Customer Service FAQs

Advise you will see what we can do and ask “can I start with some details?”

Ask for their postcode so that you can look up the rates in their area.

Yes.

Once the job is allocated to one of our cleaners, the cleaner will contact the client to meet prior to start or before the clean. Client can use rates on our website to calculate the cost once estimating how many hours they want. Often, the cleaner can give an estimate over the phone.

Our cleaners are contractors so it’s up to them if they adjust their rate to work on a public holiday.

If a client has the time to put a list together or leave out some instructions, this helps the cleaner work to their priorities during the timeframe allocated

No.

We have individuals and cleaning teams of two. Remember, if we allocate a team of two, the clean is completed in half the time.

Yes.

The cleaner placed will call the client to arrange a time to meet either before the job starts or on the start date by arriving 10-15mins early.

Advise the client you will generally hear back from us within a day or two.

Yes.

As some of our cleaners don’t have English as their first language, if a client can’t communicate adequately with their cleaner they need to let us know so another cleaner can be placed.

All you can say is “let me see what I can do for you” but if you think the client is being dodgy, refer to Team Leader.

No.

There is no contract for booking our cleaning service. It can be started, stopped or paused whenever the client wants. Remind client though that the cleaner is relying on the work for regular income.

A service can be cancelled at any time without a penalty fee. Advise the client that we hate to lose business so if they’re not happy with the service for any reason, let us know so we can fix it. The benefit of using our Agency is our job is to allocate the right cleaner for the client.

As our regular cleaners work to a weekly or fortnightly roster, we are unable to provide a 3 weekly service.

See if the client would consider a fortnightly service or one-off Spring Clean before advising the rates. 

Our Spring Clean service can be booked every 3 weeks if that is something they would like to consider?

As our cleaners work to a weekly or fortnightly roster, we are unable to provide a monthly service.

See if the client would consider a fortnightly service or one off Spring Clean before advising the rates. 

Our Spring Clean service can be booked once a month if that is something they would like to consider?

No.

This is not something we offer.

They cannot do anything unhygienic or unsafe or anything outside the scope of domestic cleaning.

No.

Beds and furniture are too heavy and could cause injury to the cleaner and damage to furniture and floors.

We offer home cleaning not commercial office cleaning.

No.

No.

We don’t do cleans after builders but if it’s a small renovation job and it just needs a good vacuum, dust and mop, this is fine.

While we don’t guarantee mould removal our cleaners can clean areas affected by mould. They will advise you what has been achieved using the products they have available.

As a general rule, if you rub your finger over the mould and it comes off, this is surface mould and something that can be removed. If it doesn’t come off it’s likely the mould is embedded in the surface and unlikely to be removed.

While bleach based products can kill off surface growth and spores on nonporous surfaces, it will not penetrate porous materials, contrary to claims made by several products on the market. If the mould is growing on plaster or grout or wood it will kill mould on the surface, but not below it.

Yes.

Find out who we need to invoice – if it’s a Disability/NDIS/Aged Care/Veteran Affairs/Insurance booking or similar, pass to Alison or Nikki. If it’s a home office or private person wanting the cleaning invoiced to their company, send client ABN link

Yes.

Our sister company Clean Homes looks after clients with an insurance claim and you can transfer the call to either Alison or Nikki.

Yes.

Cleaners are advised to leave a receipt for each service unless the client advises otherwise. If they don’t leave one out, ask them to please do so.

Yes.

SMS client the ABN info link and see if you can book the service while you have them on the phone.

Yes.

It is mandatory that all cleaners registered with the Agency to be police checked and reference checked. We also get to know them when they attend our Workshop once approved.

Yes.

The client will need to ask the cleaner to provide that. We are not allowed to provide that information to the client.

Yes.

Our cleaners are covered for Public Liability insurance and they also have Accident Insurance cover. A copy of the PL Certificate of Currency can be found on the FAQ page of our website.

