About the ASE replacement project
We will be upgrading Alarm Signalling Equipment (ASE) in more than 7,000 premises throughout Queensland to operate on new communications technologies. An ASE is the device inside your fire panel that enables us to monitor your building's fire equipment. The ASE will send signals to the fire monitoring centre to alert us of any changes in status of your fire equipment such as activations or panel faults. Fire Alarm Monitoring for premises may be prescribed under the Building Code of Australia. Premises that meet these criteria require direct brigade monitoring via the ASE device.
Reason for the upgrade
Telstra will be shutting down the 3G mobile telephone network in 2024, see Telstra 3G Service Closure. Existing ASE rely on 3G mobile telephone communications to contact the fire services. ASE not replaced before the shutdown date will not meet fire monitoring standards.
When the upgrades will happen
If you are the owner of an affected premises, you will receive an email from up to 1 month before the scheduled ASE replacement. A representative from our contracted provider, CV Services (Johnson Controls, formerly ADT Monitoring) will contact you to arrange a time for the work to be completed. Work will begin in April 2023 and finish by 28 October 2024.
During the upgrade
The technician will require access to the fire indicator panel and associated locations. If access is not publicly available, you will be required to provide it.
The technician will hold a photo identification Card that shows they are a contractor with CV Services. All technicians are fully vaccinated against COVID-19 and hold valid Blue Cards.
If there is a safety issue at your premises that you believe would prevent safe access for the technician, you must tell us by calling 13QGOV.
During the replacement there will be a small period when your premises will not be connected to the Fire Service. If an incident occurs during this time, the technician will contact the fire services by calling Triple Zero (000).
What are the costs?
If there are site specific conditions for accessing your premises other than site inductions, charges will apply.
If changes to the confirmed booking are required, such as access to premises outside of business hours, charges may apply.
There will be no cost to you if the system is compliant, serviceable, and accessible at the allocated time.
Customer satisfaction survey
We will be sending a customer satisfaction survey shortly after your ASE is replaced. You will receive a survey request via SMS and/or email. The survey will take less than two minutes to complete. Your responses will provide invaluable information to assist us to continuously improve our communication, processes and services.
More information
Please review these Frequently Asked Questions (FAQs) and if you have additional questions, you can contact Smart Service Queensland on 13 QGOV.