FAQ - Maintenance and Porter Services

 

When should a maintenance services request be raised?

Can I lodge a request for specialist equipment?

What is defined as 'maintenance'?

When should a porter services request be made?

How do I make a request?

What hours does the service operate?

How quickly will my request be dealt with?

How do I track the progress of my request?

How do I make changes to my original request?


 When should a maintenance services request be raised?

Maintenance requests can be logged for maintenance to buildings, fixtures & fittings and engineering services within all premises occupied by UniSA staff. Examples of appropriate requests include:

  • Light out/flickering
  • Power failed
  • Plumbing issue: drains, toilets, taps, hot water units, boiling/chilled water units
  • Carpet/vinyl/tile repairs (not replacement)
  • Window repairs (seals, operators)
  • Water leaks
  • Door repairs (hardware, locks sticking)
  • Graffiti removal
  • Blind repairs
  • General air conditioning faults

Can I lodge a request for specialist equipment?

Maintenance requests for specialist equipment and/or special office furniture are not covered by FMU and should be managed by the local area. Pre-approved contractors can be sourced from the Contractors and Consultants register.

Specialist Equipment is defined as items such as:

  • laboratory equipment;
  • school machinery;
  • office furniture which are not standard tables, chairs or desks.

What is defined as 'maintenance'?

There are 3 guiding principles to how we determine whether an activity is a 'maintenance' activity:

  • If something currently exists but it is broken or isn't working, then it is maintenance and will be scheduled for repair/replacement.
  • If something currently exists but is in need of upgrade or replacement this will be considered as maintenance and scheduled accordingly.
  • If something doesn't currently exist then it is considered 'New Works'. Requests for New Work can be initiated via FMU; however any work undertaken will be invoiced to the local area.

When should a porter services request be made?

A porter request can be made for the following actcivities:

  • Intra and inter metropolitan campus transport of furniture and equipment.
  • Set up and pack down of meetings, functions and events.
  • Transfer of archive boxes to records management.
  • Transport of bulky waste to collection points.

The following guiding principles are used to determine whether a request for Porter Services can be actioned by FMU:

  • Size of the item - standard items that can be moved by no more than two people and can fit within a standard ute or 3 tonne truck fall within the scope of the service.
  • Need for specialist equipment - items requiring specialist vehicles or lifting equipment in order to be moved are out of scope. For these items a specialist removal organisation should be contacted.
  • Risk - Requests to move items of equipment which present a liability risk such as laboratory equipment, gymnasium equipment/machines, artworks etc. cannot be moved through this service due to insurance liabilities. These items should be moved by a suitably qualified organisation with an appropriate removals insurance liability policy.
  • Location - The service is primarily intended for inter and intra metropolitan campus transport however the transport of items in close proximity to the campuses will be considered on a case by case basis. Requests to move/transfer items to or from Whyalla or Mount Gambier are not in scope. In these instances a courier service should be used.

How do I make a request?

There are 3 options for lodging a support request:

  • Raise an on-line request
  • Contact FMAssist on x55555
  • Visit your campus FM Assist office in person and speak to the team

'Emergency Maintenance Works' can be reported 24/7 via Security Ext. 88888

What hours does the service operate?

The service operates between 7am - 7pm Monday to Friday. Routine tasks are scheduled during the normal working hours.

How quickly will my request be dealt with?

There are three levels of service response:

  • An Emergency is a Fault or Incident which presents an immediate threat to people or property. An 'Emergency' should be phoned through to Security (x88888) so that contractors can attend immediately.
  • High Priorities are faults which present a threat to business continuity such as a power outage. High Priority tasks should be phoned through to FM Assist (x55555) and every effort will be made to have a contractor attend within 1 hour.
  • Most tasks generally fall into the 'Routine' category and will be attended to in accordance with resource availability.

How do I track the progress of my request?

You will receive system generated emails when your request is logged, when our minor maintenance and porter contractor receives the request, if there are any changes or delays to the request and on completion of the job.

How do I make changes to my original request?

Contact FM Assist on x55555 with your customer service request (CSR) reference number and the staff will be happy to make the changes for you.