AS/NZS 4421:2011

AS/NZS 4421:2011

Australian/New Zealand Standard™

Guard and patrol security services

AS/NZS 4421:2011
This Joint Australian/New Zealand Standard was prepared by Joint Technical
Committee EL-031, Intruder Alarm Equipment and Installations. It was approved
on behalf of the Council of Standards Australia on 21 September 2011 and on
behalf of the Council of Standards New Zealand on 19 September 2011.
This Standard was published on 18 October 2011.

The following are represented on Committee EL-031:

Australian Industry Group

Australian Security Industry Association Limited
Engineers Australia
Insurance Council of Australia Limited
Insurance Council of New Zealand
New Zealand Security Association
NSW Police
Security Providers Association of Australia Limited
Victoria Police
Victorian Security Institute

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This Standard was issued in draft form for comment as DR 10025.

 AS/NZS 4421:2011

Australian/New Zealand Standard™

Guard and patrol security services

First published as AS 4421—1996.

Jointly revised and designated AS/NZS 4421:2011.

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© Standards Australia Limited/Standards New Zealand
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(Australia) or the Copyright Act 1994 (New Zealand).
Jointly published by SAI Global Limited under licence from Standards Australia Limited,
GPO Box 476, Sydney, NSW 2001 and by Standards New Zealand, Private Bag 2439,
Wellington 6140.

ISBN 978 0 7337 9946 4

AS/NZS 4421:2011 2

PREFACE
This Standard was prepared by the Joint Standards Australia/Standards New Zealand
Committee EL-031, Intruder Alarm Equipment and Installations, to supersede AS 4421—
1996, Guards and Patrols.
This Standard acknowledges achievements made by the security industry since the
publication of the previous Standard and reflects the growing complexity of the industry as
well as the more demanding nature of the role of security officer.
It has been revised at the request of providers of protective security services to better reflect
the way the industry now operates. This Standard specifies the perceived minimum
requirements that are attainable by all security companies, regardless of size, and that are
necessary to provide a professional and competent service to clients.
This Standard is intended to contribute to the delivery of compliant guard and patrol
security services.
This Standard may be of use to organizations that have in-house (proprietary) security
officers as a guidance document or to benchmark their services to comparable providers in
the security industry.
The terms normative and informative have been used in this Standard to define the
application of the appendix to which they apply. A normative appendix is an integral part
of a Standard, whereas an informative appendix is only for information and guidance.
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CONTENTS

Page

SECTION 1 SCOPE AND GENERAL

1.1 SCOPE ......................................................................................................................... 4
1.2 REFERENCED DOCUMENTS ................................................................................... 4
1.3 DEFINITIONS............................................................................................................. 4

SECTION 2 GOVERNANCE
2.1 GENERAL ................................................................................................................... 7
2.2 FINANCES .................................................................................................................. 7
2.3 INSURANCE............................................................................................................... 7
2.4 PREMISES .................................................................................................................. 7
2.5 SALE OF SERVICES .................................................................................................. 7
2.6 SITE REVIEW ............................................................................................................ 8
2.7 CONTRACTED WORK .............................................................................................. 8
2.8 STANDARD OPERATING PROCEDURE ................................................................. 9
2.9 ORGANIZATION INFORMATION ........................................................................... 9
2.10 CONTRACT .............................................................................................................. 10
2.11 QUALITY MANAGEMENT..................................................................................... 11

SECTION 3 TERMS OF EMPLOYMENT

3.1 SELECTING AND VETTING .................................................................................. 12
3.2 TERMS OF EMPLOYMENT .................................................................................... 12
3.3 SECURITY LICENCE .............................................................................................. 14
3.4 IDENTIFICATION .................................................................................................... 14
3.5 UNIFORM, DRESS AND BEARING ....................................................................... 14
3.6 EQUIPMENT ............................................................................................................ 14
3.7 TRAINING ................................................................................................................ 14

SECTION 4 OPERATIONS
4.1 GENERAL ................................................................................................................. 16
4.2 OPERATIONS ROOM .............................................................................................. 16
4.3 OPERATIONS ROOM FUNCTIONS ....................................................................... 17
4.4 COMMUNICATION ................................................................................................. 18
4.5 RECORDS ................................................................................................................. 18
4.6 OPERATIONS ROOM STAFFING .......................................................................... 18
4.7 KEYHOLDING SERVICE ........................................................................................ 19
4.8 MOBILE PATROLS .................................................................................................. 19
4.9 ALARM RESPONSE ................................................................................................ 20
4.10 FIREARMS ............................................................................................................... 20
4.11 VEHICLES AND DRIVERS ..................................................................................... 21

APPENDICES
A CUSTODIAL AND ESCORT OFFICERS ................................................................ 22
B ALARM RESPONSE TIMES .................................................................................... 23
C VEHICLE EQUIPMENT ........................................................................................... 26
D RELEVANT STANDARDS ...................................................................................... 27
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STANDARDS AUSTRALIA/STANDARDS NEW ZEALAND

Australian/New Zealand Standard

Guard and patrol security services

S E C T I O N 1 S C O P E A N D G E N E R A L

1.1 SCOPE
This Standard specifies the minimum requirements for the operation and management of an
organization providing protective security services. Appendix A specifies the requirements
for custodial and escort officers.
NOTE: The term organization is defined in Clause 1.3.
This Standard does not cover the full function, responsibilities or scope of Cash In Transit
(CIT) operations. For this refer to current legislation and codes of practice.

