cleaning maintenance property services
Quality Certified Company
Environmentally Certified Company
OH&S Certified Company
Capacity and coverage
Our team/organisational chart
Our point of difference
Established in 1994, CMC Property Services is a national
commercial cleaning and property maintenance
company. We are specialists in the cleaning and
maintenance, management and reporting of offices,
retail outlets, commercial buildings, multi-sites and
Our reputation has been built over many years of
successfully delivering a wide range of services under
one umbrella. Customer satisfaction, quality service and
value for money are our key focus.
Through our commitment to excellence and drive to
be better, we have earned a prominent reputation
and enjoyed significant growth in the commercial
cleaning industry. We are a provider of integrated
property maintenance services offering; contract
cleaning, maintenance services, carpet steam cleaning,
professional window cleaning, graffiti removal and
emergency property related services.
Whether our customers require a daily, weekly, monthly
or simply a one-time-only service, we can deliver.
We provide a cleaning service tailored to the needs of our
customers, within budget, on time, and with a dedication
to getting it right every time.
Our services include:
• Window cleaning
• aste management
Our customers span across the commercial,government,
educational and corporate sectors. We have grown to
be one of the leading national cleaning and property
maintenance companies in Australia and New
Zealand with a national footprint expanding not only in
metropolitan but remote regional areas.
• arpet steam cleaning
• ygiene services
• trip and reseal of hard
• ashroom consumables
• Mechanical scrubbing
• Graffiti removal
• mergency response
work (flood damage)
• oft furnishings and
We are experts in procurement services relating to waste
management, hygiene and consumables.
We have both the financial and personnel resources to carry out
contracts ranging from small suburban offices to multi-million
dollar national contracts.
By testing the national market, savings of up to 60% for hygiene
services and 15% for waste management and consumables
have been passed on to our customers.
We can also secure savings for a fixed period with a fixed
contract option. We believe that the core principle underpinning
procurement is value for money which requires a comparative
analysis of all relevant costs and benefits.
We have developed strong relationships with national suppliers
in waste, hygiene and washroom consumable supply services.
We offer our customers the expertise, resources and capacity to:
• Deliver a quality service on time, every time.
• Understand our customers requirements.
• Reduce environmental impacts in service delivery.
• rovide an excellent communication process through our
National Customer Service Centre and our Electronic
Customer Relationship Management System (ECRM).
• rovide a high level of automated real-time reporting on
all aspects of the contract.
• Strong site management and procedures.
• Seamless transition into our customers’ business.
• eace of mind that all our management systems are
third-party certified and audited regularly.
• Grounds maintenance
Our extensive experience in cleaning, complete
facility services and reporting provides us with a clear
insight into our customers needs, and enables us to
continuously deliver a service that is thorough and
Capacity and Coverage
We aim to enter into a mutually successful business
partnership with our customers and understand that
each customer is unique.
• Commercial cleaning
• Pressure washing
• Pest control
• rocurement services
(related to cleaning)
• General maintenance
Our national buying power has enabled us to secure competitive
prices, thus delivering a whole service to our customers and
managing the supply and delivery of all products and services
on one itemised invoice.
We have extensive National coverage throughout Australia
and New Zealand.
Coverage in Australia and New Zealand
• Labour hire
Emergency Response Services
We can provide 24 hour/7 day emergency
We believe that our services, open communication,
flexibility to adapt to changing needs, our transparent
management and reporting, coupled with our industry
knowledge, results in total satisfaction for our customers.
Our Emergency Response Units are available to ensure
our customers’ property is made-safe and restoration
works begin in an efficient and timely manner.
Our services include:
Our continuous focus is on our core values and
objectives. The basis of these values are to:
• Flood damage
• Water extraction
• indow and glass
• reat our customers and employees fairly.
• Removal of furniture
• artner with our customers to deliver a service
that meets and exceeds their needs using the best
solutions for their requirements.
• Removal of carpets
• Waste removal
• General maintenance
• Electrical services
• Labour hire
• rovide the highest level of communication throughout
the term of our contracts.
• Strive to improve on how we do business.
• e responsible corporate and community citizens.
We work in partnership with Master Builders, Structural
Engineers and IT technicians who are approved
specialists in their fields.
• Ensure flexibility.
Chief Executive Officer
Bachelor of Town Planning
BSCAA Board Member
Bachelor of Arts and Social Science
Graduate Certificate in Business Management
(Australian Institute of Management)
Paul has experience within all aspects
of property services. Paul founded CMC
Property Services in 1994 and as such
has built the company from its basic
beginnings to where it is today. CMC
has become one of the leading property
services companies servicing customers
nationally and in New Zealand.