Every policy is different so the client will need to check their policy. Some policies do provide cover but advise client you’ll send them a link in relation to this enquiry and SMS the Domestic Workers Compensation link.

Cleaners registered with Absolute Domestics are registered as independent operators and are covered by Personal Accident insurance with the Agency.

Cleaners registered with Absolute Domestics are covered by Public Liability Insurance. This means the client, along with any person other than the Cleaner, are protected from damage or injury caused by a Cleaner’s negligence. Being covered by Public Liability Insurance is one of the most important reasons for using our Agency.

Advise the client that theft is a matter for the police to investigate further. Escalate to your Team Leader if further assistance is needed.

Our cleaners are contractors and therefore would not likely be covered by Workcover. SMS the Domestic Workers Compensation link if client wants to find out more.

Workcover is designed to provide income protection for employees.

Send the Client the Domestic Workers Compensation SMS.

This is an ongoing service on a weekly or fortnightly basis.

Any domestic chores such as mopping, vacuuming, bathrooms, kitchen cleaning. They can also wash, iron, make beds and tidy.

Our cleaners can do anything deemed a domestic chore.

No.

A regular service is a minimum of 2 hours.

It’s best that the client meets the cleaner to discuss their needs. Most clients book 2-5 hours per week and some clients like more of a housekeeping service 2 or 3 times a week, wouldn’t that be nice? The cleaner can work to a set budget or advise how many hours are needed depending on the size of the home and tasks required.

Advise client that this depends on how busy they are, the size of the house and their budget. You can book a minimum of 2hrs just for the floors and bathrooms, maybe some dusting. Most of our clients have 3-5hrs, and sometimes more. You can also have twice a week and wouldn’t it be amazing to have someone pop in every day. The cleaner will pop around before the clean to discuss their needs.

Yes.

We have cleaners that work Saturday so you will need to check availability. Advise there is an extra $5/hr weekend surcharge.

It is the norm to pay the penalty rates on a Saturday. A higher rate is necessary to encourage cleaners to work Saturday.

This depends on the size of the home, how well maintained it is and the tasks to be completed.

Yes.

Add this request to the booking.

No.

Let them know “I don’t think you will because you’re going to love the service!”

Absolute Domestics is an Agency for Domestic Cleaners and our role is to place a cleaner that the client is happy with. If the client is not happy for any reason, offer to place someone else.

This can be a bit tricky because our cleaners work to a weekly or fortnightly roster on set hours but get some details and see if you can place the job. Start with the client’s best day and time.

This is half the cleaner hourly rate.

There is an Agency fee built into the minimum booking fee.

Yes.

The cleaner works to the client’s instructions so long as it’s domestic cleaning and housekeeping duties.

Client’s can let either the Agency or their cleaner know. See if they would like the cleaner to continue the service while they’re away and do those odd jobs like the fridge, pantry and skirting boards?

Yes.

More time may be needed or some of the jobs normally completed may need to be skipped to have this done.

Yes.

As long as enough time is allocated this can be done.

Regular cleaners can clean inside windows and sliding doors off balconies providing there is a safety ladder available. Professional window cleaners would be needed for exterior windows or full window cleaning. Check with One Off TM for this.

(Brisbane East – offer Adrian & Nathan)

Yes.

This can be included in a regular service as long as additional time is allocated outside of the regular tasks

Yes.

Client needs to discard any food items they don’t want put back in the fridge beforehand.

Yes.

Cleaners can dust and wipe the blinds but can’t take them down to clean. Client will need to find a professional blind company for that.

Yes.

Fans can be cleaned as long as the cleaner can reach them using a safe step ladder.

Yes.

Yes.

Yes.

No.

Our cleaners provide residential cleaning inside the home but can sweep the patio, landing and front entrance upon request. We don’t do outside house washing or window cleaning.

(except Brisbane East – offer Adrian & Nathan)

No.

