requirement in France to have your name on the letterbox, and la Poste can (and has, in our experience) refused to deliver unless this is complied with.

We enjoyed a short honeymoon in Paris sans enfants. ■

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Insider Mar-Apr 2018

Flashback

JIM MILLER

reminisces Jim Miller with fellow SSAA life member Liz Davies.

Joe Barbaro of Homestead Press looks back to issue 32 of Insider magazine, from August 1999, and points to an interview with SSAA founder and life member Jim Miller.

Even though published nearly 20 years ago, Jim’s responses to questions still have currency today. We republish the interview here.

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he Association’s “Founding Father”, Jim Miller, who recently sold Millers Self Storage to SC European Realty, addressed the June quarterly meeting of NSW members in Sydney, and attempted to answer many of the questions that had been put to him over the years.

 How did you get into the self storage business?

I came to Sydney to work with Richardson & Wrench as an auctioneer. I then went to Raine & Horne. In 1975 I set up my own real estate brokerage in the city. Later that year I went to the USA looking for some form of real estate with a cash flow that was not being done in Australia.

A contact in Houston, Texas, showed me some self-storage facilities that he had. They looked like a good idea to me and I hadn’t

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seen any in Australia. It was a completely new idea in Australia, and you can imagine the trouble I had trying to convince people to lend money for its development.

Therefore I went out and traded real estate until I built up some capital.

My first one was Mini Storage Pyrmont, in Bunn Street. This site has since been sold for residential redevelopment, which illustrates the point that you must always buy a good site. In 1976 I took a residual lease on some land at St Leonards and set about preparations. I believe that the ad I put in the Yellow Pages was the first one for self-storage in Sydney. Although there was no facility, the number of calls received showed that there was a demand for self-storage and, as I kept putting the price up, helped determine what people were prepared to pay for it. It was market research by default.

There is no room for second-raters in this business.

There are huge opportunities, but you need to get your site right, your facility right, your structure right and your finance right.”

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Insider Mar-Apr 2018

 How did you finance it?

Obtaining finance has always been difficult, although more so in those days than now.

The Association has done a fantastic job making the lending institutions and valuers aware of the industry. They have now accepted that self-storage is an industry and that it is correctly valued as a business in its own right, instead of for its alternate use.

There is now a much greater acceptance of the industry in Australia, as a result of the Association’s good work, but it is still not easy. I am pleased to say that we played our part in this process by bringing out Ray Wilson from the USA in 1995. Ray has been recommended to us as being the leading specialist valuer of self-storage in the USA. When you don’t have sufficient of your own capital, you need to either borrow or find a partner. I have had a number of partners, with varying degrees of success.

The late Rollo Glassop was an excellent partner for a number of years, until his lawyer wanted quick returns. Macquarie Investment Trust then came in as a partner.

My advice to you is to never regard any venture capital source as a partner, in the usual sense of the word. They are really only financial facilitators. Their goal is to take advantage of every situation that arises, generally at your expense.

If you ever take in a partner, always make sure that you have the majority shareholding, preferably 60%, so that if you do get into trouble, you can sell some and still retain control.

 Why did you go into document storage and wine storage?

We went into document storage in 1991 on the advice of some Shurgard people in Seattle. We now have over 600,000 boxes of documents in storage, and the number is growing steadily.

The fundamental reason was because bankers knew and understood document storage. By adding it we increased our credibility with the bankers and added institutional lustre to our business.

Document storage is a different business.

It needs much more capital; you have to provide more service and it takes from three to five years to break even. You really need a large warehouse, racking, vehicles and staff for deliveries, and a computerised bar coding system.

Our entry into the wine storage business resulted from the influence of David Clarke, chairman of Macquarie Bank, who also owns Poole’s Rock Vineyard in the Hunter Valley. He suggested that we should create climate controlled storage for wine.

Although we were not ready at the time, we subsequently converted a basement in Waterloo. It has been very successful and has again added lustre to the overall business by providing us with three specialised profit centres. This has also given us cash flow diversification.

 Does TV advertising work?

Back in 1986 we built Wentworthville, Petersham and Bankstown.

Interest rates were high and we needed to lift our occupancy rate quickly. I rang John Singleton and asked him if TV advertising would increase the demand and enable us to “crank up” the prices.

Being a good salesman he said, “Sure you can, mate”.

We then spent $26,000 creating the ad and another $60,000 on appropriate time slots. It went very well and we have continued with it every year and have also increased it to twice a year.

We have proven that 15- and 30-second ads don’t work. You must use a 60-second ad with a single phone number. The ad must also be fully descriptive of the service you are providing.

 Why did you sell?

The partner that I’d had since 1989 was keen to sell. Normally this partner would only stay in investment for seven to eight years.

Therefore I had the option of either saddling my family with a huge debt in order to buy out the partner myself, or selling out completely.

We looked at making a public offering and had selected Merrill Lynch, but we pulled out of it when they changed the valuation. The Ausdoc became interested. Finally, Burdett, Buckeridge and Young introduced SC European Capital, who made an offer in April, 1998.

It took until December 1998 to consummate the deal.

I did what I set out to do. I built a business which gave me enough to enable me to return to the bush and run a few cattle.

The challenge of passing on a company for it to be run by the family was obviated. My two sons are still in the company and I believe that we will be better able to maintain the family’s net worth this way.

And, it was a good price.

 What are the more significant things that have happened in the industry?

The most significant thing was the commencement of the Association in 1990. It started because of some attention from unions in Victoria and the need to block the imposition of Stamp Duty in Queensland.

We have been particularly fortunate in having had Warwick Black, then Barbara Hart and now Don Seton Wilkinson playing leading roles in the development of the Association. This has been an outstanding move as it has put structure, stability, organisation and profile into the industry. We have been lucky enough to get good people to run the Association.

I think the SSAA is a role model for what an industry association should be, as there are so many other industry associations which are weak at the top, and that weakness flows through to performance in the field. A lot of thought will need to be put into the replacement of Don Seton Wilkinson, when he decides to retire.

The industry has also had the benefit of my 25 years of going to the USA and bringing back ideas.

 What about the future?

This industry has extraordinary growth potential, but only if it is managed correctly. Anyone who decides to build a facility cheaply, or in the wrong location, will perish in the long run. The pace of change is accelerating and where you could get away with some things ten years ago, you won’t be able to in the future.

There is no room for second-raters in this business. There are huge opportunities, but you need to get your site right, your facility right, your structure right and your finance right.