Paul has served on the BSCAA executive
for more than 9 years and has been
involved in the recent award modernisation
process. He is also a member of Facilities
Elly joined CMC in 2004, bringing a wealth
of industry knowledge in the delivery of
customer service and brand experience.
She is responsible for; the development
of CMC’s National Customer Service
Centre, retention and renewal of existing
customers, recruitment, establishing
and monitoring trends and business
Her knowledge has been the key in
developing and gaining accreditation for
CMC’s OHS, Quality and Environmental
Elly has been instrumental in establishing
sustainable and strategic procurement
services in direct and indirect services for
National Operations Manager
Diploma in Business Management
(University of Western Sydney)
Certificate III Asset Maintenance
Max has had a vast and accomplished
ten year career in the cleaning industry
specialising in multi-site contracts. With
both management and frontline cleaning
experience he is able to implement and
manage contracts from the ground up.
Max oversees the service delivery of
all contract transitions in Australia and
His other qualifications include; OHS
Consultation, OHS Risk Management,
OHS Construction Card, Chemical
Application License, Senior First
Business Development Manager
Bachelor of Applied Science
Hans has been working in the cleaning
industry for over 10 years in both
operational and business development
roles and has experience in understanding
the needs of customers. Hans’ role is to
provide each customer with a tailored
cleaning solution, which allows for a
cost-effective labour model all the while
ensuring high standards of cleaning
Hans also has a strong understanding in
business improvement, service delivery
methods and efficiencies as well as
working at implementing innovation within
National Customer Service Manager
Bachelor of Arts
Media and Communication
Cassandra’s employment history spans
over seven years within the call centre
and service industries.
With her wealth of experience she brings
innovations and suggestions for efficiencies
in contract management and reporting.
Her background in the ever-changing
call centre industry as well as formal
qualifications in media and communications
has allowed her to work with a diverse
range of people, cultures and attitudes.
This experience has equipped her with
strong customer service skills. She is
solution-driven and delivers in an
efficient and timely manner.
Maintenance Project Leader
Advanced Certificate in Process
Advanced Diploma in Electronics
Stuart’s role is to manage the
day-to-day facility contracts on a
National basis for CMC Maintenance
Serivices. Stuart is also responsible for
the scheduling of programmed
maintenance works and the timely
execution of reactive/adhoc work.
Stuart has over 25 years of industry
experience and some of his other
qualifications include; Working at Heights
Accreditation, Confined Space Entry,
Working Safely in Construction (Red Card)
and License to Perform High Risk Work.
Cassandra manages and monitors all
work orders and requests sent to CMC
ensuring that they are completed within
the predetermined time-frames.
An affiliate member of the Chartered
Institute of Purchasing and Supply,
her skills in vendor negotiation and
contractual management provide an
end-to-end project cycle to
Chief Executive Officer
Health and Safety
Our Management systems address service implementation
and continuity, risk management, environmental management
and customer relationship management.
We are committed to delivering a quality property management
and cleaning service to our customers. We aim to be the most
pro-active company to offer an uncompromising standard of
cleaning and associated property services to our customers.
Our management systems have received these certifications:
• Quality Management System AS/NZS ISO 9001:2008
• OHS Management System AS/NZS 4801:2001
Executive periodical reports
We produce executive periodical reports of all areas under CMC
management. The frequency of these reports are scheduled in
partnership with our customers and generally consist of:
Part 1 - Executive Summary
Part 2 - Quality Assurance
Part 3 - ccupational Health and Safety
and Environmental Systems
Part 4 - Analysis Report-innovation
CMC’s site operations manual
• Environmental Management System AS/NZS ISO 14001:2004
We compile a site operations manual for each contract site.
The manuals are placed in the cleaners’ room and consist of:
Through the use of our three management systems, we give
our customers three key benefits:
• Communications books
• Improved customer service
• Improved business process
• Improved service delivery
This means that we are able to provide:
• Dedicated management
• Detailed work schedules
• Quality assurance
• Detailed auditing and reporting
•Trend analysis on our services
Our management systems are what we use to ensure we
follow best practise in our day-to-day operations and planning.
From auditing the quality of our work to communicating with
our customers, ensuring we take care of the environment and
keeping our staff safe, our management systems keep us
working harder and better so we best serve our customers.
