Terms & Conditions

By engaging 1300 Smoke Alarms, agent/owner or representative of either party agree to all the following terms and conditions. 1300 Smoke Alarms Pty Ltd, also referred to as 1300 Smoke Alarms or simply 1300.

Ceiling Height

To comply with OH&S standards, our technicians are equipped with ladders that allow safe access to smoke alarms installed on ceilings up to a maximum height of 3 metres (10 ft). The standard ceiling height in Australia is 2.4 metres (8 ft).

For ceilings higher than 3 metres, additional safety equipment or taller ladders are required, which may involve an extra technician for support. In such cases, a $150 re-attendance fee will apply. This fee covers:

  • Additional labour

  • Transporting and manually carrying extended A-frame ladders via fire stairs (due to incompatibility with lifts)

  • Safety supervision during the job

If a ladder is still insufficient, the use of scaffold will be quoted separately.

Security Systems

If the Smoke Alarms are integrated into a Security System, 1300 will not service these alarms and 1300 will install a stand-alone alarm next to this alarm to make the property compliant with Australian and State Legislation Standards.

Fire Panel

If the Smoke Alarms in the property are connected to a Fire Panel that is managed or connected to a fire service, 1300 will not service these alarms.

Asbestos Policy

Property Owners and Managers must notify 1300 on all work orders if they are aware of the existence of asbestos in the property. 1300 will determine if suitable to attend and/or service/install or replace alarms.

Warranty Package for Agents and Landlords (Qld Only)

The 1300 Smoke Alarm Warranty Package is based on the alarm manufacturer’s warranty terms and conditions and period of cover, depending on the brand and model of alarm installed. If you are enrolled in the 1300 Smoke Alarms Warranty Annual Package, we will warranty all brands in your dwellings, even if installed by a third party and arrange for a replacement or repair to that alarm at no additional cost to you if warranty conditions are satisfied.

PLEASE NOTE: All alarms sold in Australian must comply to AS3786 standards which includes a visible 10-year expiry date on the alarm, however this date does not refer to the manufacturer’s warranty period.

Warranty Conditions Covered:

  • Defective Alarms: If your smoke alarm experiences manufacturing defects within the warranty period specified by the manufacturer, such as failing to sound or malfunctioning during normal use, the manufacturer’s warranty will cover the repair or replacement.

Warranty Conditions NOT Covered:

  • Outside Warranty Period: If the smoke alarm is outside of the manufacturer’s warranty period, any repairs or replacements will incur additional costs.
  • Additional Items: If your smoke alarm is physically damaged, missing, broken clips, tampered with, damaged due to power surges, electrical storm damage, water damage, incorrect power current, infestation (vermin or insect), incorrect electricity installation, general misuse or normal wear and tear. If it’s an existing wiring issue that is causing the alarms to malfunction.
  • No annual service: If your property is not enrolled in a paid 1300 annual service.

Warranty Period:

The warranty period is determined by the manufacturer and is based of the manufacture date on the alarm or date installed. Most smoke alarms have a limited manufacturer’s warranty, depending on the model and brand. This is a current indication of warranty dates by leading smoke alarm manufacturers however, this may change from time to time depending on manufacturers terms and conditions. The warranty period commences from the first date of the original install or manufacture date on the alarm (term date). The maximum warranty period offered by 1300 Smoke Alarms ends at the expiration of the term date as outlined below.

   Years Brands
3 Siterwell, Guardian, Detector Inspector, Lucci, Anka, Watch, Interconnect Smoke Alarm, Photoelectric Smoke Alarms, Three Summit or any generic online internet smoke alarm brand
5 Clipsal, Brooks, FirePro, LeGrand, Quell
 7  Matalec, Voltex, Emerald, Cavius, Lifesaver, PSA, Red, Trader

Qld Smoke Alarm Interconnection Legislation (2022 – 2027)

If we identify prior to installation day more alarm/s need to be installed, 1300 reserve there right to cancel the initial Quote and reissue a new Quote. If we attend and identify that more alarms are required you agree to pay for the additional costs as we cannot fully determine the exact layout of your property until we are onsite. Once a property has been upgraded to the new legislation, the annual service fee will be applied to your invoice to ensure your annual service plan.

Holes and Marks

We attempt to provide a professional finish after each service, however 1300 will not be held responsible for plastering or painting the discoloured marks left on the ceiling from screw holes or other holes or colour matching the paint after relocating, installing or removing alarms. We will also not be liable for any screw holes for cleates installed on window frames if metal, wood, or timber and if owners want them moved, removed  or relocated. This is the responsibility of the owner.

Limitation of Liability

The 1300 Technician/Electrician shall not be held liable for any damage, loss, or defect arising from the existing condition, deterioration, or wear and tear of the dwelling, including but not limited to ceilings, walls, floors, tiles, lights, fixtures, or fittings. The Technician’s liability is strictly limited to direct damage caused solely by their own negligent actions during the performance of services—such as physical damage to property resulting from the improper use of tools or equipment (e.g., ladder use). Under no circumstances shall the Technician be responsible for pre-existing damage or conditions that may contribute to or result in damage during or after the service.

Smoke Alarm Warranty (NSW)

If your property is enrolled in our NSW Smoke Alarm Warranty program the following conditions apply:

Warranty Conditions Covered:

  • Defective Alarms: If your smoke alarm experiences manufacturing defects within the warranty period specified by the manufacturer, such as failing to sound or malfunctioning during normal use, the manufacturer’s warranty will cover the repair or replacement if you are enrolled in our warranty plan.

Warranty Conditions NOT Covered:

  • Outside Warranty Period: If the smoke alarm is outside of the manufacturer’s warranty period, any repairs or replacements will incur additional costs.
  • Additional Item: If your smoke alarm is physically damaged, missing, broken clips, tampered with, damaged due to power surges, electrical storm damage, water damage, incorrect power current, infestation (vermin or insect), incorrect electricity installation, general misuse or normal wear and tear.
  • No annual service: If your property is not enrolled in a paid 1300 annual service or not enrolled in our warranty program, there will be additional costs for repairs or replacements of all alarms.

 

Warranty Period:

The warranty period is determined by the manufacturer and is based of the manufacture date on the alarm. Most smoke alarms have a limited manufacturer’s warranty, depending on the model and brand.

Change of Ownership

This warranty is transferable to subsequent owners, however 1300 must be notified within 7 days of change of ownership otherwise warranty is void. The property must be enrolled and paid in our annual service each year to be eligible for the warranty. If not, there will be an attendance fee of $80 plus GST payable plus the cost to replace or repair the alarm/s.

Invoice Terms

By engaging the services of 1300 Smoke Alarms, you are agreeing to the following payment terms:

  • Same day or prior for landlords/owners for all installations/services 
  • 30 days from invoice date for Real Estate Agents (unless prior arranged)
  • Any properties outside of these trading terms will no longer be covered under the compliance program and all risk and liability will be transferred back to the agent and/or the owner.
  • Overdue invoices may result in referring to a Credit Agency once a reasonable reminder notice has been served upon.
  • If we have received a work order or a request to inspect a property and after having inspected this property the Property Manager or owner change their mind, or you lose the management, then this service fee is still payable.
  • If an electrical quote is not approved, the service fee is still payable.
  • The delivery method for all invoices/reports is via email only.
  • Ownership of the smoke alarms supplied does not pass to the customer until payment for those smoke alarms is made. This applies even if the customer has taken possession of the smoke alarms and they have been installed in the property on credit terms. If payment is not received within a reasonable time frame, we reserve the right to enter the property and remove the smoke alarms as the rightful ownership of these smoke alarms remains with 1300.

