Capability Statement · Bio-Hazard Cleanup after Crime, Trauma, or Death Carpet, Floors and...
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Capability Statement 2013
Transcript of Capability Statement · Bio-Hazard Cleanup after Crime, Trauma, or Death Carpet, Floors and...
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Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 2
Contents
Company Profile .................................................................................................... 3
Teamwork ............................................................................................................ 4
Company Registration ............................................................................................ 5
The Institute of Inspection, Cleaning & Restoration Certification (IICRC) ................... 5
Due Diligence ....................................................................................................... 6
1. Points to Consider ........................................................................................ 6
2. Service Standards ........................................................................................ 6
Warranties ........................................................................................................ 6
Markets We Serve ................................................................................................. 7
Company Structure ............................................................................................... 8
Expertise Platform ................................................................................................. 9
Client Care ......................................................................................................... 10
Event Notification ............................................................................................. 10
Prompt Communication & Regular Interaction ...................................................... 10
Report Standards ............................................................................................. 10
Client Service Tracking ..................................................................................... 10
Capabilities......................................................................................................... 11
Catastrophe Plan ................................................................................................. 12
Quality Control .................................................................................................... 13
Our Offices ......................................................................................................... 14
Accreditations & Memberships .............................................................................. 15
Summary ........................................................................................................... 16
Major National Clients ....................................................................................... 16
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 3
Company Profile
Steamatic is Australia’s Largest Restoration Company
Since Steamatic’s establishment in Australia in 1986, commitment, expertise
and integrity is what has differentiated Steamatic to Australian industries.
Steamatic is Australia’s leading provider of restoration, cleaning and disaster management services and provides unrivalled coverage of the domestic and
commercial restoration and loss mitigation sectors.
Headquartered in Melbourne, Steamatic has a network of over 20 service response centres throughout Australia including Branch Offices in New South
Wales, ACT, Queensland, South Australia and Victoria. In addition, Steamatic has the capability, resources and infrastructure to attend anywhere in Australia where a catastrophe has occurred. Our stated aim is to ensure our service and
commitment to our clients meets our aspirations of quality and reliability whilst delivering an effective and cost efficient service 24 hours a day, 7 days a week.
Steamatic is committed to helping insurance companies, loss adjusters & intermediaries reduce the cost of claims and retain their clients. Additionally, we aspire to provide the very highest levels of specialist services to a wide range of
commercial, public and private sector organisations.
Through the use of proven systems and the latest technology, we deliver a highly responsive and cost-effective service. Our innovative approach and on-going technology investment strategy ensure that we continue to enhance our
service package and remain at the forefront of continuous improvement within the damage restoration and loss mitigation marketplace.
Projects undertaken by the company include commercial and residential
property, industrial, sporting, health, government, retail, education, hotels, clubs and tourism.
Employing more than 300 staff Australia wide, Steamatic has played a leading role in the restoration and recovery of every major disaster in Australia including
but not limited to Cyclone Larry, Cyclone Yasi, regional storms in Queensland, Mackay Floods, Melbourne Floods and Sydney downpours.
The growth of the company is the foresight of CEO Oliver Threlfall, who guides the direction of Steamatic Australia. His vision of developing a vibrant,
contemporary and innovative restoration company that maintains a healthy respect for traditional values has been meticulously crafted over the last quarter
century.
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Steamatic Capability Statement v1.0 4
Teamwork
We have experienced staff trained to handle the appointed task and we specialise and combine our national resources to unite our skills whatever the
claim, wherever the loss.
Many of our technical training programs are delivered in partnerships with key organizations in Australia and United States.
In addition to technical training, our staff understand the need for respect, integrity and compassion when dealing with clients.
Steamatic strive to gain efficiencies using talent and expertise that really makes a difference in being a leader in the commercial and residential restoration
market place.
We understand that in any given event, we have a number of clients to satisfy apart from the distressed client - such as General Insurers, Insurance
intermediaries, and Underwriting Agencies.
It has proven beneficial for all parties in an incident to use a reputable specialist
restorer like Steamatic whose experience in assessing the damage, carrying out safety checks on electricity and utilities as well as ensuring the property is adequately ventilated and safe can make a discernible difference to the end
client.
In any disaster or major incident the capacity to maintain stability in the face of
a disaster and recover quickly requires a resilience based on actions taken to reduce the consequences of the disaster and it is called “ mitigation ‘
Steamatic is Australia’s leading loss mitigation organisation. Once the basics for
loss mitigation have been completed, the process of restoring buildings and contents can begin.