1.2 REFERENCED DOCUMENTS

The following documents are referred to in this Standard:
AS
2201 Intruder alarm systems
2201.2 Part 2: Monitoring centres
AS/NZS
2201 Intruder alarm systems
2201.1 Part 1: Client’s premises—Design, installation, commissioning and maintenance
2201.5 Part 5: Alarm transmission systems
3749 Intruder alarm systems—Road vehicles
3749.1 Part 1: Performance requirements
AS/NZS ISO
9000 Quality management systems—Fundamentals and vocabulary
9001 Quality management systems—Requirements
9004 Managing for the sustained success of an organization—A quality management
approach
NOTE: A number of additional publications which are considered useful sources of information
are listed in Appendix D.

1.3 DEFINITIONS
For the purpose of this Standard, the definitions given in AS/NZS 2201.1 and those below
apply.
1.3.1 Assignment instructions
Operational document detailing the specific duties to be performed under the contract.
1.3.2 Check call
Routine communication made to verify the location and status of a security officer on
assignment.

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1.3.3 Client
Individual or legal entity, retaining a static or mobile security service to carry out agreed
services, responsible for remunerating the security organization in accordance with an
agreed contract.
1.3.4 Competent person
A person who has acquired, in the opinion of a reasonable employer in that industry, the
knowledge and skills enabling that person to correctly perform a specified task and achieve
consistent and accurate results through training, qualification or experience, or a
combination of these in line with competency-based standards endorsed by the industry.
1.3.5 Control room
Generally a facility within a specific site, such as an office building or large business
complex, where the day-to-day operations are monitored by closed circuit television,
internal alarm systems and security devices that are site specific. A control room is on or
adjacent to the site of the security risk situation that Security Officers may be required to
respond to. An organization may monitor more than one site in their control room.
1.3.6 Dedicated service
A service assigned to one customer.
1.3.7 Guarding
The provision of trained personnel to a defined location for a determined period for the
protection of people and assets.
1.3.8 Independent contractor or subcontractor
Arrangements between principal contractors and subcontractors are governed by the
principles of commercial and contract law. A subcontractor or independent contractor is an
individual, partnership or corporation that enters into a commercial arrangement with a
principal or prime contractor to perform part or all of the obligations of the other’s contract.
These contractors run their own businesses, and control when, where, how and who will
undertake the work.
1.3.9 Keyholding
A service whereby a static or mobile security service holds keys (which may include
electronic access, access control cards and the like) to a client’s premises or equipment and
responds in the event of an emergency call or as agreed with the client.
1.3.10 May
Indicates the existence of an option.
1.3.11 Mobile patrol
A mobile security service patrolling within a specified geographic area at random, within
predetermined times.
1.3.12 Monitoring centre
A monitoring centre is a secure and isolated facility that monitors alarm information
transmitted from external locations. Refer to AS 2201.2.
NOTE: In contrast to a control room, a monitoring centre is typically remote from the security
risk, and monitoring centre operators do not personally attend the site of alarm activations or
other monitored events.
1.3.13 Operations room
A communication centre that monitors mobile patrols and/or static security officers and that
may provide a keyholding service.

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1.3.14 Operator
Person designated to operate and control the operations room.
1.3.15 Operator inactivity monitor
A remote communications system that, if not operated within a determined period of time
by a security officer, indicates a possible problem with that officer. Otherwise known as a
‘dead-man alarm’.
1.3.16 Organization
A legal entity providing protective security services.
1.3.17 Patrols despatch room
Despatch including patrol response to alarms and other events as a result of information
received from a monitoring centre, control room, or at the direct request of a client.
1.3.18 Predetermined response instructions
An agreed set of instructions by nominated stakeholders i.e. client patrols provider.
1.3.19 Security officer
A person employed by a security organization to carry out static or mobile guarding duties.
Security officers who carry out mobile guarding duties are also known as patrol officers.
1.3.20 Service agreement
A document detailing specific duties to be performed under the agreement between the
customer and the service provider.
1.3.21 Shall
Indicates that a statement is mandatory.
1.3.22 Shared service
A service assigned to multiple customers.
1.3.23 Should
Indicates a recommendation.
1.3.24 Specification
A specification is an explicit set of requirements to be satisfied by a material, product or
service.
1.3.25 Standard operating procedure
Documentation detailing the methodology to perform specific duties by the security officer.
1.3.26 Static or mobile security service
Organization providing contracted services for the guarding of premises or property,
including cash-in-transit, alarm response and escort services for valuables.

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S E C T I O N 2 G O V E R N A N C E

2.1 GENERAL
The organization shall possess a definitive management structure showing control and
accountability at each level of operation.
Where there is conflict between the requirements of this Standard and legal requirements,
the legal requirements take precedence.
NOTES:
1 Such legislation may include relevant occupational health and safety, trade practices,
whistleblower, child protection, and privacy legislation, where applicable.
2 Licensing requirements are regulated. See local industry associations or the licensing
authority for guidance.

2.2 FINANCES
Licensing authorities require the guard/patrol service provider to have sufficient working
capital to meet operational needs. Fixed capital should be sufficient to meet anticipated
current and planned needs. Loans from directors or shareholders should be loan capital,
subordinated to all other creditors.

2.3 INSURANCE
Where licensing authorities do not already require the organization to possess particular
insurances, public liability, contractual and efficacy insurance cover should be possessed at
a level commensurate with the nature of the business undertaken and number of persons
employed.
Confirmation and limits of cover should be available for special risks of the industry, e.g.
loss of keys, wrongful arrest and products liability.
The organization shall make available for inspection current policies, certificates of
currency or both when requested by the client.
NOTE: Where the organization provides security consultancy services, professional indemnity
insurance should be considered.

2.4 PREMISES
The organization shall have an administrative office where records, together with all
professional and business documents, certificates, correspondence and files necessary to the
proper conduct of business transactions, shall be kept.

2.5 SALE OF SERVICES

When making calls to potential clients in order to promote the sale of security services,
callers shall identify themselves and their organization and tender identification if calling
personally. No caller shall play on a fear of intruders or give misleading information.
NOTE: Anyone selling guarding or mobile patrol services should advise the client whether the
service provided will be a shared service.