 

After Hours Emergency Service (Qld)

Our Standard Service inclusions are offered for subscribed and fully paid properties Monday to Friday between 8am and 5pm in Queensland. Our After Hours Emergency Service is for Smoke Alarms only, where an enrolled property is:

  • subscribed and fully paid under any 1300 annual paid subscription; and
  • located within an 80km radius of the general post office in Brisbane if we are required to physically attend.
  • After Hour Emergency Service can be accessed via: www.1300smokealarms.com.au/tenant or 1300 766 532 . A mobile phone number will be provided for assistance. 

 

The Online Service is available 24-7 and contains helpful videos, tips and user manuals to assist tenants in disarming the alarm/s via the website.

After hours emergency phone support is available Weekdays 5.00pm to 11pm and Weekends 7am to 11pm. This phone support may not be available on public holidays, christmas day or other occasions where there is peak load due to a weather event or a natural disaster or where telecommunication issues exist or any issue that are beyond the control of 1300. Tenants may be required to leave a message, explaining the issues and wait for a reply call. If you do not receive a call back within 15 minutes we require you to also lodge a beeping request through our online form www.1300smokealarms.com.au/tenant with full details and pictures of the request.

1300 will not be liable for (and you release 1300 from all claims in respect of) any costs (including third party call out fees or new alarms) incurred by the agent/tenant as a result of or in connection with the agent/tenant being unable to access or utilise the After Hours Emergency service for any reason.

If a tenant calls a third party to attend to a beeping alarm because they are unable to contact 1300 after hours support through the online or telephone support or did not receive a response, the maximum compensation payable to a third party by 1300 is $99 plus GST. No further monies will be payable by 1300 and it is the responsibility of the tenant/agent to pay the additional costs if the third party bill exceed this amount.

The compensation amount will only be paid if the tenant has made every reasonable attempt to contact 1300 by completing both the online contact form with details and pictures and by calling the after hours mobile phone and leaving a message and text message during the operational hours of the after hours service. If this process is not followed then 1300 will not be liable to pay any compensation to the tenant/agent and the full amount of the third party bill will be the full responsibility of the tenant/agent.

An emergency call out fee maybe payable ($175 plus GST) if we have to attend a property for any of the following reasons between the hours of 5pm to 11pm Weekdays and 7am to 11pm Weekends:

  • If the tenant has not viewed the online support material and made no attempt to disarm, disable or silence the beeping alarm causing us to physically attend the property; and
  • If the tenant has been contacted by a 1300 technician and has not followed reasonable requested to assist in disarming, disabling or silencing the beeping smoke alarm/s causing us to physically attend the property; or
  • If the faulty/beeping alarms have been installed by a third party even if there is an annual subscription; or
  • It has been determined that the alarms have been modified in any way by the tenants causing us to physically attend the property to make the property safe.

 

Without limiting any other provision of this Agreement, we may replace a Smoke Alarm/s in the Enrolled Property with a different brand of Smoke Alarm/s as part of the After Hours Emergency Service. 1300 is not liable (and you release 1300 from any Liability suffered or incurred) in respect of any difference in the costs of the Smoke Alarm/s installed compared to the cost of a Smoke Alarm/s that may have been available but for the emergency circumstances even if under warranty by a third party. No agent approval will be sort. If we have to change a smoke alarm whilst attending an after hours call out, the cost of the alarm will be our standard alarm price plus a $100 emergency call out premium installation fee.

All paid properties are eligible to be enrolled in the after hours emergency service. Please check first with 1300 to ensure you are indeed eligible. 1300 may change or modify these service at its full discretion.

Electrical Defects

Electrical Defects must be repaired within 14 days. We require your approval before any electrical rectification work can commence (subject to your Annual Service Plan). Electrical rectification are subject to 1300 gaining access and no legal responsibility will be taken by 1300 , its agents/employees/contractors or directors whilst waiting for approval or whilst waiting to gain access into the property.

Faulty Alarms

When we replace old, faulty or expired alarms, 1300 do not retain these alarms as this poses a biohazard risk. Due to this recommendation, 1300 disposes of alarms daily and we do not keep old alarms. 1300 will not be held responsible if the property owner or agents wants old alarms. This request must be stated prior to inspection in writing 

Owner Electrician

If an owners choose to use their own electrician to install alarms, they must provide 1300 with a compliance certificate to prove the work has been completed as per legislation. There will be a re-attendance fee of $80 if we are required to provide a compliance certificate.

All prices are subject to change.

Corded Windows

If you are enrolled in Smoke Alarm Bundle Package that includes a Window Cord inspection, we will attempt to de-tangle all cords, however if we find the tangles/knots too complex and beyond fixing, we will leave that window with an approved cleat and warning label. It is the responsibility of the owner/agent to de-tangle the cords.

Cost to install cleats and labels per window start from $5. (refer to your Annual Service Plan)

We do not repair blinds, we only inspect and make cords compliant to ACCC Legislation. We will not be held responsible if the blind or window covering that we are making compliant breaks or falls apart due to age or wear and tear. This is not the responsibility of 1300 and the cost to replace or repair this window covering is the cost of the owner/agent or tenant.

If we are required to install cleats or warning labels, you agree for us to screw into wooden frames and/or concrete walls to ensure the blind windows are compliant and secure.

Safety Switches

If you have chosen a Smoke Alarm Bundle Package that includes a Safety Switch inspection, we may be required to test this switch/es which in turn may temporarily turn the power off to the property for a short period of time. If we cannot locate the safety switch, due to the meter box not being accessible or it is hidden or locked away, this will not be the  responsibility of 1300 Smoke Alarms.

We will not be held responsible if any of the following events occur after the power has been turned off:

  • If computers lose data or will not turn back on
  • If TV’s no longer turn on
  • If fridges no longer turn back on and all food is lost
  • If lights do not turn back on or any electrical appliance does not work or if the power does not turn back on (as this indicates a fault)

 

1300 and its agents/employees/contractors and directors will not be held responsible for replacement of any of these items. If power does not turn back on, we will notify the managing agent immediately.

General

The report issued by 1300 certifies compliance or non compliance at the time of our inspection only with all relevant Federal and State Legislative requirements.

1300, its agents/employees/contractors and directors will not be held responsible if any of the compliance items including Smoke Alarms, Safety Switches or Corded Windows have been tampered with, removed or damaged by the tenant/agent/owner or any other party after our inspection has taken place. 1300 Smoke Alarms will not be held responsible whist waiting for a work order to be issued, or if a tenant will not allow access, or if a reasonable time has not been given to attend.

1300, its agents/employees/contractors and directors will not be held responsible for any damage an alarm may create due to it faulting to any of the buildings structure, ceilings, walls, paint, wallpaper or carpet. This costs and rectifications can be claimed under the owners insurance.

The information contained on our website or document/s provide general guidance and information only. Readers should not act or omit to act solely on the basis of anything contained on our website or documents. In relation to a particular matter, you should seek appropriate professional advice. 1300 and its agents/employees/contractors and directors expressly disclaim liability, whether in negligence or otherwise, for any act or omission resulting from reliance on information contained on our website or document/s or reports for any consequence of such act or omission.

1300 Smoke Alarms Pty Ltd. Insurance Policy No: SMK106001466.

RFC = Required for Compliance
NRFC = Not required for Compliance

All quotes are valid for 30 days unless noted. All prices include GST and are subject to change

Updated: 1 July 2026

These Service Terms & Conditions apply to all services provided by 1300 Compliance Pty Ltd, including our trading divisions 1300 Smoke Alarms Pty Ltd referred to as “The Company”. Please read these terms and conditions carefully before requesting a quotation or booking a service.

CONTENTS

  1. Introduction
  2. Our Services
  3. Bookings & Property Access
  4. Smoke Alarm Compliance
  5. Warranty
  6. Electrical Services
  7. Annual Service Plans
  8. After Hours Emergency Service
  9. Payment Terms
  10. General Terms

1. INTRODUCTION

1.1 About These Terms

These Service Terms & Conditions explain the conditions that apply when you engage us to provide goods or services.