You will need to book through a professional window cleaning company. (Brisbane East – offer Adrian & Nathan)

No.

Regular cleaners do not provide professional carpet cleaning. You will need to book this separately.

No.

This is considered outside the scope of domestic cleaning.

Yes, providing it is a safety ladder and the cleaner feels comfortable doing so.

Yes.

If you need your cleaner to be there at a specific time please let them know so that they can accommodate this request.

This is between the cleaner and client but if the client has a specific time they want, note this on their booking.

No.

Our cleaners are police checked, reference checked and they attend a 2 day workshop where we get to know them well. Most of our clients are working and not home so the client can give the cleaner security codes and keys if convenient. The cleaner will organise a time to meet prior to start.

We can’t advise that, it’s up to the client. If leaving the key out, ask client to leave the key in a safe and secure location.

Yes.

Our cleaners are police checked, reference checked and they attend a 2 day workshop where we get to know them well. Most of our clients are working and not home so can give the cleaner security codes and keys if that’s convenient.

Advise client we’ll do our best to facilitate the return of their keys on their behalf.

Call the emergency contact number on the cleaner file, call from work mobile and advise cleaner it will become a police matter if the keys are immediately returned. Escalate the matter to your Team Leader if more support is needed.

It’s up to them and between the cleaner and client if shoes are worn. Suitable enclosed, non-slip footwear is recommended but not mandatory.

We prefer the client to provide cleaning equipment and products. That way cloths and mops are not used in multiple homes. If P&E required, there is an extra charge of $15 per service ($10 products, $5 equipment).

The booking form asks for the minimum information required to get the sale and deliberately removes blockers. Products and Equipment is mentioned on the FAQ page of the website.

No.

No.

The client can speak to the cleaner directly.

We don’t expect the client to go out and spend a fortune on products and equipment. We like to use what’s in the home but if restocking, the cleaner will need a floor cleaner, bathroom cleaner, multipurpose spray, glass cleaner and a mild detergent like Morning Fresh and cleaning cloths.

We offer a comprehensive training workshop, ongoing support from Area Managers and training material supplied by the Agency to gain experienced knowledge of different products, equipment and cleaning surfaces in the home.

Cleaners in metro areas attend a 2 day Workshop, major regional areas attend a half day workshop and country cleaners learn from our extensive Training Manual.

Most of our clients pay by internet transfer directly into the cleaners account at the end of each service. If the client wants to pay cash, that’s fine.

No.

Regular cleaners don’t have that facility. Advise client they can pay the cleaner with direct bank deposit though.

No.

We prefer that our cleaners are paid at the end of each service.

Refer to your Team Leader or Rate Increase messages to determine why the rate was increased for this client. Find out if they’re happy with their cleaner? The cleaners hourly rate hasn’t gone up in x years…

Refer to ‘Avoiding cancellations on rate rise’ sheet saved in Teams

Instructions for taking rates up:

Update the rates on the client file

Email the Client – a copy of the rate rise notice if they say they didn’t receive it

SMS the cleaner the new rates for that client.

This is the same as a regular service but is a once off service when you just need a helping hand from time to time.

**NOTE, this is no longer offered in AU. Also removing from NZ website

Let client know you will see who is available in your area. Explain pricing eg. 3 hours of cleaning costs $xxx and if two cleaners arrive, they will clean for one and a half hours each to provide your 3hrs of cleaning.

Not really because we haven’t seen the property. On average, if it’s a 3 bed, 2 bath well maintained home you would be looking at least 8-10hrs of cleaning. The cleaners can provide an estimate over the phone and a firm quote once they’ve seen the property.

The bond is between the client and their Real Estate because their bond could be declined for various reasons, not just the cleaning. If you book a full EOL clean and not a partial EOL with limited hours, then the cleaners will guarantee the cleaning component of the bond.

As our cleaners are responsible for the work they complete, you will need to ask the following questions to determine what the cleaner is responsible for:

Did the cleaner give you a quote?