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 5
Company Registration
Company Name: Fischers Cleaning Pty Ltd
Trading as: Steamatic
ACN: 005 042 642
ABN: 65 005 042 642
Date of Incorporation: February 27th, 1974
Registered Business Address: 23 Jarrah Drive Braeside Victoria
Telephone: 03 95876333
Facsimile: 03 9587 6572
Email: [email protected]
Website: www.steamatic.com.au
The Institute of Inspection, Cleaning & Restoration Certification (IICRC)
The Institute of Inspection, Cleaning and Restoration Certification (IICRC) is an independent certification and standard-setting organisation for the inspection,
cleaning and restoration industries. Steamatic has gained certification in the following areas:
Carpet Cleaning Carpet Repairs and Reinstallation
Upholstery and Fabric Cleaning Health and Safety
Water Damage and Restoration Fire and Smoke Restoration Hard Floor Care
Crime and Trauma Scene Clean Up Meth Lab Clean Up
Applied Microbial Remediation Mould Investigation
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Steamatic Capability Statement v1.0 6
Due Diligence From the first call to completion of the work the Steamatic performance monitors focus on two (2) key sets of protocols:
1. Points to Consider
Superior Services range Swift response times Recognition of Claim lifecycle
High Quality workmanship Strong relationships with all stakeholders
Development of client focussed cleanup, restoration & recovery solutions Passion , empathy, international knowledge and local experience
2. Service Standards
After determining the nature, severity and cause of damage, we immediately report the details for new instructions and mobilise the right
Steamatic equipment and resources where necessary All Steamatic appointments have a consistent approach because for 25
years we have honed our people, services, prices and equipment to consistently provide our trademark high level of services from every Steamatic operation in Australia , New Zealand and Asia.
Our reports and communication contain a breadth and depth of information about loss, damage or breakage that enables the relevant
stakeholder to correctly assess the exposure. We recognise the importance of urgent service delivery as many people
rely on speed of response as being an important factor in resolving their
damages.
Warranties
A unique advantage of dealing with Steamatic is the comfort and peace of mind the Steamatic warranty provides with regard to the due skill and care taken in the restoration of all goods. Steamatic also warrants its
restoration for a period of one year from the provision of the service. The Warranty is limited to the re-performance of Steamatic services or
refund of the service price and excludes any damage that occurs as a result of the defective manufacturing of a product used during the restoration process.
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Steamatic Capability Statement v1.0 7
Markets We Serve
Disaster Restoration General public as well as Insurance companies, loss adjusters, insurance
intermediaries, for domestic and commercial policyholder claims.
Insurance Intermediaries
Steamatic offers a range of comprehensive services to Intermediaries including Early Loss
Mitigation and Triage training.
Loss Adjusters /Assessors
Steamatic provide a wide range of Clean Up &
Restoration Services for Loss Adjusters.
Education
Schools, college and universities utilise our
regular preventative maintenance services.
Property Management
Housing associations, managing agents, real
estate agents, educational, public service establishments and general facilities management have benefitted from our
expertise.
Local Authorities & Public
Utilities
We have assisted Local Authorities and Utility
companies with regular maintenance and disaster recovery solutions.
Retail & Leisure
Clubs, Restaurants, Hotels, Conference facilities, Theatres and Retail outlets use our
services to ensure a hygienic, clean environment.
Commercial Transportation
Including Heavy vehicles, Buses, Taxis, Trains
Health
Hospitals, Medical and walk in centres, Dental
practices, Nursing homes and Veterinary centres.
Other Commercial Institutions
Providing specialist cleaning, disaster recovery and risk minimisation services to Commercial
organisations.
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 8
Company Structure
The Management team comprises a CEO; CFO followed by Group Managers,
State Managers and associated teams
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Steamatic Capability Statement v1.0 9
Expertise Platform
Qualification Name Availability
CFO Cleo Pereira Australia Wide
Accounting Magdolina Kiss Australia Wide
Compliance Leisl West Australia Wide
Compliance/Legal Christina Dahdal Australia Wide
Engineering Gordon Schwarz Australia Wide
Information Technology Uday Jagasia Australia Wide
Document and Media recovery
Cheryl Pennifather Australia Wide
CEO Oliver Threlfalll Australia Wide
Management Angela Fitzpatrick New South Wales
Management Lyndell McVey Queensland
Management Grant Griffin Victoria
Marketing Mark Silveira Australia Wide
Meth Lab Remediation Dennis Perin Australia Wide
Mould Removal Brendan Lamperd Australia Wide
Risk Management Mike Quinlan Queensland
Science (Chemist) Prem Mathes Australia Wide
Training Steve Quinn Australia Wide
Workplace Health &
Safety
Joe Lawless Australia Wide
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 10
Client Care
A major facet of the Steamatic business success is our strong client focus in all
stages of the operation and we have illustrated prominent items below.
