Frequently Asked Questions

What does Grace Information & Records Management offer that is different to my current supplier?

Grace is the only information and records management provider that runs a twice-daily standard transport service in metropolitan areas. Our drivers are employed and salaried by Grace and are not commissioned by contracting courier services. This allows us to always provide an exceptional service to our clients.

I would prefer to deal with a local supplier. Do you have other branches?

We understand that you’d like to keep your records nearby, which is why Grace Information & Records Management has opened a facility that’s local to you. In fact, our local clients enjoy a double benefit: Not only do they have the convenience of local storage, they can also take advantage of the cost savings and best practices of a national company.

Our records are maintained by each department, which works for us. So why would we need to store and catalogue with you?

Each department may catalogue differently to the next, and the quality of cataloguing can vary from person to person. Having your files catalogued and stored off-site allows for data integrity and consistency, as we have experienced data entry personnel that data-capture your records the same way every time. This means that if you are ever audited, your records will show quality record keeping.

We have on-site storage and plenty of room. Why would we need your space when we have our own?

Legislation regarding record-keeping standards goes beyond the simple test of space. You need purpose-built racking, temperature control, fire protection and 24-hour security to completely ensure your records are being stored safely and appropriately.

I’m happy with the proposal, but I need a quote. Why won’t you supply a formal quote?

As the full extent of a project may vary as it gets underway, and there may be additional services required once your items have been received at Grace Information & Records Management, it’s important to use our estimate as a guide for the expected cost. Often, the estimate may turn out to be more than the actual cost, but we try to ensure our estimate is provided to the best of our knowledge of your requirements.

I have all my documents in generic off-the-shelf archive boxes. I don’t want to fork out a fortune just because your facility doesn’t accept them. What’s the difference? A box is a box, isn’t it?

Off-the-shelf archive boxes are not designed for archive warehouse conditions. They cannot withstand the weight of additional boxes and fail to maintain their strength when handled over the course of usual box activities. Grace boxes, however, have a 7-year life expectancy and are designed for archiving up to 16 kilograms. A Grace box doesn’t crease, bend or break like a generic standard archive box would. Our boxes have thicker handles to ensure OHS compliance for our drivers’ safety. In this respect, the off-the-shelf boxes are not on par with ours.

How do you catalogue my files when you don’t know the information I need from them?

Our data entry department is staffed by specialists who catalogue information for a variety of industries, including government, legal, medical and finance. Each market has different requirements and our data entry team is able to cope with these needs. Before you transfer to Grace Information & Records Management, we will evaluate the information-capturing process and provide processes for our data entry experts to follow. We can capture alpha, numeric and alphanumeric data for your electronic files and boxes, and we have the capacity to keep this description in our system.

How do I get my documents from my office to your warehouse?

To get started, you need some Grace barcodes so we can track your documents. Once each of your cartons has a Grace barcode on it, you simply place an order for a pick-up and we’ll do the rest.

How do I get my documents back when I need them?

It’s easy to place an order using our online ordering system, via fax or email. We’ll send you a confirmation work order number if you send your order via email. If you use our online ordering system you can track your order online at any time of the day.

How long does it take to get my documents back?

It depends on the delivery address and the location of the Grace site at which your documents are stored. In most CBD locations we offer a same-day service. In many regional locations the delivery time may be up to 24 hours. Please check with your local branch for its service response times. We also offer 2-hour urgent and 4-hour priority services at some locations for those retrievals that can’t wait.

I’ve been using another records management supplier. Do I need to repack all my boxes into Grace ones before placing them into storage?

No, not at all. This is not a requirement at Grace Information & Records Management; we accept other suppliers’ cartons as long as they meet the required OHS standards. There may be times when some cartons need to be repacked due to their poor condition; we will advise you in advance if this is required. Even when repacking is required, we retain the barcode previously used, so you don’t need to worry about updating your records with new barcode numbers.

Will I need to change my current numbering system for existing boxes and files?