Was it a full EOL quote or partial?

Did you agree to the full amount of the time?

Our one off cleaners offer a more detailed service. As well as your normal floors, kitchen, laundry, bathroom, they can do walls, skirting boards, windows, oven, cupboards, light fixtures, ceiling fans and anything else you want cleaned within the home. Cleaners can do everything accessible providing you have allowed enough time.

Excluded – steam cleaning of carpets and exterior windows.

No.

A specialised carpet cleaner is required for this type of cleaning.

No.

A specialised upholstery cleaner is required for this type of cleaning.

Yes to internal windows.

No to external windows.

(Brisbane East – offer Adrian & Nathan)

No.

A specialised curtain and blind cleaner is required for this type of cleaning.

No.

Ask client if there’s anything specific the cleaner can’t use?

Our cleaners accept cash or card payment. Please pay the cleaner directly on the day of the clean.

Client to discuss this with their cleaner directly.

We can’t and we won’t because the estimated time and cost is to be agreed between the cleaner and client. We can only quote the minimum callout fee and then the ongoing hourly rate.

Shop 18F, Level 1 Lakeside Shopping Centre, 21-27 Bunker Road, Victoria Point

PO Box 3352, Victoria Point West, QLD 4165

Historically we will start quoting new rates for 6-12mths after a rate increase. During this time we will increase rates on re-roster for existing clients. In 12mths time, all clients will be contacted to increase the rates.

Taking rates up process

AirBNB bookings are put through as a Spring Clean and there is an AirBNB quote that can be sent out from [email protected].

Preferably not. You can contact the client and advise who the cleaner is, letting them know they’re attending Workshop and will start the job afterwards. If the client is keen to get started, it’s between them and the cleaner.

At the moment, we are not posting t-shirts to Cleaners.

Select ‘Chose another company’.

Yes.

It is your job to clean up unnecessary notes on client requirements making sure the details are in the Promotion tab.

This is always a case by case basis. If the cleaner is not returning your call after 2 or 3 attempts and you’ve tried their emergency contact number, deregister them.

Absolutely not! They are under a contractual arrangement so if you suspect a cleaner is taking clients privately, discuss with your Team Leader.

Absolutely not! Only our cleaners that are registered with Absolute Domestics are insured. This means, any child or family member that is taken to the clean will not be covered should they hurt themselves or damage clients property. It’s not worth the risk.

Leave it open for Clean Homes.

Absolutely, we are always on the lookout for great cleaners! If you’ve already applied online, transfer to Recruiter (use phone list). If not applied, direct to website absolutedomestics.com.au/become-a-cleaner

or for NZ absolutedomestics.co.nz/become-a-cleaner

To open the Training Manual, go to absolutedomestics.com.au/working-with-absolute-domestics/

or for NZ absolutedomestics.co.nz/working-with-absolute-domestics

A one time only fee to cover all the administration costs to onboard you. This covers the cost of your police check, a promotional t-shirt, your training including a 2 day Workshop and Training Manual.

This would need to be discussed with our Recruitment Officers. Payment is due before being approved and can be paid online via credit or debit card.

This is paid before approval and before we can start allocating work.

No.

The t-shirts we give to our new cleaners are promotional t-shirts only and it is not compulsory for cleaners to wear the t shirt.  We ask them to wear it on the first day to meet the client so that they confirm they are form Absolute Domestics and to set a good example.

If a cleaner wears a uniform it is one of the rules for Employee vs Contractor.

No.

If your employment agency is going to pay your registration fee on your behalf you will need to organise them to refund you or the employment agency can pay this on your behalf online.

Yes.

You are registered with Absolute Domestics as a contractor working for Agency clients. They are not the cleaners clients, they are ours. Cleaners must notify the Agency without question if they cannot service our clients due to illness or holidays. We can then ensure that the fees are forgiven or noted and we contact our clients to see if a fill-in is needed.