Event Notification
24/7 Call Centre to administer emergency response
Prompt electronic entry to establish client record Record all relevant information prior to assessment
Prompt Communication & Regular Interaction
Effective communication with client/s to reduce anxiety. Initial information to include:
Who we are? What will happen?, Approximately when?
What actions? ( if any are require from them) e.g. remit excess, leave keys etc
Effective communication with other stakeholders Prompt reports and phone calls with relevant emails at all stages of the
restoration solution Regular documentation of progress to relevant stakeholders
Report Standards
First Report within 24 hours. Detailed Reports contain:
Floor plan Digital images Damage assessment
Repair/restoration Estimate
Client Service Tracking
Events are managed by Steamatic proprietary software from start to finish Incidents are tracked to maintain committed time frames. Equipment and
resources are continuously monitored for consistency and accuracy.
A full pattern of activity is always used in the final analysis of each appointment to measure any deviations from agreed standard protocols/ processes.
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 11
Capabilities
Air Duct and HVAC Cleaning
Bio-Hazard Cleanup after Crime, Trauma, or Death
Carpet, Floors and Furniture Clean
Commercial Fire and Water Damage, Clean, Restoration and Recovery
Desiccant Drying and Dehumidification of Buildings / Structures
Electrical Plant, Electronic and Mechanical Property Restoration
Fire Damage Restoration to Domestic and Commercial Property
Furnishings, Coverings, Blinds, Shutters, Venetians cleaned
Graffiti, Malicious Damage and Tenant Damage, cleaned and removed
Hard Surface Clean of Driveways, Car parks and Concrete Floors
Heating, Air - Con Cooling and Ventilation cleaned / maintenance
Hospital Strength Decontamination and Remediation
Illegal Meth lab locations - Decontaminated and Approved for habitation
Internal surfaces, Walls, Ceiling and Contents cleaning
Irradiation treatment
Latex Resurrection Restoration
Mould Treatment and Removal for all surfaces and items
Paper, Books, Microfiche, X ray and Media Restored using Vacuum Freeze
Dry
Paving, Tiles, Driveways and Concrete surfaces Dry Ice or Pressure
cleaned
Pet ,Food, Alcohol, and Chemical Odours removed
Train, Boat, Plane, Car, Truck and Bus Interiors cleaned and deodorised
Plus
Pack out of items
Removal of debris
Inventory provided
Secure Storage
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 12
Catastrophe Plan
In an increasing volatile climate, natural disasters can strike anytime, anywhere. Recent flooding and cyclone strikes are testament to the destruction that can
wreak havoc without warning. Steamatic has an Emergency Contact centre available 24/7 with an emphasis on
sympathetic and urgent service via trained staff. The foundation of a successful financial recovery following a major disaster is an accurate and timely
measurement of the damage sustained. From the initial clean-up mitigation to the rebuilding process, it is important to assign personnel with the ability and
demonstrated capabilities to commence restitution.
Underpinning Steamatic’s resources and capabilities, particularly in times of any
natural disaster, are our 4 guiding features;
1- Catastrophe Manager
During a catastrophe, we appoint a Catastrophe Manager to organise and co-ordinate the entire event to ensure all issues are prudently instigated in a timely manner whilst adhering to service standards and efficient damage control.
2-Strength
Steamatic have 300 plus staff to move fast to any area where there is fire,
flooding, tidal damage or cyclones. We have engineers and technicians on site within hours to assess, mitigate and quantify the loss.
3-Expertise
Having invested in leading edge technology, we have the right equipment to assist in any eventuality. Steamatic does not sub contract and uses local labour
as necessary.
4-Cost Effective
Our 25 years experience with Commercial, Domestic and Local Government
projects means we are able to quickly identify components which are recoverable and then report to Insurers/ Assessors and Local Government about
needs for immediate action. Combined with the significant savings achieved through restoration, it proves to be a compelling proposition.
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 13
Quality Control
Steamatic has a comprehensive quality control programme which focuses on continuous improvement and the pursuit of the highest level of client service.
The programme includes a “first look “process where photos and measurements are taken to identify exposure and potential quantum. In addition, we take the
opportunity to address any mitigation aspects which pose a potential risk.
This process is designed to ensure minimal quality issues at completion however, we understand things can go wrong and our systematic approach to identifying
and rectifying these issues ensures that clients are kept well informed and receive the high level of satisfaction they expect.
