Covid19 Winter Support

THE COVID-19
Essential Safety & Comfort Protocol

OUR MEASURES TO PROTECT BOTH CUSTOMERS AND STAFF

A series of questions when booking a call:

• Have you returned from overseas travel in the last 14 days?
• Have you knowingly come into contact with family or friends who have travelled overseas in the last 14 days?
• Have you knowingly come into contact with family or friends who have been diagnosed or exposed in Australia in the last 14 days?
• Are you feeling unwell or showing any symptoms linked with COVID-19?

OUR SERVICE TECH SAFETY PROCEDURES IN DETAIL

• We ask our staff to maintain consistent communication with our customers to promote reliability and diligence. An example of this service is we have our field technicians notify their customers prior to arrival, to give an approximate estimated time. This is to help reduce the expectation of our customers to be available all day and promote a more efficient stream of communication.
• During this sensitive time whereby new law enforcements have been issued to minimise social contact, our technicians actively abide by these requests. Face masks have been issued to minimise our exposure to your home, and a new set of disposable gloves are to be worn upon arrival. This is a measure to also help protect our employees, to help alleviate potential exposure between visited jobs.
• We do our best to have our work vehicles stocked so as our technicians have access to relevant parts and equipment for most standard jobs. This is to minimise the potential for a returned visit, to promote efficiency and reduce social contact.
• Our initial contact with your home is courteous and respectful. We will knock then distance ourselves from the door to abide by the 1.5-meter rule. We encourage our customers to voice precautions they’d like us to consider when entering their home, to help keep their loved ones safe as well as our employees diligent and informed.
• Our initial contact with our customers mainly is directed through the office, where we take the opportunity to ask you about your current situation and can clarify what service you’d like us to provide. We have initiated the process of asking relevant COVID-19 questions so as proper precautions can be followed by our field technicians when attending the property.
• Onsite our technicians will ask a few rudimental questions to understand your heating and cooling situation. This is to reduce social contact and allows our customers to reside in comfort after this initial contact. These questions may include:
• 1. Are there any known issues with the unit?
• 2. The location of the controller or thermostat, to inspect any faults or identify a potential hardware issue.
• 3. Where the location of the secondary unit is? And if it an internal or external unit. Please advise that access to your internal unit needs to abide by certain criterion. ie. A manhole or an alternative safe access point, whereby there is a structured walkway and lighting provided.
• Our technicians are qualified and reliable, whereby customers can feel comfortable with allowing us to service their appliances and enter their home.
• Here are multiple ways to pay for our provided service. During the COVID-19 epidemic, the health and safety of our customers and employees is a primary concern. To minimise physical exchanges, we have initiated the procedure of processing card details over the phone to our office staff. If this isn’t a viable request, we can also take cash or process credit cards onsite with precautions to promote the health and safety of our employees and customers.
• The potential of contamination is reduced with a newly initiated and enforced waste procedure. The onsite technicians are to contain their used gloves in a mobile rubbish container to be then properly disposed of each day in a sanitary and safe environment. Paired with disinfectant and sanitiser, in-between jobs the technicians can maintain a high level of hygiene.

If you need any further information or clarification about our Essential Safety & Comfort protocol please contact us with a message or a phone call. We’re here to help keep you and your family safe and comfortable throughout this challenging situation.