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2.6 SITE REVIEW

2.6.1 Client’s security needs
Unless declined by the client prior to the commencement of the contract, a site inspection of
the client’s premises shall be conducted by a competent person who will advise the client of
the identified safety needs and will provide practical and reasonable proposals for
protection.
An additional, more comprehensive security risk assessment may be carried out at the
client’s request. This shall be provided only by a competent security consultant.
Employers of security services shall ensure a current and relevant safe work methods
statement (or similar) is in place for each site as part of the organization’s occupational
health and safety commitment.
Where the organization offers security advice to a client in addition to the supply of a static
or mobile security service, information shall be provided on those persons employed to
dispense such advice indicating clearly their relevant qualifications, licensing and
experience.
NOTES:
1 A security survey and physical security advice are regarded as additional to the provision of
security officers, which may be purely to meet the requirements of the client’s own
specification and, where provided, should be the subject of additional insurance provisions in
respect of professional negligence.
2 Further guidance is given in HB 167.
2.6.2 Site risks
Where site risks are identified, records shall be kept and communicated to security officers
at the time of despatch or deployed to sites.
Risks and threats that are specific to the security role shall be addressed, e.g. those relating
to violence or armed intrusion.

2.7 CONTRACTED WORK

2.7.1 General
A clearly written contract or agreement between the organization and its client should be
provided by the organization and signed by both parties except for casual or emergency
work. Where a client does not want to enter into a formal contract, supporting
documentation/communication should be evidence of the arrangement including sufficient
details of the service to be provided. The contract or agreement shall give the terms and
conditions under which work is to be undertaken and shall indicate the insured liabilities of
the organization that should not be unlimited.
NOTE: The contract may not be for a specified period but may be in the form of a temporary
works order.
The contract or agreement should normally be agreed and exchanged prior to the
commencement of work for a client, or in cases of immediate urgency, as soon as
practicable thereafter.
The organization shall not enter into any commitment assuming the powers and authority of
the civil police or other authorities.
Records concerning contracts leading to the provision of services or equipment shall be
maintained with full details of the service or equipment provided, together with information
related to any person employed on the contract or agreement.

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The confidentiality of information received while tendering for or carrying out any contract
or agreement to supply a service or equipment shall be ensured. This applies not only at the
time but also subsequently and agreements entered into later shall not override this
obligation.
2.7.2 Subcontracting
Independent contracting is a form of work arrangement that is primarily commercial and
shall be conducted in accordance with relevant workplace relations legislation.
All subcontractors shall be engaged under a clear contract of engagement.
The principal contractor shall seek and be given a written assurance by the subcontractor
that any employee of the subcontractor is appropriately trained, licensed and competent to
carry out the work.
The principal contractor shall advise the client that the work may be subcontracted.

2.8 STANDARD OPERATING PROCEDURE

For work where a contract or agreement has been formulated in accordance with Clause 2.7,
the organization shall formulate assignment instructions that encompass full standard
operating procedures for the effective security of the site, including emergency procedures,
lines of communication and accountability. The assignment instructions shall be agreed and
endorsed by the client, who should also agree to a date on which these instructions should
be reviewed. Any alteration to the instructions resulting in changes of staff or operational
requirements shall be endorsed by the organization and the client as agreed between parties.
The assignment instructions shall be readily available to all relevant personnel and should
be available in the organization’s operations room.
The contract or agreement should normally include an agreed format for providing regular
client reports on security incidents as soon as is practicable after an event.
Security staff, including subcontractors and their employees, shall be familiar with these
instructions and with operational practices.
Service agreements for mobile patrols and other services shall outline the required duties as
defined by the client and a record shall be kept by the organization.

2.9 ORGANIZATION INFORMATION

Before offering a contract or agreement, as detailed in Clause 2.7, for the provision of a
static or mobile security service, the organization shall provide the potential client with the
following basic information, which may be presented in the form of a printed brochure:
(a) Name of the organization and the address(es) and telephone number(s) of its office(s)
and operations room(s).
(b) Name(s) of the principal(s) of the organization and of the person(s) to contact for
further information.
(c) Membership of trade association(s) and claims of compliance with relevant industry
standards.
(d) Date of establishment of the organization and of previous and subsidiary companies,
with their registered names.
(e) Uniform and equipment supplied to security officers and the identifying insignia used
upon these.
(f) Means of communication between personnel while they are on duty.
(g) Type and extent of relevant insurance cover.

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2.10 CONTRACT
2.10.1 General
Following acceptance of the offer to provide a static or mobile security service, and if the
client wants to enter into a contract, the contract shall be prepared based upon the
agreements resulting from the survey (see Clause 2.6) or upon the client’s instructions, as
agreed between parties. The contract should include the following provisions:
(a) Total costing for the service to be provided and the arrangements for payment.
(b) Organization’s obligations to the client, with references to any specialist advice
provided (survey), contracted duties (assignment instructions) and compliance with
industry standards.
(c) Specific insurance coverage related to the contract duties.
(d) Agreement on conditions for the use of subcontractors.
(e) Period of the contract and requirements for its termination with specific reference to
any exclusions, penalty clauses or other restrictions.
(f) The level of response to be provided and the means for reporting and exchanging
necessary operational information.
(g) Contingency planning.
NOTES:
1 This list is not exhaustive and other reasonable provisions may be written into a contract, as
agreed between parties.
2 The costing may include specific information on the gross pay of guarding personnel.
The agreed contract shall be signed by an authorized representative of the organization and
the client and a copy retained by each.
2.10.2 Assignment instructions
As a part of the contract documents, assignment instructions for all relevant duties
associated with the guarding operation(s) shall be drawn up for agreement with the client
within a reasonable time. The following details shall be included in the assignment
instructions:
(a) The location and details of site(s) or valuables to be protected, with name(s) of
relevant contacts provided by the client and the agreed means of access.
(b) The location of, and relevant operator(s) at, the organization’s operations room.
(c) The number of personnel involved in the assignment and their responsibilities with
particular respect to the following:
(i) Patrol routes and routine reporting points and times.
(ii) Working hours and handover requirements.
(iii) Emergency procedures.
(iv) Communication procedures.
(v) Specifically requested services.
(vi) Access control and searching procedures.
(vii) Client’s facilities, vehicles or equipment.
(d) The accountability for, and any restrictions concerning, individual actions.