Our system requires all cartons to have a Grace barcode (if you’re retrieving to a file level, your files will also require a Grace barcode). However, we can also use your current numbering system as an alternate code field, allowing you to ask for your documents back by either quoting the Grace barcode number or your own unique number. If you’re transferring to Grace from another supplier, we can retain the previous barcode number as the alternate code. This means you don’t need to learn all your Grace barcode numbers; you can carry on with your business as usual because our system is capable of managing more than one barcode numbering system.

Why should we convert paper documents into electronic images?

Your organisation stands to gain many benefits from document conversion, including faster retrieval of documents, simultaneous access to a single document, elimination of misfiled and misplaced paperwork, and reduced physical storage requirements. In addition to these benefits, you can incorporate converted images into your company’s web content. Document conversion may also give you a competitive advantage in your industry because you’ll be able to access information more quickly and therefore better service your clients.

What should I do to start converting documents?

Before you buy any hardware or software, we recommend that you conduct an internal survey and assessment of your current records and any workflow process where these records are accessed. Without putting in this initial effort, implementing an automated solution to an ill-defined process and set of records will simply automate the mess, and the potential benefits of an automated solution won’t be realised.

Should I tackle the internal assessment and survey myself?

If your organisation has qualified records managers, it’s certainly possible to assess the current state of your records and the business processes in which they are used. Otherwise, you should consider bringing in a consultant. This can be someone who specialises in records and technology solutions, or a document consultant sourced through a conversion service company.

What’s the advantage of using a conversion service company to provide consulting?

A conversion service company with the appropriate expertise is capable of assessing document characteristics and working with you to determines which, if any, of your records should be considered for conversion. In addition, they can map the documents through the business process and plan any conversion that needs to occur. Conversion companies that don’t provide hardware and software solutions can be more objective in helping you to establish the correct solution, and many typically partner with a variety of technology providers representing the industry’s best software.

Where should the conversion project take place?

Your choices may include on-site, off-site or a combination of both, depending on your physical space, business requirements and legal dictates.

What type of material (paper, forms, maps) will be imaged?

You need to consider the various sizes, colours and condition of the documents. These factors will affect the speed of conversion and the type of scanners and software required to capture the images. Some special considerations may be necessary for older, brittle documents, or documents considered confidential. Few organisations have records that are consistently the same type and quality. Therefore, more than one type of document scanner may be required to provide the best image quality. Conversion service companies operate with a variety of document scanners and capture software, thus supporting such variations in an organisation’s business records.

What type of indexing utility (OCR, ICR, barcode separator sheets, text separator sheets) will you use, and why?

Each of these options has pros and cons. Some methods are faster but less reliable. Others are necessary but slower. Back-file conversion dealing with large volumes of paper may require one set of indexing rules, while day-forward efforts may use a different solution.

How is your organisation going to track the documents and images throughout the process?

From the time the document or file leaves its ‘home location’ you must have a way to retrieve it instantly if necessary. A barcode scanning system is the most practical way to ensure converted and yet-to-be-converted documents and files are retrievable, regardless of location or status.

How are you going to plan for and incorporate multiple document types? Are indexes going to be handled differently for different types of documents? (For instance, if a loan document has a loan number but a correspondence file associated with the loan has no reference to the loan number, you still need to marry the two in an image file.)

Many predetermined conditions may affect what you can and can’t do during document conversion. The way documents have been assembled in folders may have a great impact on your approach to imaging. Unfortunately, file folder assembly techniques may not have been optimised for your imaging project. Are the documents generally in good condition, in good order and grouped together? Is paperwork filed in chronological order and well organised? Over time, the contents of files may have been duplicated, cross-referenced to other files, combined or interfiled with related folders. All of these conditions must be addressed before you start converting documents.

How will document conversion affect my business and workflow processes?

Document conversion projects deal with a real asset of the organisation: information. It’s critical that your employees are considered when the project is planned, and that procedures are established to ensure operations and workflow are not negatively affected.

Should we do a back-file conversion or just day-forward documents?