Ad hoc operations have worked in the past. However, newer operators with better sites, better facilities and better marketing will relegate many existing operators to second-rate returns and even make it difficult for some to survive.

You need to make sure that you have an exit strategy.

Keep looking inwards at the way you are operating and keep lifting the bar for your performance. Never become complacent just because you are near 100% occupancy. That’s when someone will come galloping along behind and overtake you.

 Where is Millers heading now?

Millers is now part of SC European Realty, a real estate investment company founded in 1990, listed on Wall Street and valued at $US24 billion. It owns 47% of Storage USA and has 60 sites in the UK. Its objective is to build a bigger operation through equity and borrowings. It may eventually expand into south-east Asia to link with the European operation.

Major expansion will take place in Sydney, Brisbane and Melbourne, either by acquisition or construction. We will not be looking at sites in provincial centres.

 Have you any final piece of advice?

You need clear goals and objectives to get you up each morning.

Everyone in your organisation must have goals and objectives to keep the whole organisation going well. ■

understanding, creating printing solutions.... ....a printer who knows self storage! putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 fax: 02 62994200 email: printing@homesteadpress.com.au SSAA member Since 1999

www.homesteadpress.com.au

Insider Mar-Apr 2018

17

Cover Story

The Centreforce team.

INSIDE THE

CENTREFORCE FORCEFIELD Centreforce’s continuing domination of technology in self-storage comes down to the company’s expert staff. Insider talks to Centreforce director Dallas Dogger.

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he SSAA Service Member of the Year Award was won in 2017 by the Centreforce Technology Group for the second time in three years.

Let’s get under the bonnet and see what makes one of our longest running service members tick.

Centreforce has been operating since 2000, after starting a few years earlier under a different name. Director Dallas Dogger has taken the company from humble beginnings to one of the world’s best in product development and service

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Insider Mar-Apr 2018

to self-storage clients, with 17 staff working in the offices at Loganholme.

Turn your minds back to 2008. Selfstorage was in crisis mode for suppliers after the GFC. No one was buying anything.

Even the customers who didn’t pay were not buying.

At the time Centreforce represented Storman. That arrangement ended in 2007, and after a period of review new options for software presented themselves. Dallas worked with the SiteLink team based in North Carolina, and work began on localising the software. So the SiteLink journey began.

Dogger understood very early that the internet would empower self-storage businesses to flourish and make new inroads into selling spaces. Working with SiteLink’s head office, SiteLink Web edition added many new features, with many pioneered by local users. He had sold software since the early ’90s and understood what it takes to get good software out to sites. There was really only one company that could step up to the challenge.

Since the business’ foundation, developing websites has became an additional focus. A tough decision was made to move out of the security side of self-storage after handling many complete door arming and CCTV solutions, and concentrate on web development.

Integration was an important aspect of development and as the web side of the business grew, so did the need for specialists to deliver the solutions.

 Keeping it in the family

Dallas Dogger is proud of the fact that his wife and two of his three sons work in the business. Therese is the accounts manager, and wrangles all the invoices and payments — no easy task given the many hundreds of customers.

His son, Michael, started at the bottom doing tech support for SiteLink customers. This was an ideal grounding for him, providing a full understanding of how software works. With a flair for programming, he developed Centreforce’s online move-in system called RapidStor.

Fully designed and coded in-house, this

“ Keith Edwards presents Curt Dogger with the Service Member of the Year Award in 2017.

Using software should be simple, and success should be the primary result from the use of technology.

”

application uses SiteLink’s API to display available units for rent, giving renters the choice to rent or reserve and pay for their new space.

Capital Self Storage in Canberra was the first facility to try RapidStor. It was installed on the company’s website late one morning and within 45 minutes, one of the stores had its first online move-in.

 History made

No one had made online move-ins work anywhere else in the world. RapidStor has gone on to become the leading tool in Australia for online move-ins, with over 9,000 completed.

Dallas Dogger’s other son, Curtis, also worked his way up from humble tech support beginnings. Curt handles the website and many SiteLink sales, and after working in self-storage renting spaces he understands the issues confronting customers.

“Over the past 17 years, we have seen a big change in the needs of our customers,” said Dallas Dogger. “Early on it was all about tech support. For many non-Centreforce customers today, their self-storage daily activity is dominated by minor technical issues which often drive them mad. We work to make that a thing of the past.

“Using software should be simple, and success should be the primary result from the use of technology. Many still focus on tech support as a key criterion for their software purchase.

“Buyers must be satisfied that they will get help when needed. We take calls or emails, or some even just drop in — we help them all.

Dallas Dogger receives the 2016 Service Member of the Year Award from chairman Keith Edwards.

“There will always be technical issues, but the old days of continual software issues are well behind us. The days are long gone when we get calls every day on the basics. Over 98% of support is ‘how do I do this or that?’.”

Dogger believes strongly in empowerment. Giving self-storage owners and managers great operational tools has been his focus since entering the selfstorage technology business in 1994.

Last year Centreforce created a new e-learning framework called “SiteLink Certified Professional”. This online package is designed to train new and existing staff in how to use SiteLink and how to use its advanced features.

“We want self-storage staff to be professionals and have a defined level of operational skills. The idea that a new selfstorage staff member can just fumble their way along without guidance is no longer ideal. In the old days you could get away with just about anyone behind the counter, but most self-storage businesses take renting space seriously, so competing with the sharpshooter down the road is not as easy as it was,” Dallas Dogger said.

Owners can have confidence that their staff know their skill level, with each member receiving a badge and certificate.

This is one of the few real qualifications available in self-storage. The online

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Cover Story

Curt Dogger.

“

Michael Dogger.

Dallas Dogger.

Dogger sees a more connected future with more automation of tedious tasks, and even having a website conducting the initial sales process.

program has been rolled out in Australia and the USA, with over 1,000 enrolled, and all attaining SCP status.

“Our self-storage world has progressed so far in 24 years. From humble DOSbased software to the latest version of SiteLink’s new MyHub web browser, users have so much more versatility than in 1994,” he said.

The company bristles with high-tech equipment, including high level access control and CCTV to protect the premises owned by the company and the latest in computer technology. Staff have the latest tools to do their job.

“Staff cannot be utilised to their full potential with hopeless tools. You cannot build the Pacific Highway with a Bobcat; you need the right gear,” commented Dallas.