They set out:

  • The services we provide
  • Your responsibilities
  • Our responsibilities
  • How bookings and appointments work
  • Payment terms
  • Warranty information
  • Other important conditions relating to our services

These Terms apply to all customers unless we have agreed otherwise in writing.

1.2 Acceptance

You accept these Terms & Conditions when you:

  • Request a quotation
  • Book a service
  • Accept a quotation
  • Purchase goods or services from us
  • Allow us to attend your property
  • Continue to use our services

If you are acting on behalf of another person or organisation, you confirm that you have authority to accept these Terms on their behalf.

1.3 About Us

The Company provides compliance, maintenance and electrical services to residential, commercial and investment properties.

Our services include, but are not limited to:

  • Smoke alarm inspections
  • Smoke alarm servicing
  • Smoke alarm installations
  • Smoke alarm replacements
  • Smoke alarm compliance assessments
  • Electrical services
  • Safety switch testing
  • Window cord compliance
  • Annual Service Plans
  • After Hours Emergency Service
  • Temporary smoke alarm installations
  • Other related compliance services

We may introduce additional services from time to time.

1.4 Our Commitment

We are committed to providing professional, reliable and compliant services.

Our technicians are trained to carry out work safely, professionally and in accordance with applicable legislation and Australian Standards.

Where additional work is required, we will explain our recommendations and provide a quotation where appropriate.

1.5 Definitions
Annual Service Plan

An ongoing annual subscription that includes scheduled inspections, maintenance and other services selected by the customer.

Business Day

A day other than a Saturday, Sunday or public holiday in the State where the services are provided.

Customer

The person or organisation requesting, authorising or paying for our services.

This includes:

  • Property Owners
  • Landlords
  • Property Managers
  • Real Estate Agencies
  • Body Corporates
  • Businesses
  • Government Departments
  • Authorised Representatives
Emergency Service

Our After Hours Emergency Service available to eligible Annual Service Plan customers, subject to the conditions set out in these Terms.

Property

The residential, commercial or other premises where we provide our services.

Property Owner

The legal owner of the property or a person authorised to act on the owner’s behalf.

Re-attendance Fee

A fee that may apply where we are required to return to a property because we were unable to complete the original visit for reasons outside our control.

Services

Any inspection, testing, maintenance, installation, replacement, repair or compliance service provided by us.

Smoke Alarm

Any smoke alarm, heat alarm or related safety device that we inspect, service, repair or install.

Temporary Smoke Alarm

A battery-operated smoke alarm installed as an interim safety measure while permanent compliance works are being arranged.

Temporary smoke alarms improve occupant safety but do not make a property compliant with smoke alarm legislation.

We, Us or Our

The Company, including our employees, contractors, subcontractors and authorised representatives.

You or Your

The customer, property owner or authorised representative engaging our services.

1.6 Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot legally be excluded.

Where permitted by law, our liability is limited in accordance with these Terms.

1.7 Changes to these Terms

We may update these Service Terms & Conditions from time to time.

The latest version will always be available on our website and will apply to future bookings and services.

1.8 Contact Us

If you have any questions about these Terms or our services, please contact us using the details available on our website.

2. OUR SERVICES

2.1 Our Services

The Company provides a range of compliance, maintenance and electrical services to help property owners meet their legislative obligations and improve the safety of their properties.

Our services are available to residential, investment, commercial and strata properties, subject to availability within our service areas.

The services we provide will depend on the work requested, the quotation accepted and any Annual Service Plan selected.

2.2 Smoke Alarm Services

We provide a range of smoke alarm services, including:

  • Annual smoke alarm inspections
  • Smoke alarm servicing and maintenance
  • Smoke alarm installations
  • Smoke alarm replacements
  • Smoke alarm upgrades
  • Smoke alarm compliance assessments
  • Smoke alarm fault investigations
  • Smoke alarm warranty replacements
  • Smoke alarm testing
  • Smoke alarm battery replacement (where applicable)

Where required, we may recommend replacing smoke alarms that are expired, faulty, damaged or no longer comply with current legislation.

2.3 Electrical Services

We provide electrical services that support smoke alarm compliance and general property maintenance.

Our electrical services may include:

  • Smoke alarm wiring
  • New electrical circuits
  • Fault finding
  • Electrical repairs
  • Power point installation
  • Lighting installation
  • Airconditioning services
  • Ceiling fan installation
  • Switchboard upgrades
  • Safety switch installation and replacement
  • General electrical maintenance

Electrical services are subject to inspection and quotation where required.

2.4 Safety Switch Testing

Where requested, we inspect and test safety switches to confirm they operate correctly at the time of testing.

Testing is completed using recognised testing procedures and suitable testing equipment.

A successful test confirms the safety switch operated correctly during the inspection only. It does not guarantee future performance.

Where a safety switch fails testing or shows signs of damage or deterioration, we may recommend repair or replacement.

2.5 Window Cord Compliance

Where requested, we inspect accessible window cords and chains for compliance with the relevant Australian safety requirements.

Where a window cord or chain is found to be non-compliant, we may:

  • Install a compliant safety device
  • Adjust the existing cord or chain where appropriate
  • Recommend further work

Our inspection is limited to accessible window coverings at the time of attendance.

2.6 Annual Service Plans

We offer Annual Service Plans to assist property owners with maintaining ongoing smoke alarm compliance.

Depending on the selected plan, benefits may include:

  • Annual and/or lease inspections
  • Smoke alarm servicing
  • Compliance reports
  • Warranty administration
  • Reminder notifications
  • Access to eligible After Hours Emergency Services
  • Discounted replacement products or services (where applicable)

Full details of our Annual Service Plans are provided in Part 7 – Annual Service Plans.

2.7 After Hours Emergency Service

Eligible Annual Service Plan customers may have access to our After Hours Emergency Service for smoke alarm emergencies.

This service is available subject to the conditions set out in Part 8 – After Hours Emergency Service (Queensland & NSW).

Availability, operating hours and service areas may vary.

2.8 Temporary Smoke Alarms

Where appropriate, we may install a temporary smoke alarm while permanent compliance works are being arranged.

Temporary smoke alarms are intended to improve occupant safety until permanent works can be completed.

Further information about Temporary Smoke Alarms is available in Part 4 – Smoke Alarm Compliance.

2.9 Compliance Reports

Following an inspection, we may provide a report outlining the condition of the smoke alarms and any recommendations.

Compliance reports reflect the condition of the property at the time of inspection only.

Future changes to the property, smoke alarms or legislation may affect compliance.

2.10 Additional Services

From time to time, we may introduce additional products or services.

These may include compliance inspections, maintenance services, electrical services or other safety-related products.

Any additional services will be subject to these Terms & Conditions unless otherwise stated.

2.11 Service Availability

Our services are available within nominated service areas.

Some services may not be available in all locations.

Where specialist equipment, additional technicians or extended travel is required, additional charges may apply.

If we are unable to provide a requested service, we will advise you as soon as reasonably practicable.

3. BOOKINGS & PROPERTY ACCESS

3.1 Booking a Service

You can book our services by:

  • Email
  • Our website
  • Our Portal
  • Property management software
  • An authorised representative
  • Any other method approved by us

When you book a service, you confirm that you have the authority to request the work and accept these Service Terms & Conditions.

We may refuse or cancel a booking where we are unable to provide the requested service or where it is not safe or practical to proceed.

3.2 Quotations

Our quotations are based on the information available at the time they are prepared.

If additional work is identified during our inspection, we will advise you and provide a revised quotation where practical before proceeding.

Quotations are generally valid for 30 days, unless otherwise stated.

3.3 Additional Works

In some cases, we cannot determine the full scope of work until we attend the property.

If additional smoke alarms, electrical work or compliance upgrades are required, we will explain our recommendations and provide a quotation where appropriate.

Where immediate action is required to make the property safe, we may install a temporary smoke alarm or take other reasonable measures until permanent works can be completed.

