BSA Limited Contracting Company Induction Booklet Issue: October 2011 1
About BSA Limited Contracting Solutions BSA Limited is Australia s pre-eminent domestic satellite and free to air Installation Company to the broadcast industry and a diverse engineering contracting company specializing in HVAC and fire systems for both commercial and industrial buildings. BSA s Contracting Solutions (CS) business unit provides high volume contracting solutions and maintenance services across Australia. CS enjoys strong relationships with customers such as FOXTEL and Optus, and specializes in the installation of subscription television services throughout Australia and broadband services. CS sustains a regional installation base with seven branches covering over 200 locations throughout Australia, over 1,000 employees and a network of over 1,000 contractors. Growth within this market is currently being driven by the Government initiative to switch from analogue to digital and wireless transmissions. BSA is well placed to continue taking advantage of this opportunity with our contractors having completed over 25,000 switchovers throughout Australia to-date. Subscription television services are also anticipating substantial growth in 2012 and beyond due to the increase in demand for HD services and FOXTEL securing exclusive rights to deliver the most comprehensive live AFL coverage in Australia. BSA is well placed to continue taking advantage of this opportunity with our contractors having completed over 25,000 switchovers throughout Australia to-date. CS is also comprised of free-to-air installation company Mr Antenna as well as security and surveillance company Mr Alarms, both of these companies are wholly owned subsidiaries of BSA Limited. 2
The services performed by BSA include: BSA - installs satellite equipment for Foxtel, the largest provider of subscription TV services in the country. Foxtel has the most subscribers and an impressive growth record and this is expected to continue with Foxtel securing exclusive rights to AFL and the continued growth of HD services.. BSA s relationship with Foxtel continues to strengthen and recently signed a new 4+1 year contract. Currently BSA undertakes Foxtel installations Australia wide. Support infrastructure for the operations, offices and warehouses in these sites has continued to be expanded to cope with the increased demand. With over 500,000 satisfied customers since 1991, Mr Antenna has become Australia s household name for the best reception solutions available. Mr. Antenna is Australia s leading television antenna installation company. Visiting over fifty thousand homes per year, Mr. Antenna has outstanding potential in the domestic antenna installation sector. The company has strong brand recognition and a loyal customer base. BSA expects to dramatically expand brand awareness, market share and revenue for Mr. Antenna as it moves into the next stage of the company s development. BSA has been successful in obtaining various contracts throughout Australia relating to the upgrading of building backbones to Digital TV specifications and this market will continue to grow over the next 24 months Working closely with the Mr Antenna structure, BSA has developed a significant security alarm division. Mr Alarms is an authorized dealer with the ADT Group in Victoria and recent strategic appointments and restructuring have been implemented to commence dealerships within the other states of Australia. In addition to existing and proposed ADT dealership expansion, Mr. Alarms has developed a qualified installation and service resource to complement its sales activities. The installation and service technician resource is planned to expand into major regional centers where limited installation resources prevail. With the increasing demands for personal and home security Mr. Alarms is well positioned to provide a qualified and comprehensive service to both capital and regional centers of Australia. 3
With the maturation of high-speed internet services, BSA expects to see the delivery of broadband internet via cable and satellite continues its very strong growth phase. BSA was one of Australia s first installation groups of broadband internet via satellite and cable. Like any pioneer, BSA found the service introduction very challenging, but believes that as a result the knowledge and skill acquired will prove to be very rewarding in the future. web on dark background BSA is currently providing installation services to various ISP organizations utilizing delivery platforms such as ADSL and wireless local loop technology. BSA is committed to becoming the leading supplier of services to both these technologies. web on light background BSA Advanced Learning (BAL) is a RTO (Registered Training Organisation). BAL will provide quality training print version and delivery of units that are a requirement to commence working as a basic sub-contractor on the Foxtel Platform. To successfully complete the training package, you must pass all theory and practical