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Steamatic Capability Statement 2

Contents

Company Profile ......................................................................................................................................................... 3

Teamwork .................................................................................................................................................................... 4

Company Registration ............................................................................................................................................... 5

Our Certification ........................................................................................................................................................ 5

The Institute of Inspection, Cleaning & Restoration Certification (IICRC) ............................................. 5

Our Commitment to Due Diligence...................................................................................................................... 6

Points to Consider ................................................................................................................................................. 6

Service Standards ................................................................................................................................................... 6

Warranties ............................................................................................................................................................... 6

Markets We Serve ...................................................................................................................................................... 7

Company Structure ....................................................................................... Error! Bookmark not defined.

Expertise Platform ...................................................................................................................................................... 9

Client Care ................................................................................................................................................................. 10

Event Notification ................................................................................................................................................ 10

Prompt Communication & Regular Interaction ............................................................................................ 10

Report Standards ................................................................................................................................................. 10

Client Service Tracking ....................................................................................................................................... 10

Our Capabilities ........................................................................................................................................................ 11

Disaster Recovery and Catastrophe Plan ........................................................................................................... 12

Quality Control ......................................................................................................................................................... 13

Our Offices ................................................................................................................................................................ 14

Accreditations & Memberships ............................................................................................................................. 15

Summary ..................................................................................................................................................................... 16

Pre Registration ......................................................................................................................................................... 16

Steamatic Capability Statement 3

Company Profile

Steamatic is Australia’s Largest Restoration Company

Since Steamatic’s establishment in Australia in 1986, commitment, expertise and integrity have been the cornerstones in delivering solutions to save property

and restore lives and livelihoods.

Steamatic is Australia’s leading provider of restoration, cleaning and disaster management services and provides a complete service to the domestic and

commercial restoration and loss mitigation sectors. Our servicing capability is unrivalled in Australia and the other 25 countries we operate in.

Headquartered in Melbourne, Steamatic Australia has a network of over 20 service response centres throughout Australia including Branch Offices in New

South Wales, Queensland, South Australia, Tasmania and Victoria. In addition, Steamatic has the capability, resources and infrastructure to attend anywhere in

Australia where a catastrophe has occurred. Our stated aim is to ensure our service and commitment to our clients meets our aspirations of quality and reliability whilst delivering an effective and cost efficient service 24 hours a day,

7 days a week.

Steamatic is committed to helping insurance companies, loss adjusters & intermediaries reduce the cost of claims and retain their clients. Additionally, we

aspire to provide the very highest levels of specialist services to a wide range of commercial, public and private sector organisations.

Through the use of proven systems and the latest technology, we deliver a

highly responsive and cost-effective service. Our innovative approach and on-going technology investment strategy ensures that we continue to enhance our restoration and loss mitigation service package and remain at the forefront of

continuous improvement within our highly specialised sector.

Projects undertaken by the company include commercial and residential property, industrial, sporting, health, government, retail, education, hotels, clubs

and tourism.

Employing more than 300 staff Australia wide, Steamatic has played a leading role in the restoration and recovery of every major disaster in Australia including Cyclone Larry, Cyclone Yasi, regional storms in Queensland, Mackay Floods,

Melbourne Floods, Sydney downpours and Newcastle floods.

The growth of the company is the foresight of CEO Oliver Threlfall, who guides the direction of Steamatic Australia. His vision of developing a vibrant, contemporary and innovative restoration company that maintains a healthy

respect for traditional values has been meticulously crafted over the last quarter century.

Steamatic Capability Statement 4

Teamwork

We have experienced staff trained to handle the appointed task and we

specialise and combine our national resources to unite our skills whatever the claim, wherever the loss.

Many of our technical training programs are delivered by our own Institute of

Inspection, Cleaning and Restoration Certification (IICRC) accredited trainer as well as in partnership with key organizations in Australia and United States.

