Australian weather regularly sees areas that receive excessive amounts of rain that can cause flooding to buildings which can affect your vertical transportation equipment. This web page is designed to help answer some of the questions our customers and passengers may have regarding any equipment that may have been affected by the flooding.
The first thing you need to do is call our Customer Service Centre directly on 13 18 74 to log a job. Once your job has been logged in our system a technician will be dispatched to your site as soon as possible to isolate and ensure the equipment is safe.
We will record in our system that the equipment is shut down (if needed) and now awaiting further assessment from our Service team once the water has been drained from the Lift/Escalator pits as arranged by the customer.
As we move into the assessment phase of our response, we prioritise these based on Aged Care, Health Services, Public Transportation and buildings with no operational lifts. Our Service Administration team will be contacting our affected customers in order of priority as per above to organise an assessment. If required, please provide a work order for the assessment when they make contact if you haven’t already.
The assessments will take one Technician an estimated four hours per unit. Following this we will provide you with two further quotes as follows:
If you have logged a call with us and you still haven’t had a technician visit your site please call our Customer Care Centre again directly on 13 18 74.
Components that have been in contact with water may need to be replaced after the assessment has been completed. Water damaged components may affect the reliability of your equipment, and we cannot guarantee consistent operation until the components have been replaced or repaired. You will receive quotes after the assessment on what needs to be fixed to return the equipment to normal working order. Please speak with your Service Leader.
Our service team are busy prioritising their jobs to get equipment back up and running. Please be assured that if you have logged a job with our Customer Service Centre, someone will be in touch as soon as possible. Please be patient with our team and we will respond as soon as we can.
Once the pit is dry you need to inform the Customer Service Centre that the water has been drained and we will dispatch one of our team to do an assessment. If the equipment can be put into temporary service, we will do this. However, if components require replacing then the quote for this will be sent to you immediately for your approval. Once this has been approved, we will source the part/s to get your equipment back into service as soon as possible.
Please contact your Building Manager to confirm if they are aware of the problem. If they are, they should have contacted our Customer Service Centre to log a job. Your building manager will be able to provide you with any updates.
Entrapments and the safety of our passengers is always our number one priority. If there is an entrapment, please use the lift phone button on the panel inside the lift. This will connect to our Customer Service Centre and allow us to confirm that the passenger is trapped. Once we can confirm this with the passenger, we will dispatch a technician straight away. Entrapments always take priority.
Many of our components are the same across different equipment. We keep a high level of available stock in our warehouses but with flooding these normal stock levels may decrease. We are working closely with our global factories to ensure that we get required parts into the country as soon as possible. Your Service Leader or Team Leader will keep you updated on timings accordingly.