Quality Management System
Our quality processes system is a disciplined system of
planning, budgeting, reviewing, testing, inspecting, auditing
and reporting on the quality of the contracts we undertake.
The program reinforces our commitment to excellence.
Performance management and auditing
Our performance measuring system has the capacity,
not only to measure our performance from the internal
customer perspective, but also to monitor and report any
non-conformances that may arise.
Our Quality Inspection Reports accurately measure the standard
of service being provided and evaluate our customers’ response
to the service. These reports and ratings will act as a tracking
mechanism of work and of our operatives.
Our Quality Inspection Reports are automated and uploaded,
in real-time, to our ECRM system for instant access.
• Site specifications
• Periodical schedules
• MSDS sheets
• Sign on-sign off books
• Injuries registration booklets
• Quality Management systems and procedures
• Policies and procedures
We strive, within our technical and financial capabilities,
to protect the environment during the planning and
conduct of our business operations.
We define green cleaning as cleaning effectively to create
healthy buildings while at the same time reducing our
New technologies and processes make it possible
to clean effectively and efficiently with less impact on
health and the environment.
Green cleaning is not just about using environmentally
friendly products, it is comprehensive and includes
assessing the unique needs of each facility and
its occupants, as well as the cleaning chemicals,
equipment, paper products, procedures and training.
We believe that strong environmental management plays
an important role in the delivery of a quality service.
Our focus will be to work with our customers to provide
solutions in the areas of energy and water conservation,
chemical and equipment procurement and waste
Our operational activities provide a sound platform
for furthering environmental objectives and outcomes
in a positive and practical manner. Initiatives to be
undertaken to minimise environmental harm include:
• he review and amendment of procedures to identify
relevant environmental issues;
• evelopment of an Environmental Management Plan
• Development of procedural checklists; and
• evelopment/undertaking of a training program for
new procedures as they arise.
CMC’s green cleaning principles include:
• reen cleaning specific to the facility – we look at
the facility holistically.
OHS Management System
• educe pollutants – these can be pests, chemicals,
dirt or dust. Pollutants need to be captured, not just
We ensure that all necessary OHS systems are established
and implemented for each contract. We perform the following
for each contract to ensure the safety of our customers, their
staff and patrons and our employees.
• romoting safety – use environmentally friendly
chemicals and ensure proper use and storage of
chemicals and equipment.Use colour coded equipment
to reduce cross-contamination.
• Assess for risks, through a risk analysis process (JSAs).
• Prepare a risk management report for all areas of work.
• arefully plan to reduce, eliminate or mitigate impacts
of the risks identified in the risk analysis.
• Induct all staff on to the customer’s facilities.
• Provide adequate training to all employees.
• Provide and maintain all necessary safety equipment.
• rovide and maintain machines and equipment in safe
• Provide Safe Work Methods for all tasks to be undertaken.
• Instruct and train employees in safe working practices.
• Provide proper first aid services as required.
• eep proper control of noise, any chemicals, fumes and
• Investigate and report any accident.
• Comply with all relevant Australian Standards.
• Monitor to ensure compliance of approved procedure.
Quality Certified Company
Environmentally Certified Company
• inimise waste – use only what we need. This applies
to chemicals, water and energy. Introduce recycling
programs into the facility.
• ducate and communicate – inform employees and
stakeholders of CMC’s goals and let them know how
they can contribute to a cleaner and safer facility.
OHS Certified Company
Our point of difference
Quality Management System
Quality Management System
We are leaders in customer service in the property maintenance
industry. Our innovative National Customer Service Centre is
a value-added function that supports the needs of our diverse
customers. It is available 24 hours a day, 7 days a week and
provides a direct line of communication between customers and
CMC. Our customers can discuss, resolve or dispute any issues
they have relating to the services provided.
Our National Customer Service Centre plays an integral role
within CMC as it tracks, monitors and reports on customer
contact. We also have Operational staff who act as a secondary
support to on site staff to facilitate a resolution to any site
emergency or general request.
Our ECRM is a tailor-made system developed to deliver a higher
level of service to our customers and to streamline internal
processes, making them more efficient.
Through our National Customer Service Centre, we have
developed a response process for determining customer
satisfaction with product and service delivery times.
We have developed an Electronic Customer Relationship
Management System (ECRM) that manages and monitors our
valued customer relationships. It currently processes over
1,000 requests and work orders per week and has the capacity
to take on more.