3.4 Property Information

To help us complete your service efficiently, please provide accurate information when booking.

This may include:

  • Property address
  • Contact details
  • Property type
  • Number of storeys
  • Existing smoke alarm information
  • Ceiling heights above 3 metres
  • Security systems or fire panels
  • Access instructions
  • Any known hazards

Providing incomplete or incorrect information may result in additional charges or a return visit.

3.5 Access to the Property

Safe and reasonable access must be available for our technician to complete the requested services.

If we are unable to gain access or safely complete the work, a return attendance may be required and additional charges may apply.

3.6 Keys

Where keys are to be collected from a real estate office or another agreed location:

  • Keys must be available at the agreed collection time.
  • Keys must be clearly identified.
  • Keys must provide access to all required areas of the property.

If keys are unavailable, incorrect or do not provide access, we may be unable to complete the work.

A Re-attendance Fee may apply.

3.7 Access by Owners or Tenants

Where access is being provided by the owner, tenant or another representative:

  • Someone over 18 years of age must be present unless otherwise agreed.
  • The responsible person must be available at the agreed appointment time.
  • Safe access must be provided to all required areas.

If no authorised person is available, the appointment may need to be rescheduled.

3.8 Vacant Properties

Vacant properties must still provide safe and unrestricted access.

The customer is responsible for ensuring:

  • Access is available.
  • Utilities are connected where required.
  • The property is safe to enter.
  • Required keys or access codes have been supplied.
3.9 Apartments & Managed Buildings

For apartments, gated communities or managed buildings, customers are responsible for ensuring:

  • Building access has been arranged.
  • Concierge or building management has been notified where required.
  • Lift access is available.
  • Parking restrictions have been advised.

Delays caused by restricted access may result in additional waiting time or a Re-attendance Fee.

3.10 Children & Pets

For the safety of everyone involved:

  • Pets must be securely restrained before our technician arrives.
  • Pets must remain restrained while work is being carried out.
  • Children must be supervised at all times.
  • Minors must not be left at the property without a responsible adult.

If our technician believes the property is unsafe due to unrestrained animals or the absence of a responsible adult, we may stop work and leave the property.

A Re-attendance Fee may apply.

3.11 Safe Working Environment

The safety of our employees and contractors is our priority.

We may refuse to enter or stop work if we believe the property is unsafe.

This may include situations involving:

  • Aggressive behaviour
  • Unsafe electrical installations
  • Structural damage
  • Asbestos
  • Biohazards
  • Unrestrained animals
  • Illegal activity
  • Any other condition that presents an unacceptable safety risk

Where work cannot be completed due to unsafe conditions, a return attendance may be required.

3.12 Respectful Behaviour

We are committed to providing a safe and respectful workplace.

Aggressive, abusive, threatening or intimidating behaviour towards our employees or contractors will not be tolerated.

If this occurs, we may:

  • Stop work immediately.
  • Leave the property.
  • Cancel the appointment.
  • Refuse future services.
  • Charge a Re-attendance Fee where another visit is requested.

Serious incidents may be reported to the relevant authorities.

3.13 Standard Ceiling Heights

Our standard service includes smoke alarms installed on ceilings up to 3 metres.

3.14 Ceilings Above 3 Metres

Where smoke alarms are installed above 3 metres, additional equipment may be required to safely complete the work.

This may include:

  • Extended A-frame ladders
  • A second technician
  • Additional labour
  • Additional setup time

A High Ceiling Re-attendance Fee may apply.

3.15 Scaffold & Specialist Access Equipment

If extended ladders are unsuitable or cannot be used safely, scaffold or other specialist access equipment may be required.

Where this is necessary:

  • We will advise you before proceeding.
  • A separate quotation will be provided.
  • Additional attendance may be required once approval has been received.
3.16 Re-attendance Fees

A Re-attendance Fee may apply where we are required to return to a property because the original visit could not be completed at our full discretion.

Examples include:

  • No access available.
  • Incorrect or unavailable keys.
  • No authorised person present.
  • Unrestrained pets.
  • Unsafe property conditions.
  • High ceilings requiring additional equipment.
  • Additional approvals required.
  • Electrical work to be completed by others.
  • Customer-requested rescheduling after our technician has commenced travelling.

Current fees are available on request.

3.17 Cancellations

If you need to cancel or reschedule an appointment, please provide as much notice as possible.

Late cancellations or appointments cancelled after our technician has commenced travelling may incur a cancellation or Re-attendance Fee.

3.18 Delays

While we make every effort to arrive within the scheduled appointment window, delays can occasionally occur due to:

  • Traffic conditions
  • Weather events
  • Emergency call-outs
  • Previous appointments taking longer than expected
  • Circumstances beyond our reasonable control

If delays occur, we will make reasonable efforts to keep you informed.

3.19 Right to Refuse Service

We reserve the right to refuse or discontinue our services where:

  • It is unsafe to proceed.
  • We cannot gain access.
  • Required approvals have not been obtained.
  • Payment arrangements have not been met where payment is required in advance.
  • These Terms & Conditions have been breached.

4. SMOKE ALARM COMPLIANCE

4.1 Our Approach to Compliance

We help property owners meet their smoke alarm obligations by inspecting, testing, servicing and installing smoke alarms in accordance with the legislation and Australian Standards that apply at the time of our inspection.

Our recommendations are based on the condition of the property, the smoke alarms installed and the applicable legislative requirements on the day we attend.

4.2 Smoke Alarm Inspections

During an inspection, we may:

  • Inspect the location and condition of smoke alarms.
  • Test smoke alarms to confirm they are operating correctly.
  • Check the age and expiry date of smoke alarms.
  • Confirm smoke alarms meet current legislative requirements.
  • Identify alarms that require replacement or upgrading.
  • Recommend additional smoke alarms where required.

Our inspection is limited to areas that are safely accessible at the time of attendance.

4.3 Existing Smoke Alarms

We may inspect smoke alarms that have been installed by another contractor.

If an existing smoke alarm is:

  • Expired
  • Faulty
  • Damaged
  • Incorrectly located
  • No longer compliant
  • Approaching the manufacturer’s end of life

We may recommend repair or replacement.

We are not responsible for faults or defects arising from the original installation completed by another contractor.

4.4 Smoke Alarm Upgrades

Where a property does not meet current legislative requirements, we may recommend upgrading the smoke alarm system.

This may include:

  • Installing additional smoke alarms.
  • Replacing existing smoke alarms.
  • Installing interconnected smoke alarms.
  • Relocating smoke alarms.
  • Completing associated electrical work.

A quotation will be provided before upgrade works are carried out unless otherwise authorised.

4.5 Temporary Smoke Alarms

A temporary 9-volt battery-operated (non-interconnected) smoke alarm may be installed where necessary to maintain a minimum level of fire protection while permanent compliance works are being arranged or awaiting approval.

Temporary smoke alarms will only be installed if:

  • The property has no functioning, in-date smoke alarms.
  • Any storey or level of the property is without at least one functioning, in-date smoke alarm.

Temporary smoke alarms are an interim safety measure only and are not a substitute for compliant, permanently installed smoke alarms. They will not be installed outside of these circumstances.

4.6 Temporary Smoke Alarms Are Not Compliant

Temporary smoke alarms are not intended to make a property compliant with smoke alarm legislation.

They are installed solely as an interim safety measure. They do not interconnect with the other alarms in the property.

The property owner and agent remain responsible for arranging the recommended permanent compliance works or approving quotations in a timely manner.

4.7 Removal or Damage

Temporary smoke alarms must not be removed, disconnected, damaged or tampered with.

If a temporary smoke alarm has been removed or damaged before the permanent works have been completed:

  • Additional service charges may apply.
  • Replacement costs may be charged.
  • The property may remain non-compliant.
4.8 Interconnected Systems

Where legislation requires interconnected smoke alarms, we may recommend installing compliant interconnected smoke alarms.

