Emergencies can strike a lot of negative emotions. It can impair our ability to think and clearly make decisions. That’s why it’s crucial to have a plan in place on how to respond to emergencies.

Incidents relating to your fire safety system are no different. Building owners and managers should have a good plan and reasonable preparation on how to respond when an incident occurs. Not only could it potentially save your property, but it could also save costs.

  • What counts as an emergency?

    First, we should define what is considered an emergency. The obvious indicator is any incident (including false alarms) that causes your fire alarms to activate. Emergencies can also include faults and issues with your fire systems such as leaking pipe, a broken sprinkler head, or a fault in your fire panel.

    Often these issues and emergencies present themselves outside of regular working hours. Therefore, it can cause a lot of inconvenience to you and others affected.

  • What important information should I provide when making a call?

    When incidents occur outside of normal work hours it can be easy to panic. That’s why it’s important to keep in mind the essential information you need to supply to your service provider when you call for their assistance.

    Many businesses employ overseas call centres for after-hours services. So be prepared to speak to someone who is not a native English speaker. Be patient and reasonable when talking to these agents.

    They will likely ask you a series of questions. Answer as clearly as possible. Also, try to ensure you mention:

    • The exact address of the affected property
    • Your name and contact details (mobile number is preferable)
    • A brief description of the incident

    Remember, there is no need to go into great detail about the incident. The person who is taking your call may not be the same person who will fix the issue. Call centre operators only relay your call based on the scripted questions they asked.  You can provide additional details to the technician as soon as they contact you.

  • What should I expect from the technician attending to my emergency?

    It is of utmost importance to provide access when the technician arrives. Aside from that, the technician should know exactly how to resolve the issue. Some issues can be fixed right away but some need to be re-attended during regular hours due to their complication. The technician will provide you with all the details on their service report. Be ready to accept a follow-up call from the technician after the job is carried out.

  • What are my options when it comes to out of hours service?

    Fire alarms are treated seriously, even if it is a false alarm. When your fire systems are wired to automatically call the brigade, expect them to arrive soon after an alarm goes off. In most cases, the fire brigade would only isolate the cause of the false alarm and will leave to you to call your fire safety provider to investigate and fix the issue.

    Unless you feel that the issue is urgent and needs to be fixed right away, you can defer calling your fire safety provider until the next business day. In this way, it is cheaper and more convenient for everyone.  Keep in mind that after-hours calls are much more expensive than regular hours!

    In cases where fire brigade is not involved, you are left to call your fire safety provider to assist you. Again, if it is a false alarm, it is helpful to know how to mute the alarm coming out of your fire systems and call your fire safety provider during regular business hours.

Of course, you must also confirm with your fire safety provider if they provide access to 24/7 emergency service. Having someone to rely on during emergencies is essential specially when it comes to fire safety. A serious fire safety provider should have the capacity to be there for you no matter when you need them. Lastly, always keep your fire systems well maintained to guard and protect you day and night.

Need 24/7 fire safety service? Contact Global Fire. Whatever the hour, we can assist via our emergency line. Our expert team will then attend to any fire safety system issues, anytime. For a wide range of fire protection solutions, call us now on 1300 88 70 18 or email inquiries@globalfire.com.au.