Customers have the choice of logging requests directly into
ECRM or calling and/or emailing our National Customer Service
Centre. Once a request is logged, it is given a time frame for
action and sent directly to our account managers, supervisors
ECRM has been a successful tool in cutting customer request
wait times dramatically. From requesting the clean-up of a
spill, a quote for carpet steam cleaning or to a request for more
tissues for their office, the system caters for all.
Our Customer Request Flow Chart
Customer logs request into
ECRM or contacts CMC’s
ECRM is a web-based system that allows customers to
access our services, instantly. They are able to log into the
system using a specified password and log any cleaning and
maintenance requests they may have.
Customers can also view the live status of their request at any
time through ECRM. This means, they know when and who the
request has been allocated to, and view any comments made.
Our National Customer Service Centre will monitor the progress
of each request to ensure it is performed and signed off within
the given time frame.
Any request that is not actioned on-time is escalated to
Customer Service/Operations Management.
Regardless of how a customer wishes to contact CMC, whether
it is direct via ECRM, phone, fax or through email, ECRM will
record, monitor and report on requests giving our customers
open and transparent communication.
Customer views request
and/or feedback given to
customer within time-frame
CMC’s Customer Service
Department recieves a
request and allocates it
via sms or email to CMC
operations team for action
CMC’s Operations Team attends
to request and logs off request
in ECRM with the agreed
ECRM can link into and become compatible with most
information systems. It can be formatted to automatically
read customer emails or work orders and process them into
We take pride in and work tirelessly with our customers to build partnerships.
Jonathon McCormack, Gross Waddell
“CMC are a progressive and innovative
company. They work with us to provide
cost effective solutions to our organisation
and ensure a high standard of service
is always maintained. I recommend
CMC Property Services to any company,
especially multi-site organisations such
Steve Godwin, Manager Facilities,
Philip Morris Limited
Through the use of ECRM, we record information on the
progress of our cleaning service and report back to customers
through Executive Periodical Reports and formal meetings.
All information recorded provides a fair and transparent
snapshot of the activity that has taken place in relation to
cleaning and maintenance.
Interfacing of systems
“CMC service multiple sites for our
organisation. Their service and ECRM
system in particular, allow us to always
know how our properties are being
ECRM analysis and reporting
“CMC Property Services have provided
an exceptional and professional service
to our multi-sites around Australia. They
are an innovative, flexible and a customer
orientated service provider. They work in
partnership with us to ensure our sites
are maintained to a high standard.”
Rob Myers, National Operations Manager
GE Capital FM
Our ECRM can interface with your internal systems to provide
an integrated management system hence automatic work
orders are communicated.
Customer Service Surveys
We conduct customer satisfaction surveys periodically to gain
a true indication of the delivery of the service. The results are
tabulated and recommendations made to different departments
within CMC as to how we can improve our service delivery.
In 2011 we entered the Australian Achiever Awards for Victoria’s
Cleaning and Maintenance Services and Supplies category and
scored a highly recommended 89.51%.
Working collaboratively with a customer in the lead up to
handover is the best way to ensure a seamless and hassle
free transition from a previous service provider to CMC.
During the transition phase, communication between CMC and
the customer is essential so that the needs and expectations of
both parties are understood, eliminating any areas of concern
well before we take over cleaning on site.
A detailed transition schedule will be prepared by CMC and
presented to the customer at the first transition meeting. All
items on the schedule will be given a time frame for action and
our customer will be presented with updates to the schedule
at subsequent meetings. By the time that the handover occurs,
all items listed on the schedule will be complete and we will be
ready to begin servicing the site.
We believe that training of staff is an integral part of our service
delivery. Training programs for staff should be continuous,
active and realistic. They should consist of thorough induction
training, followed by day-to-day training, instruction, correction
and advice during the performance of duty and supported by
formal training courses.
Our approach in developing our cleaning staff involves seven
• Induction Training
• Chemical Handling and Storage
• National Competency Based Training
• In –house training provided by CMC
• Site Specific Training
• Tool – Box Training
• OHS and Environmental Training
Through the use of quality inspection reporting and monitoring
of customer requests in ECRM, we can analyse any information
reported by staff and the customer on the state of the contract.
This information is analysed to highlight any issues and areas
of improvement in the cleaning, maintenance and management
of the contract by CMC staff.
From the General Manager through to the cleaner on site,
information is communicated at all levels through so that any
issues highlighted are rectified and that the level of service
desired by the customer is not only met but maintained.
We are committed to continuous improvement of our contracts
and ensuring we deliver a high standard of customer service
at all times. We use a variety of methods to gain end-user
feedback that will enable us to implement strategies that will
enhance and add value to the contract.