Where practical, we will match existing systems.

However, compatible replacement products may be used where the original product is no longer available or has been discontinued.

4.9 Fire Detection Panels

Some properties contain monitored fire detection systems or fire indicator panels.

Our standard smoke alarm service does not include testing, programming or servicing these systems unless specifically quoted.

Where specialist contractors are required, additional charges may apply.

4.10 Security Systems

Some smoke alarms are connected to security or monitoring systems.

Unless otherwise agreed:

  • We are not responsible for monitoring connections.
  • We do not guarantee compatibility with existing security systems.
  • Customers should advise us before attendance if smoke alarms are connected to a monitored alarm system.
4.11 Compliance Reports

Following an inspection, we may provide a compliance report outlining:

  • The condition of the smoke alarms.
  • Any defects identified.
  • Recommendations.
  • Compliance status at the time of inspection.
  • Photographs of alarms.

Reports reflect the condition of the property on the day of inspection only.

4.12 Compliance Certificates

Where applicable, we may issue a Compliance Certificate confirming that the smoke alarms complied with the relevant legislation at the time of inspection.

The certificate does not guarantee future compliance.

Future compliance may be affected by:

  • Removal of smoke alarms.
  • Tenant interference.
  • Renovations.
  • Electrical faults.
  • Damage.
  • Expiry of smoke alarms.
  • Changes to legislation.
4.13 Non-Compliant Properties

If a property does not comply with the applicable smoke alarm legislation, we will advise the customer and provide recommendations where appropriate.

Until the recommended works have been completed, the property may remain non-compliant.

4.14 Customer Approval

Unless the customer has provided prior authority, we will not proceed with additional compliance work without approval.

Where immediate action is required to improve safety, we may install a temporary smoke alarm or take other reasonable steps until permanent works can be completed.

4.15 Customer Responsibility

Our inspection, report or recommendations do not remove the owner’s legal obligations.

4.16 Ongoing Maintenance

Smoke alarms should be inspected and maintained regularly in accordance with legislation.

Between our scheduled inspections, property owners and occupants remain responsible for:

  • Keeping smoke alarms clean.
  • Replacing batteries where applicable.
  • Reporting faults promptly.
  • Not removing or interfering with smoke alarms.
4.17 Smoke Alarm Life Expectancy

Smoke alarms have a limited service life.

Even if they appear to operate correctly, smoke alarms should be replaced when they reach the manufacturer’s recommended replacement date or where required by legislation. This is every 10 years under Australian law.

4.18 Legislative Changes

Smoke alarm legislation may change from time to time and in different states of Australia.

If legislative requirements change after our inspection, additional work may be required to maintain compliance.

Any additional work will be quoted separately unless included within an Annual Service Plan.

4.19 Limitation of Inspection

Our inspection is limited to areas that are safely accessible at the time of attendance.

We are not responsible for identifying defects that could not reasonably be observed during a visual inspection or where access was unavailable.

5. WARRANTY

5.1 Our Warranty

We stand behind the quality of the products we install and the services we provide.
Smoke alarms and other products supplied by us are covered by the applicable manufacturer’s warranty, together with any additional warranty benefits included in your Annual Service Plan.
Warranty claims are subject to the manufacturer’s warranty conditions and these Service Terms & Conditions.

5.2 Manufacturer’s Warranty

Where a product is covered by a manufacturer’s warranty, we will assist in administering the warranty claim where appropriate.
The warranty period will depend on the product supplied and the manufacturer’s warranty.
Warranty periods do not restart when a product is replaced under warranty unless required by the manufacturer.

Warranty Period Brands
3 Years Siterwell, Guardian, Detector Inspector, Lucci, Anka, Watch, Interconnect Smoke Alarm, Photoelectric Smoke Alarms, Three Summit or any generic online internet smoke alarm brand.
5 Years Clipsal, Brooks, FirePro, LeGrand, Quell.
7 Years Matalec, Voltex, Trader.
10 Years Emerald, Cavius, Lifesaver, PSA, Red.
5.3 Annual Service Plan Warranty

Customers with an active Annual Service Plan may receive additional warranty benefits in accordance with their selected plan.
These benefits only apply while the Annual Service Plan remains current and all applicable fees have been paid.
If an Annual Service Plan expires or is cancelled, any additional warranty benefits provided under that plan will cease unless otherwise required by law.

5.4 Warranty Claims

If you believe a product supplied by us is faulty, please contact us as soon as possible.

We may ask you to provide:

  • The property address.
  • A description of the fault.
  • Photographs of the smoke alarm or product.
  • The date the issue was first noticed.
  • Any other information reasonably required to assess the claim.

Where appropriate, we will inspect the product before determining whether the issue is covered by warranty.

5.5 What Our Warranty Covers

Subject to these Terms, warranty generally covers defects in materials or workmanship where:

  • The product was supplied and installed by us.
  • The product has been used for its intended purpose.
  • The product has not been modified or damaged.
  • The fault is not excluded under these Terms or the manufacturer’s warranty.

Where a valid warranty claim is accepted, we may repair or replace the product or provide another remedy required under the Australian Consumer Law.

5.6 Warranty Exclusions

Warranty does not apply where a fault has been caused by:

  • Dust, dirt or insect contamination.
  • Water damage or condensation.
  • Lightning or power surges.
  • Fire, flood, storm or natural disasters.
  • Physical damage.
  • Vandalism.
  • Accidental damage.
  • Tampering or misuse.
  • Incorrect use.
  • Unauthorised repairs or modifications.
  • Removal or relocation of the product.
  • Damage caused by another contractor.
  • Failure to maintain the product.
  • Normal wear and tear.
  • Smoke alarms that have reached the manufacturer’s end of life.

If a fault is found to be outside the warranty conditions, our standard service charges may apply.

5.7 Dust & Insect Contamination

Smoke alarms installed in residential properties may be affected by dust, insects or other contaminants.
Dust and insect contamination is considered normal environmental wear and is not a manufacturing fault.
Where an alarm is false alarming due to dust or insect contamination, the repair or replacement may not be covered under warranty.

5.8 Water Damage

Warranty does not cover smoke alarms or electrical equipment damaged by water leaks, roof leaks, flooding, condensation, excessive moisture or corrosion caused by environmental conditions.
The property owner is responsible for rectifying the cause of the water damage before replacement products are installed.

5.9 Damage by Others

Warranty does not apply where products have been damaged, removed or altered by property owners, tenants, builders, painters, electricians engaged by others or other contractors.
If we are requested to attend these products, our standard service charges may apply.

5.10 Existing Products

We cannot provide a warranty on smoke alarms or other equipment supplied or installed by another contractor unless we have specifically agreed to do so in writing.
Where we inspect existing products, our inspection confirms their condition at the time of attendance only.

5.11 Warranty Inspection

Before approving a warranty claim, we may inspect the product to determine the cause of the false alarming, whether the product is covered by warranty and whether the issue has been caused by an external factor.
If the fault is not covered by warranty, the inspection may be charged at our standard service rates.

5.12 Replacement Products

Where a product is replaced under warranty, we may supply the same product or an equivalent product of similar quality and performance.
Where the original product has been discontinued, an alternative compliant product may be installed.

5.13 Access for Warranty Claims

Customers must provide reasonable access to enable us to inspect or replace products covered by warranty.
If we are unable to gain access, a Re-attendance Fee may apply.

5.14 Temporary Smoke Alarms

Where a temporary smoke alarm has been installed while permanent compliance works or a quote is being arranged:

  • The temporary smoke alarm is supplied as an interim safety measure.
  • It is not intended to permanently replace a compliant smoke alarm.
  • It does not make the property compliant.
  • It is not covered by the same warranty as a permanently installed smoke alarm.
5.15 Australian Consumer Law

Nothing in this Warranty section excludes or limits any rights you may have under the Australian Consumer Law.

