Smoke Alarm Solutions 24/7 Emergency Service Terms and Conditions
The Smoke Alarms Solutions 24/7 Emergency Service (‘Service’) will be made available from 1 March 2016 for Eligible Real Estate Agencies as an inclusion to the Platinum or Ultimate Annual Smoke Alarm Service only and only on the terms and conditions as set out below (‘Terms and Conditions’).The Service is not available to private landlords or owners.
Access to the Service is conditional upon the acceptance of these Terms and Conditions by the Eligible Real Estate Agencies, on behalf of the relevant property owner. We recommend that you read the Terms and Conditions carefully, and print out and keep a copy of them for your future reference. By using our Service, you confirm that you accept these Terms and Conditions and that you agree to comply with them. If you do not wish to accept any part of these Terms and Conditions then you may, and must, not use the Service even if you are otherwise eligible for the Service. We may amend these terms and conditions at any time. We will post any revised versions of these terms and conditions on our website. Smoke Alarm Solutions reserves the right to cancel this Service at any time.
1. Information about Us
The Service is operated by Smoke Alarm Solutions Pty Ltd (‘herein collectively referred to as ‘We, ‘Us’, ‘Our’ and/or ‘Smoke Alarms Solutions’). We are registered in Australia under Australian company number 604 793 688 and the principal office for the Service is located at 39 Navigator Place, Hendra, QLD, 4011.
By accessing the Service, you are agreeing to be bound by these Terms and Conditions, all applicable laws and regulations and agree that you are responsible for compliance with any applicable local laws. Use of the Service does not in any way preclude the user from responsibility for compliance with any and all laws, regulations, rules, and obligations that govern smoke alarms in Australia including but not limited to all obligations under the Building Code of Australia, Australian Standards 2015 and relevant state based smoke alarm legislation
(a) Beeping Smoke Alarm means those smoke alarms that emit an intermittent beeping sound from a low voltage battery;
(b) Alarming Smoke Alarm refers to smoke alarms that are activated due to a fault within its components, or in the absence of no known cause such as fire, steam or cooking;
(c) Eligible Real Estate Agency means any real estate agency that has enrolled in the Platinum or Ultimate Annual Smoke Alarm Service and agrees to these Terms and Conditions;
(d) Platinum or Ultimate Annual Smoke Alarm Service is the Smoke Alarm Solutions $99 or $129 annual smoke alarm service whereby we will visit a property as often as required to service, clean and test the smoke alarms plus we will replace or install additional smoke alarms in order to deem a property compliant;
(e) Eligible Property means a property that has been enrolled in a Platinum or Ultimate Annual Smoke Alarm Service and the Eligible Real Estate Agency has agreed to these Terms and Conditions;
(f) Public Holiday includes public holidays, national holidays or legal holidays taken, agreed upon within the State where the property utilising the Service is located; and
(g) Service Phone Number means the phone number provided to Eligible Real Estate Agencies which can be distributed to tenants of Eligible Properties so that contact can be made with a relevant Smoke Alarm Solutions employee to arrange an emergency inspection when an Alarming Smoke Alarm occurs from 5:00pm - 8:30am Monday to Thursday (inclusive) and from 5:00pm Friday through to 8:30am Monday (inclusive).
3. Service Availability
(a) The Service is available 365 days per year from 5:00pm - 8:30am Monday to Thursday (inclusive) and from 5:00pm Friday through to 8:30am Monday (inclusive).
(b) This Service is only valid for Alarming Smoke Alarms and does not apply to Beeping Smoke Alarms. The Service phone number (‘Service Phone Number’) will be provided exclusively to Eligible Real Estate Agencies who have Eligible Properties enrolled in the Platinum or Ultimate Annual Smoke Alarm Service.
4. Upgrade to Service
(a) Real Estate Agencies that are not initially eligible for the Service may upgrade from any other annual smoke alarm service to the Platinum or Ultimate Annual Smoke Alarm Service in order to receive access to the Service however, they must carry out the following prior to being provided with the Service:
(i) Make payment of the new invoice amount prior to contacting/utilising the Service, in the sum of $99 or $129 (per property to be enrolled in the Platinum or Ultimate Annual Smoke Alarm Service) minus the value remaining in the current annual smoke alarm service plan.
