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FREQUENTLY ASKED QUESTIONS

Click on the tabs below for answers to common questions from customers in your state.
Please feel free to Contact Us of call Tel: 1300 766 532 if you require additional information!

Queensland

2022 Legislation
What is the Legislation ?
The new legislation specifies that all Queensland dwellings to be leased or sold, must have interconnected photoelectric smoke alarms in all bedrooms, in hallways that connect bedrooms with the rest of the dwelling and on every level by 31st December 2021.
Do you provide 2022 Quotes ?
Yes. We will provide a quote so that you are sure what the true cost will be to upgrade the property.
Do you price match?
Yes. Provide a quote and if the alarms are comparable and warranty we will match that price.
24/7 Portal
Do you have an Agent Portal ?
Yes. Every agent has full access to their entire portfolio and service history including an agency compliance rating via our 24/7 Agent Portal.

For portal training contact Tel: 1300 766 532 or help@1300smokealarms.com.au.

Attendance
When do you attend the property ?
Legislation requires that we attend within 30 days of a lease or lease renewal.
Is the service unlimited ?
Yes. We provide a yearly unlimited service in the event of faulty alarms.
Do you have branded vehicles ?
Yes we do, and these are visible on the home page.
Do you take pictures of all alarms ?
Yes. We take pictures of all alarms and these are included on all reports. They have date and time stamp plus a geo code in the event of any insurance claims.
Do you leave a calling card after the service ?
Yes. On every attendance we leave a calling card outlining what services we provided.
Do you provide same day Urgent Servicing ?
Yes. Please email your work order to orders@1300smokealarms.com.au and mark URGENT.
Gaining Access
Do you issue entry notices ?
Yes we will issue entry notices on behalf of the real estate agent to gain entry.
How do you issue these entry notices ?
We will issue them via email if there is an email provided, otherwise we will send via Australia Post.
Faulty Alarms
After you have inspected the alarm, it continued to beep. Does this mean the alarm is faulty ?
No. When the Technician test Smoke Alarms, sometimes the alarm may beep for 10-15 minutes are the technician leaves. This is normal and does not mean that the alarm is faulty. It is part of resetting itself.
Insurances
Do you have adequate insurances ?
Yes. We are fully covered and provide $20 million of insurance cover for Public Liability and Professional Indemnity.
Key Security
What happens when Keys don’t work ?
If a 1300 Technician attends a property and the keys do not work, they will call the tenants on file to see if they are available to gain access. If our technician cannot gain access, he will contact the office and advise that the keys provided did not open the door. The 1300 Scheduling team will advise the agency and reschedule when tenant is home or confirm the correct keys for next inspection.
What happens on the rare occasion that a key get stuck in door ?
If a key is to get stuck in a door, the technician will attempt to remove the key with WD-40. If the key cannot be freed, a call is made to the agency to meet the technician at the premises and attempt to remove the key.
Quote Approvals
Is the property safe when we need to obtain “quote approvals” to install 240V (Hardwired) Smoke Alarms ?
If a Smoke Alarm is hardwired and needs to be replaced due to past expiry date or alarm fault, our technician will remove the head unit leaving only the 240V base. We will place a temporary 9V alarm in the location to ensure the property is Compliant until the quote is approved. If the technician is unable to secure the 9V alarm to the base of the hardwired alarm, the 9V alarm will be placed next to the hardwired alarm base.

Once the quote has been approved, our Electrician will attend the property to replace the hardwired alarm and remove the 9V temporary alarm.

What if we don’t approve the Electrical Quote ?
If you do not approve our quote and have another electrician attend, the property will remain Non-Compliant until we have received the new alarm details from your Electrician. Once we receive this confirmation, we can make the property compliant in our system.
Can I auto approve a set amount of money to spend for Electrical replacements ?
Yes. If you want replacements completed onsite for hardwired Smoke Alarms (if you are not on a FREE ALARM PACKAGE), we ask that you provide i9n writing a pre-approved repair amount that includes Safety Switch repairs also.
Who is responsible whilst waiting for a quote approval ?
We will always leave the property safe for the tenants safety at all times before we leave.