5.16 Our Responsibility

Where a valid warranty claim is accepted, our responsibility is limited to the remedies available under the manufacturer’s warranty, the Australian Consumer Law and these Service Terms & Conditions.
We are not responsible for indirect or consequential loss arising from a product fault, except where required by law.

5.17 Keeping Your Warranty Active

To help maintain your warranty, we recommend:

  • Keeping your Annual Service Plan current.
  • Reporting faults as soon as they occur.
  • Not removing, painting or tampering with smoke alarms.
  • Following any care or maintenance instructions provided by the manufacturer.

6. ELECTRICAL SERVICES

6.1 Electrical Services

Where requested, 1300 Compliance provides a range of electrical services for residential, investment and commercial properties.

Our electrical services may include:

  • Smoke alarm wiring
  • Smoke alarm installations
  • Smoke alarm upgrades
  • Fault finding
  • General electrical repairs
  • Safety switch testing and replacement
  • Lighting installation
  • Ceiling fan installation
  • Power point installation
  • Switchboard upgrades
  • Other electrical services quoted by us

All electrical work is carried out by appropriately licensed electricians in accordance with applicable legislation and Australian Standards.

6.2 Quotations

Where electrical work is required, we will provide a quotation before proceeding unless:

  • The work has already been authorised.
  • It forms part of an accepted quotation.
  • Immediate action is required to make the property safe.

If additional electrical defects are identified during the work, we will advise you before completing any additional chargeable work.

6.3 Electrical Defects

During an inspection or installation, we may identify electrical defects that affect the operation or safety of the property’s electrical system.

Examples include:

  • No power to smoke alarms.
  • Damaged wiring.
  • Loose electrical connections.
  • Faulty switches.
  • Incorrect wiring.
  • Damaged isolation points.
  • Non-compliant installations.

Where electrical defects are identified, we will explain our findings and provide recommendations where appropriate.

6.4 Customer’s Electrician

You may choose to use your own licensed electrician to complete recommended electrical work.

If you choose to do so:

  • All work must be completed by a suitably licensed electrical contractor.
  • We may require evidence that the work has been completed before issuing a Compliance Report or Compliance Certificate.
  • Any additional inspection required to verify the completed work may incur an additional service fee.

We are not responsible for work carried out by another contractor.

6.5 Safety Switch Testing

Where requested, we will test accessible safety switches using recognised testing procedures.

Testing confirms whether the safety switch operated correctly at the time of inspection only. It does not guarantee future performance.

Where a safety switch fails testing or shows signs of deterioration, we may recommend repair or replacement.

6.6 Temporary Power Interruption

Some electrical work may require the power supply to be switched off for a short period.

Where practical, we will advise the occupant before disconnecting power.

We are not responsible for any inconvenience resulting from a temporary interruption to the power supply while authorised electrical work is being carried out.

6.7 Existing Electrical Installations

Unless specifically engaged to inspect the property’s entire electrical installation, our work is limited to the electrical components directly related to the services requested.

We are not conducting a full electrical safety inspection unless this service has been separately requested.

6.8 Meter Boxes & Switchboards

Where access to the meter box or switchboard is required, it must be:

  • Safe to access.
  • Free from obstruction.
  • Readily accessible.

If access cannot be safely obtained, we may be unable to complete the work.

A Re-attendance Fee may apply.

6.9 Ceiling Access

Some electrical work may require access to the roof space.

The roof space must be safe to enter.

We may refuse roof access where we identify risks including:

  • Excessive heat.
  • Exposed electrical wiring.
  • Water leaks.
  • Vermin.
  • Asbestos.
  • Structural damage.
  • Insufficient access space.

If roof access cannot be safely obtained, we will advise you and discuss alternative options where available.

6.10 Cosmetic Repairs

Electrical work may require the removal or replacement of existing fittings.

While we take reasonable care, minor cosmetic differences may remain after replacing products, including:

  • Paint marks.
  • Ceiling shadows.
  • Previous fixing holes.
  • Slight colour variations.
  • Patch repairs completed by others.

These cosmetic differences are not considered defects in our workmanship and are not the responsibility of The Company.

6.11 Window Cord Compliance

Where requested, we inspect accessible window cords and chains for compliance with applicable safety requirements.

Where a window covering does not comply, we may:

  • Install a compliant safety device.
  • Adjust the existing cord or chain where practical.
  • Recommend further work.

Our inspection is limited to window coverings that are safely accessible at the time of attendance.

The Company is not responsible for replacing broken blinds or chain cords.

6.12 Customer Responsibilities

To assist us in completing electrical work safely, customers must:

  • Provide safe access to the property.
  • Ensure pets are restrained.
  • Provide access to the switchboard where required.
  • Advise us of any known electrical faults or hazards.
  • Notify us if medical equipment or sensitive electrical equipment is in use that may be affected by a temporary power interruption.
6.13 Completion of Electrical Work

Once the authorised electrical work has been completed, we may provide:

  • An invoice.
  • A Compliance Report (where applicable).
  • A Compliance Certificate (where applicable).
  • Any other documentation required by law.

Customers should retain these records for future reference.

6.14 Additional Electrical Work

If further electrical work is requested after the original booking, we may:

  • Complete the work during the same visit where practical.
  • Arrange another appointment.

Additional charges may apply.

6.15 Electrical Standards

All electrical work completed by us will be carried out in accordance with applicable legislation, licensing requirements and Australian Standards that apply at the time the work is performed.

7. ANNUAL SERVICE PLANS

7.1 Annual Service Plans

Our Annual Service Plans are designed to help property owners maintain smoke alarm compliance through regular inspections, maintenance and support.

The services included will depend on the Annual Service Plan selected at the time of purchase.

7.2 What’s Included

Depending on your selected Annual Service Plan, your subscription may include:

  • Annual smoke alarm inspection, and/or
  • Lease smoke alarm inspection
  • Smoke alarm testing and servicing
  • Compliance reporting
  • Reminder notifications
  • Access to eligible After Hours Emergency Services
  • Replacement products or services (where applicable and at a cost)

The inclusions of each Annual Service Plan may change from time to time.

7.3 Annual and/or Lease Inspections

We will contact you when your annual inspection is due.

Inspection dates and appointment times are subject to technician availability and operational requirements.

In Queensland, a lease inspection must occur within 30 days before a new lease or lease renewal.

If we are unable to complete the inspection because access is unavailable, a new appointment will need to be arranged and a Re-attendance Fee may apply.

7.4 Maintaining Your Subscription

To keep your Annual Service Plan active, you must:

  • Pay all subscription fees when due.
  • Keep your contact details up to date.
  • Provide reasonable access to the property.
  • Advise us if the property is sold or changes management.
  • Notify us of any renovations or alterations that may affect the smoke alarm system.

Failure to meet these requirements may result in the suspension of your Annual Service Plan benefits.

7.5 Missed Inspections

If we cannot complete your scheduled annual inspection because:

  • We cannot gain access.
  • Keys are unavailable.
  • The property is unsafe.
  • The appointment is cancelled.
  • Access is refused.

Your property may not remain compliant and a Re-attendance Fee may apply.

7.6 Property Sold

If ownership of the property changes, please notify us as soon as possible.

Your Annual Service Plan does not automatically transfer to the new owner unless we agree in writing.

Outstanding fees remain the responsibility of the original customer unless otherwise agreed.

7.7 Change of Property Manager

If the managing agent changes, please let us know as soon as possible.

Providing updated contact details helps us continue scheduling inspections and communicating important information.

We are not responsible for missed inspections or delays resulting from changes that have not been notified to us.

7.8 Vacant Properties

Annual Service Plans continue to apply when a property becomes vacant.

Property owners and agents remain responsible for:

  • Providing access for inspections.
  • Advising us when occupancy changes if it affects access arrangements.
7.9 Lapsed Annual Service Plans

If your Annual Service Plan expires or is cancelled:

  • Scheduled inspections will cease.
  • Warranty benefits included with the plan may end.
  • Access to eligible After Hours Emergency Services may cease.
  • Discounted pricing may no longer apply.

