Coronavirus (COVID-19) Policy & Procedures

Introduction

This document is Cloud Flow’s (also the parent company of the direct to market brands Quick Air, Quick Tech and Quick Spark) COVID Safe Plan.

This document is refreshed from time to time and this version – dated 28th February 2021 – reflects the current situation, the information we have to hand and all reasonable attempts to involve our staff, subcontractors and customers.

Each time this document is revised, or anytime we feel a reminder needs to be sent, this document will be circulated to our subcontractors, staff, enterprise customers and direct to market customers (displayed on our websites).

We have and continue to take our responsibilities for the safety of all our staff, customers, subcontractors and stakeholders extremely seriously. This document must be read in full by all our staff and subcontractors.

Six principles of COVIDSafe workplaces

Ensure physical distancing

Wear a face mask

Practise good hygiene

Keep records and act quickly

Avoid interactions in enclosed spaces

Create workforce bubbles

Staff

Call Centre staff have been working from home since March 9th. For restrictions in Vic see:

https://www.dhhs.vic.gov.au/victorias-restriction-levels-covid-19

When the time comes to return to the office safely we’ll discuss this in consultation with our staff, referring to the Vic State Governments guidelines, see:

https://www.coronavirus.vic.gov.au/creating-a-covidsafe-workplace

Highlighting the following safe Practices:

COVIDSafe Principles for business

Every Victorian business that is open must have a COVIDSafe Plan.

Businesses should apply the principles of COVIDSafe workplaces https://www.coronavirus.vic.gov.au/six-principles-covidsafe-workplaces:

See our Sector Guidance https://www.coronavirus.vic.gov.au/guidance-sectors pages for further guidance and frequently asked questions for your sector.

Subcontractors

In addition to this Policy document all our Subcontractors received an email from Cloud Flow dated 4 August 2020 with additional references for those not trading as sole traders to prepare their own action plans as follows:

For those Vic Subcontractors that work in teams i.e. are not sole traders, we strongly recommend that you build your own COVID 19 Action Plan. This website is very helpful for this action item:

https://www.business.vic.gov.au/disputes-disasters-and-succession-planning/covid-safe-business/creating-a-covid-safe-workplace

For Vic Techs this is a useful restriction checker:

https://www.healthdirect.gov.au/covid19-restriction-checker/activity

Staff must familiarise themselves with this document. Staff must ensure they stay abreast of changes in restrictions by region as detailed in this document. When in contact with Subcontractors we need to be checking that they are following the restrictions and the COVID Safe Plan in their respective region. If there is a COVID  incident reported in the field, all information must be documented in an Incident Report and for Suncorp repeated in detail in ClaimsHub.

Victoria

See: https://www.coronavirus.vic.gov.au/creating-a-covidsafe-workplace#covidsafe-principles-for-business

Both Quick Air & Quick Spark are deemed as essential services, however, the recent changes being implemented in lockdown procedure means that we can no longer visit sites for general servicing or maintenance at residential or commercial properties. Only urgent or emergency onsite work for breakdown or repairs are allowed, so long as it directly affects the health or well-being of the occupant of any household or property. The following items must be adhered to by all Subcontractors:

New South Wales

See: https://www.safework.nsw.gov.au/resource-library/COVID-19-Coronavirus

WA, QLD, ACT, NT, and Tasmania

We insist our Techs in these states still practice all the social distancing and other requirements we’re familiar with (see above) and strongly recommend they wear face coverings when on-site as an additional and safe precaution.

We’ve listed the COVID safe workplace practices guidelines and recommendations issued by each state government below. Whilst they are similar in nature from state to state we strongly advise our Techs to be familiar with best practices in their respective territory.

QLD:

https://www.worksafe.qld.gov.au/resources/campaigns/coronavirus/keeping-your-workplace-safe-clean-and-healthy-during-covid-19

WA:

https://www.commerce.wa.gov.au/worksafe/covid-19-coronavirus-industry-specific-information

Tasmania:

https://worksafe.tas.gov.au/topics/Health-and-Safety/safety-alerts/coronavirus/covid-safe-workplaces-framework

SA:

https://www.covid-19.sa.gov.au/business-and-work/create-a-covid-safe-plan

NT:

https://worksafe.nt.gov.au/forms-and-resources/news-and-events/news/2020/advice-on-coronavirus-covid-19

Or: https://www.safeworkaustralia.gov.au/covid-19-information-workplaces

Subcontractors must continue to read this document. There are discussions below on what to say and do onsite and how to get diagnosed and treated etc.