This decision depends on several factors. Generally, back-file conversion procedures will be quite different from day-forward procedures. Retention periods of documents and records must be examined. Older documents may be ready for destruction and scanning may be unnecessary. Obsolete documents should not be imaged. Day-forward imaging decisions should be based on current and future retrieval patterns. These should be reviewed to see how frequently the documents are accessed, why they are accessed, and how many users require them for viewing to complete their tasks.

How long will it take before the conversion project is completed?

This is a difficult question to answer. Many variables will determine what you consider fully functional. Conversions are much more labour-intensive than you might realise. Labour availability and training, system complexity and the sheer volume and complexity of the information being converted will greatly affect the time it takes to complete the project.

How will documents be staged, prepped, scanned and stored, and by whom?

The majority of expenses associated with imaging conversions are in employee labour. Labour-intensive activities may include document and file staging, organising the files, removing staples and paperclips, scanning the documents, performing quality control on the images, performing data entry for indexing if required, rebuilding the file, packing the files into boxes for storage, and storing or destroying the files. The activity of scanning the document is just a small aspect of the project.

What is the best imaging hardware and software to use?

Your choice of on-site or off-site conversion will greatly affect your purchasing decisions. We strongly recommended you design your project on paper before purchasing any equipment. Outsourcing the back-file conversion is an option to consider, as it will allow your organisation to experience the benefit of extremely high-speed conversion without the associated investment. This may also allow you to start day-forward, on-site scanning with more economical scanners. There are many image-capture software companies and a number of image-compression formats. It’s important to select a vendor whose products will serve your imaging needs.

What should we do with the documents after they’re scanned?

Often, this is a neglected issue in conversion projects. Assuming that all files should be destroyed may have litigious ramifications, but retaining the documents or images for too long may be unnecessary and costly. Storing the documents in an off-site storage centre may be a good solution; however, you must have a method to effectively locate, retrieve and destroy the documents in a timely manner. A records storage facility has the ability to locate and send key documents as they are needed, in a variety of delivery modes. These include scanning and sending the documents via email, delivering the original documents through a courier service, or faxing the documents. Through tracking and retention software they can remind you when record destruction dates occur and then provide document destruction and verification.

What is transit insurance and why is it important?

Transit insurance is a special type of insurance that protects against damage and loss during transit. Just as you need to protect your belongings from loss whilst they are in your home, you also need to protect them throughout the moving process. Whilst Grace will take the utmost care of your effects, there are circumstances outside of our control that may put your belongings at risk. For further information, please refer to our Product Disclosure Statement.

How long will my household goods take to arrive at my overseas destination?

The shipping time can vary according to your destination, your Grace consultant can advise you of an approximate timeframe. It is important to note that on arrival, your shipment will have to be cleared by customs before delivery to your new address.

What items cannot be taken when moving overseas?

Customs regulations vary according to each destination, so it is important to check with your Grace consultant as to the regulations of your new country. If there are any prohibited items amongst your goods, this may delay the clearance of your shipment and result in confiscation and heavy fines.

Is there specialist packing that can be used for our antiques?

Yes, Grace Fine Art specialises in the transportation of art and antiques throughout the Southern hemisphere, whether it is a sideboard or a prized art collection. Items requiring specialist care will be identified and a made to measure wooden crate will be used to protect the item during transit.

Do I have to be at the uplift and delivery?

An authorised representative needs to be at both the uplift and delivery of your belongings. At delivery it is especially important that this person can advise the Grace crew on the placement of furniture and cartons in the new home.

What will Grace Removals disassemble and reassemble during my relocation?

The Grace Removals crew will disassemble and reassemble beds for your relocation. The dismantling and reassembly of trampolines and swing sets is part of our normal service where dismantling is necessary, and such work is not affected by rusted bolts or the need for specialised tools.

What should I do if the volume of my shipment changes?

Please contact your Grace moving consultant and we will review the quote if necessary.

How should I pack my effects, if Grace Removals has not quoted to pack?