(ii) Consent to being bound by these terms and conditions by returning a fully signed copy of the terms and conditions.
(b) Once the landlord or agent (on behalf of the landlord) agrees to upgrade to the Platinum or Ultimate Annual Smoke Alarm Service from another annual service, their annual service will be restarted and a new invoice issued. This upgrade date will become their new annual service renewal date.
(c) No upgrades to the Annual Service will be allowed under any circumstances following a technician attending a property to carry out the Service. In this event, a call out-fee of $250 will apply and be charged to the relevant real estate agency.
5. Service Phone Number
(a) The Service Phone Number will be provided directly to Eligible Real Estate Agencies via face-to-face meetings, direct email communication or Smoke Alarm Solutions branded flyers. This phone number will not be made accessible to the general public.
(b) The Service Phone number will divert to an after hours on-call technician/ electrician from 5:00pm - 8:30am between Monday and Thursday inclusive and between 5:00pm Friday and 8:30am Monday.
(c) Between 8:30am and 5:00pm Monday to Friday, the Service Phone Number will not be attended. A voice message will instruct tenants what to do if they are experiencing an Alarming Smoke Alarm during this time.
(d) Access to the Service Phone Number will be available as an inclusion of the Smoke Alarm Solutions Platinum or Ultimate Annual Smoke Alarm Service only, when these Terms and Conditions are agreed to.
6. Services provided and limitations of Service
(a) After hours technicians will only attend properties under this Service if a property’s Alarming Smoke Alarm/s (i.e. not Beeping Smoke Alarm/s) needs attention.
(b) Smoke Alarm Solutions confirm that it will not under any circumstances nor will any of its Technicians, carry out any further tasks aside from carrying out maintenance and attending to issues related to the Alarming Smoke Alarm on the property. In particular, Smoke Alarm Solutions confirms that it will not inspect or carry out work relating to the Beeping Smoke Alarm on the Property.
(c) In the event that the Service is requested and our technician arrives at the property to find that the property does not have any Alarming Smoke Alarms, a $250 call out-fee will be charged.
(d) Due to Occupational Health and Safety requirements, we will not be able to replace, inspect or repair alarms on ceilings over 3 metres in height. In order to ensure your safety, we will disconnect the alarm and install a temporary alarm. The tenant will be contacted by a Smoke Alarm Solutions employee on the next business day in order to arrange an appointment within a reasonable timeframe, to re-attend the property.
(e) In the event that the mobile phone used to receive incoming calls requesting attendance under this Service is out of a phone reception area, or the technician is currently at a job and unable to answer their phone, the caller must leave a detailed phone message that outlines the following information:
(I) Name of tenant and Real Estate Agent;
(II) A contact telephone number; and
(III) The address of the property in order for our technician to return the caller’s phone call as soon as they are reasonably able to do so. In this instance, the technician will make their best endeavours to return the call within one hour of the voicemail message being placed.
7. Payment Terms
With regards to a normal Platinum or Ultimate Annual Smoke Alarm Service and in the case of a first attendance that generates an annual smoke alarm service invoice, this fee needs to be paid within 30 days of the invoice date. If we do not receive payment within 30 days of this invoice date, the property will be ineligible for this Service and a call out-fee of $250 will apply if we attend to the property.
8. Provision Radius of Service
(a) The Service is only available for Eligible Properties that are located in Sydney where the property is located within a 50km radius (as the crow flies) of Sydney’s General Post Office located at 1 Martin Place, Sydney, NSW, 2000.
(b) The Service is only available for Eligible Properties that are located in Melbourne where the property is located within a 50km radius (as the crow flies) of Melbourne’s General Post Office located at 338-352 Bourke St, Melbourne VIC 3000.
(c) The Service is only available for Eligible Properties that are located in Townsville where the property is located within a 50km radius (as the crow flies) of Townsville's General Post Office located at Shop 1 Post Office Plaza Sturt Street, Townsville City QLD 4810.
(d) The Service is only available for Eligible Properties that are located in Cairns where the property is located within a 50km radius (as the crow flies) of Cairn's General Post Office located at 38 Sheridan Street, Cairns City, QLD, 4870.