assessments within the training package timeline. In the instance where you may have previously completed a module within the package we can grant RPL (recognition of prior learning) after an inspection of evidence and a scheduled assessment. BAL offer all the assistance to assist in the successful completion of training. You will be undertaking the Certificate II & III in Telecommunications Digital Reception Technology which is the mandatory Industry Standard. As a division of BSA Limited, BAL places BSA in a unique position with the ability to provide training to new employees, technicians and job seekers, particularly within areas of high demand. BSA Advanced Learning (BAL) is a National Provider of training to clerical, administration and technical sectors, along with a variety of other industries within the Australian workforce. As a division of BSA Limited, BAL places BSA in a unique position with the ability to provide training to new employees, technicians and job seekers, particularly within areas of high demand. BAL also provides bridging training, up-skilling a current workforce in accordance with industry standards. 4
BSA Contractor Network Quality and Standards Contracting companies are provided with a comprehensive procedures manual covering all aspects of their work and job responsibilities. Contracting companies are held responsible for their own work (12 month warranty applies), rework and insurance claims in the unlikely event that these should occur. This acts as an incentive to ensure the highest standards of quality are maintained in all work performed. BSA s in-house Quality Assurance (QA) program requires regular inspection of work performed by each and any Contracting Company in our network. This QA program is in addition to that performed by our customers. The business is operated in accordance with AS/NZS ISO 9001 quality management standard. Procedures in use are: Contracting company Management Procedures Routing and Dispatch Procedures Work Order Processing and Invoicing System Staff Management & Organizational Procedures Technical Support & Training Procedures Online Dispatch System Fully Computerized and Audited Internal Accounting System Quality Control Procedures Customer Service Focus The Contracting Company Personnel must provide the services that are in line with BSA and FOXTEL core values in delivering a Competitive, Contemporary and Consistent Customer Experience that: Provides an uninterrupted viewing experience Personalise it for me While the customer service experience and its delivery principles are: Make it simple for me Don t surprise me Let me choose how to interact with you 5
We recognise the importance and benefit of ensuring every customer has a pleasant, hassle free and favorable memory of their installation. And recognizes the importance and benefit of ensuring every customer has a pleasant, hassle free and favorable memory of their installation. BSA achieves this with the customer by providing the following at the point of installation: Clean and tidy appearance of the work vehicle Technician is in BSA uniform with a neat and tidy appearance and identification A comprehensive pre-installation briefing and user education process Use drop sheets for all work inside the premises Ensuring the work area at the customer s premises is cleaned Ensure accurate paperwork details to avoid billing mistakes. General Contractor Set-up To sign up to a Services Agreement (the 'contract') and work with BSA Limited the contracting company must be: Registered under the Corporations Act 2001; A proprietary limited (Pty Ltd) entity; Registered to indicate that it is active and trading; and, Registered for GST. NOTE: Generally BSA Limited will not enter into ongoing contractual relationships with businesses that are not companies (e.g. sole trader, partnership, trust, etc.). Registration of your company can be instantaneous with the company certificate and ACN able to be issued on line. The easy and inexpensive process can be provided by Register a Company Limited. To access the process just visit http://www.registeracompany.com.au/pricing.cfm 6
Insurance & Terms of Trade All contracting companies that work on behalf of BSA must registered be a Pty Ltd Company and provide evidence of the following insurance cover prior to carrying out any work for BSA Limited. Public Liability Insurance: i) Covering liabilities and defence costs in respect of: Loss, destruction or damage to real or personal property; Injury to, or disease or death of persons; and Economic loss claims, arising out of, in relation to, or in connection with the Services, loss, destruction, or damage to real or personal property, or injury to, or disease or death of persons; ii) Including the following extensions: Sudden and accidental pollution; Motor vehicle third party bodily injury gap cover; Care, custody and control cover; Worker to worker cover; iii) For a minimum limit of liability of 20 million dollars ($20,000,000); Property Insurance: Iv) (in respect of each single