In addition to technical training, our staff understand the need for respect, integrity and compassion when dealing with clients who have suffered a loss.

Steamatic strive to gain efficiencies using talent and expertise that really makes

a difference in being a leader in the commercial and residential restoration market place.

We understand that in any given event, we have a number of clients to satisfy apart from the distressed business/client - such as Insurance Companies,

Insurance intermediaries and Underwriting Agencies.

It has proven beneficial for all parties in an incident to use a reputable specialist restorer like Steamatic whose experience in assessing the damage, carrying out

safety checks on electricity and utilities as well as ensuring the property is adequately ventilated and safe can make a discernible difference to the end

result.

In any disaster or major incident the capacity to maintain stability in the face of a disaster and recover quickly requires a resilience based on actions taken to

reduce the consequences of the disaster and it is called “ mitigation ‘

Steamatic is Australia’s leading loss mitigation organisation. Once the basics for

loss mitigation have been completed, the process of restoring buildings and contents to get clients back into their homes or businesses can begin.

Steamatic Capability Statement 5

Company Registration

Company Name: Fischers Cleaning Pty Ltd

Trading as: Steamatic

ACN: 005 042 642

ABN: 65 005 042 642

Date of Incorporation: February 27th, 1974

Registered Business Address: 10 and 11 Walker Street, Braeside Victoria

Telephone: 03 95876333

Facsimile: 03 9587 6572

Email: ceo@steamatic.com.au

Website: www.steamatic.com.au

Our Certification

The Institute of Inspection, Cleaning & Restoration Certification (IICRC)

The Institute of Inspection, Cleaning and Restoration Certification (IICRC) is an independent

certification and standard-setting organisation for the inspection, cleaning and restoration industries.

Steamatic has gained certification in the following areas:

Fire and Smoke Restoration

Water Damage and Restoration Applied Microbial Remediation Mould Investigation

Carpet Repairs and Reinstallation Carpet Cleaning

Health and Safety

Upholstery and Fabric Cleaning Hard Floor Care Crime and Trauma Scene Cleans

Meth Lab Cleans

Steamatic Capability Statement 6

Our Commitment to Due Diligence

From the first call to completion of the work the Steamatic performance

monitors focus on two key sets of protocols:

Points to Consider

Industry expertise and experience

Regular communications process Superior service range Swift response times

Recognition of claims lifecycle High quality workmanship

Strong relationships with all stakeholders Development of client focused cleanup, restoration & recovery solutions Passion , empathy, international knowledge and local experience

Service Standards

After determining the nature, severity and cause of damage, we

immediately report the details for new instructions and mobilise the right Steamatic equipment and resources as necessary

All Steamatic appointments have a consistent approach because for 25 years we have honed our people, services, prices and equipment to consistently provide our trademark high level of services from every

Steamatic operation in Australia , New Zealand and Asia. Our reports and communication contain a breadth and depth of

information about loss, damage or breakage that enables the relevant stakeholder to correctly assess the exposure.

We recognise the importance of urgent service delivery as many people rely on speed of response as being an important factor in resolving their damages.

Warranties

A unique advantage of dealing with Steamatic is the assurance the

Steamatic warranty provides with regard to the due skill and care taken in the restoration of all goods. Steamatic also warrants its restoration for a

period of one year from the provision of the service. The Warranty provides for the re-performance of Steamatic services or

refund of the service price and naturally, excludes any damage that

occurs as a result of the defective manufacturing of a product used during the restoration process.

Steamatic Capability Statement 7

Markets We Serve

Disaster Restoration

The general public, Businesses, Insurance Companies, Loss Adjusters, Insurance

Intermediaries and commercial and industrial enterprises.

Insurance Intermediaries

Steamatic offers a range of comprehensive services to Intermediaries including Early Loss

Mitigation and Triage training.

Loss Adjusters /Assessors

Steamatic provide a wide range of clean up and restoration services to Loss Adjusters.

