eKourier April 2016

FEATURES

Customer Feedback

“Really exceeded my expectations. Eric at Chatswood was really helpful. When I went in to sign the paperwork he knew I was in a hurry and put it through as quickly as possible. Will recommend KSS and tell friends to speak to Eric.” “Have dealt with two KSS centres this weekend - storing at Waterloo and van hire from Waterloo and Chatswood. Staff at both KSS facilities fantastic. Very impressed with the KSS experience.” “Dealing with the Palmerston North manager Hayley, was a pleasure. She was very efficient and the assistance we received over a period of weeks with our many queries was top notch!” “Staff very helpful with moving from smaller storage to larger one at Rydalmere. Performed other services on removal day which enabled me to be at the receiving end. Always polite and professional. Staff a definite asset to the company, especially Sarah. Storage areas very clean.” “John at Fortitude Valley was outstanding. My family and myself were very impressed with the professional yet amazingly kind attitude he had to everyone on the day. He went out of his way to ensure things ran smoothly, was on top of everything every step of the way and made the whole process relatively painless. If I was ever looking for a looking for my business - I would actually come back and hire John on the spot.” “The person at the counter when I arrived at Burleigh Junction was so great! I think his name was Brett and I feel like he was BORN to do customer service :) I couldn’t believe how easy everything was, it definitely improved my frazzled moving mood.” “Walter was so helpful and friendly that it made the whole experience enjoyable. We will be staying at Campbelltown1 a long time.”

O ften we receive requests for information from Local and Federal Police and court approved subpoenas. These requests range from criminal persons of interest including aliases to simple domestic matters. A recent request for information came from a Lawyer who had been granted permission by the court to subpoena Kennards Self Storage for information regarding a customer who was storing with Kennards. The subpoena was to supply any documentation, including but not limited to any contracts signed; incoming telephone calls; documentation; records; notes of attendance; invoices rendered and correspondence concerning any storage units ever held in the name of “Customers Name” born 1 Jan 1955, at Kennards Self Storage or any of its related entities or acquired entities including, Millers Self Storage, from 1995 to present. There were further demands for additional units held and insurance documents. After receiving the request and to comply with the order a search was conducted for the name provided and no units appeared under that name. A deeper search revealed that we did in fact have the customer storing with us however the Storage Agreement

was under a business name and the person was listed on the subpoena was a contact only. In this circumstance is it okay to provide the information requested. If the business was a Trading Name the answer is yes, however because the business was a Pty Ltd, registered with ASIC then the answer is no albeit it could be argued. In this instance contact was made with the solicitor to inform them that there was no Storage Agreement under the name provided. It was mentioned that we have the name as a contact for an Agreement under a business name. For Kennards to comply the subpoena would need amending to include “the person’s name and any businesses associated with that name”. The detail is important; understanding what the request for information (subpoena) is actually asking. If we were to provide the information in this instance there may be cause for the customer to make a claim against Kennards for releasing information that was not properly requested. Should you receive a warrant, subpoena or any court document for information or any other matter best practice is to check in with your Operations Manager. Darren Marshall General Manager

6 Kennards Kourier April 2016