This page explains how to report store maintenance issues and who to contact for emergencies or escalations.

Step 1:  If inside a shopping centre

• Determine whether the issue is structural / base building or store-specific. When in doubt, assume it’s a landlord matter first. Contact Centre management as they are best placed to confirm boundaries and avoids unnecessary cost exposure for the business.

Step 2: For Emergency Issues (Before/After Trade)

• Submit an EMERGENCY CALL OUT request form in Urbanise (via WorkJam Quick Links).
• Call CBM Facilities Group: 02 6763 0410, which diverts to an after-hours team from 5:00 pm AEDT.
• Email photos to: service@cbmfg.com.au.

Step 3: For all other Maintenance Requests (During Trade)

• Submit a maintenance request form in Urbanise (via WorkJam Quick Links).
• Complete separate forms for each issue (e.g., one for lights, one for broken drawers).
• Refer to Store Maintenance WFH v5.6 SOPP on WorkJam for detailed instructions and exclusions.

Step 4: For Escalations

Contact:

• Regional Managers:
  • WA: Beth Wishart – 0475 516 145
  • NSW: Jo Buchlak – 0437 377 506
  • NSW/ACT: Teneal Morgan – 0487 538 749
  • SA/NT: Caitlin Fuataga – 0491 976 174
  • QLD: Bec Smith – 0456 249 913
  • VIC/TAS: Lisa Townsend – 0459 724 540
  • VIC: Mel Phillips – 0488 098 778
• Customer Experience Operations Manager: Alex Petrolo – 0460 637 786

Priority Levels (with examples)

LOW – Non-emergency items:

• Broken drawers
• Hot water issues
• Staff lockers

MEDIUM – Important, affects trade or safety:

• Front door lock broken
• Safety hazard
• Mould in staff area

URGENT – Immediate action required:

• Flooding
• Electrical hazard
• Broken glass near customers

Quick Summary:

• Emergencies → Submit an Emergency Call Out form and call CBM 02 6763 0410.
• Maintenance → Submit a Maintenance Request form.
• Escalations → Contact your Regional Manager, Store Operations (Alex).