Frequently Asked Questions
Want to know more? Take a look through our frequently asked sections.
General FAQs
1. What is your Cancellation or Refund Policy?
You can cancel your services with us at any time. If you cancel prior to any site visits or services rendered, your cancellation will be free of charge.
Are we in the middle of a service? You can still cancel, but we may charge you for any hours worked.
Not satisfied with our service? We will review and address any concerns you may have and take a look at how best to proceed with handling a refund process.
2. I failed an audit, can you help?
Of course! We specialize in helping our clients to become audit compliant. Is there a particular area of your audit report that you are concerned about? Let us know and our team can consult with you to help get you back on track.
3. Can you perform an audit for our site?
While we are a consulting service that supports organizations with audit compliance, we do not perform audits ourselves. As part of our commitment to transparent business practices, we avoid conducting audits to ensure there is no perceived incentive for us to sell additional services or solutions.
What we can offer instead is a “Health Check” of your Evacuation Diagrams, Asset Registers, or Chemical Registers. This allows us to review your current documentation and provide practical advice on areas that auditors commonly assess, helping you identify any potential gaps before an audit occurs..
If the review can be completed remotely and does not require a site visit, our Health Check service is provided free of charge.
4. Where can I find out the cost of your services?
You can email us directly for a quote!
While we would like to have the prices of our products and services clearly displayed, there are simply too many factors that would dramatically change cost from one client to the next. (Site size, service specifications, location, etc).
5. What areas on my site do you need to access?
For all of our services, we require full access to the site.
Our priority is to maintain the highest levels of ethical and professional conduct while on your site.
6. What areas of Queensland do you service?
Our primary service areas are Brisbane, the Sunshine Coast, and the Gold Coast. However, we are able to provide services across all of Queensland.
Please note that locations outside our primary service areas may incur additional travel costs.
Mapping FAQs:
1. How long does it take to develop a map?
Our mapping service has different time tables depending on the product you are requesting. The size and complexity of your site, as well as any custom details will require additional time.
Generally, our BASIC Plan for Evacuation Diagrams can take anywhere from 1 - 4 weeks. While our PRO Plan can take as long as 3 - 8 weeks to complete for large sites that have multiple buildings.
First Aid & Health Safety Maps generally do not take longer than a week, even for large sites.
Wayfinding and Cosmetic Maps can take as little as a single day or several weeks depending on the preferences and specifications of the client. The number of changes a map experiences will lengthen the time it takes to develop a map.
2. Do you provide physical copies of maps?
We usually only provide digital copies of maps, usually as PDFs. However, you can also request them as PNGs, or JPEGs.
If we are installing Evacuation Diagrams, we will provide the physical copies of maps to mount onto the walls.
3. What do I need on my diagrams?
This can be a lengthy explanation, but send us an email with this question and we can give you an easy to read breakdown for both the Building Fire Safety Regulation 2008 and the national
Australian Standard 3745 - 2010.
Though please note that the Building Fire Safety Regulation 2008 legislation is publicly available.
4. Do you install evacuation diagrams?
Yes! Though we inform our clients that due to the issue of asbestos in buildings, we do not drill, nail, or break wall surfaces. We securely fasten your diagrams with the use of thick, Nano double sided tape, or velcro tape.
Our evacuation diagram installation services are a separate cost to our Evacuation Diagram digital map development.
5. I have lost or misplaced my maps, can you help?
Of course! You can request digital copies of your maps at any time free of charge.
6. Do you supply frames for evacuation diagrams?
We do not supply frames separately. We only supply frames when installing your Evacuation Diagrams.
7. What is an evacuation plan? What is an evacuation sign? What is an evacuation diagram?
Great question! An Evacuation Plan is a written document that outlines a set of procedures to help facilitate safe evacuations in the event of a workplace emergency. While we cannot write an evacuation plan for you, we can give limited advice relative to evacuation routes as they pertain to your site.
We recommend approaching the Queensland Fire Services for any specifics about Fire Safety concerns, and their site has an in-depth Facts sheet about emergency planning.
An Evacuation Sign is the template that goes on the wall that outlines the site, and general information and procedures for occupants in the buildings. An Evacuation Diagram is the specific area of the evacuation sign that shows the layout or footprint of the building as it relates to where you are currently standing.