Getting creative Another facet of the business is R6 Marketing. “Centreforce grew up with the internet and we are very proud of our creative team, led by Jake Hart, grandson of the famous artist Pro Hart. Jake guides the creative development of websites and the integration to other platforms.

He has several designers, and his brother Harry, another gifted young guy, leads our paid advert campaigns. As Google and Facebook partners, R6 Marketing creates custom marketing campaigns with some customers having record move-ins.

“Chris Vanek is head of our digital department. He ensures all the cogs in our 10+ servers, which host close to 500 websites, run smoothly. He is our process man. If he can find a way to shave five minutes of a process he will!

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”

“We have a team of software engineers headed by Michael Dogger, who is also our general manager. We take on many custom programming assignments for local selfstorage sites and groups, and even for US suppliers. Our self-storage knowledge is in demand for programming.”

Data analytics is shaping the future direction of self-storage. The industry is challenged regularly by disruptors wanting a slice of the lucrative self-storage pie.

Increasingly, data are being used to make pricing decisions for new and existing spaces.

Pricing is now fluid and dynamic, depending on supply, location and competition.

New software choices like Storage SiteLink certified staff receive their diplomas.

Income Pros and District Manager software analyse data in real time, making adjustments to rates in real time. This is not new — airlines and hotels have done this for many years and self-storage has the same capability.

It’s a new mindset — traditional pricing models are now out of date.

What does the future hold for self-storage operators in the tech space? Dogger sees a more connected future with more automation of tedious tasks, and even having a website conducting the initial sales process.

“That might sound a bit way out, but we have the tech now to answer most selfstorage questions in an automated way and that tech is developing,” said Dallas Dogger.

He added that there will still be a role for staff at sites, but the role will evolve into one of customer assistance rather than handling of the complete process.

Automated move-ins and regular

The Centreforce tech team in action.

transactions will remove much of their existing roles.

Other industries have already moved into more holistic customer-centric roles. Basic administration, like renting a space and moving out, will be done electronically.

These systems are here now and are evolving. Renting a self-storage space right now for SiteLink and R6 customers is a few minutes on a mobile or a tablet.

These changes are reducing operational costs, and self-storage operators can focus their attention on marketing and product delivery.

New marketing partnerships will be forged, with new ways of attracting customers to your brand.

The future is very bright for self-storage businesses. Dogger says that a new generation of tech savvy, connected staff and customers will take self-storage to new levels of technical and marketing innovation.

Selling space is not what it used to be.

Customers, especially groups, are doing a great job in lifting their own technology skills and the industry is changing almost daily. The industry is maturing.

“

Selling space is not what it used to be. Customers, especially groups, are doing a great job in lifting their own technology skills and the industry is changing almost daily.

”

 What’s the future for Centreforce?

“One thing is for certain — customer service combined with new technologies, great web, online marketing and social media presence will define how self-storage competes,” said Dallas. “We will be there with the best tech to deliver new levels of value for self-storage operators.

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

YOUR TRUSTED STORAGE PARTNER

“Proudly, the Centreforce Technology Group is a family business, and while family members work every day we value our staff and they are part of the Centreforce family too. Over 17 years, we have many suppliers and customers whom we can call family too.

“Expect to say ‘wow’ anytime soon.

You never know what we are about to release.” ■

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

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Market Analysis

Mel used a pic here that we would need to purchase. I found this one that we have the rights to use. Is this ok?

URBIS STORAGE

INDEX NOW INCLUDES PERTH Urbis has expanded its reach and analysis of the Australian self-storage industry for participants in the west.

U

rbis has announced that the Perth metropolitan self-storage market will be included in the Urbis Storage Index (USI). The city was included from 31 December 2017.

The Urbis Storage Index has monitored the self-storage industry in Australia and New Zealand since June 2008. The Urbis Storage Index was introduced following the global financial crisis (GFC) to provide greater understanding of the self-storage industry, particularly to external stakeholders such as finance providers, analysts and investors, and to enable self-storage operators to benchmark the trading performance of their self-storage facility.

The Urbis Storage Index tracks the selfstorage performance of nine geographic zones, and recognises the material variations between different metropolitan locations, including the: • Sydney Inner Zone; • Sydney Outer Zone; • Melbourne Inner Zone; • Melbourne Outer Zone; • Brisbane Inner Zone; • Brisbane Outer Zone; • Auckland Zone; • East Coast Australia Zone (Sydney, Melbourne and Brisbane); and • Australia and New Zealand Zone.

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The Urbis Storage Index analyses the movement of the self-storage industry through three primary performance measurement indices. These include: • the Storage Fee Rate (SFR) index – the total accrued monthly revenue (excluding GST) as at the respective index date for all self-storage facilities included in the zone, divided by the total area of occupied storage space measured in square metres for all self-storage facilities included in that zone. The monthly storage fee rate is then annualised to produce a weighted average annual storage fee rate as at the index date; • Area Occupied (AO) index – the total storage area occupied, in square metres, for all self-storage facilities in each zone divided by the total storage area available in square metres for all self-storage facilities within each zone; and • Monthly Revenue (MR) index – the total accrued monthly revenue (excluding GST) as at the index date. The monthly revenue index is effectively a function of the above two indices, as it is a product of the total storage area occupied and the achieved storage fee rate.

Because storage fee rates and area occupied during the occupancy buildup of a self-storage facility following the commencement of operations can fluctuate appreciably, the Urbis Storage Index only includes self-storage facilities classified as “mature”, which are usually defined as a self-storage facility that has reached a sustainable occupancy level (currently or in the past) and is no longer considered to be occupancy build-up.

Adding a new zone, the Urbis Storage Index requires a representative sample of the self-storage market in that area of typically more than 10%. Urbis announced that this threshold was achieved for the Perth Zone following the commitment of 17

Tim Creighton of Urbis.

self-storage facilities (to date).

The Urbis Storage Index publishes aggregated data and does not identify the individual trading performance of any self-storage facility. Financial trading detail provided remains strictly confidential. The continual biannual release of the Urbis Storage Index is dependent on the ongoing support and trust of all participants.

Urbis has expressed its appreciation to all participants for their contribution to the Urbis Storage Index, and recognises the efforts of SSAA board member Shaun Bain of KeepSafe Storage in the addition of a Perth Zone for the Urbis Storage Index.