No, refer to the ABN Frequently Asked Questions SMS link.

No.

GST registration is only applicable if your income exceeds $75,000 per year. This job is unlikely to return $75,000 but if you have any other income such as rental interest, you need to consider this.

If it does exceed $75,000 because of other income, the GST is included in the hourly rate and the cleaner needs to submit it to the government when their BAS is prepared quarterly.

All cleaners are required to submit with their Agency Fee’s $1 per clean for Accident Insurance and a $20M Public Liability each week.

In some instances the cleaner may have their own PL insurance and ask that they be exempt from paying the levy. We will not approve this as their registration requires that they pay the levy along with our other cleaners.

It’s an administration nightmare to manage the handful of cleaners who want to pay half of the levy and so it is company policy that all cleaners pay the $1.

If they attend a Workshop, they absolutely were told about the levy. The only cleaners that don’t attend a Workshop are those recruited in regional and country towns and this information is very clear in the Training Manual sent to them.

The terms and conditions in our Personal Accident policy stipulate that someone over 75 years will not be covered under our policy. The $0.50 covers our Public Liability policy.

Yes.

No.

You do not need to pay the insurance levy should you be out of pocket for the clean.

No.

This no longer applies.

Yes.

You must provide a receipt for the client whether they ask for one or not. You must keep a receipt book as proof of your income.

Yes.

Please refer to the tax section of the Training Manual or advise the cleaner to go to the MyGov website.

Clean Homes is another company run and owned by Absolute Domestics and specialises in cleaning for the sick, injured and elderly. The only difference between a Clean Homes job and Absolute Domestics job is the payment process and duration. It can be as little as 6 weeks or it could be permanent if the recipient of the service is permanently disabled. The cleaner is paid by Clean Homes on a monthly basis and not by the client.

CLNG = Cleaning

CLT = Client

CNR = Carpets not required

CPNR = Carpet & Pest not required

CUC = Catch up clean

DD = Direct Deposit

EOL = End of lease

FU = Follow up

JNS = Job not started

K1 = Single cleaner

K2 = Team

KLR = Cleaner

L/C = Last clean

L/D = Last day

LI$T = List / Inspect / Payment / Time

LMTC = Left message to client

LMTCK = Left message to cleaner

MPTS = Meet prior to start

N/C = Next clean

NKA = No cleaners available

P&E = Products & Equipment

REQD = Required

RTW = Return to work

TBWC = Touch base with client

TBWK = Touch base with cleaner

W/C = Week commencing

8.30am – 9 am Check voice messages (This should be constantly monitored all day) Quickly scan TODO’s for anything urgent  

Complete TBA’s (this should be constantly monitored all day)  

Calling unadvised klrs  

Check and action any other urgent emails and unread SMS messages  

 9 am – 12.00pm Rostering including checking NKA Clients  

Calling unadvised cleaners and clients (when a klr accepts a job call the clt straight away this saves time  

Calling urgent current & Urgent cancelled jobs/Todos  

Action Urgent follow up todos  

Check for New Cleaner welcome calls  

 12.00pm – 1.00pm Roster as needed, check SMS’s and emails, VM’s  

Monitor urgent current & Urgent cancelled jobs  

 1.00pm – 2.00pm Lunch  

 2.00pm – 3.20pm Complete all TODO’s if possible  

Roster as needed, check SMS’s and emails, VM’s  

Call/SMS clients and klrs as work comes in  

 3.20pm – 3.30pm Break  

 3.30pm – 4.00pm Service Follow Ups – Start on your own and continue to help others.  

Check Rating 1-3 FU’s  

 4.00pm – 4.30pm Check your BITE ME’S - TBWC before you leave. This includes any NKA clients and don’t forget the clients that are sitting in your unadvised cleaners list.  