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2.11 QUALITY MANAGEMENT

The organization should implement a quality management system. Guidance for
implementing a quality management system is given in the AS/NZS ISO 9000 family of
Standards.

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S E C T I O N 3 T E R M S O F E M P L O Y M E NT

3.1 SELECTING AND VETTING

The organization shall carry out full pre-employment enquiries to ensure only suitably
qualified people are recruited.
A personal interview shall be conducted to assess the following:
(a) Physical and mental aptitude.
(b) Language ability, in respect of reading, writing and verbal communication in plain
English.
(c) Personal documentation (e.g. birth certificate, driving licence, passport, service
records).
(d) Tax file number.
(e) Security licence.
Selected personnel should undertake a pre-employment medical examination to assess their
suitability to perform the designated work.
The organization shall employ only persons of good character and integrity. Where
employment is on an occasional or part-time basis, pre-employment checks should be
thorough, comprehensive and of no lesser standard than the procedures adopted in respect
of full-time employees.
A person who is subject to work permit controls shall be required to produce, at the
personal interview, a valid, current work permit and a record of this should be entered in
that person’s file.

3.2 TERMS OF EMPLOYMENT

All employees shall receive a clear, concise and unambiguous contract of employment
giving conditions of service, which shall include the following information:
(a) Job title.
(b) Roles and responsibilities.
(c) Effective start date.
(d) Name of industrial instrument or award covering the employment relationship.
(e) Probationary period.
(f) Equal opportunity statement.
(g) Pay and allowances.
(h) Hours and days of work.
(i) Holiday entitlement and eligibility.
(j) Sick pay (conditions of payment) and superannuation entitlement.
(k) Annual leave entitlement and eligibility.
(l) Personal and carer’s leave (conditions of payment).
(m) Workplace injury procedures.
(n) The location of the employing organization’s office.

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(o) Equipment to be supplied.

(p) Disciplinary and appeals procedures.
(q) Terms of notice and termination.
An employee’s hours of work and remuneration shall be based on the terms of agreement
and the industry’s award/enterprise agreement and shall be in accordance with occupational
health and safety legislation.
Employees shall maintain proper standards of appearance and deportment whilst at work.
Employees shall be instructed that committing or condoning any one of the following acts
may be regarded as a breach of their terms and conditions of employment:
(i) Neglect or omit, without due and sufficient cause, to complete a required task at work
promptly and diligently.
(ii) Act in any way that would jeopardize the safety of themselves or others.
(iii) Leave a place of work without due permission or sufficient cause.
(iv) Knowingly make or sign any false verbal or written statement of whatever
description.
(v) Destroy, mutilate, alter or erase any document or record without proper authorization.
(vi) Divulge any matter that is confidential to the employer or its clients, either past or
present, without authority.
(vii) Remove, save or transmit information or data including CCTV surveillance images
without authority.
(viii) Corruptly solicit or receive any gratuity or other consideration from any person or fail
to account for keys, money or property received in connection with the employer’s
business.
(ix) Be uncivil to persons encountered in the course of work or make unnecessary use of
authority in connection with the discharge of the employer’s/client’s business.
(x) Act in a manner likely to bring discredit upon the employer, a client or fellow
employee.
(xi) Wear the employer’s uniform or use the employer’s equipment or identification
without authority.
(xii) Fail to comply with the organization’s drug and alcohol policy.
(xiii) Fail to notify the employer forthwith of any conviction, suspension or other offence
that has or may lead to the cancellation or suspension of any licence necessary for the
employee to carry out their duties.
(xiv) Allow any unauthorized person access to a client’s premises.
(xv) Carry any equipment not issued as part of their duties and without the organization’s
authority or make use of a client’s equipment or facilities without proper authority.
NOTE: This list is not exhaustive and does not include those aspects that would, in any case,
constitute criminal offences.
Employees should sign for all equipment issued and undertake to return this on termination
of employment.

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3.3 SECURITY LICENCE

The organization shall establish a system to ensure all employees have a current and
relevant security licence. The licence shall be regularly inspected by the organization’s
supervisory personnel.

3.4 IDENTIFICATION
Security officers shall carry their security licences at all times whilst on duty. If an
employer issues a photographic identity card it should confirm the position of the security
officer within the organization.
Where issued, each identity card shall provide the following information:
(a) Organization’s name.
(b) Employee’s name, photograph, signature and employee number.
(c) Expiry date, not more than three years ahead.
The employee’s photograph shall be on the front of the card and shall be displayed where
required by legislation. Other information may be on the back of the card.
The organization shall withdraw and renew the identity card of each employee at a
maximum of three yearly intervals. There shall be formal arrangements for the withdrawal
of the identification card from an employee when leaving the organization’s employ.

3.5 UNIFORM, DRESS AND BEARING

3.5.1 Uniform
Unless otherwise requested by the client, any uniform provided to an employee shall—
(a) comply with legislation;
(b) ensure insignia is clearly visible when worn in a normal working environment; and
(c) comply with the policy of the regulators.
3.5.2 Presentation, dress and bearing
All employees shall be clean, tidy and properly dressed whilst on duty. They shall conduct
their duties in a manner that will not damage the image of the organization.