A new inspection may be required before the property can be re-enrolled.

7.10 Renewals

Annual Service Plans may be renewed each year.

We will provide reasonable notice before your subscription is due for renewal and will be emailed.

Renewal pricing may change from time to time.

7.11 Suspension of Services

We may suspend or cancel an Annual Service Plan where:

  • Subscription fees remain unpaid.
  • We are repeatedly unable to gain access.
  • The property is unsafe.
  • False or misleading information has been provided.
  • These Service Terms & Conditions have been breached.

Where possible, we will notify you before suspending your Annual Service Plan.

7.12 Cancellation by the Customer

You may cancel your Annual Service Plan by providing written notice. There are no part refunds for cancelled Annual Service Plans.

Cancellation does not affect:

  • Outstanding invoices.
  • Fees for services already provided.
  • Charges incurred before the cancellation takes effect.

Unless required by law, fees already paid are generally non-refundable.

7.13 Cancellation by Us

We may cancel your Annual Service Plan if:

  • Payment remains outstanding.
  • We are unable to safely perform the services.
  • Aggressive or abusive behaviour is directed towards our staff or contractors.
  • We reasonably believe fraudulent activity has occurred.
  • You repeatedly fail to provide access.

Any outstanding amounts owing remain payable.

7.14 Changes to Your Annual Service Plan

From time to time we may improve or modify our Annual Service Plans to reflect:

  • Changes in legislation.
  • New technology.
  • Changes to our services.
  • Operational improvements.

Where these changes affect your existing subscription, we will provide reasonable notice where practical.

7.15 Customer Responsibilities

Property owners and agents remain responsible for:

  • Maintaining safe access to smoke alarms.
  • Reporting faults between annual inspections.
  • Not removing or interfering with smoke alarms.

An Annual Service Plan assists you in maintaining compliance but does not remove your legal responsibilities as the property owner.

8. AFTER HOURS EMERGENCY SERVICE

8.1 About Our After Hours Emergency Service

Our After Hours Emergency Service is available to assist eligible customers experiencing a smoke alarm emergency outside our standard business hours.

This service is designed to help restore occupant safety where possible and applies to smoke alarm emergencies only.

The service is subject to the conditions set out in this section.

8.2 Eligibility

Our After Hours Emergency Service is available to properties that:

  • Have an active Annual Service Plan.
  • Have all subscription fees paid and up to date.
  • Are eligible for the service under their selected Annual Service Plan.
  • Are located within our nominated emergency service area.

We may confirm your eligibility before providing assistance.

8.3 Service Area

Physical emergency attendance is generally available to eligible properties located within a 90 kilometre radius of the Brisbane General Post Office.

Properties outside this area may receive telephone assistance only or may incur additional travel charges.

8.4 Standard Business Hours

Our standard business hours are:

  • Monday to Friday
  • 8:00am to 5:00pm (Queensland Time)

Requests received outside these hours may be treated as After Hours Emergency requests.

8.5 Emergency Support Hours

After Hours Emergency telephone support is generally available:

  • Weekdays: 5:00pm to 11:00pm
  • Weekends: 7:00am to 11:00pm

Support hours may vary on public holidays, during severe weather events, natural disasters or other circumstances beyond our control.

8.6 Online Support

Our website contains helpful information to assist tenants in resolving common smoke alarm issues.

This includes:

  • Troubleshooting guides.
  • Instructional videos.
  • Frequently Asked Questions.
  • User manuals.
  • Online emergency request forms.

We recommend reviewing these resources before requesting an emergency attendance.

8.7 Requesting Emergency Assistance

To request After Hours Emergency assistance you should:

  • Call our After Hours Emergency number on 1300 766 532.
  • Follow any instructions provided.
  • Complete our online emergency request form.
  • Follow any instructions provided.

Providing complete information helps us respond more efficiently.

8.8 Troubleshooting

Before arranging a physical attendance, we may ask the tenant to:

  • Identify which smoke alarm is beeping.
  • Follow simple troubleshooting instructions on our website.
  • Reset or silence the alarm where safe to do so.
  • Provide photographs.
  • Confirm the condition of the alarm.

Many issues can be resolved without requiring an emergency attendance.

8.9 Emergency Attendance

Where telephone assistance is unable to resolve the issue, we may arrange an emergency attendance.

Emergency attendance is subject to:

  • Technician availability.
  • Travel distance.
  • Weather conditions.
  • Safe access to the property.

We cannot guarantee immediate attendance.

8.10 Emergency Attendance Fees

An Emergency Attendance Fee may apply where a technician is required to attend outside normal business hours.

Additional charges may also apply for:

  • Replacement smoke alarms.
  • Specialist equipment.
  • Extended travel.
  • Additional labour.

Current fees are available on request.

8.11 Chargeable Attendances

An Emergency Attendance Fee of $175 plus GST may apply where:

  • The tenant has not followed our troubleshooting instructions.
  • Online support material has not been reviewed.
  • The issue has been caused by tenant misuse or damage.
  • The smoke alarm has been installed by another contractor.
  • The smoke alarm has been disconnected, removed or modified.
  • No fault is found when our technician attends.
8.12 Replacement Smoke Alarms

Where necessary, we may replace a smoke alarm during an emergency attendance with a compliant smoke alarm that is immediately available.

The replacement smoke alarm may differ in:

  • Brand.
  • Appearance.
  • Features.
  • Warranty period.

Where practical, we will install a compatible replacement.

8.13 Third Party Contractors

We recommend contacting us before engaging another contractor.

If another contractor is engaged without first following our emergency contact process, we may not reimburse those costs.

8.14 Third Party Reimbursement Costs

If you have not been able to get onto The Company to rectify the issue, a maximum amount of $99 will be payable by The Company to a third party.

This reimbursement will only be considered where:

  • Reasonable attempts have been made to contact us by phone.
  • You have logged the issue on our website.
  • Our emergency contact procedure online has been followed.
  • Supporting information is provided.

Any additional costs remain the responsibility of the customer.

8.15 Technician Safety

The safety of our employees and contractors remains our priority.

Our technician may refuse or discontinue an emergency attendance where they believe the property is unsafe.

This may include:

  • Aggressive behaviour.
  • Unrestrained animals.
  • Electrical hazards.
  • Structural damage.
  • Unsafe access.
  • Any other condition that presents an unacceptable safety risk.
8.16 Alternative Smoke Alarms

Where the original smoke alarm is unavailable, discontinued or unsuitable for immediate replacement, we may install another compliant smoke alarm until a permanent solution can be arranged.

8.17 Customer Responsibilities

Customers and tenants should:

  • Report smoke alarm faults promptly.
  • Follow our troubleshooting instructions.
  • Provide safe access to the property.
  • Not remove or disconnect smoke alarms.
  • Cooperate with our technicians.

Failure to do so may result in additional charges.

8.18 Limitation of Service

While we will make every reasonable effort to provide emergency assistance, we cannot guarantee:

  • Immediate telephone contact.
  • Immediate attendance.
  • Availability during severe weather events.
  • Availability during natural disasters.
  • Availability during widespread emergencies.
  • Availability where telecommunications services have failed.
8.19 Changes to the Service

We may update, modify or discontinue our After Hours Emergency Service from time to time.

The current version of this service will always be available on our website.

9. PAYMENT TERMS

9.1 Pricing

Our pricing is based on the services requested and the information available at the time of preparing your quotation.

Unless otherwise stated:

  • All prices are in Australian Dollars (AUD).
  • GST is included where applicable.
  • Prices may change without notice for future bookings.

Where additional work is required after attending the property, we will advise you before proceeding where practical.

9.2 Payment

Payment is due in accordance with the trading terms agreed between you and 1300 Compliance.