Grace is able to provide you with packing materials for your move. Alternatively you can use your own packing materials. You will require:

  • Clean sturdy cartons
  • Clean newspaper
  • Bubble wrap
  • Marking pens
  • Tape
  • Keep aside all important documents and items you will need immediately in your new home
  • Pack one room at a time, with similar items in each box
  • Wrap each item individually and place a layer of cushioning at the bottom of the box
  • Place heavier items at the bottom of the box
  • Label each box carefully with your name, the contents and the room it is to go into
  • Pack heavy items into small boxes, especially books

How long can I store my household effects for?

Grace can provide storage for any period of time from a week to an indefinite period of time.

What should I do with valuables such as jewellery and stamp collections?

These items are excluded from transit insurance cover and as such need to be transported by you to your destination.

Can I move my pot plants?

Yes, Grace Removals can move your pot plants throughout Australia. However, if you are moving interstate you need to check on the Quarantine regulations of your new state, as plants can be prohibited. Plants cannot be relocated overseas.

Can I move my pets?

Yes, Grace Removals can relocate your pets whether it be to a new city or new country. We understand the importance of your pet’s well-being in your move, for further information please refer to our Pet Relocation service.

Can I move my car / boat / trailer / caravan / motor bike?

Yes, Grace Removals can arrange the transportation of your vehicles to your new destination. For further information, please refer to our Vehicle Relocation service.

What items are you unable to move?

The following are considered to be dangerous goods and are not transportable by Grace Removals:

  • Cooking Oils
  • Cleaning Solvents
  • Aerosol Cans
  • Matches
  • Firelighters
  • Pesticides
  • Paint Thinners
  • Oil
  • Petrol
  • Kerosene
  • Methylated Spirits
  • Turpentine
  • Weed Killers
  • Photographic Chemicals
  • Swimming Pool Treatments

Can I move firearms?

Under Australian Law, Grace Removals is unable to transport firearms for domestic relocations. Please speak with one of our consultants for restrictions when moving firearms overseas.

What items cannot be moved locally or within Australia?

In addition to the dangerous goods listed above, it is prohibited to transport explosives, ammunition and toxic materials. Grace Removals will not transport jewellery, money, stamp collections and the like.

How long is my quotation valid for?

Grace Removals quotations are valid for 30 days from the date of issue and the work is to commence within 90 days from the date of acceptance.

How does this service work?

When you choose Grace Self Storage you not only get a reliable storage provider, but you experience the convenience of storage module delivery and pick up. Meaning there’s no need to hire a truck and transport your goods yourself. Once you’ve booked with Grace Self Storage:

  1. We bring our mobile Grace Self Storage module directly to your door and we can leave it there so that you can load your belongings in your own time or we can arrange to load it for you. Our Load4U service lets you sit back and relax while we do it all for you.
  2. Once you’re ready, we collect the storage module and take it to our warehouse in the Sydney area where we store it securely.
  3. When you would like your goods to be returned, please call and book a return delivery. We will redeliver the module and leave it for you to unload or we can provide our fantastic Load4U service to do it all for you.

How soon can I get the service?

We provide our service from Monday – Friday. We are closed on weekends and public holidays and there is limited service over the Christmas and New Year’s period.
We recommend you book in advance to avoid disappointment.

How can I pay for this service?

Under our payment terms we accept MasterCard, Visa, American Express and Debit Card.

Do you supply packing materials for storage?

Yes, we supply a range of packing materials to meet your needs, from mattress protectors to removal blankets, and of course boxes, packaging tape and wrapping paper. Visit our online box shop to see our full range of packing materials.

How much does storage cost?

The cost of your storage space will depend on two key factors:

  1. How much you need to store?
  2. How long you may need to store?

You can use our online self storage quote tool. All you have to do is decide whether you want to enter your items individually or get a storage quote based on the size of your home.

Alternatively we can arrange a visit from one of our consultants for a more accurate assessment. You will then be able to select a desired delivery date and proceed with your booking, which will be confirmed following a call from a member of our team.