3.6 EQUIPMENT
Equipment used in connection with an undertaking or supplied to a client shall conform to
recognized standards, be in working order and be regularly maintained.

3.7 TRAINING
3.7.1 General
The organization shall have a clearly defined training policy covering the items identified in
Clauses 3.6.2 to 3.6.8.
3.7.2 Induction training
Induction training shall be provided for all personnel engaged for security duties, whether
full or part-time (seasonal and casual categories included) and shall be given prior to their
first operational duties.

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Such training shall comply with and provide for the necessary state legislation. It shall be
carried out by a competent person in an environment conducive to effective learning,
covering relevant aspects of the following basic subjects:
(a) Standing orders.
(b) Site orders.
(c) Administrative procedures.
(d) Communications, including report writing.
(e) Field communication, including whether it is secure.
(f) Public relations.
(g) Customer relations.
(h) First response fire safety.
(i) Occupational safety.
(j) Legal rights and jurisdiction.
(k) Relevant client policies including, for example, responsible email and internet usage,
sexual harassment, environmental protection and workplace surveillance.
3.7.3 Site training
For work where a contract or agreement has been formulated in accordance with Clause 2.7,
and which involves a new employee going to a first assignment or existing employees
transferring between assignments, training shall be given by suitably qualified or
experienced staff so that the required duties can be carried out.
3.7.4 Specialist training
Facilities shall exist to ensure employees required to carry out duties of a specialist nature
are trained to a proficient standard by suitability qualified and experienced staff (for
example, an employee shall be trained to the required first aid Standard if expected to carry
out first aid duties), and shall be appropriately trained for the use of any specialized
equipment.
3.7.5 Refresher training
A system shall be established by which the effectiveness of all existing staff can be
monitored, their performance assessed and, where necessary, refresher or remedial training
carried out by suitably qualified staff as soon as practicable.
3.7.6 Employee development training
To enhance the personal effectiveness of employees and the effectiveness of the
organization, employees should be encouraged to achieve recognized formal qualifications
in security and related disciplines under the competency-based standards endorsed by the
industry.
3.7.7 Training records
The organization shall maintain a record of all job-related training that each employee
undergoes while in its employ.
3.7.8 Training responsibilities
The organization shall be responsible for ensuring all employees have successfully
completed required security industry training and for maintaining the standard of its
employees.

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S E C T I O N 4 O P E R A T I O N S

4.1 GENERAL
All operational staff shall be made aware in writing of the identity of the senior member of
staff to whom they report and the method of reporting incidents.
Comprehensive operations room instructions outlining the action to be taken on receipt of
verbal incident reports shall be provided. When an incident is reported, it shall be recorded
in accordance with operations room procedures. The record shall include the following:
(a) Date, time and place of the incident.
(b) Date and time of reporting and by whom.
(c) Nature of the incident.
(d) Action taken, including onward reporting.
(e) Action to be taken.
(f) Names and addresses of all relevant persons present.
There shall be clearly defined procedures for management and follow-up of incidents,
including the response of and support to staff in the event of an incident. There shall be an
organizational policy for client liaison visits.
Where applicable, security patrols and static assignments should be monitored, for example,
by mechanical or electronic clocking systems or supervisory visits to each assignment, and
a record of the results of such monitoring made available for inspection by the client in
accordance with the contract requirements of Clause 2.7.

4.2 OPERATIONS ROOM

4.2.1 General
An operations room shall provide the following:
(a) Assistance or advice for guarding, mobile patrol and mobile supervisory staff in
routine and emergency situations.
(b) The effective monitoring of security officers and mobile supervisory staff by strict
observance of properly documented and established routine telephone, radio or other
communications procedures. Routine welfare checks of officers on duty shall be made
at a maximum of two-hourly intervals.
(c) A record, in accordance with Clause 4.5, of all routine and emergency matters to
enable management to deal quickly and efficiently with the organization’s contractual
responsibilities.
An operations room may also provide a keyholding service.
The operations room may be a service under a written contractual agreement. In such a
circumstance, the operations room shall comply with the requirements of this Standard.
Where the operations room and response form part of the organization, operations room
information shall be audited.
There shall be an operations room manual covering all contingencies for the guidance of
operators. The manual shall contain instructions for operators to enable them to deal
effectively with emergencies. It shall clearly indicate the stage at which any incident
requires the operator to pass on information to a more senior person. A copy of the manual
shall be readily available within the operations room at all times.
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4.2.2 Location
4.2.2.1 General
Depending on the level of security required, an operations room shall be a secure room (see
Clause 4.2.2.2) or one that is located within a certified monitoring centre as defined in
AS 2201.2.
4.2.2.2 Secure room
The interior of the secure room shall not be visible from outside the operations room shell
except—
(a) during emergency situations;
(b) by electronic means provided the transmitting device is controlled from within the
room; or
(c) through permanently sealed glass provided the glass is—
(i) fitted with reflective finish for daylight conditions; and
(ii) fitted with internal blinds for night conditions.
The entrance to the room shall consist of a lockable outer door that does not open onto a
public thoroughfare.
Within the building housing the room, the room amenities shall include access to a toilet, a
hand basin and a meal preparation area that includes a sink.
The operations room, including any external power source housings, shall have an intruder
alarm system(s) that detects unauthorized entry into the building or the section of building
occupied by the operations room. The warning device shall be located in the operations
room. The alarm system shall be armed whenever the area is unoccupied and shall comply
with AS/NZS 2201.1.