The latest Urbis Storage Index (as at 31 December 2017 and including Perth) was released in February. If you wish to receive a copy of the Urbis Storage Index, please contact Tim Creighton to be placed on the Urbis self-storage mailing list. n

Tim Creighton M: +61 424 150 994 E: tcreighton@urbis.com.au

New Service Member Profile

ORBITZ LIFTS SELF-STORAGE TO

NEW HIGHS

The Orbitz Elevators team.

Orbitz Elevators is now a proud Service Member of the Self Storage Association of Australasia.

I

t all started with a dream and a vision, to deliver a level of service the elevator industry had not seen before. Throughout his career working for major elevator companies across the UK and the South Pacific, Jonathan Dwayre identified gaps in the market where professionalism and customer satisfaction were lacking in the industry.

He established Orbitz Elevators Pty Ltd in September 2014 with a credit card and a van, determined to set an example for the industry by delivering superior customer service that exceeded client expectations, which is now known as “The Orbitz Experience”.

Jonathan’s customer-centric business model led the organisation to exponential growth, which now employs over 50 employees across Australia and Papua New Guinea. With proven results, Orbitz Elevators has recently been recognised for significant growth within the industry by being awarded the Gold Coast’s Best Emerging Business. The award was presented by the Gold Coast Business Excellence Awards, the region’s most comprehensive and prestigious business awards scheme.

Orbitz Elevators proudly offers high quality European engineered elevators for the self-storage industry across Australia.

“We have installed numerous lifts for many industry giants, and we are rapidly building our reputation for having fast and reliable elevators. We are preferred suppliers for many self-storage facility designers, operators and owners, and we will continue to provide leading vertical transportation solutions for the self-storage industry,” said Jonathan Dwayre.

In recent years, Orbitz has built a strong reputation for delivering superior customer service with flexibility and professionalism. With over 500 years’ collective industry experience, Orbitz Elevators has the proven capacity to provide knowledgeable and experienced personnel for a complete range of products and services.

If you require further information on Orbitz Elevators or its product range, contact the company with any enquiries and a lift professional will assist you.

“We are very excited for the upcoming year and we look forward to meeting you all!” said Jonathan Dwayre. ■

Orbitz was thrilled to win the Gold Coast Best Emerging Business Award.

“

Orbitz Elevators has the proven capacity to provide knowledgeable and experienced personnel for a complete range of products and services.”

”

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HR Management

CASUAL EMPLOYEES

HR Central’s Leisa Rennie.

GAIN NEW ENTITLEMENTS

Casual employees have been awarded new entitlements which could affect selfstorage operators. Leisa Rennie of HR Central advises all SSAA members to stay informed of these changes.

A

s of January 1, 2018, the Fair Work Commission introduced certain changes to overtime rates and shift entitlements for casual and part-time employees in some awards.

Overtime provisions for casual employees will affect SSAA members who employ staff under the General Retail Award 2010. The overtime provision in a number of modern awards has been altered so that casual employees are now entitled to receive overtime penalty rates, like full-time and part-time employees.

Casual employees within the affected awards will now be entitled to overtime rates for each hour worked in excess of the ordinary hours, either in a day or week. Furthermore, in some cases a casual employee may also be entitled to overtime rates if they work outside the span of ordinary hours.

Casual employees receive a higher hourly pay rate than full-time and part-time employees. This is called a “casual loading”, and is paid to those employees because they don’t receive benefits such as sick or annual leave. When calculating overtime rates for casual employees, the employee’s base rate should be used (including the 25% casual loading).

We recommend downloading the General Retail Award 2010 Pay Guide, which outlines all applicable rates of pay.

These changes will apply to the following Modern Awards: • Fast Food Award 2010; • General Retail Industry Award 2010 (relevant to SSAA members); • Hair and Beauty Industry Award 2010; • Hospitality Industry (General) Award 2010; • Registered and Licensed Clubs Award 2010; • Restaurant Industry Award 2010.

“

It is important that as an employer, you have a clear understanding of the difference between a casual employee and one that is part time.

”

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In addition, changes were made to increase flexibility for part-time rostering. However, this update doesn’t apply to a modern award having an impact on SSAA members.

It is important that, as an employer, you have a clear understanding of the difference between casual and part-time employment.

A casual employee is an employee who: • has no guaranteed hours of work; • doesn’t receive paid sick or annual leave entitlements; • has no ongoing expectation of work; • receives a casual loading (a higher hourly pay rate) in lieu of receiving any leave entitlements; and • typically works irregular hours (but can work regular hours).

A part-time employee is an employee who: • works, on average, fewer than 38 hours per week; • usually works regular hours each week (now changed to “guaranteed hours”); • is entitled to the same benefits as a full-time employee, but on a pro-rata basis; and • is a permanent employee or is on a fixed term contract.

It is important that these changes are adhered to so no SSAA members face fines or disciplinary action as a result of incorrect payment including entitlement payments, and employee type classifications.

As an example, Fair Work Australia announced in January that an employee classified under the General Retail Industry Award 2010 was back paid $19,000 in termination entitlements including accrued annual leave and long service leave as prescribed by the General Retail Award.

If you have any questions or concerns regarding these changes, or around whether or not your employees are classified correctly and are therefore paid correctly, as an SSAA member you are entitled to call the free HR helpdesk service on 1300 01 SSAA (1300 017 722).

An HR specialist will be at hand to advise you and answer your enquiries/concerns. ■

New Service Member Profile

PUTTING YOUR BEST

FOOT FORWARD “

Hunt & Hunt has a long history of advising clients ranging from some of Australia’s largest … companies to … family owned private businesses.

”

W

e all know people and businesses use self-storage for a variety of reasons. At some stage people will move home, downsize or they may decide to pack everything and go travelling. For businesses selfstorage is a safe way to hang on to archive files, equipment, and seasonal or excess stock. Whatever the reason, members are well aware of the market in which they operate and tailor their business to understand their customers’ needs.

However, members may not be fully aware of the risks to their business, what they can do to prevent major events from occurring, and what to do if something unfortunately does go wrong.

To make the best possible decisions and manage those risks you need expert and tailored legal advice. Hunt & Hunt is a full service law firm able to manage all legal aspects of your business, including commercial contracts, employment law, leasing contracts, abandoned property, asset and liability issues, and even dealing with crime attached to storage facilities. Our lawyers will work closely with you to deliver astute advice that is relevant to you and your business.

Hunt & Hunt has a long history of advising clients, ranging from some of Australia’s largest, most successful and fastest growing companies to small and medium sized, family owned private businesses.