 4.30pm -5.00pm Service follow ups/Rostering/Leads/Forgiven fees needing approval  

• Remember to keep refreshing your dashboard as there maybe URGENT messages sent to you throughout the day. 
• Use your UNFINISHED star when necessary. These should be all done by COB.  
• DON’T FORGET to keep a look out for clients that may not have been touched base with for a few days 

• Welcome cleaner to company and introduce yourself – explain that you are their Team Manager, or that their Team Manager is away but it will be……
• Advise you are the main point of contact at the Agency and are responsible for their work roster, helping with any difficult situations etc
• Confirm cleaners email address and let them know we often send messages throughout the year via email
• Advise cleaner that they will have been assigned a Unique ID number (K/number) and we use this number to locate their file. Please quote this number every time you contact the Agency
• Check their file to see if they have attended the Workshop If they have, ask them if they enjoyed it and if they have any questions?
• If cleaner hasn’t been to Workshop yet or is regionally based, ask them to read the Training Manual they have received via email and call you back if they have any questions.
• If there is a discount running at the time, you need to email the klr the promotion details. The letter will be a prewritten document in your emails (see TL if any problems).
• Reassure – We are always there to help them and there is no such thing as a silly question!!!

This is a quick call as we have already spoken to the cleaner at least 3 times so we don’t want to repeat information that has already been discussed. The purpose of this call is to introduce yourself and see if they have any questions.

Before you begin your ‘Sales Delivery’ of course you need to establish: 

HAS THE CLIENT USED OUR SERVICE IN THE PAST?   Asking them if they have used the service before will pick up the Client file so you can create a booking from there.

If the client hasn’t used our service before then create a booking and ask the following questions:

May I have your postcode to see where you are located?  

Which suburb are you in? 

Then begin your ‘DELIVERY’ which MUST include the following but not in any particular order, make the ‘SCRIPT’ your own 

Minimum 2hrs $? Then $? For each additional hour, so 3 hours would be $? And that is the average time for a clean 

Work to your instructions and will include any domestic chore CLEANING/WASHING/IRONING/TIDYING 

We prefer to use YOUR PRODUCTS AND EQUIPMENT – (Don’t say anymore unless the client asks and then - This is for hygiene purposes AND/OR also so many homes nowadays are chemical free, with so many different surfaces we’ve realised that clients prefer the cleaners to use products they are familiar with.)  

You will get the same cleaner ALLOCATED unless sick or on holidays, would ENDEAVOUR to allocate a replacement cleaner  

Pay your cleaner by cash/cheque or DD on the day of the clean and the cleaner will leave a receipt IF required 

We are a Recruitment and Referral agency and have been established since 1993 

DOES THAT SOUND LIKE THE SORT OF SERVICE YOU ARE REQUIRING?  

Would you like me to take your details and check what availability we have? 

Before you begin your ‘Sales Delivery’ of course you need to establish:

HAS THE CLIENT USED OUR SERVICE IN THE PAST?   Asking them if they have used the service before will pick up the Client file so you can create a booking from there.

If the client hasn’t used our service before then create a booking and ask the following questions:

May I have your postcode to see where you are located?

Which suburb are you in?

Then begin your ‘DELIVERY’ which MUST include the following but not in any particular order, make the ‘SCRIPT’ your own.

Is it an END OF LEASE / MOVE IN / MOVE OUT / SPRING CLEAN

Minimum 3 hours $165 then $40 for each additional hour

Cleaner brings their own Products and Equipment

Full or Part clean needed?

We ask that you have a PRIORITY LIST for the cleaners to work to on the day (Except for FULL END OF LEASE) and meet cleaner prior to start

It is important that there is someone there to INSPECT the clean on completion to ensure everything on your list has been covered and happy BEFORE the cleaner leaves (Except for FULL END OF LEASE)

Pay the cleaner by Cash or Card on the day, the cleaner will leave a receipt.

DOES THAT SOUND LIKE THE SORT OF SERVICE YOU ARE REQUIRING?

Would you like me to take your details and check what availability we have?