4.3 OPERATIONS ROOM FUNCTIONS

Access to the operations room shall be restricted to authorized employees or other
authorized persons.
In order for the operations room to function effectively, staff shall have immediate access to
the following information and aids:
(a) A list of all guarding, mobile patrol, keyholding and telecontact assignments, with
details of hours of cover, number of security officers, number of contracted visits and
telephone numbers.
(b) A means for displaying the names of security officers working at each assignment
during the current shift, either by means of wall boards, record sheets, monitor or
computer terminal.
(c) A nominal roll of all operational staff, including supervisors and management.
(d) A record of the home addresses and telephone numbers of all operational staff.
(e) Copies of all assignment instructions.
(f) The emergency contact records for all client companies.
(g) A list of telephone numbers of all police stations within the operations room’s
operational area.
(h) A list of useful telephone numbers, e.g. water company, electricity company and
boarding-up services.

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(i) The organization’s rules for controllers, security officers, patrol officers and
supervisors.
(j) Emergency procedures and contingency plans for use in such events as fire, flood or
bomb threat.
In order to use this information effectively, operations room staff shall possess a sound
knowledge of the relevant operations and have a clear understanding of the priorities for all
routine and emergency matters, both in general and in regard to specific instructions for
clients.
The operations room manual (see Clause 4.2.1) shall include all of the operating and
electronic information and incident procedures required for operations room activities. The
information shall be available at all times to on-duty operational staff.

4.4 COMMUNICATION
4.4.1 Telephone systems
Operations rooms shall have two different telecommunications systems capable of voice
communications. For fail-safe purposes one of these shall be a wired system, e.g. static
telephone, and the other wireless, e.g. mobile telephone.
4.4.2 Remote monitored alarm systems
Operations rooms shall have an alarm system that is monitored by a monitoring centre of
Class 3C or higher, as defined in AS 2201.2. This alarm system shall be monitored for—
(a) alarm panel tamper;
(b) panic, hold-up or duress; and
(c) operator inactivity.
4.4.3 Remote site link integrity
The operations room alarm system shall utilize an alarm transmission system classified as
C3R3 or higher, according to AS/NZS 2201.5.
4.4.4 Operator inactivity monitor
An operator inactivity monitoring system shall function continuously in all operations
rooms. The system shall automatically annunciate an alarm in the absence of any operator
activity in any two hour period within an operations room. If this alarm is not cancelled
within 30 seconds, an alarm signal shall be transmitted via the remote monitored alarm.
NOTE: Operator activity may consist of keyboard activation, personnel movement or other
appropriate movement.

4.5 RECORDS
Operations rooms shall comply with the minimum records requirements of AS 2201.2.
NOTE: Records may be maintained either in a handwritten logbook or electronically.

4.6 OPERATIONS ROOM STAFFING

Staffing of the operations room shall be consistent with the anticipated workload, the nature
of the work, related security risks and the security of the entrance to the operations room,
but at least one person shall be on duty at all times. The selection process for operations
room staff shall take into account the nature of the work to be done.
Training and instruction of operations room staff shall include the following:
(a) Introduction to the operations room.

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(b) Detailed explanation of duties.

(c) Radio/telephone procedure.
(d) Documentation and recording procedures.
(e) Emergency procedures.
(f) Location and use of operations room records.
(g) Explanation of security officers rosters.
(h) Explanation of operators rosters.

4.7 KEYHOLDING SERVICE

Keys provided by a client for the performance of a keyholding service shall be the subject
of a receipt detailing the date, time and the name of the person receiving the keys together
with a description of the keys provided. The receipt shall be signed by the person receiving
the keys on behalf of the organization and one copy of the receipt shall be given to the
client.
All keys shall be kept secure and not be subjected to unauthorized access.
The keys shall be coded so as not to indicate directly the name and address of the premises
to which they refer.
Keys fixed to a carrying device shall not leave the personal possession of the operating
patrol officer during the period of duty.
When carried in a vehicle, the keys shall be kept within a secure container when not in use.
The vehicle shall be locked when unoccupied. It should be fitted with an alarm system that
complies with AS 3749.1.
It shall be a condition of any contract for a keyholder service or a mobile patrol service that
keys will be surrendered to an authorized representative of the client upon receipt of a
request in writing within an agreed period of time.
Upon completion of the contract or agreement, keys shall either be returned to the client on
request or destroyed after two months.
A record of the receipt and return of keys, and their location at all times while in the
keeping of the organization, shall be maintained in accordance with required statutory
limitations.

4.8 MOBILE PATROLS

Mobile patrol services shall be conducted in accordance with the contract or agreement
made with the client. Such services may include—
(a) the external and internal inspection of premises at random times for a determined
number of calls over specified periods or inspection programs; and
(b) other requirements or special tasks such as alarm response, cash banking and escort,
open-up and lock-up, let-in and let-out, or automatic teller machine response/service,
which are carried out in accordance with specified procedures or programs.
Patrol calls made at premises shall be verified by the use of call cards, logbooks or
electronic recording devices.
NOTES:
1 Contracts for the provision of a mobile patrol service should include a clause drawing the
attention of clients to the fact the service is shared. Accordingly, the service may be
temporarily interrupted or delayed if an incident detains the patrol officer at one client’s
premises in the course of the round.

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2 Clients should be informed of contracted services not performed within agreed client
communication protocols. Service/financial credits should be provided to clients for those
services not provided within the terms of the contract.

4.9 ALARM RESPONSE

The monitoring centre responsible for initiating the alarm response shall provide details to
the client about the response procedures and the interaction between the monitoring centre
and the response/patrol organization, as applicable.
The response times to different types of alarms shall be agreed between the client and the
monitoring centre at the time of contract. Where such an agreement is not made, the
guidelines outlined in Appendix B should apply.
Alarm investigation conducted at a site should follow set procedures covering—
(a) actions on arrival at site;
(b) requirements for external and internal inspections of premises on the site;
(c) actions to be taken;
(d) communications and other procedures with the operations room; and
(e) submission of reports.
The patrol shall notify the despatcher (e.g. monitoring centre or control room) of the
outcome at the completion of the job within 30 minutes or no later than 60 minutes. If the
patrol response is greater than the estimated response time, the despatcher shall be notified.