The firm was established in 1929 by brothers Hector (Bob) and Edward (Ted) Hunt and started out as an insurance and conveyancing law firm, just as Australia was entering the Great Depression. In the years leading up to World War II, Hunt & Hunt expanded its Sydney office. After the war, migrants arrived and settled in Sydney, starting a period of post-war prosperity that saw the firm grow rapidly. Over the following decades, Hunt & Hunt expanded interstate and overseas by acquiring smaller practices and entering into strategic alliances.

Today, Hunt & Hunt has a strong national footprint with approximately 200 staff, including 36 partners. Hunt & Hunt is the exclusive Interlaw member firm of Australia. Interlaw is the preferred law firm network for companies doing business internationally.

Hunt and Hunt is proud to be a service member of the Self Storage Association of Australasia (SSAA). If you have any questions about your business we encourage you to call us on 03 8602 9200. ■

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Special Promotion

TAKING SECURITY TO NEW

HEIGHTS IN 2018 Self-storage facilities should gear up for cloud based security software to stay ahead.

N

etflix has been called the world’s largest cloud-based commercial operation. Launched in 1998, it sold and rented DVDs by mail, then streamed content directly to consumers from 2007 until 2016, when the company finalised its seven-year migration to a fully cloud-based service.

While Netflix may be among the largest companies to migrate to cloud-computing, the benefits of doing so can be enjoyed by businesses of any size. Cloud-based computing offers reliability, scale, security, rapid deployment and lower costs, and will undoubtedly have a major impact on self-storage operations.

Cloud computing stores, manages and processes information remotely. Users access their information through the internet instead of housing it on a local server or personal computer. Cloud service providers require users to sign a service level agreement (SLA) that defines the services they use.

Cloud computing characteristics include: • on-demand self-service – customers can establish new users and new services without involving the service provider; • broad network access – services are available over the internet; • pooled resources – customers share resources that are accessed as needed; • rapid elasticity – services can expand or contract quickly and as needed; • measured service – customers only pay for what they use.

There are different service models for cloud computing: • Software as a Service (SaaS) – examples include email, customer relationship management (CRM) and cloud storage.

• Platform as a Service (PaaS) – examples include websites and web applications; • Infrastructure as a Service (IaaS) – examples include storage discs, servers and network equipment.

Cloud computing can be deployed as: • a private cloud – a service for one user; • a community cloud – accessed by a group of people; • a public cloud – used by the general public; • a hybrid cloud – private, community or public clouds used in combination.

Cloud computing is growing exponentially. The Gartner research firm reports that SaaS has grown faster than expected, with worldwide SaaS revenue in 2017 increasing by 21% to $US58.6 billion.

Because cloud solutions are scalable, accessible, reliable and cost-effective, PTI Security Systems expects businesses will continue

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to adopt cloud-based computing at accelerated rates as above.

And as cloud solutions become more efficient they have also become more secure. Gartner stated in its 2017 report that the security of data in the cloud equals or exceeds the levels most businesses are able to achieve with their on-premise IT operations.

Some computing applications used by self-storage operators will certainly migrate to the cloud in 2018. Franklin Young, CEO at PTI Security Systems, noted that facility operators will benefit from cloud-based security and controller software.

“We want to make our software available on the cloud so it is easier to use and more reliable,” he said. “The cloud is a natural fit for the software our customers use for access control, site security and facility management. If you’re already using apps like Gmail, Spotify, Facebook and PayPal, you’ll find our cloud-based software will be equally intuitive, seamless and simple.”

 PTI CORE offers new efficiencies

PTI CORE is a revolutionary new cloud software platform created specifically for self-storage owners and operators. PTI has teamed with Banyan Hills Technologies to bring an end-to-end IT platform to the industry.

This new platform will enable PTI customers to: • centralise all property access control and security system data through a single cloud management platform; • reduce their dependence on on-property software/hardware needs by migrating these capabilities to the cloud; • monitor, alert and notify all on-property device management systems in real time; • improve their reporting and analytics with real-time and ondemand reporting capabilities; • increase their ability to perform proactive maintenance prior to property system and device failures occurring through predictive analytic capabilities; • share data across other systems within an operator’s environment using cloud-based integration capabilities; • improve their remote management capabilities to reduce the need for onsite support; • use emerging technology capabilities within the self-storage industry more readily; • Simplify their software update and distribution capabilities for more frequent and less disruptive upgrades.

 What does CORE mean?

Franklin Young said CORE has two meanings. CORE was created with CORE self-storage business needs in mind, and CORE is also an acronym for Centralised Online Real-time Enterprise.

PTI CORE is currently in early beta testing. The company expects that PTI CORE will be available for general release in the first half of 2018.

PTI Security Systems will be updating its website homepage and social media pages, and sending email updates to subscribers as they become available.

Leading supplier of

GOODS HOISTS FOR SELF STORAGE

Call us today on

1800 244 787 Pleased to announce our Principal Partnership with Self-Storage Association of Australia

sales@southwell.com.au www.southwell.com.au

Members’ Legal Forum

MAKING SURE IT’S

A PRIVATE MATTER New privacy laws and compulsory data breach reporting obligations have been introduced. What do they mean for your facility?

O

n 22 February 2018 amendments to the Privacy Act came into force across Australia. The amendments impose mandatory investigation and notification obligations on various “organisations” (hereafter organisation), namely: • businesses with a greater than $3 million annual turnover, • health service providers, or • those trading in personal information.

Many members will therefore need to comply with these new requirements.

 What do the new amendments do?

The amendments to the Privacy Act require notification of certain “eligible data breaches” (see below for definition).

Where there are “reasonable grounds” to believe there has been an eligible data breach the organisation must, within 30 days of when they first become aware of the suspected breach, undertake a reasonable and expeditious assessment of the potential breach.

When it is determined that an eligible data breach has occurred, the data holder is required to report the breach to the Office of the Australian Information Commissioner and the persons at risk of serious harm from the breach (ie. the persons whose information has been lost, released, obtained, etc.).

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Failure to comply, either by not investigating or not reporting, may result in civil penalty orders of up to $360,000 in the case of an individual and $1.8 million for a company.

Complaints about a suspected breach can be taken directly to the Commissioner by an individual.

 What is an “eligible data breach”?

An eligible date breach is considered: • any unauthorised disclosure of or access to personal information OR • loss of information in circumstances likely to lead to unauthorised disclosure or access to personal information, where a reasonable person would conclude there is a likely risk of serious harm to the individual/s arising from the disclosure or access.