Cloud Flow will provide any assistance required by our subcontractors to find, interpret and build their own Covid Safe Plans. Please make contact with the Tech Manager (number below).

As a Cloud Flow Subcontractor, we request you:

Coronavirus – General Information

Coronavirus - General Information

Prevention – Hygiene and Customer contact

Good hygiene

The most effective way to reduce the risk of transmission is to ensure good hygiene – make sure you and your team wash your hands frequently (using soap and warm water).

Customer contact

It is important that you feel safe. Any concerns raised either when booking your appointment or onsite should be managed through your internal escalation procedures.

Onsite

Field-based staff are encouraged to minimise the risks to themselves by not shaking hands with others. Use your own or the following scripting when attending to a customer’s home.

“I am sure you have heard a lot on the news about Coronavirus, so as not to put either of us in an uncomfortable position, I will just say hello and let you know that I’m following all the recommendations as dictated by our State Government such as face-covering, social distancing and hand sanitising.”

Follow with:

“For your information, I just wanted to let you know that I have not travelled overseas within the last 14 days and I have not come into contact with anyone suffering from Coronavirus or demonstrating symptoms of the virus nor am I waiting for test results.”

“Can I ask, have you or anyone in the home travelled overseas in the last month, come into contact with anyone who is confirmed with the virus, waiting for test results in the household or demonstrating symptoms that you are concerned about?”

If yes, immediately conduct a risk assessment, and call Cloud Flow on 03 9912 7141.

Also, follow the requirements as governed by your respective State Governments details of which can be found above and any dialogue which you feel appropriate in your State. Diagnosis, treatment and isolation

Diagnosis

Staff, trades, or customers who become unwell and/or think may have symptoms of coronavirus, need to seek medical attention. They must

Information about getting tested:

see: https://www.dhhs.vic.gov.au/getting-tested

Step-by-step advice

  1. If you are feeling unwell do not go to work.
  2. Check your symptoms – you may have coronavirus (COVID-19) if you have any of the following: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose and loss of sense of smell or taste.
  3. Get tested at a nearby testing location if you have any of the symptoms. Return home immediately.
  4. Wait for your test results. Do not go to work or go out shopping, stay at home. It usually takes between 1 and 3 days for your results to be returned to you. If you are worried your results are taking too long you can call a service provider for more information.
  5. If you are worried you will lose pay while you wait for your results you may be eligible for a $300 Coronavirus (COVID-19) Test Isolation Payment.
  6. If you test negative, go about your normal activity, following the restrictions for your location.
  7. If you test positive we will contact you. You will need to self-isolate for 14 days. Do not go to work. If you are worried you will lose pay you may be eligible for a $1500 Coronavirus (COVID-19) Worker Support Payment.
  8. If your condition worsens contact your GP or a health professional.  If you become very unwell and are having trouble breathing contact triple zero (000), you may need to be admitted to the hospital.
  9. If you have tested positive, have self-isolated for 14 days and have recovered you can resume your normal activity, following the restrictions for your location.

Treatment

There is no treatment for coronavirus, but medical care can treat most of the symptoms. Antibiotics do not work on viruses.

People diagnosed with coronavirus must isolate themselves at home.

Isolation

People diagnosed with Coronavirus are advised not to go to public places, such as work, school, shopping centres, childcare or university.

If possible, ask other people to get food and other necessities for you and leave them at your front door.

Only people who usually live with the person should be in your home. They are not to let in visitors.

Returning from overseas

Based on official advice from the AU and NZ Government and State health authorities, people who have visited or transited through selected countries since the identified effective dates, are required to self-isolate until 14 days have elapsed after leaving these destinations.

Customers

If a customer or anyone in their home is diagnosed with Coronavirus (or is required to undertake mandatory self-isolation) advise them to contact Cloud Flow on 03 9912 7141.

What to do if you have come in contact with someone with the virus

The following information sheet provides advice to people who have had casual contact with someone who is infected with Coronavirus.

https://www.health.gov.au/sites/default/files/documents/2020/03/coronavirus-covid-19-information-for-casual-contacts-of-a-confirmed-case.pdf

Principles for interactions with a person exposed to COVID-19:

Resources

The information within this document is based on public advice from the Department of Health and is subject to change. For the latest advice, information and resources, go to health.gov.au

Call the National Coronavirus Health Information Line on 1800 020 080. It operates 24 hours a day, seven days a week. If you require translating or interpreting services, call 131 450.

The phone number of your state or territory public health agency is available at health.gov.au/state-territory-contacts