Education

Schools, college and universities utilise our emergency and regular preventative maintenance services.

Property Management

Housing associations, managing agents, real

estate agents, public service establishments and general facilities managers have

benefitted from our expertise.

Local Authorities & Public

Utilities

We have assisted Local Authorities and Utility

companies with regular maintenance and disaster recovery solutions.

Retail & Leisure

Clubs, Restaurants, Hotels, Conference

facilities, Theatres and Retail outlets use our services to ensure a hygienic, clean environment.

Commercial Transportation

Including Heavy vehicles, Buses, Taxis, Trains

Health

Hospitals, Medical and walk in centres, Dental practices, Nursing homes and Veterinary

centres.

Other Commercial

Institutions

Providing specialist cleaning, disaster recovery and risk minimisation services to Commercial

and Industrial organisations.

Steamatic Capability Statement 8

Steamatic Capability Statement 9

Expertise Platform

Qualification Name Availability

Chief Executive Officer Oliver Threlfall Australia Wide

Chief Operating Officer Steve Quinn Australia Wide

Accounting Tony Jenkins Australia Wide

Business Excellence Liesl West Australia Wide

Engineering & Major Loss Gordon Schwarz Australia Wide

Information Technology Brett Tracy Australia Wide

Operations Joe Lawless Australia Wide

Management - QLD Dan Clifton Queensland

Management – NSW Steve Whelan New South Wales

Management - Southern Grant Griffin Victoria & South Australia

Management – Tasmania Tim Wolstenholme Tasmania

Marketing Mark Silveira Australia Wide

Quality & Compliance Tejas Gupte Australia Wide

Science (Chemist) Prem Mathes Australia Wide

Workplace Health & Safety

Yulia Korabelnikova Australia Wide

Steamatic Capability Statement 10

Client Care

A major facet of the Steamatic business success is our strong client focus in all stages of the operation and we have illustrated prominent items below.

Event Notification

24/7 Call Centre to triage and instigate emergency response Prompt electronic entry to establish client record Record all relevant information prior to assessment

Prompt Communication & Regular Interaction

Effective communication with client/s to reduce anxiety. Initial information to

include: Who we are?

What will happen? Approximately when? What actions can they undertake?

Effective communication with other stakeholders Prompt reports and phone calls with relevant emails at all stages of the

restoration solution Regular documentation of progress to relevant stakeholders

Report Standards

First Report within 24 hours. Detailed Reports contain:

Floor plan Digital images Damage assessment

Repair/restoration Estimate

Client Service Tracking

Events are managed by Steamatic proprietary software from start to finish Incidents are tracked to maintain committed time frames. Equipment and

resources are continuously monitored for consistency and accuracy.

A full pattern of activity is always used in the final analysis of each appointment to measure any deviations from agreed standard protocols/ processes.

Steamatic Capability Statement 11

Our Capabilities

Air Duct and HVAC Cleaning

Bio-Hazard Cleanup after Crime, Trauma or Death

Carpet, Floors and Furniture Clean

Commercial Fire and Water Damage - Clean, Restoration

and Recovery

Data centre and Telecommunications facilities

Desiccant Drying and Dehumidification of Buildings /

Structures

Electrical Plant, Electronic and Mechanical Property

Restoration

Fire Damage Restoration to Domestic and Commercial

Property

Furnishings, Coverings, Blinds, Shutters, Venetians

cleaned

Graffiti, Malicious Damage and Tenant Damage, cleaned

and removed

Hard Surface Clean of Driveways, Car parks and Concrete

Floors

Heating, Air Conditioning Cooling and Ventilation cleaned

/ maintenance

Hospital Strength Decontamination and Remediation

Illegal Meth lab locations - Decontaminated and Approved

for habitation

Internal surfaces, Walls, Ceiling and Contents cleaning

Irradiation treatment

Latex Resurrection Restoration

Mould Treatment and Removal for all surfaces and items

Paper, Books, Microfiche, X ray and Media Restored using

Vacuum Freeze Drying

Paving, Tiles, Driveways and Concrete surfaces Dry Ice

or Pressure cleaned

Pet, Food, Alcohol, and Chemical Odours removed

Train, Boat, Plane, Car, Truck and Bus Interiors cleaned

and deodorised.