Data breaches are not only aimed at malicious or malevolent attacks, such as might occur when you have a cyber attack and customers’ details are stolen or copied. Data breaches also extend to erroneous or non-intentional behaviour and activities, such as when a staff member accidentally provides information which is in effect a data breach.

The accepted scope of the term “data breach” is very broad, and is likely to apply to any loss, use, misuse, modification, disclosure or interference with personal information without prior authorisation.

Practical examples of a data breach might include: • a staff member takes a USB home containing all the financial information about your storers and loses that USB; • a storage account is sent to the wrong storer; • reading a storer’s email or text requests for an extension of time to pay in a public place where others may be able to see the information (including using non-secure wireless connections); • leaving completed storage agreements out on the counter where the public might be able to read the details recorded; • allowing staff members to access information not relevant

person who answers that the storer is overdue might be considered seriously psychologically or even potentially economically harmful.

 Exceptions

“

Members are encouraged to ensure they are using up to date Privacy Documents as issued by the SSAA.

”

A breach must be unauthorised. Hence, when the storer has provided you with the name and contact details of an Alternate Contact Person, it is not a breach to disclose to that person that the storer is in arrears. The SSAA’s Privacy Documents set out in detail that various information will be disclosed to the ACP, including the nature and extent of arrears. On the other hand, as raised above, disclosing that the storer is in arrears to their employer is not an authorised disclosure.

Taking immediate remedial action to avoid serious harm when a breach is identified may also allow the organisation to avoid the need for notification. This might include when the storer’s account is accidentally sent to the wrong email and the recipient is immediately contacted by the facility and agrees to destroy the email without opening or reading it.

 How does this impact on selling up?

It is likely that this legislation will have an impact on the method and practicalities of selling up. The SSAA has consistently advised members NOT to offer for sale items of a sensitive or personal nature. Obvious examples here include medical and financial records, passports and so forth. Although the agreement includes terms authorising the facility to sell or dispose of any items within the space upon default, we are yet to see how these clauses will interplay with amendments to the Privacy Act. At a minimum, members are again urged to ensure any boxes or bags or other enclosed items that are offered for sale are first sorted through to ensure they do not contain personal or sensitive items. This is particularly important when the items containing personal information belong to a third party who is not the storer, such as when an accountant or doctor is storing files with you.

 What should I do? to their employment position, such as allowing the grounds maintenance employee access to storers’ payment records; • a breach of any cloud based storage of storers’ information (including email, accounts records (ie. Xero) or software management data (ie. StorMan and SiteLink).

 Personal information

What is considered personal information is very broad. It includes very clear examples, such as “sensitive information” (information or opinions about an individual’s racial or ethnic origin, political opinion, religious beliefs, sexual orientation or criminal record), health information, credit information, employee record information and tax file number information.

However, the definition also captures wide and varying information such as telecommunications metadata (who called whom, when and from where, for example), information that identifies a person or even identifies aspects of a person’s private life, work habits or family life — this might include a person’s home address, marital status and family size, for example.

 The breach must be “likely” to cause “serious harm”

The test here is the reasonable person test. Would a reasonable person conclude that the breach will cause serious harm? Harm is not defined within the amendments, but is taken to include physical, psychological, emotional, economic and financial harm.

In assessing whether harm is “serious”, factors for consideration include the nature of the information, whether information was encrypted and the strength of that encryption, and the nature of the harm likely to arise.

Hence, providing a storage fee payment receipt to a storer’s violent ex-boyfriend whereby that receipt contains the storer’s new address might result in serious psychological or even physical harm for the storer. Or calling a storer’s workplace and advising the

Members are encouraged to ensure they are using up to date Privacy Documents as issued by the SSAA. Undertake a review of privacy policy and procedures within your business. How is data recorded, stored and accessed? Are staff aware of their obligations?

It would be sensible for members to draft a Data Breach Response Plan. How will you handle a breach? Who will investigate? Are your staff aware of what is considered a reportable breach?

Members are also encouraged to ensure they use legitimate and reputable service providers when storing any data in the cloud — remember, it is your obligation to ensure that offshore providers are handling private information in accordance with the Privacy Act.

 Where can I get more information?

The Office of the Australian Information Commissioner (OAIC) offers excellent guidelines and provides detailed information on many aspects of Privacy Law. See the website https://www.oaic.gov. au under: Agencies and organisations>Guides

 What is the New Zealand position?

New Zealand privacy law does not currently have mandatory reporting requirements and is not affected by these changes to Australian law.

However, the New Zealand government is proposing to update the NZ Privacy Act 1993 on the back of recommendations made by the NZ Privacy Commissioner in his recent review of the current legislation. The reform proposals include stronger powers for the Privacy Commissioner, mandatory reporting of privacy breaches, new offences and increased fines.

The reform should bring NZ data protection legislation in line with new international legal frameworks like the European Union’s General Data Protection Regulation.

The NZ Ministry of Justice, which is responsible for the proposed legislation, indicated that a Bill amending the current Act was likely to be introduced to Parliament in 2017 but it appears now that this will happen in 2018. ■

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TRADE

DIRECTORY Design & Construction Services & Suppliers  STORCO STORAGE SYSTEMS Jacob Layton T: 02 6391 2800 E: sales@storco.com.au W: www.storco.com.au

 SOUTHWELL LIFTS AND HOISTS David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au

 UNIVERSAL STORAGE CONTAINERS (USC)

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

 Kiwimark Construction Ltd

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

 Orbitz Elevators Pty Ltd

Jonathan Dwayre T: 1300 851 554 E: info@orbitzelevators.com.au W: www.orbitzelevators.com.au

 RegisBuilt Group

Anthony Regis M: +61 423 083 321 T: 1300 388 224 E: anthony.regis@regisbuilt.com.au W: www.regisbuilt.com.au

 Safetech Lifts & Hoists

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

 BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au W: www.aimhire.com.au

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

 B & D Australia

Management Services

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 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

30

Trusted suppliers to the self-storage industry

Insider Mar-Apr 2018

 Bishop Collins Pty Ltd

Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au W: www.bishopcollins.com.au

 Box Commercial Estate Agents Robert Stanley-Turner T: +61 3 9410 0388 M: 0418 98 2000 E: rob@boxcom.com.au W: www.boxcom.com.au

 Collins & Associates

Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com W: www.malcolmcollins.com

