On Friday 28th January, the Auckland region experienced an unprecedented rainfall event which resulted in many buildings and infrastructure being flooded. The flooding affected some lifts and escalators in the region.
Now that units are back in temporary service, we have a dedicated team who are managing our overall response to the flooding to support you going forward. This web page is designed to help answer some of the questions our customers and passengers have in regard to the units that may have been affected by the flooding.
The first thing you need to do is call our Customer Care Centre directly on +64 9 353 7502 to log a job. Once your job has been logged in our system a technician will be dispatched to your site as soon as possible to isolate the affected units and ensure the unit is safe.
We will record in our system that the unit is shut down (if needed) and now awaiting further assessment from our Service team once the water has been drained from the Lift/Escalator pits as arranged by the customer.
As we move into the assessment phase of our response, we prioritise these based on Aged Care, Health Services, Public Transportation and buildings with no operational lifts. Our Service Administration team will be contacting our affected customers in order of priority as per above to organise an assessment. Please provide a work order for the assessment when they make contact if you haven’t already.
The assessments will take one technician an estimated four hours per unit. Following this we will provide you with two further quotes as follows:
Components that have been in contact with water may need to be replaced after the assessment has been completed. Water damaged components may affect the reliability of your units and we cannot guarantee consistent operation until the components have been replaced or repaired. You will receive quotes after the assessment on what needs to be fixed to return the unit to normal working order. Please speak with your Service Leader.
Our service team are busy prioritising their jobs to get units back up and running. Please be assured that if you have logged a job with our Customer Care Centre, someone will be in touch as soon as possible. Please be patient with our team and we will respond as soon as we can.
Once the pit is dry you need to inform the Customer Care Centre that the water has been drained and we will dispatch one of our team to do an assessment. If the unit can be put into temporary service, we will do this. However, if components require replacing then the quote for this will be sent to you immedi-ately for your approval. Once this has been approved, we will source the part/s to get your unit back into service as soon as possible.
Please make contact with your Building Manager to confirm if they are aware of the problem. If they are, they should have made contact with our Customer Care Centre to log a job. Your building manager will be able to provide you with any updates.
Alternatively, if you need welfare assistance as a result of the lift outages, please contact Auckland Emergency Management’s welfare team on 0800 22 22 00.
We encourage Aucklanders to check on their neighbours, particularly those who are elderly or vulnerable, and to again notify Auckland Emergency Management if assistance is required.
Entrapments and the safety of our passengers is always our number one priority. If there is an entrapment please use the lift phone button on the panel inside the lift. This will connect to our Customer Care Centre and allow us to confirm that the passenger is trapped. Once we can confirm this with the passenger we will dispatch a technician straight away. Entrapments always take priority.
Many of our components are the same across different units. We keep a high level of available stock in our Auckland warehouse but with the flooding these normal stock levels have decreased. We are working closely with our global factories to ensure that we get required parts into the country as soon as possible. Your Service Leader or Team Leader will keep you updated on timings accordingly.