Response Services

Monitoring your fault, emergency and support hotlines 24/7: Day in, day out our response team is answering a range of calls from the public, emergency services, regulators, utilities, meter readers, and upstream workers attending to an equally impressive scope of scenarios from gas leaks, power and gas outages, asset alarms, crisis team mobilisations, employee welfare checks, water issues, and municipal enquiries. This is achieved by having a multidisciplinary team capable of managing diverse situations across the various industries our customers' operate within. We are working 24/7 in unfolding real-time situations requiring management and escalation processes in line with regulatory and customer requirements. Our team is our customers' team, a natural extension of your business with the capability to incorporate the customers systems and processes with our own streamlined response operation.

Faults and Emergencies: The NRC’s first responder call handling for faults and emergencies extends to both upstream and downstream emergency management across Australia. When mobilising services, we work with customers to ensure a comprehensive understanding of their business, and the scenarios we will be expected to respond to as well as the expectations around event and incident escalation. Utilising our own established systems and tried and tested response best practice processes, incorporating customer systems and process specifications as required. Comprehensive reporting on all activities is available to support best practice through our customer portal.

Dispatch and Scheduling: The initial reporting of an incident is just the beginning of the first response process. Timely action is next and often requires immediate mobilisation of field resources to keep the community, workers, assets and the environment safe. The NRC’s dispatch services involves real-time response to reported incidents engaging customer field teams around the clock to attend and respond to reported faults and emergencies. Dispatch services can be customised, and we can work to align to existing in-house processes to embed us as an extension of a customers' operation and maintain important industry, health, safety and environment standards and compliance.

Inbound community lines: Within the industries our customers' work there is often a community engagement framework established to receive community feedback and requests for information via an inbound community engagement hotline. These services support the questions and concerns community members may have connected to customer activities, land access and infrastructure assets. Often it is the community that identifies a safety risk or potential equipment fault or concern. The NRC receives these enquiries and provides guided information to callers or directs to the relevant customer resource or team for follow-up.

Incidents and emergencies often lead to businesses needing to activate their emergency response plans and mobilise the crisis or group emergency management teams in which responding to the incident can be time consuming and a distraction. Depending on time of day, mobilisations encounter issues with reaching team members, tracking calls and responses, and coordinating the group. The NRC offers a practical solution for both Crisis  Management Team (CMT) and Group Emergency Management Team (GEMT) mobilisations, relieving the customer of the initial mobilisation activation time which enables the customer to focus on the unfolding incident.

The NRC can mobilise teams with a manual call-out process or has the capability to automate mobilisations via an auto-dialler that can be configured to include warning SMS notifications, contact re-attempts, and cascading to secondary contacts with a comprehensive report available upon completion recording all contact attempts and responses. The auto-dialler plays a scripted message detailing meeting information, and requests a dialled recipient to indicate their ability to attend via a selection on their phone, cascading to alternates for no response or non-attendance responses.

The advantage of the NRC automated solution is generally an efficient mobilisation of the team saving crucial time noting that the end-to-end process is managed by the NRC.

Our services cover assets across a range of industries including renewable generation, water and gas infrastructure. Businesses make significant investment in technology and assets which from time to time can go off-line or have SCADA or other telemetry and system alarms triggered to notify of impacting faults or issues. Monitoring these assets is a critical 24/7 requirement for customers whereby the NRC can support first response actions for various alarms and triggered events across pipelines, networks, treatment plants, renewable solar and wind farms or other essential infrastructure. 

Remote monitoring of unmanned sites can be directed to the NRC to perform basic initial checks before escalating to technical resources, potentially resolving without the need to escalate or mobilise a resource unless necessary. This can positively assist fatigue management after-hours as well reduce on-call costs.