 Colliers International Holdings (Aust) Ltd Dylan Adams T: 02 9257 0222 E: dylan.adams@colliers.com W: www.colliers.com.au

 GSA Insurance Brokers  FKSL Management

Mark Greig Director of Operations M: +61 499 110 599 T: (07) 3240 8400 E: markg@fksl.com.au W: www.fortknoxstorage.com.au W: www.storelocal.com.au

 Storage King Management Services Australia Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au W: www.storageking.com.au

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

Valuations, Finance & Assorted Professional Consultants  AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: 02 9253 8350 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

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

Paul Robbins T: 07 3226 0000 E: paul.robbins@lmw.com.au

 M3 Property Strategists

Michael Enright T: 07 3620 7919 E: michael.enright@mcproperty.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

 Robertson & Robertson Sarah Magann T: +61 2 4351 2200 E: sarah@randr.com.au W: www.randr.com.au

Trade Directory

 Urbis

David Blackwell M: 0409 771 310 E: dblackwell@urbis.com.au Tim Creighton M: 0424 150 9943 E: tcreighton@urbis.com.au

 Wallace McLean Limited

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

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.

 Lock Distributors Australia

Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au

 BOS NZ Limited

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

 ByDesign Graphics

Linda Gunek T: 02 8883 5890 E: linda@bydesigngraphics.com.au W: www.magazinesbydesign.com.au

 Homestead Press

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

 HR Central

Cath Grawe T: +61 1300 717 721 E: cath.grawe@hrcentral.com.au W: www.hrcentral.com.au

 Hunt and Hunt Victoria

Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au W: www.hunthunt.com.au

 iBidonStorage

Grant McNamee T: 0410 445 933 E: info@ibidonstorage.com.au W: www.ibidonstorage.com.au

 Jetta Excess Baggage Pty Ltd

Lyle Honess T: +61 1300 300 688 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au

 MiniMovers

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

 Platinum Signs Pty Ltd

Marcio Wilges T: +61 438 477 578 E: info@platinumsigns.com.au W: www.platinumsigns.com.au

 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.transcorpremovalsandstorage.com.au  Web ID Systems

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

Software & Security  EZIDEBIT

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

 STORMAN AUSTRALIA Andy Pudmensky T: 07 3319 1522 E: sales@storman.com W: www.storman.com

 STORMAN NEW ZEALAND Andy Pudmensky T: 09 280 3393 E: sales@storman.com W: www.storman.com

 Sentinel Australia

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

 AD-TECH Security

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

 Prodigitas IT Services

Kaustubh Deshmukh T: +91 9764 009 848 E: kaustubh.deshmukh@prodigitas.com W: www.prodigitas.com

 PTI Australasia Pty Ltd

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

 Queaccess Pty Ltd

Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au W: www.queaccessw.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 its 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 +61 3 9466 9699 to obtain an application form.

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 Insider Mar-Apr 2018

31

Inside SSAA

SSAA BOARD MEMBERS

SSAA STAFF

Chairman - Keith Edwards All Secure, New Zealand

Michelle Stokes, Reception/Administration

Susan Phillips, CEO

Jeannette Jones, Reception/Administration Simone Hill, Legal Advisor

Makala French Castelli Deputy Chairperson National Storage, Queensland

Andrea Bowman, Paralegal Melinda Wyper, Accounts

Bryan Furtado, Marketing & Events

Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand

LIFETIME MEMBERS

Liz Davies Self Storage Australia, South Australia Andrew Eastwood U-Store-It, South Australia Jason Keane Sentinel Australasia

Mark Bateman Frank Cooney Liz Davies John Eastwood Simone Hill Neville Kennard

Ivor Morgan Jim’s Self Storage, Victoria David Daddow Able Self Storage

Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks

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).

 BUSINESS MANAGEMENT • Valuation Guidelines • Mystery Shopping Information

 CHECKLISTS & LETTERS

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

 IT & ONLINE RESOURCES

• STOReFLASH 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

 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

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

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 • 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 - New Zealand Flag

 STORAGE AGREEMENTS

(also in MAP) • Standard Storage Agreement – Australia & New Zealand • Managed Storage Agreement – Australia & New Zealand • Mobile Storage Agreement – Australia (one off purchase fee) • Mobile Storage Agreement – New Zealand • Truck and Trailer Agreement – Australia • Truck Hire Agreement – New Zealand • Trailer Hire Agreement – New Zealand

 OFFLINE RESOURCES

• SSAA Window Decal and Membership Certificate • Annual Convention and Trade Show • 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

 CONVENTIONS

As a member you are entitled to attend our Self Storage informative events: • SSAA Convention, Brisbane, Australia.

22-24 Aug 2018

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.

32

Insider Oct-Nov 2017

Don’t let computer failures paralyse your facility. With Sentinel’s da Vinci’s you’ll experience freedom from the fear that your facility will never be inconvenienced.

The latest da Vinci model keypads are designed to retain all valid storer codes and operate without a PC.

YOU’LL NEVER NEED TO WORRY ABOUT PC FAILURES AGAIN!

Access Control & Individual Unit Alarms ● Sentinel Access Control interfaces with all major management software programs ● Supports multiple communication chains ● The communications with the hardware runs as a service, so no login to the pc is required ● If a communications chain fails, the system can be set to auto restart ● You can email and/or SMS (text Messages) events to Platinum users ● Can be used with remote alarms or remote access control using the internet or local network ● Easy to install and use over a network ● Has web access features. The program can be accessed from a web browser ● Supports access only users (with passcode only keypads)

PH: 1300 852 117 PH: 0800 002 587 AUSTRALIA

NEW ZEALAND

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

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

New Members

NEW MEMBERS PROVISIONAL MEMBERS Ahe Pty Ltd 546-550 Old Gympie Road Narangba QLD 4504 Ph: +61 7 3888 3157 Email: h.geurtsen@ahe1.com.au

Jurien Bayview Realty (Turquoise Coast Storage Units) 36A Bashford Street Jurien Bay WA 6516 Ph: +61 8 9652 2055 Email: jurienbayviewrealty@bigpond.com

Aigle Royal PO Box 7987 Perth WA 6000 Ph: +61 409 605 596 Email: atomizzi@aigleroyal.com.au

The Bacch Shed Self Storage Pty Ltd 210 Main Street Bacchus Marsh VIC 3340 Ph: +61 407 219 177 Email: peterbicknell54@gmail.com

