Standard Operating Procedures for Smoke Alarm Solutions

Purpose:

To outline the standard operating procedures for Smoke Alarm Solutions

Scope:

This policy applies to service tasks carried out by Call Center Staff, Technicians and Electricians

Procedure 1 – Property Enrolments

1. Upon receiving an enrolment form from a managing agent or property owner the property and/or client will be entered into our internal system and the first inspection is scheduled
2. SAS will schedule the work order in a timely manner and issue an entry notice to the managing agent and tenant, or contact the tenant directly to schedule an appointment
3. If an entry notice is issued, SAS will email a key request to the managing agent 24 hours prior to the scheduled date
4. Our Technician will attend the property and service all alarms
5. The work order is then closed, and the Compliance Report is emailed to the managing agent or property owner
6. The first invoice is then emailed to the managing agent or property owner and the chosen subscription commences

Procedure 2 - Annual Work Orders

Billing Option 1 (BO1)

1. The subscription invoice will be generated on the 12-month subscription anniversary
2. The work order for the annual inspection is automatically created 11 months after last attendance date (if client opts to have annual inspections)
3. SAS will schedule the work order in a timely manner and issue an entry notice to the managing agent and tenant, or contact the tenant directly to schedule an appointment
4. If an entry notice is issued, SAS will email a key request to the managing agent 24 hours prior to the scheduled date
5. Our Technician will attend the property and service all alarms
6. The work order is then closed, and the Compliance Report is emailed to the managing agent or property owner

Billing Option 2 (BO2)

1. 60 - 90 days prior to a property’s subscription anniversary the managing agent will be emailed to confirm if they would like an attendance to be scheduled
2. SAS will schedule the work order in a timely manner and issue an entry notice to the managing agent and tenant, or contact the tenant directly to schedule an appointment
3. If an entry notice is issued, SAS will email a key request to the managing agent 24 hours prior to the scheduled date
4. Our Technician will attend the property and service all alarms
5. The work order is then closed, and the Compliance Report is emailed to the managing agent or property owner

Procedure 3 - Service Work Orders

1. SAS will schedule the work orders in a timely manner once received via email, phone call or website booking, and issue an entry notice to the managing agent and tenant, or contact the tenant directly to schedule an appointment
2. If an entry notice is issued, SAS will email a key request to the managing agent 24 hours prior to the scheduled date
3. Our Technician will attend the property and service all alarms
4. The work order is then closed, and the Compliance Report is emailed to the managing agent or property owner.

Procedure 4 - Water Meter Reading

1. A water meter reading is only offered with certain smoke alarm testing packages and can only be done in conjunction with a smoke alarm service
2. Our Technician will locate the water meter and record the reading (both standard and recycled)
3. If the Technician is unable to locate the water meter this will be noted on the Compliance Report
4. The results will be noted on the Compliance Report that will be emailed to the managing agent or property owner

Procedure 5 - Corded Window Furnishings

1. A corded window furnishings assessment is only offered with certain smoke alarm testing packages and can only be done in conjunction with a smoke alarm service
2. Our Technician will ensure there is working, and compliant tensioning devices fitted on all corded window furnishings where it is deemed required under the mandatory legislation. Estimated time of service is approximately 45 minutes
3. The results will be noted on the compliance report that will be emailed to the managing agent or property owner

Procedure 6 – Safety Switch

1. A Safety Switch Test is only offered with certain smoke alarm testing packages and can only be done in conjunction with a smoke alarm service
2. Our Technician will locate the safety switch and perform a function test
3. If the Technician is unable to locate the safety switch this will be noted on the Compliance Report
4. If the safety switch fails we will contact the agent the same day
5. The results will be noted on the Compliance Report that will be emailed to the managing agent or property owner

Procedure 7 - Pool Safety Compliance Inspections

1. A pool safety compliance inspection is a service offered by SAS whereby a pool safety certificate can be obtained
2. SAS will schedule a pool safety compliance inspection work order in a timely manner once received via email, phone call or website booking
3. SAS will contact the managing agent and/or tenant directly to schedule an appointment
4. Our pool safety compliance inspections are conducted by one of our expertly-trained and licensed technicians
5. The pool barrier is inspected to ensure it meets the relevant legislative requirements and a detailed report is created. Estimated time of a pool inspection is approximately 45 minutes
6. If the pool barrier meets requirements, then a Form 23 is issued via email to the managing agent or property owner. If requirements are not met, a Form 26 (Non-conformity Notice) along with a detailed report are emailed to the managing agent or property owner
7. An invoice is then emailed to the managing agent or property owner

Procedure 8 – 24/7

1. The 24/7 emergency after-hours service is a complimentary service available to certain clients on the Platinum and Ultimate packages
2. SAS receives a phone call from the tenant or managing agent outside of our normal operating hours to report an alarm issue
3. Our after-hours technician will contact the tenant and attempt to assist the tenant in disarming the alarm if safe to do so
1. If the tenant is unable to disarm the alarm safely then our after-hours technician will attend the property and rectify the alarm issue
4. The work order is then closed, and the Compliance Report is emailed to the managing agent or property owner
5. If the property is not on an eligible service package an invoice will be emailed to the managing agent or property owner

Procedure 9 – Package Change

Client Requested Package Change

1. Upon receiving an email or phone call from the managing agent or property owner requesting to change the package a property is enrolled in, SAS will, in a timely manner, investigate the eligibility for the package change.
2. If the package change is eligible, the property package will be amended in our system and a work order will be generated if requested
3. SAS will email the managing agent or property owner a pro-rated invoice for the new package and the new service subscription commences

Automatic Package Change

1. If SAS attend a property with interconnected smoke alarms in some, or all, of the bedrooms and the property is enrolled in any package other than the Ultimate package, an automatic package change will be applied
2. The property package will be amended in our system and SAS will email the managing agent or property owner a pro-rated invoice for the new package and the new service subscription commences