The role and skills of the various teams appointed to inspect, report and restore are part of our cohesive approach to using the energies and skills of all staff to
match the work flow with their unique qualifications to administer a broad range of specialist outcomes no matter what the damage, wherever the damage, whether it is an insurance or non insurance issue or pre/post loss or
maintenance.
In addition, we ensure compliance laws and guidelines are adhered to and we communicate our findings and case studies via both internal and external newsletters. In addition, we have pioneered an early weather warning SMS
program to forewarn the insurance industry of potential weather events in major States.
Steamatic systems and procedures support best practices to enhance and monitor:
(a) Timeliness
(b) Information reliability and (c) Communication with key people internally and with external stakeholders.
This means we have:
Efficient and consistent communication protocols
Consolidated reporting across all client segments and localities. The ability to constantly keep abreast of technological trends and adapt to
changing business conditions The ability to evaluate changing market conditions as far as restoration and
restoration and mitigation is concerned and establishing relationships with
market stakeholders Reporting protocols that Streamline our team assessments and timeframes
and achievements A 24/7 National Contact Centre
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 14
Our Offices
Adelaide Unit 5/49 Naweena Road, Regency Park, SA 5010 P: (08) 8347 4899 E: [email protected]
Albury-Wodonga 314 Kiewa St. South Albury, NSW 2640 Australia P: (02) 6021 7761 E: [email protected]
Ballarat
Factory 4/31 Grandlee Drive Wendouree Vic 3355 P: (03) 5339 4650 E: [email protected]
Ballina/Northern Rivers Address: 3 Roy Place Richmond Hill Phone: (02) 6624 5682 E: [email protected] Batemans Bay P: (02) 4454 1259
Bendigo Address: Unit 1/11-15 Maynard Drive Epsom VIC 3551
P: (03) 5448 5200 E: [email protected]
Brisbane Address: 64 Buchanan Road Banyo Qld 4014 P: 07 32674400
Canberra Address: 2/38 Dacre Street, Mitchell ACT 2911 P: (02) 6242 0856
Coffs Harbour Address: Unit 3, 2 O’Keefe Drive, Coffs Harbour NSW 2450 P: (02) 6652 1253
Geelong Address: 129 Marshalltown Road, Grovedale
VIC 3216
P: (03) 5241 6333 Gippsland Address: 124 Waterloo Road, Trafalgar, Vic 3824
P: (03) 5633 3256 Gold Coast Address: Unit 10 / 14 Hopper Ave, Ormeau QLD 4208 P: (07) 5549 2422 / 0412 50 6666
Horsham Phone: 1300 783262
Melbourne Address: 23 Jarrah Dr, Melbourne VIC 3195 P: (03) 9587 6333 Newcastle Address: 1/39 Glenwood Drive, Thornton
NSW 2322 Phone: (02) 4966 0432 Shepparton Address:13 Gemini Crescent, Shepparton VIC 3630 P: (03) 5822 0022
Sydney
Address: 113 Bonds St. Riverwood NSW 2210 P:(02) 8525 8800 Wagga Wagga & Riverina District
Address: 14/138-140 Hammond Avenue, Wagga Wagga NSW 2650 P: (02) 6925 9214
Warrnambool
Address: 1/6 Hammond Place, Warrnambool, VIC 3280,Australia P: 1300 783262
Yea Address: Whittlesea Rd Yea VIC,
PO Box 238 Yea VIC 3717,Australia P: (03)5797 2555
Email: [email protected]
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 15
Accreditations & Memberships
Steamatic places great emphasis on running our business ethically and promoting the very highest standards of client service. We also believe in
ensuring our staff have access to the latest industry bodies training facilities, and (where applicable) has membership and accreditations with the following organisations or recognises staff who have attained qualifications.
Delivering Solutions, Saving Property.....Restoring Lives!
Steamatic Capability Statement v1.0 16
Summary
As World leaders in domestic and commercial cleaning and restoration, Steamatic is on call 24/7 with the latest cleaning and restoration technologies
to restore property.
As world leaders in cleaning and restoration services we offer the following
unique services.
Specialist salvage, cleaning and restoration technologies Services both domestic and commercial property Global reach, local touch
Globally we have 400 offices in 25 countries National Australian presence – over 20 Locations
Locally employ 350 people in Australia Australia wide 24/7 service for domestic, commercial, government and
insurance industry
Major National Clients include:
Bing Lee Crown Casino Bunning’s Warehouse
Telstra Harvey Norman
Cerno Cunningham Lindsey IAG
Suncorp Insurance Steadfast
AAMI Crawfords Allianz
Guild Insurance Ansvar Insurance
Chubb Insurance CGU