claim) of not less than $25,000 or for an amount equal to the replacement value of the FOXTEL Equipment or equipment supplied by BSA in respect of which it provides as part of the Services for any occurrence or series of occurrences arising from one event. All necessary Workers Compensation and Personal Accident / Injury Insurance as would be effected by a reasonable and prudent contracting company providing services similar to the Services and the Contracting Company must also comply with all statutory workers compensation requirements. Certificate of Currency must be provided as evidence of the above insurances to BSA whilst all contractors continue to work for BSA Limited. Assurity Pty Ltd - Contact: Adam Smith Phone: (07) 3490 9200 Fax: (07) 3205 6610 Email: info@assurity.com.au 7
BSA Uniform & Accessories The BSA uniform must be worn at all times whilst carrying out work for BSA Ltd therefore all new contracting companies will be issued, at their own cost, 3 x polo shirts per company installer. Other items and accessories are available for purchase from BSA Vehicle This requirement is negotiable however we prefer the following type of vehicle: All White Commercial vehicle, van or Ute Less than 6 years old Tool and stock racking NOTE: The vehicle must have a lock up area for the secure storage of BSA consignment stock and possibly display the approximate Foxtel and BSA signage. Training & Certification All BSA Limited contracting companies must obtain for all of their installers and show evidence of completion of: Digital Reception Training. Restricted Cable License or above. Accredited Working at Heights training. Construction Industry OH&S course (Green/ White Card). BSA on-line Technician Induction Training course. Other Courses as required by BSA Ltd Communication Equipment Communication between BSA and the contracting company is of the utmost importance. All contracting companies must have the following communication equipment: 1. Mobility Solution/PDA Solution Ipad or other Andriod based tablet. 2. Mobile phone connected with voice mail and SMS facilities activated. 3. Computer connected to the internet (it is recommended a broadband or similar form of high speed internet connection be used) 8
Metropolitan Operating Procedures (General Overview) Contracting Companies submit their availability for work 3 months in advance via website. (Availability Period may include up to 2 Saturdays and up to 2 Sundays in each Month as nominated by the Contracting Company under consultation with BSA.) BSA receives work from Foxtel and other clients via an electronic file. BSA maps the work out for the next day recognizing the AM, Mid Range and PM timeslots. BSA assigns the jobs to the appropriate contracting company in a way to maximize the efficiencies of travel and individual capacity. BSA places the work onto the BSA web site at approx. 6.00pm the night prior for the following days work. The contracting company phones (PRECALLS) the customer the night before confirming the job and advising the customer of the time slot (either AM Mid Range or PM). Upon arrival onsite the contracting company contacts the BSA office via their Mobility device to log-in. After completing each job or installation the contracting company is required to send the completion details through to BSA via the Mobility device, requesting Foxtel to authorize the smart card (connecting to Foxtel subscriber TV). The contracting company completes the Foxtel work order form ensuring he/she obtains the customer's signature confirming the job is complete. The contracting company completes the job summary on his website at the end of each day. 9
Payments to Contractors Payments from BSA to the contracting company will be made by Electronic Funds Transfer (EFT) and therefore a Bank Account Authority needs to be completed to enable payment. Payment for completed work will be made within 21 days after the end of the week in which BSA invoices the completed work order from the website, providing it is correct and all required information has been entered. This work order acknowledges that the work has been completed and provides the documentation to enable us to invoice our Head Contractor, (i.e. Foxtel). For any incomplete work orders details taken from the contractors' website, BSA will notify the contracting company with the appropriate areas highlighted for completion by the contracting company. All contracting companies are paid within 21 days of BSA s receipt of the amended details. Next Step If you re interested in contracting to BSA, or require more information please contact the BSA Office in the areas listed below: NSW/ACT Glenn Brown 7 Figtree Drive Sydney Olympic Park Homebush Bay NSW 2127 P: 61 2 8748 2400 F: 61 2 8748 2577 Victoria Peter Russel U3 / 87 Newlands Rd Reservoir VIC 3073 P: 61 3 9495 7800 F: 61 3 9460 1645 QLD Brian McGovern 49 Borthwick Ave Murarrie QLD 4172 P: 61 7 3902 7500 F: 61 7 3902 7550 WA Chris Reid U1 / 24 Mercantile Way Malaga WA 6090 P: 61 8 9247 8500 F: 61 8 9247 8588 10