Depending on the type of customer, payment may be required:

  • At the time of booking.
  • On completion of the work.
  • Within the approved account trading terms.
  • Under the terms of your Annual Service Plan.

Accepted payment methods may include:

  • Electronic Funds Transfer (EFT).
  • Credit Card.
  • Direct Debit.
  • Other payment methods approved by us.
9.3 Credit Accounts

Approved commercial customers, property managers and real estate agencies may be provided with a credit account.

Credit accounts remain subject to our approval and may be reviewed or withdrawn at any time.

Failure to comply with agreed trading terms may result in the suspension or cancellation of the credit account.

9.4 Invoices

Invoices will generally be issued after the services have been completed unless payment is required in advance.

Invoices may be sent electronically to your nominated email address.

It is your responsibility to ensure your contact details remain current.

Failure to receive an invoice does not remove your obligation to pay.

9.5 Overdue Accounts

Accounts not paid by the due date may result in:

  • Suspension of future bookings.
  • Suspension of Annual Service Plan benefits.
  • Suspension of After Hours Emergency Service eligibility.
  • Additional administration charges.
  • Debt recovery action.

Any reasonable costs incurred in recovering outstanding amounts may be payable by the customer where permitted by law.

9.6 Re-attendance Fees

A Re-attendance Fee may apply where we are required to return to a property because:

  • Safe access was not available.
  • Keys were unavailable or incorrect.
  • The appointment was cancelled after travel had commenced.
  • The property was unsafe.
  • Additional approvals were required.
  • High ceilings required additional equipment.
  • Electrical work by another contractor had not been completed.

Current fees are available on request.

9.7 Additional Charges

Additional charges may apply where:

  • Additional labour is required.
  • Specialist equipment is required.
  • Scaffold or elevated access equipment is required.
  • Additional technicians are required.
  • Extended travel is required.
  • Additional products are requested.

Where practical, we will advise you before these charges are incurred.

9.8 Cancellations

If you need to cancel or reschedule an appointment, please provide as much notice as possible.

Appointments cancelled after our technician has commenced travelling or where access is unavailable may incur a cancellation or Re-attendance Fee.

9.9 Refunds

Refund requests will be assessed in accordance with the Australian Consumer Law.

Where a refund is approved, it will generally be processed using the original payment method.

Refunding of monies for any reason may incur a processing and handling fee of $9.95 per invoice, deducted from the invoice total.

Subscription fees, service fees and completed work are generally non-refundable unless required by law or otherwise agreed by us.

9.10 Debt Recovery

If your account remains unpaid after reasonable attempts have been made to obtain payment, we may refer the matter to a debt recovery agency or commence legal proceedings.

You may be responsible for reasonable debt recovery costs where permitted by law.

9.11 Ownership of Goods

Smoke alarms and other products supplied by us remain our property until they have been paid for in full, where permitted by law.

9.12 Changes to Pricing

From time to time, we may update our pricing to reflect changes in:

  • Supplier pricing.
  • Labour costs.
  • Legislative requirements.
  • Fuel and travel costs.
  • Operational costs.

Any updated pricing will apply to future quotations and bookings unless otherwise agreed.

9.13 Questions About Your Invoice

If you have any questions about an invoice, please contact us as soon as possible.

We are committed to resolving billing enquiries promptly and fairly.

Please note that raising a query does not automatically extend the payment due date unless agreed in writing.

10. GENERAL TERMS

10.1 Property Condition

Our services are carried out on existing residential and commercial properties.

While we take reasonable care, we are not responsible for pre-existing defects, deterioration or damage that becomes apparent during the normal course of our work.

This may include:

  • Cracked or brittle ceilings.
  • Loose plaster.
  • Water damaged ceilings.
  • Existing paint damage.
  • Ageing building materials.
  • Existing electrical defects.
  • Previous repairs.
10.2 Existing Damage

Where practical, we may photograph or record existing damage before commencing work.

If damage already exists at the property, we are not responsible for repairing or replacing it unless it has been directly caused by our negligence.

10.3 Cosmetic Differences

Replacing smoke alarms or electrical fittings may expose:

  • Paint shadows.
  • Previous fixing holes.
  • Ceiling discolouration.
  • Minor colour differences.
  • Previous repair work.

These cosmetic differences are not considered defects in our workmanship and will not be repaired.

10.4 Photographs & Records

We may take photographs, videos or electronic records before, during and after completing our services.

These records may be used for:

  • Compliance reporting.
  • Warranty claims.
  • Quality assurance.
  • Training.
  • Insurance purposes.
  • Customer support.
  • Dispute resolution.

All photographs, reports and electronic records remain the property of 1300 Compliance.

10.5 Electronic Communication

By engaging our services, you agree that we may communicate with you electronically.

This includes:

  • Quotations.
  • Appointment confirmations.
  • Reports.
  • Compliance Certificates.
  • Invoices.
  • Reminder notices.
  • General correspondence.

It is your responsibility to ensure your contact details remain current.

10.6 Privacy

We collect, use and store personal information in accordance with our Privacy Policy and applicable privacy legislation.

Your information may be used to:

  • Schedule appointments.
  • Provide our services.
  • Prepare reports.
  • Process payments.
  • Respond to enquiries.
  • Meet our legal obligations.

Our current Privacy Policy is available on our website.

10.7 Australian Consumer Law

Nothing in these Service Terms & Conditions excludes, restricts or limits any rights or remedies you may have under the Australian Consumer Law or any other law that cannot legally be excluded.

Where permitted by law, our liability is limited to the remedies available under the Australian Consumer Law.

10.8 Limitation of Liability

To the extent permitted by law, 1300 Compliance is not responsible for indirect, incidental or consequential loss arising from the supply of our services.

Our liability is limited to:

  • Re-supplying the services.
  • Repairing or replacing the goods supplied.
  • Paying the reasonable cost of having the services supplied again.
  • Any other remedy available under the Australian Consumer Law.

Nothing in this section excludes any rights that cannot legally be excluded.

10.9 Circumstances Beyond Our Control

We are not responsible for delays or interruptions caused by circumstances beyond our reasonable control.

Examples include:

  • Severe weather.
  • Flooding.
  • Bushfires.
  • Natural disasters.
  • Road closures.
  • Traffic incidents.
  • Power outages.
  • Telecommunications failures.
  • Industrial action.
  • Government restrictions.
  • Other unforeseen events.

Where practical, affected appointments will be rescheduled as soon as reasonably possible.

10.10 Changes to Our Services

We may update, modify or discontinue services, products or Annual Service Plans from time to time.

Where these changes affect existing customers, we will provide reasonable notice where practical.

10.11 Changes to these Terms

We may update these Service Terms & Conditions from time to time.

The latest version will always be available on our website and will apply to future bookings and services.

10.12 Governing Law

These Service Terms & Conditions are governed by the laws of the State or Territory in which the services are provided and the laws of the Commonwealth of Australia.

Any dispute arising in connection with these Terms will be subject to the jurisdiction of the relevant Australian courts.

10.13 Invalid Provisions

If any part of these Service Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

10.14 Entire Agreement

These Service Terms & Conditions, together with any accepted quotation, Annual Service Plan and any other written agreement between you and 1300 Compliance, form the entire agreement relating to the services we provide.

10.15 Contact Us

If you have any questions about these Service Terms & Conditions or our services, please contact us using the details published on our website or on 1300 766 532.

END OF SERVICE TERMS & CONDITIONS

These Service Terms & Conditions apply to all services provided by 1300 Compliance Pty Ltd, including 1300 Smoke Alarms Pty Ltd, unless otherwise agreed in writing.

Copyright 1300 Compliance Pty Ltd and 1300 Smoke Alarms Pty Ltd

Website: www.1300smokealarms.com.au

1300 Compliance Pty Ltd and 1300 Smoke Alarms Pty Ltd may amend these Service Terms & Conditions from time to time without notice.