Maintenance Response Standards

Response times to maintenance reports vary depending on the severity of the issue.

Response times are measured from when a maintenance fault is reported to when a worker attends the site to inspect, make initial repairs, isolate services and minimize hazard to personnel and property as required.

Priority 1 (within 2 hours)

Response standards for priority 1 (target 95%)

Respond within two hours of notification.

Burst water pipes Blocked sewage, toilets, soil lines
Energy outages e.g. reset circuit breaker, loss of power Electrical faults (identified as potentially dangerous)
Essential air-conditioning e.g. animal houses, main computer room Cold room failures
Essential ventilation Life safety systems that are in trouble mode
Failure of low-temperature freezers/fridges Accessibility points/entrances/exits
Gas leaks FMNet failure
Passenger trapped in elevator Scheduled event access failure
Fires Critical door left in unsecure state due to system failure
Broken glass

Completion standards for priority 1 (target 85%)

Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

Priority 2 (within 1 working day)

Response standards for priority 2 (target 95%)

Respond within that working day of notification.

Blocked stormwater drains Equipment/deionisers failure
Broken doors (external) Flooring issues that cause tripping hazards
Major roof leaks Malfunctioning whiteboards/blackboards
Broken glass (internal/external) Running taps (hot water)
Broken locks (external) No water
Broken door handle Flickering fluorescent lamps in areas which present a safety concern e.g. stairwells, exit lighting, emergency lighting
Door jammed Elevator intercom failure
Air-conditioning failures (in buildings with inoperable windows) Card access issues
Air-conditioning failures (lecture theatres) Intrusion system issues
Fume hood failures Emergency notification issues
Water leaks Video surveillance issues
Reverse osmosis failure

Completion standards for priority 2 (target 85%)

Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

Priority 3 (within three working days)

Response standard for priority 3 (target 90%)

Respond within three working days of notification.

Flickering fluorescent lamps (open areas) Toilets running constantly
Failed hot water systems Signage requests through the repair shop
Minor roof leaks Toilet seat broken
Security lighting (external) Card access and intrusion user processing
Faulty toilet cistern

Completion standards for priority 3 (target 85%)

Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

Priority 4 (within two weeks)

Response standards for priority 4 (target 90%)

Respond within two weeks of notification.

Dripping taps Internal painting
Failed lamps External painting
Flooring issues that do not present a safety concern Electrical faults (non-dangerous)
Pipework insulation Rusted box gutters
Non-essential air conditioning Leaking (external downpipes)
Broken door latch Building security system estimates

Completion standards for priority 4 (target 85%)

Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

Priority 5 (to be scheduled)

Response time for priority 5 (target 85%)

To be scheduled. Upon further assessment, some priorities may change from the initial assessment.

Cleaning issues Ongoing cleaning concerns
Spills Ongoing cleaning concerns
Unsanitary conditions

Completion standards for priority 5 (target 85%)

Completion in accordance with the program set for this work after appraisal and planning.