(e) The Service is only available for Eligible Properties that are located in Brisbane where the property is located within a 150km radius (as the crow flies) of Brisbane's General Post Office located at 261 Queen St, Brisbane City QLD 4000.
(f) The Service is only available for Eligible Properties that are located in Adelaide where the property is located within a 50km radius (as the crow flies) of Adelaide's General Post Office located at 141 King William St, Adelaide SA 5000.
(a) Details of the Service may be advertised via Smoke Alarm Solutions at their discretion.
(b) Smoke Alarm Solutions ‘Fair Use’ policy applies to this Service.
(d) A tenant flyer that includes the Service Phone Number will be provided by Smoke Alarm Solutions to Eligible Real Estate Agents, to distribute to eligible tenants, should the Real Estate Agency so decide.
10. Eligible Real Estate Agent’s Responsibilities
(a) It will remain the Eligible Real Estate Agency’s and their Representative’s responsibility to instruct their tenants/clients as to whether or not they are eligible for this Service and provide their clients with Smoke Alarms Solutions contact details to contact us directly, or to be responsible for communicating directly with us on their client’s behalf. In the event that the Real Estate Agent communicates with us on their client’s behalf, it is their responsibility to pass on all relevant information provided to them with respect to the Service and its terms and conditions.
(b) The Real Estate Agent and their Representatives are responsible for providing the Service Phone Number to their tenants/clients who are Eligible Clients.
(a) Neither Smoke Alarm Solutions nor any of its staff, technicians, representatives or agents take any responsibility for properties or tenants of properties which are attended to which are not eligible for the Service or have not upgraded to become eligible at the request of the Real Estate agent or the tenant of the property.
(b) Smoke Alarm Solutions, its staff, technicians, representatives and agents will act upon instructions from either a tenant or Real Estate Agent that contacts the Service Phone Number on the understanding that they are eligible for the Service and only in so far as is safe, permitted by law and covered by the Service provided.
(c) In the event that a technician attends to a property as a result of a call out from the Service Phone Number or through one of our staff members, to provide the Service, and the property is not enrolled in the Platinum or Ultimate Annual Smoke Alarm service, a $250 call-out fee will be charged to the real estate agency. This call out fee will be invoiced to the respective real estate agent of the property attended to, following the inspection.
(d) Our technician will make their best endeavours to attend the property within four (4) hours of receiving the phone call from a tenant of an Eligible Property unless a mutually agreed upon time frame is made with the tenant that falls outside of this four hour time frame.
(e) Where possible, the technician may instruct the tenant to disarm the alarm over the phone, so as to stop the sounding of the smoke alarm however we do not accept any responsibility for actions taken by the tenant which are outside of the scope of our technicians’ instructions to disarm the alarm.
(f) Smoke Alarm Solutions will not be able to access a property under this Service when access to the property cannot be achieved due to atmospheric conditions, extreme temperature or rain, war, road closures, flood, fire, acts of god, technician car breakdown, a technician car accident, a locked gate or no driveway access, access requiring a vehicle other than a standard vehicle (not a 4WD), a tenant refusing entry, a tenant not being home at the agreed and arranged time, any Occupational Health and Safety reason including (but not limited to) a dog (or other animal) at the premises, the existence (or suspicion) of asbestos, a menacing tenant, suspected illegal activities inside the property, mould or any other condition that would make the property an unsafe workplace for our technician.
(g) If the Eligible Real Estate Agency has an unpaid overdue Annual Renewal invoice owing to Smoke Alarm Solutions or an unpaid first attendance or alarm installation invoice owing which is more than 30 days past the invoice date and directly relates to the Eligible Property which requires servicing, Smoke Alarm Solutions reserves the right to charge the Eligible Real Estate Agency a $250 call-out fee for attendance.
(a) In the event that a technician attends a property of which the tenant or the Real Estate Agent are not eligible for the Service (because they are not enrolled in the Platinum or Ultimate Annual Service), to provide the Service, the costs of the smoke alarms, the replacement, installation or repair will be at the sole responsibility of the Real Estate Agent of the property. A $250 call-out fee will also apply in this instance.
(b) It is the Real Estate Agent’s responsibility or decision to then recover these fees from the tenants.