When do I get charged for the storage service?

Storage costs will be charged on the day of delivery of your trailer. The next payment which will be deducted from your credit card will occur on the 1st of each month in advance.

Load4U service will be charged once the service has occurred. There is a minimum of 1 hour packing service with the Load4U team, and for any post removal service you will be charged for additional usage of the Load4U in half hour blocks.

Are my goods insured while in storage or in transit?

We offer an insurance policy at an additional cost which protects you against certain risks. For further information contact our Grace Self Storage customer service team.

How much parking space is required for the trailer?

The trailer is 4.4m long, 2.2m wide and 2.1m high. This approximately will take up two car spaces. It is recommended when booking to provide specific parking instructions for the driver when he arrives with the shell to your location.

What size modules do you have?

Our mobile self storage modules can be used independently or in combination to cater for a wide range of requirements.

We have three modular sizes to choose from, which are:

5 cubic metres This storage module is suitable for small furniture items or boxes. The dimensions are 2.4 m long 1.6 m wide and 1.2 m high.

10 cubic metres This storage module is suitable for the contents of a studio or one bedroom apartment. The dimensions are 2.4 m long 1.6 m wide and 2.3 m high.

20 cubic metres This storage module is suitable for the contents of a one or two bedroom apartment. The dimensions are 4.4 m long 2 m wide and 2 m high.

You can determine how many modules you need and what size by using our storage quote tool.

How long can I keep the module at my house?

That’s entirely up to you. Usually our customers find that one or two days is enough time to fully load their modules, but if you need more time then speak to one of our consultants when you book.

We can accommodate your loading time frame when you place an order, however, it’s important to ensure that you have the parking space available for your storage module between the delivery and the pick up dates.

Alternatively, if you’re taking advantage of our Load4U service, all you need to do is have your items packed when we arrive with the storage module.

Our dedicated team will then load your belongings ready to remove the module on the same day. Simple!

Can you help with removalists?

Absolutely. We offer a full packing and loading service managed by our experienced staff. Load4U is the perfect solution for those who don’t want to worry about moving boxes or carting furniture, particularly if you have bulky items that are difficult to handle. Before you sign up for the service, book a free home visit from a Grace team member who will be able to advise on the best storage solution for your belongings.

Do you sell boxes?

Yes, we have an online box shop where you can find a comprehensive range of packing materials to order as and when you need them. When you book a self storage module to be delivered from Grace Self Storage you will need to pack up your items ready for loading or we can assist with packing. Larger furniture such as sofas may be ok as they are, but smaller household items should be packed away in boxes. Whether you’re storing items for your business or looking to store excess household contents as you move home, travel or declutter, our shop provides all the packaging required, including mattress and furniture protectors.

Can I access my goods when in store?

Yes, you can. Simply make an appointment with one of our advisors to visit our Sydney storage facility and access your goods at no charge. Call 1300 287 593 if you want to book an appointment to access your storage module.

When are you open for access?

You can make an appointment to access your storage module during our warehouse operational hours which is between 7am – 4.30pm on weekdays (Monday-Friday). Simply call us between 7am – 5pm, (Monday to Friday) to make a booking.

What areas do you cover?

We cover all areas of metropolitan Sydney.

However, in many cases, we will gladly consider your self storage needs outside of metropolitan Sydney.

Please feel free to give us a call on 1300 287 593 to find out if we are able to service your specific location.

Can I pick up my own storage module?

We offer a delivery and pick up service, but you can also collect and return your 5 cubic meter and 10 cubic meter storage modules from our Homebush warehouse using a loan trailer.

However, you will require a suitable towing vehicle. If you would like to go ahead with this option, please call to speak with one of our consultants.

Is there specialist packing that can be used for our antiques?

Yes, Grace Fine Art specialises in the transportation of art and antiques throughout the Southern hemisphere, whether it is a sideboard or a prized art collection. Items requiring specialist care will be identified and a made to measure wooden crate will be used to protect the item during transit.