Coronavirus (COVID-19) Policy & Procedures

This is Quick Air COVID Safe Plan.

This document is refreshed from time to time and this version - dated 4th August 2020 - 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 stakeholders extremely seriously during this time.

The most significant changes to this edition focus on the new Stage 4 Metropolitan Melbourne restrictions (in force now), Stage 3 in Regional Victoria (commencing 11.59 pm 5 August) and other recommendations for face coverings in NSW as recommended by the NSW Premier on the 3rd August 2020.


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

In Metropolitan Victoria, where Stage 4 is underway, emergency and urgent onsite work for heating and cooling repairs, electrical safety & plumbing will still be permitted. The Vic State Government has issued a document that details the restrictions and exemptions and our urgent and emergency services have been exempted. Meaning we can perform these services onsite. General servicing and maintenance are not exempt because these services are not considered urgent or emergency in nature. This means that we are still able to function at a restricted capacity if the scope of work directly affects the health & well-being of the household occupants. Just to reiterate, this current Stage 4 restrictions are aimed at Metropolitan Victoria based technicians only. That being said, the virus is still cropping up in different locations around Australia, so this thing is far from over and we must follow each statewide recommendations. The rest of Regional Vic has gone to Stage 3 restrictions from 11.59 pm on the 5th August), a revision of the first lockdown.

For our technicians based in New South Wales, although the cases are minimal and the spread seems reasonably contained, we would strongly recommend that you are still wearing masks when visiting properties, as to prevent any further potential spread. Please note, this is not a legal requirement, however, the NSW State Government is requesting we adhere to this "strong recommendation".

For those Vic Metro 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:

For Vic Metro Techs this is a useful restriction checker:


Our Call Centre remains closed, no one is permitted onsite, and WFH remains in situ until further notice. Call Centre staff have been working from home since March 9th anyway so nothing changes in this regard. Our Call Centre staff are to follow all mandatory Stage 4 and Stage 3 lockdown regulations as dictated by the Victorian State Government. For restrictions in Vic see:

This document furthermore focuses on the changes in Vic and NSW. The previous requirements for all other states and territories remain the same. State by State requirements are detailed below.

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 claims in ClaimsHub.


Stage 4 Lockdown Restrictions Metropolitan Victoria

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 in the affected Metropolitan Melbourne Stage 4 area:

New South Wales

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 onsite as an additional and safe precaution (as suggested by the NSW Premier yesterday (3 August)).

As a Cloud Flow Contractor, we request you:

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.


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 your 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


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:


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 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.


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.


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.


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.

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


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

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