Steamatic Capability Statement 12

Disaster Recovery and Catastrophe Plan

In an increasing volatile climate, natural disasters can strike anytime, anywhere.

Fires, flooding and cyclone strikes are testament to the destruction that can

wreak havoc without warning.

Steamatic has an Emergency Contact centre available 24/7 with an emphasis on sympathetic and urgent service via trained staff. The foundation

of a successful financial recovery following a major disaster is an

accurate and timely measurement of the damage sustained. From the initial clean-

up mitigation to the rebuilding process, it is important to assign

personnel with the ability and demonstrated capabilities to commence restitution.

Underpinning Steamatic’s

resources and capabilities, particularly in times of any

natural disaster, are our 4 guiding features;

1- Catastrophe Manager

During a catastrophe, we appoint a Catastrophe Manager to organise and co-ordinate the entire event to ensure all issues are prudently instigated in a timely manner whilst adhering to service standards and efficient damage control.

2-Strength

Steamatic have 300 plus staff to move fast to any area where there is fire, flooding, tidal damage or cyclones. We have assessment managers and technicians on site within hours to assess, mitigate and quantify the loss as well

as access to a wide variety of labour if needed.

3-Expertise

Having invested in leading edge technology, we have the right equipment to assist in any eventuality. Steamatic does not sub contract and uses local labour

as necessary.

4-Cost Effective

Our 25 years experience with Commercial, Domestic and large loss projects means we are able to quickly identify components which are recoverable and

then report the need for immediate action. Combined with the significant savings achieved through restoration, it proves to be a compelling proposition.

Steamatic Capability Statement 13

Quality Control

Steamatic has a comprehensive quality control programme which focuses on continuous improvement and the pursuit of the highest level of client service.

The programme includes a “first look “process where photos and measurements are taken to identify exposure and potential quantum. In addition, we take the

opportunity to address any mitigation aspects which pose a potential risk.

This process is designed to ensure minimal quality issues at completion however, we understand things can go wrong and our systematic approach to identifying and rectifying these issues ensures that clients are kept well informed and

receive the high level of satisfaction they expect.

The role and skills of the various teams appointed to inspect, report and restore are part of our cohesive approach to using the energies and skills of all staff to match the work flow with their unique qualifications to administer a broad range

of specialist outcomes no matter what the damage, wherever the damage, whether it is an insurance or non insurance issue or pre/post loss or

maintenance. In addition, we ensure compliance laws and guidelines are adhered to and we

communicate our findings and case studies via both internal and external newsletters.

Steamatic systems and procedures support best practices to enhance and monitor:

1. Timeliness

2. Information reliability and

3. Communication with key people internally and with external stakeholders.

This means we have:

Efficient and consistent communication protocols

Consolidated reporting across all client segments and localities.

The ability to constantly keep abreast of technological trends and adapt to

changing business conditions

The ability to evaluate changing market conditions as far as restoration

and mitigation is concerned

Established relationships with market stakeholders

Reporting protocols that streamline our team assessments and

timeframes and achievements

A 24/7 National Contact Centre

Steamatic Capability Statement 14

Our Offices

Adelaide Unit 5/49 Naweena Road Regency Park SA 5010 P: (08) 8347 4899 E: general@steamaticadelaide.com.au Albury-Wodonga 314 Kiewa Street South Albury NSW 2640 P: (02) 6021 7761 E: steamatic@steamaticnortheast.com.au Ballarat Factory 4/31 Grandlee Drive Wendouree Vic 3355 P: (03) 5339 4650 E: ballarat@steamatic.com.au