National Storage Marcoola 8-10 Runaway Drive Marcoola QLD 4564 Ph: +61 7 3218 8100 Email: info@nationalstorage.com.au

Kembla Grange Self Storage Pty Ltd 283-295 Princes Highway Kembla Grange NSW 2526 Ph: +61 2 4263 1600 Email: john@jlborgo.com.au

Unit 25 25 McShane Road Richmond Nelson 7081 New Zealand Ph: +64 3 547 4969 Email: store@unit25.co.nz

National Storage Morisset 9 Alliance Avenue Morisset NSW 2264 Ph: +61 7 3218 8100 Email: info@nationalstorage.com.au

Keith Johnson PO Box 126 Dapto NSW 2530 Ph: +61 412 695 806 Email: info@commercialdiving.com.au

LocknLeave 10 Dexter Street Moorooka QLD 4105 Ph: +61 7 3172 0044 Email: locknleave@outlook.com

SERVICE MEMBERS

Moneen d’Horman de Villiers Unit 2, 10 Allambee Avenue Camberwell VIC 3124 Ph: +61 449 006 269 Email: moneendh@gmail.com

Mr Self Storage 59A Boes Road Tyabb Vic 3913 Ph: +61 425 719 259 Email: john@mrselfstorage.com.au

SACM Pty Ltd 53 Mill Avenue Yarraville VIC 3013 Ph: +61 401 061 325 Email: craigegan23@gmail.com

Mullumbimby Mini Storage & Factory Complex 14 Manns Road Mullumbimby NSW 2482 Ph: +61 411 795 887 Email: billsusie@bigpond.com

FACILITY MEMBERS Bermagui Storage 7 Pine Drive Bermagui NSW 2546 Ph: +61 409 446 161 Email: info@bermaguistorage.com.au

Out of Space Storage 201 Opaheke Road Papakura Auckland 2584 New Zealand Ph: +64 508 477 223 Email: mark.wheeler@clearspanproperty.co.nz

Carpenters Self Storage Pacific Palms Compound Scratchely Road, Badili Port Moresby NCD 121 Papua New Guinea Ph: +67 5 302 4250 Email: containers@cslogisticspng.com Cooper Robinson Interiors 1/13 Eileen Road Clayton South Vic 3169 Ph: +61 403 343 111 Email: david@cooperrobinson.com.au Flagship Storage 324 Soldiers Point Road Soldiers Point NSW 2317 Ph: +61 2 4984 7088 Email: dalcorp@dalcorp.com.au Grants Rd Covered Storage 270 Grants Road Somersby NSW 2250 Ph: +61 2 4372 1332 Email: info@grantsrdcoveredstorage.com.au

Sapphire RV Storage and Services and Sapphire Self Storage 1894 Myrtle Mountain Road Candelo NSW 2550 Ph: +61 427 932 281 Email: scott@halfpennybuilders.com.au

Bishop Collins Pty Ltd Unit 1, 1 Pioneer Avenue Tuggerah NSW 2259 Ph: +61 2 4353 2333 Email: mail@bishopcollins.com.au Hunt and Hunt Victoria Level 5, 114 William Street Melbourne VIC 3000 Ph: +61 3 8602 9200 Email: garmstead@huntvic.com.au Orbitz Elevators Pty Ltd 6 Goodyear Street Southport QLD 4215 Ph: 1300 851 554 Email: info@orbitzelevators.com.au Prodigitas IT Services 502, Tower 2, Montreal Business Centre Pallod Farms, Baner Pune Maharashtra 411045 India Ph: +91 9764 009 848 Email: kaustubh.deshmukh@prodigitas.com ADDITIONAL FACILITIES

Storage@Gateway 88 Horne Road Warrnambool VIC 3280 Ph: +61 3 5561 1438 Email: storageatgateway@bigpond.com

National Storage Albion 192 Abbotsford Road Bowen Hills QLD 4006 Ph: +61 7 3188 7974 Email: albion@nationalstorage.com.au

Store Yr Stuff 30 Stephenson Road Seaford VIC 3198 Ph: +61 412 823 091 Email: philippowell4279@gmail.com

National Storage East Geelong 62 Leather Street Breakwater VIC 3219 Ph: +61 3 5248 8959 Email: eastgeelong@nationalstorage. com.au

Taupo Furniture Removals 10 Deborah Rise Bonshaw Park Taupo 3379 New Zealand Ph: +64 7 378 5629 Email: info@tfr.co.nz

National Storage North Wyong 2A Lucca Road North Wyong NSW 2259 Ph: +61 7 9318 8100 Email: info@nationalstorage.com.au National Storage Robina 177 Scottsdale Street Robina QLD 4226 Ph: +61 7 5578 7877 Email: robina@nationalstorage.com.au Public Self Storage Epping 85 O’Herns Road Epping Vic 3076 Ph: +61 3 9401 4774 Email: epping@publicselfstorage.com.au Storage King Murwillumbah 40 Honeyeater Circuit Murwillumbah NSW 2484 Ph: +61 2 6672 8774 Email: murwillumbah@storageking.com.au Storage King Narellan 3 Porrende Street Narellan NSW 2567 Ph: +61 2 4647 0789 Email: narellan@storageking.com.au Storage King Scoresby 954 Stud Road Rowville Vic 3178 Ph: +61 3 9763 6000 Email: scoresby@storageking.com.au Storage Plus Unit 1B, 207 Young Street Waterloo NSW 2017 Ph: +61 2 8345 6000 Email: sydney@storageplus.com.au StoreLocal Gympie 17 Laurenceson Road Gympie QLD 4570 Ph: +61 7 5482 3546 Email: gympie@storelocal.com.au

National Storage Hope Island 56 Sickle Avenue Hope Island QLD 4212 Ph: +61 7 5530 8999 Email: hopeisland@nationalstorage.com.au

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.

34

Insider Mar-Apr 2018

2018 t s u g u tre 4th A n e 2 C d n n o 2 i 2 vent n o C e n Brisba

ow n d r i B rly a E r u o Book y

www.selfstorage.org.au/ssaa-convention | #SSAA2018

SELF

Wilson Storage – Cheltenham VIC

YONG W H T R O HUB - N E G A R STO

Kennards Self Storage – Warrawong NSW

NSW

Storage King – Rolleston NZ

Q UA LI TY | IN N OVATION | EXCEL L ENC E Contact STORCO today! +61 2 6391 2800 Email sales@storco.com.au 6,12 Strathgrove Way, Orange NSW 2800