8. Where do I need to install an Evacuation Diagram?
Firstly, an Evacuation Diagram does not necessarily need to be in every room of the building.
A diagram does not need to be mounted in every office, but at a minimum, it should be installed near every immediate exit or stairwell of a building. A part of our site visit is finding locations that are best to mount a diagram onto the wall, however buildings come in all shapes and sizes and sometimes it is best to mount it in another location or on the door directly.
9. Do I need an Evacuation Diagram for every room?
In strictly legislative terms, no. You only need an evacuation diagram where there is an immediate exit leaving the building. However part of our Evacuation Diagram process is assessing the occupancy and ease of exiting a building so we can best advise you where to install them.
10. Do we create editable files for maps?
We do not create editable files, but there are certain small changes or amendments that we can make to your map that may be free of charge on a case by case basis.
11. Are your maps to scale?
Evacuation Diagrams, Assembly Area Maps, First Aid & Health Safety Maps are all created with a reasonable amount of scale. We do not offer options to ignore scale.
Wayfinding signs and Cosmetic maps can be made to a reasonable scale, but are much more flexible to prioritize visual appeal or the amount of information needed to be present on your map.
12. Why is the orientation of my Evacuation Diagrams incorrect?
This happens for several reasons;
a) Almost always, this problem occurs because whoever installed them put them in the incorrect place or the wrong wall. If we did not install your diagrams and only provided digital maps, the individual who installed them was not aware of the correct place indicated by the “YOU ARE HERE” symbol. This issue can be easily rectified with a phone consultation.
b) The incorrect map was put up in the area. This is a frequent problem for clients who choose to put the diagrams up themselves but is easily rectified.
c) We made a mistake on our end. While we do our best to ensure a quality experience, on the rare occasion, we do end up needing to correct our service. In this instance, any amendments required on your maps are free of charge.
13. A piece of equipment is missing from my diagrams/needs to be added?
Don’t hesitate to let us know if there are any changes to your site. Our experts are thorough, but sometimes fire equipment maintenance happens after we have already visited the site. If your diagrams need changes in the first two weeks after you have received them, we can make those changes with no additional cost to you.
14. How often do my diagrams need to be reviewed in regards to the ‘Validity’ or ‘Issue’ date?
Sometimes the “validity” date or “review by” date can be a little misleading. If your diagrams have a validity date for 5 years, that doesn’t mean they aren’t already out of date. Any changes to the site (such as the addition of a building nearby), changes to the footprint of the building, or fire equipment will require them to be updated. We prefer ‘Issue’ date as to not mislead our clients into thinking they do not have to review their Evacuation Diagrams for extended periods of time.
In terms of frequency, the general recommendation we see in the industry is every 5 years. However, if your site changes frequently, we would recommend a yearly review.
Asset Stocktake FAQs:
1. What belongs on my register?
Department guidelines mandate that any item of $500 value or greater be placed upon the register as an asset. Additionally, if an item falls under the category of ‘Portable and Attractive’, it may also be considered to be an asset. The specific consideration of what constitutes ‘Portable and Attractive’ can vary, and our consultants can give you a better idea for what is appropriate or most relevant to you.
2. Do you handle digital assets or physical assets?
Software and other non-physical items are not considered to be assets by department guidelines.
3. How often do I need to do a Stocktake?
A stocktake must be undertaken every financial year at a minimum, but more than one can be performed at your discretion and as needed.
Chemical Register FAQs:
1. What are SDS’s or MSDSs?
MSDS is the acronym for Material Safety Data Sheet. SDS stands for Safety Data Sheet. Their purpose is to inform users about risks, safe handling, storage, and emergency procedures while handling chemicals or substances. Every chemical sold requires a MSDS to be created by the chemical manufacturer, and to be provided upon request.
2. How often do I need to update my chemical register?
Anytime you secure or handle a chemical on site that isn’t already on your register. SDS’s are only valid for a period of five years after their issue, but it is worth checking on a yearly basis if companies have updated their formulas.
3. How do I procure the appropriate SDS?
You can contact the chemical manufacturer, importer, or supplier directly via phone or email. Suppliers are legally required to provide an SDS upon request. If we are handling your Chemical Register, we do all of this for you as part of the process of creating or maintaining your Chemwatch Registry. The Chemwatch e-library contains most SDS documents for chemicals sold in Australia, however occasionally updates or uploads are required.