The methods employed are:
• Quality inspections and audit reports.
• CRM Reports – types of requests, nature of complaints etc.
• Feedback obtained at Executive Meetings from the customer.
• Customer surveys.
Our web-based ECRM system is designed to assist our partnership with our customers
so that we can manage all levels of cleaning and property services.
ECRM supports customers both directly and indirectly. Whether
a customer logs into ECRM to submit a request, or contacts
our National Customer Service Centre which in-turn records
their request, all interaction is recorded, monitored and ready
ECRM supports our customers who submit requests, our National Customer Service Centre
who record and manage requests and our operational staff who carry out the requests.
By balancing request priorities amongst the three user groups, ECRM ensures that requests
are completed on time, efficiently and effectively.
ECRM can automatically notify customers of request
completion, or for a more detailed summary, can periodically
compile and email complete PDF reports to customers.
In summary, ECRM creates a user-friendly solution by combining management,
communication and reporting.
This gives customers 24/7 access to work order information,
they are kept informed and have visual reassurance that their
requests are being processed effectively and efficiently.
Whether it be recording incoming requests or sending detailed
instructions to operational staff, our National Customer Service
Centre is supported by ECRM.
ECRM’s refined user interface ensures that recording incoming
requests or retrieving open request information is a simple as a
few clicks of the mouse.
Sending real-time requests, messages or instructions to staff in
remote areas is simple, easy and effective.
Monitoring these requests is also just as easy. ECRM allows
our National Customer Service Centre to monitor all open
requests 24/7, automatically sending escalation notifications to
management if time frames are not met.
National Customer Service Centre
When it comes to reporting, ECRM has extensive scheduled and
on-demand reporting facilities.
Operational staff receive real-time communication from
ECRM with instructions on request information. ECRM’s email
and sms support allow our National Customer Service Centre
to send information.
Operational staff can receive request information on their
mobile phone, tablet or laptop from any location. Using their
mobile phone, tablet or laptop, operations staff can also add
progress notes and close requests.
This information is instantly reflected in the request making
it visible to our customer portal and our National Customer
Service staff. This two-way communication between our
National Customer Service Centre and our operational staff
enhances real-time operations.
ECRM also has the capacity to record photographs and
documents from clients or operational staff. For instance,
we can record photographic evidence of a work site or request
showing before and after shots of a clean.
CMC Maintenance Services
Maintenance services at your fingertips
cleaning maintenance property services
CMC Maintenance Services offers
a large range of maintenance
services to government,
educational, commercial and
industrial facilities. We offer cost
effective, preventative and reactive
maintenance solutions to our
customers throughout Australia
and New Zealand. These services
can be delivered as an integrated
package or individually.
• 24/7 Emergency Response
Benefits of using CMC Maintenance
• ne centralised source of contact
for all your maintenance, repairs
and emergency works.
We believe that by offering our
customers holistic property related services, we can achieve a
better, more efficient partnership.
CMC Maintenance Services has
developed a network of contractors
nationally to help facilitate the
delivery of resources and services.
Our tradespeople are suitably
qualified and experienced
contractors with appropriate
licenses and registrations
to ensure compliance and
workmanship standards. We will
certify that work is complete and
complies with all relevant industry
regulations and standards. Our
tradespeople are linked to contract
specific service level agreements.
These service level agreements
are instrumental in maintaining
high standards of service and
• Carpet/Tile Repairs and
• Electrical Work
• Plumbing Work
• Floor Maintenance
• Glass Replacement/Repairs
• Graffiti Management
• Lock and Door Repairs
• Sign Repairs
• Test and tagging
• Grounds and Garden Maintenance
• e provide a responsive and
• e keep our scheduled dates
and times for service.
• ational Customer Service
Centre - available 24/7 and
centralizing delivery of a wide
range of maintenance services.
• uality Assurance and
Electronic Customer Relationship
Management System (ECRM).
Our ECRM system provides:
• Fire Systems
• entral scheduling of all work
• Work order tracking
• Lift Maintenance
• Repair history for all locations
Additional services we can provide:
• cheduling of preventative
• Washroom Hygiene
• Pest Control
• Waste Management
• Job and invoice tracking
• Inspection of works
• eporting and management
442-450 Auburn Road
Hawthorn VIC 3122
(entrance located on Woodburn Road)
Office 2, Suite 201
29-31 Solent Circuit
Baulkham Hills NSW 2153
Contact our National Customer Service Centre on
1300 889 210
Facsimile 03 9819 5050