Ballina/Northern Rivers Address: 3 Roy Place

Richmond Hill Phone: (02) 6624 5682 E: Bruce@steamaticnorthernrivers.com.au Batemans Bay Address: 54 Deering Street Ulladulla NSW 2539 P: (02) 6242 0856 E: admin@steamaticact.com.au Bendigo Address: Unit 1/11-15 Maynard Drive Epsom VIC 3551 P: (03) 5448 5200 E: admin@steamaticbendigo.net.au

Brisbane Address: 64 Buchanan Road Banyo QLD 4014 P: (07) 32674400 E: brisbane@steamatic.com.au Canberra Address: 2/38 Dacre Street Mitchell ACT 2911 P: (02) 6242 0856 E: admin@steamaticact.com.au Coffs Harbour Address: Unit 3, 2 O’Keefe Drive Coffs Harbour NSW 2450 P: (02) 6652 1253 E: coffsharbour@steamatic.com.au Geelong Address: 129 Marshalltown Road Grovedale VIC 3216 P: (03) 5241 6333 E: geelong@steamatic.com.au

Gold Coast / Sunshine Coast Sunshine Plaza QLD 4558 P: 07 5309 6664 E: dandrew@steamaticgoldcoast.com.au Melbourne Address: 10 & 11 Walker Street Braeside VIC 3195 P: (03) 9587 6333 E: vicsteamaticorders@steamatic.com.au Newcastle Address: 1/39 Glenwood Drive Thornton NSW 2322 P: (02) 4966 0432 E: steamatic@iinet.net.au Shepparton

Address:13 Gemini Crescent Shepparton VIC 3630 P: (03) 5822 0022 E: steamatic@steamaticnortheast.com.au Sydney Address: 113 Bonds Street Riverwood NSW 2210 P:(02) 8525 8800 E: sydney@steamatic.com.au Tasmania Address: 102 York Street Devonport TAS 7310 P: 0434 775 696 E: twolstenholme@steamatic.com.au Wagga Wagga & Riverina District Address: 14/138-140 Hammond Avenue Wagga Wagga NSW 2650 P: (02) 6925 9214 E: steamaticwagga@bigpond.com

Warrnambool

Address: 1/6 Hammond Place Warrnambool, VIC 3280,Australia P: (03) 5241 6333 E: enquiries@steamaticwarrnambool.com.au

Wollongong Address: 13 Robertson Street Coniston NSW 2500 P: (02) 4228 0008 E: admin@steamaticillawarra.com.au

Yea

Address: Whittlesea Rd Yea VIC, PO Box 238 Yea VIC 3717,Australia P: (03)5797 2555 E: steamaticyea@bigpond.com

Steamatic Capability Statement 15

Accreditations & Memberships

Steamatic places great emphasis on running our business ethically and

promoting the very highest standards of client service. We also believe in ensuring our staff have access to the latest industry bodies training facilities, and (where applicable) has membership and accreditations with the following

organisations or recognises staff who have attained qualifications.

Steamatic Capability Statement 16

Summary

As leaders in loss mitigation and restoration, Steamatic is on call 24/7 with the

latest cleaning and restoration technologies to restore property and contents in

the most time and cost efficient manner.

As world leaders in mitigation and restoration we offer the following unique

services.

Specialist salvage, cleaning and restoration technologies Services both domestic and commercial property

Global reach, local touch Globally we have 400 offices in 25 countries

National Australian presence – over 20 Locations Locally employ over 300 people in Australia Australia wide 24/7 emergency service

Pre Registration

To ensure immediate and effective response, we also have available our pre loss

registration service. Registration to this service is free and enables us to collate

information about the premises so that in the event of an emergency, we are

able to respond with the appropriate resources, to the exact location with the

intimate knowledge of what we are dealing with, where the utilities are located

and whom to contact should we need authority or further information.