4.10 FIREARMS
4.10.1 General
The organization shall ensure the relevant laws, statutes and regulations with regard to the
issue, receipt, storage and carrying of firearms are complied with at all times.
4.10.2 Selection
The firearms selected for use in a particular contract shall be in accordance with client and
organization requirements and policies and the assignment instructions for that contract.
4.10.3 Carrying firearms
Any employee intended for carrying firearms shall have a current firearm licence/
accreditation that is appropriate to the firearm and shall be carried at all times while on
duty.
4.10.4 Ammunition
The ammunition carried shall comply with the manufacturer’s specifications, be
organization issue and be appropriate to the firearm being carried.
4.10.5 Safekeeping
The safekeeping of firearms and ammunition shall be observed in accordance with relevant
legislation and licensing requirements.
4.10.6 Maintenance
The organization shall ensure firearms are inspected and tested regularly in accordance with
legislative and licensing requirements and organizational instructions.
4.10.7 Training and records
The organization shall maintain a record of all statutory firearms training each employee
undertakes while in its employ.

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4.11 VEHICLES AND DRIVERS

4.11.1 Vehicle livery and identification
All operational vehicles, other than those involved in covert operations or otherwise
exempted under a contract, should clearly display the organization name and badge or logo.
The vehicle’s livery shall be readily distinguishable from that of a police vehicle.
4.11.2 Vehicle safety and suitability
Vehicles shall be checked prior to deployment. They shall be regularly serviced in
accordance with the manufacturer’s instructions, and any damage to a vehicle should be
recorded and repaired as soon as possible.
Vehicles and other equipment shall be suitable for the use intended.
Vehicles should carry a communication device with two-way capability.
4.11.3 Organization and driver obligations
The organization shall ensure the competence of drivers to handle all relevant organization
vehicles and a copy of all drivers licences shall be kept on file. Licences should be
inspected regularly.
The organization shall ensure vehicles are appropriately insured and registered.
Drivers shall be instructed to keep their vehicle clean and tidy.

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APPENDIX A
CUSTODIAL AND ESCORT OFFICERS
(Normative)

A1 GENERAL
Custodial and escort services are specialized categories within the normal duties of security
officers. Custodial duty includes, but is not limited to, ensuring the safe custody of inmates
at all times, e.g. supervision of daily routines, exercise, recreation and inmate counts.
Escorts include escorts to courts, hospitals or medical centres, leave of absence escorts,
parole board escorts and transfer escorts to other centres.
All custodial and escort duties shall be carried out in accordance with the correctional
facility’s documented policies and escort procedures as set by the relevant government
department administering corrective services.

A2 TRAINING
Personnel employed as custodial and escort officers should have an understanding of the
special requirements of their duties. They shall be trained and accredited in accordance with
the relevant legislation. Training shall include, but is not limited to, the use of restraining
devices, counselling and communication skills, specialized documentation handling, and the
use and security of key and locking devices.
Training may also include the use of firefighting and first-aid equipment.

A3 VEHICLES
Escort and transportation vehicles shall be of a type and configuration specified by the
relevant authority to ensure safe and secure transportation of prisoners. Custodial patrol
vehicles shall also be suitably equipped to provide perimeter and other patrol services.

A4 COMMUNICATION
An effective communication system shall be established and maintained at all times
between escorting officers and the appropriate control centre. This may include two-way
radio, a public address system and the use of CCTV. Backup communications are essential
and shall be provided.

A5 FIREARMS
Where agreed between parties, custodial or escort officers may be required to be armed. For
such occasions, the officers shall be fully trained and competent in the use of relevant
firearms as prescribed in the relevant legislation, licensing and corrective services policies
and procedures. (Refer to Clause 4.10.)

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APPENDIX B
ALARM RESPONSE TIMES
(Normative)

B1 ALARM RESPONSE
B1.1 General
The alarm response service for each client shall be categorized in accordance with the time
it takes from alarm activation to the attendance of a patrol officer at the alarm site.
Responsibility for alarm response shall be divided between the central station and the
response/patrol organization.
B1.2 Acceptable delay
Response time to alarm calls that are delayed due to exceptional circumstances shall not be
taken into account when assessing alarm response times. Exceptional circumstances are
those beyond the control of the central station and patrol organization, and include—
(a) traffic accidents;
(b) riots, floods and road closures due to traffic work;
(c) extraordinary weather conditions that affect response time (for example storms or
extreme winds);
(d) abnormal breakdown in the means of advising that attendance is required at the
premises; and
(e) change of client's keys without prior advice.
B1.3 Exceptions
The patrol response times shall not apply under the following circumstances:
(a) Where the client is responsible for the late response time, such as where the patrol
officer is instructed to meet the client’s representative on site at a prearranged time,
or the patrol officer is unable to gain access due to keys being changed.
(b) Where external checks are carried out by another patrol officer or inspector within the
relevant patrol response time.
NOTE: Such a situation may occur when the patrol vehicle with the keys is delayed.
(c) In non-response areas and country areas.
NOTE: The response area should be agreed between the client and monitoring organization.

B2 DEFINITIONS
For the purpose of this Appendix, the definitions below apply.
B2.1 Total response time (TRT)
The time elapsed between activation of an alarm (A) and arrival on site (AOS).
i.e. TRT = AOS − A (see Figure B1). TRT is a function of two components, which are the
responsibility of the monitoring centre and the response/patrol organization respectively
and are as follows:
(a) Monitoring response time The time elapsed between activation of an alarm (A) and
advising the response/patrol organization of the alarm details (J), i.e. Monitoring
response time = J − A.