New South Wales

24/7 Portal
Do you have an Agent Portal ?
Yes. Every agent has full access to their entire portfolio and service history including an agency compliance rating via our 24/7 Agent Portal.

For portal training contact Tel: 1300 766 532 or help@1300smokealarms.com.au.

Attendance
When do you attend the property ?
Legislation requires that we attend within 30 days of a lease or lease renewal.
Is the service unlimited ?
Yes. We provide a yearly unlimited service in the event of faulty alarms.
Do you have branded vehicles ?
Yes we do, and these are visible on the home page.
Do you take pictures of all alarms ?
Yes. We take pictures of all alarms and these are included on all reports. They have date and time stamp plus a geo code in the event of any insurance claims.
Do you leave a calling card after the service ?
Yes. On every attendance we leave a calling card outlining what services we provided.
Do you provide same day Urgent Servicing ?
Yes. Please email your work order to orders@1300smokealarms.com.au and mark URGENT.
Gaining Access
Do you issue entry notices ?
Yes we will issue entry notices on behalf of the real estate agent to gain entry.
How do you issue these entry notices ?
We will issue them via email if there is an email provided, otherwise we will send via Australia Post.
Faulty Alarms
After you have inspected the alarm, it continued to beep. Does this mean the alarm is faulty ?
No. When the Technician test Smoke Alarms, sometimes the alarm may beep for 10-15 minutes are the technician leaves. This is normal and does not mean that the alarm is faulty. It is part of resetting itself.
Insurances
Do you have adequate insurances ?
Yes. We are fully covered and provide $20 million of insurance cover for Public Liability and Professional Indemnity.
Key Security
What happens when Keys don’t work ?
If a 1300 Technician attends a property and the keys do not work, they will call the tenants on file to see if they are available to gain access. If our technician cannot gain access, he will contact the office and advise that the keys provided did not open the door. The 1300 Scheduling team will advise the agency and reschedule when tenant is home or confirm the correct keys for next inspection.
What happens on the rare occasion that a key get stuck in door ?
If a key is to get stuck in a door, the technician will attempt to remove the key with WD-40. If the key cannot be freed, a call is made to the agency to meet the technician at the premises and attempt to remove the key.
Quote Approvals
Is the property safe when we need to obtain “quote approvals” to install 240V (Hardwired) Smoke Alarms ?
If a Smoke Alarm is hardwired and needs to be replaced due to past expiry date or alarm fault, our technician will remove the head unit leaving only the 240V base. We will place a temporary 9V alarm in the location to ensure the property is Compliant until the quote is approved. If the technician is unable to secure the 9V alarm to the base of the hardwired alarm, the 9V alarm will be placed next to the hardwired alarm base.

Once the quote has been approved, our Electrician will attend the property to replace the hardwired alarm and remove the 9V temporary alarm.

What if we don’t approve the Electrical Quote ?
If you do not approve our quote and have another electrician attend, the property will remain Non-Compliant until we have received the new alarm details from your Electrician. Once we receive this confirmation, we can make the property compliant in our system.
Can I auto approve a set amount of money to spend for Electrical replacements ?
Yes. If you want replacements completed onsite for hardwired Smoke Alarms (if you are not on a FREE ALARM PACKAGE), we ask that you provide i9n writing a pre-approved repair amount that includes Safety Switch repairs also.
Who is responsible whilst waiting for a quote approval ?
We will always leave the property safe for the tenants safety at all times before we leave.

Northern Territory

24/7 Portal
Do you have an Agent Portal ?
Yes. Every agent has full access to their entire portfolio and service history including an agency compliance rating via our 24/7 Agent Portal.

For portal training contact Tel: 1300 766 532 or help@1300smokealarms.com.au.