**REMEMBER IF SPRING CLEAN OR MOVE-IN TO SAY “Did you know you could have a regular service for as little as $?**

You can make a difference – what to say and ways to avoid cancellations! Even if you can save 1 client, it may not seem a lot but if everyone saved 1 client they all add up.

• How do you feel about dealing with a client that is cancelling?
• Do you feel confident in what to say?

Ask the client:

• Can I ask why you are cancelling the service?
• Have you been happy with your cleaner? Or what things aren’t you happy with.

If the answer to #1 is financial, and the answer to #2 is yes, then the following will be of assistance to avoid the cancellation:

“We hate to lose your business, as a client you are very important to us. Have you considered reducing to a fortnightly service? We appreciate you are a very busy person, even fortnightly can make a huge difference in your home. If client is already fortnightly offer monthly if this SAVES the client (3hr min).

If client wants to cancel because they are unhappy:

“We are very sorry to hear that, we really hate to lose your business, what if we offered you a 50% off clean or free clean (2-3 hours) to try another one of our cleaners?, there is absolutely no obligations, we will work really hard to get the right person for you and your home, sometimes we don’t always get the perfect match, how does that sound? Will you give us another go at getting it right?” (CHANGE WORDING A LITTLE)

• Drop to fortnightly if you can
• Another option is to drop the hours
• Always make sure they have been happy
• Mention our once off spring cleans

• Find out why? Ask an open ended question
• Offer a free/discounted clean
• Let them know how many great cleaners we have
• We hate to lose clients and their business they are really important to us. Make it personal.

• You can always offer that they keep the same klr and she does some odd jobs around the house like cleaning cupboards etc.
• Or cancel the file with a possible restart To-do in place

• We are local!
• Did you know that we have public liability
• We screen & reference check everyone/police check
• We also offer replacements

Public Liability

• Team Manager to take the call from either the cleaner or client and create a ToDo with details of the damage
• Assign ToDo to Isabella (VIC, SA, TAS), Micha (QLD, NSW, ACT, WA) or Vicki (NZ) and leave a voicemail so they are aware
• Team Leader to liaise and negotiate with klr and clt. If we accept responsibility, they will submit a claim to Reece. Theft cases raised by the client and fraud cases to go to Joy for further discussion

Personal Accident

• Team Manager to give cleaner Reece's contact details and advise them to call him as soon as possible
• Team Manager to create a ToDo on the cleaner file if fillins or rerostering required

Contact details for our Insurance Representative

Reece Cohalan

Managing Principle

Mobile: 0417 089 903

Phone: 07 3229 3294

Email: [email protected]

There is NO cover under the policy for the following:

• Dance halls
• No retail (clothing, shoe shops jewellers)
• No central or inner city office buildings, Suburban offices only.
• No shopping centres (the exception would be an office like Abdom located in a shopping area).
• No halls
• No clubs
• No sporting venues
• No council premises
• No hair salons (the exception would be an at home salon in a domestic dwelling that is closed when cleaner is there)
• No food outlets
• No gyms
• No childcare centres
• No warehouses – even if no access to public. Even if it’s just the office
• No art galleries
• No offices
• Anywhere with access to the public is a no as they are high traffic areas and high exposure for public liability
• No carpet cleaning
• No foyers or common areas for hotels
• Churches – this is a case by case basis, get area and day/time
• A small college attached to a house

Places that are covered by the insurance that you may be asked about:

• Home office cleaning with no time of day restriction
• Boarding houses
• Hair salon or a gym in a suburban home that is not being used at the time
• Women’s refuge as long as its suburban
• Domestic residential high rise is ok
• Real estate or solicitor office is ok if suburban – no inner city
• Air BnB
• Doctors clinic attached to a home – yes if suburban
• Caravan – yes if it’s a permanent one
• Family day care in a house

* Always call your Team Leader if you are unsure as we can check with our insurer on any queries that are unusual