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(b) Patrol response time The time elapsed between the response/patrol organization’s
control room being advised of the alarm details (J) and the arrival on site (AOS) of a
patrol officer, i.e. Patrol response time = AOS − J.
TRT does not include the alarm reset time (ART).
NOTES:
1 ART includes the time it takes for an officer to perform a mandatory external check of the site
required for occupational health and safety reasons.
2 Some clients may only require an external check of the site.
The Total Response Time may be represented as follows:

  

 
 
 

      

FIGURE 1 REPRESENTATION OF TOTAL RESPONSE TIME

B2.2 Response area

An area where the response/patrol organization has geographic coverage.
B2.3 Metropolitan area
Any major regional area.
NOTE: This area is usually clearly defined in each jurisdiction, generally a metropolitan area
with more than 30 000 people.
B2.4 Non-standard hours of patrol/response activity
Patrols/responses during non-standard hours.
NOTE: This is normally 0600 to 1800 hours daily. However, the coverage times may vary
between jurisdictions.

B3 MONITORING RESPONSE TIME

When an alarm or event is displayed on the monitoring centre operator’s screen for action,
the period to commence action of that event is the ‘alarm response time and is covered by
AS 2201.2.
Therefore, the time to advise the despatch facility set out below should apply:
(a) Where the patrol response is the first action, AS 2201.2 applies.
(b) Where the patrol response is a subsequent action, or approval is required to despatch
patrol, ≤5 min after approval is gained.
NOTE: These times may be varied on negotiation and agreement between the client and the
central station.

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B4 PATROL RESPONSE TIME

The time to attend an alarm response is the responsibility of the patrol/response
organization and is dependent on the classification of the risk at the premises, the type of
alarm/event and the time of day when resources are available.
Where there is no negotiated contract time for patrol response, or where no specific
requirement is stated or advised, the patrol response times set out below are provided as a
guide:
Class 1—Non standard hours of patrol/response activity: ..................................... ≤90 mins.
Class 2—Lower priority event: ............................................................................ ≤60 mins.
Class 3—Standard security alarm response time: .................................................. ≤45 mins.
Class 4—Dedicated patrol/response service for specified site(s): .......................... ≤30 mins.
Class 5—Static security officer on site: ................................................................ ≤20 mins.
It is the responsibility of the patrol/response organization to advise if any response time
cannot be achieved, and of the standard hours when response is available.
It is the responsibility of the monitoring centre to advise the patrol/response organization of
which events are defined as standard security alarms’ and which may be determined lower
priority events’.
NOTE: Alarm systems installed in client’s premises may comply with AS/NZS 2201.1, and
alarms may be transmitted in accordance with AS/NZS 2201.5. These Standards classify security
systems as Class 1 to Class 5 (Class 5 being the highest, and intended for applications with the
greatest security risk).

B5 MEASUREMENT OF RESPONSE TIMES

The response time commences from the time the monitoring centre gives the details of the
response to the despatch facility and this is acknowledged verbally or electronically by the
despatch facility.
The monitoring centre and the despatch facility shall have adequate staffing levels and
equipment to make and receive all necessary communications to provide and meet response
times.

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APPENDIX C
VEHICLE EQUIPMENT
(Informative)

C1 PERSONAL SAFETY
Vehicles should be outfitted in accordance with occupational health and safety legislation.
This should include the following:
(a) First aid kit.
(b) Vehicle spill kit where required.
(c) Forensic kit—tape (i.e. reflective/caution), reflective signage (triangles etc.)
(d) Personal protective equipment—issued to individuals, but should be kept in a ready
bag in the vehicle when the person is on shift and include wet weather gear, masks,
reflective vest, sunscreen, hat, eye protection (both clear and tinted), cold weather
jacket and torch.
(e) Fire extinguisher.

C2 NORMAL VEHICLE EQUIPMENT

Vehicles should be fitted with at least one electronic security device to protect the assets as
well as a secure lockbox or key safe (gun safe storage where applicable). In addition
equipment should include the following:
(a) Immobilizer.
(b) Alarm system to protect vehicle.
(c) Alarm system to protect keys.
(d) GPRS tracking device other than that which may be on the portable hand-held radio
device.
(e) Two communication devices (in cases where a mobile phone is utilized, an
appropriate charger should be supplied).
(f) Search light fitted to vehicle where reasonably required to carry out duties.
(g) Appropriate signage, master license or business license, as required by legislation.
(h) Spare tyre and jack.
(i) GPS map guidance and/or up to date hard copy street directory.
NOTE: Vehicles should be fitted with appropriate equipment for the environment in which they
operate, e.g. a vehicle required to attend to an area where it is likely to snow should carry snow
chains in correct working order.

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APPENDIX D
RELEVANT STANDARDS
(Informative)
The following publications are listed for information only:
AS
1885 Measurement of occupational health and safety performance
1885.1 Part 1: Describing and reporting occupational injuries and disease (known as the
National Standard for workplace injury and disease recording)
2201 Intruder alarm systems
2201.3 Part 3: Detection devices for internal use
2201.4 Part 4: Wire-free systems installed in client’s premises
3745 Planning for emergencies in facilities
3806 Compliance programs
4083 Planning for emergencies—Health care facilities
4485 Security for health care facilities
4485.1 Part 1: General requirements
4485.2 Part 2: Procedures guide
4811 Employment screening
HB
167 Security risk management
AS/NZS ISO
31000 Risk management—Principles and guidelines
ISO
11064 Ergonomic design of control centres
11064.1 Part 1: Principles for the design of control centres
11064.2 Part 2: Principles for the arrangement of control suites
11064.3 Part 3: Control room layout

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NOTES
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