Attendance
When do you attend the property ?
Legislation requires that we attend within 30 days of a lease or lease renewal.
Is the service unlimited ?
Yes. We provide a yearly unlimited service in the event of faulty alarms.
Do you have branded vehicles ?
Yes we do, and these are visible on the home page.
Do you take pictures of all alarms ?
Yes. We take pictures of all alarms and these are included on all reports. They have date and time stamp plus a geo code in the event of any insurance claims.
Do you leave a calling card after the service ?
Yes. On every attendance we leave a calling card outlining what services we provided.
Do you provide same day Urgent Servicing ?
Yes. Please email your work order to orders@1300smokealarms.com.au and mark URGENT.
Gaining Access
Do you issue entry notices ?
Yes we will issue entry notices on behalf of the real estate agent to gain entry.
How do you issue these entry notices ?
We will issue them via email if there is an email provided, otherwise we will send via Australia Post.
Faulty Alarms
After you have inspected the alarm, it continued to beep. Does this mean the alarm is faulty ?
No. When the Technician test Smoke Alarms, sometimes the alarm may beep for 10-15 minutes are the technician leaves. This is normal and does not mean that the alarm is faulty. It is part of resetting itself.
Insurances
Do you have adequate insurances ?
Yes. We are fully covered and provide $20 million of insurance cover for Public Liability and Professional Indemnity.
Key Security
What happens when Keys don’t work ?
If a 1300 Technician attends a property and the keys do not work, they will call the tenants on file to see if they are available to gain access. If our technician cannot gain access, he will contact the office and advise that the keys provided did not open the door. The 1300 Scheduling team will advise the agency and reschedule when tenant is home or confirm the correct keys for next inspection.
What happens on the rare occasion that a key get stuck in door ?
If a key is to get stuck in a door, the technician will attempt to remove the key with WD-40. If the key cannot be freed, a call is made to the agency to meet the technician at the premises and attempt to remove the key.
Quote Approvals
Is the property safe when we need to obtain “quote approvals” to install 240V (Hardwired) Smoke Alarms ?
If a Smoke Alarm is hardwired and needs to be replaced due to past expiry date or alarm fault, our technician will remove the head unit leaving only the 240V base. We will place a temporary 9V alarm in the location to ensure the property is Compliant until the quote is approved. If the technician is unable to secure the 9V alarm to the base of the hardwired alarm, the 9V alarm will be placed next to the hardwired alarm base.

Once the quote has been approved, our Electrician will attend the property to replace the hardwired alarm and remove the 9V temporary alarm.

What if we don’t approve the Electrical Quote ?
If you do not approve our quote and have another electrician attend, the property will remain Non-Compliant until we have received the new alarm details from your Electrician. Once we receive this confirmation, we can make the property compliant in our system.
Can I auto approve a set amount of money to spend for Electrical replacements ?
Yes. If you want replacements completed onsite for hardwired Smoke Alarms (if you are not on a FREE ALARM PACKAGE), we ask that you provide i9n writing a pre-approved repair amount that includes Safety Switch repairs also.
Who is responsible whilst waiting for a quote approval ?
We will always leave the property safe for the tenants safety at all times before we leave.

COVID-19 INSPECTION UPDATE

25th March 2020

Firstly, we are still open!

As you are aware, stage two government restrictions come into effect midnight 24th March 2020, however 1300 Smoke Alarms is operational and providing essential Smoke Alarm Safety Services for tenants, landlords and real estate agents during this COVID-19 outbreak.

At present, we are experiencing a high volume of urgent work orders and due to access issues into properties, there maybe slight delays in our attendance. Please be assured we are doing our very best during these unprecedented times.

Important Updates

We take the safety of your tenants, your staff and our technicians very seriously and have adopted the following processes to ensure our inspections continue:

  • Our technicians carry masks, gloves and hand sanitiser and follow responsible cleaning and hygiene measures before and after inspections.
  • Before entering a property we will ask all tenants to make sure they are happy for us to enter their property when they are home.
  • Our technicians adhere to all social distancing policies advised by the Government.
  • We offer tenants the option to step outside while the inspection is taking place if this makes them feel more comfortable.
  • If you are aware of any tenants self-isolating or showing symptoms please let us know.
  • If key collections change or your business operating hours change or you close please let us know.
  • If you can inform your tenants that our service is essential during these times and if they can allow us reasonable access as required by legislation.

We will send regular updates to ensure you are informed of any changes. For more information contact 1300 766 532 or email info@1300smokealarms.com.au

We trust that we have your understanding and patience at this time to ensure we can continue our inspections to make all properties safe.

Regards,

Ian Roche
Director
1300 Smoke Alarms