Frequently Asked Questions

All documentation and business information has a lifecycle. Grace can offer assistance and provide a range of services to assist at any point of this lifecycle.

Business Information Lifecycle

 

FAQ and Answers

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

Grace are the only records management providers that run 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 has allowed us to always provide an exceptional service to our clients.

I would prefer to deal with a local supplier, do you have other branches?

I can appreciate that you would like to keep your records nearby – that is why Grace RM has opened up a facility local to you. In fact our local clients enjoy a double benefit because not only do they enjoy the convenience of local storage but also the cost benefits and best practices of a national company as well.

My records are maintained by each department and that works for us. 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 greatly between person to person. Having your files catalogued and stored off site allows for data integrity and consistency as we have experience Data Entry personnel that data capture your records the same way every time. This means that if you are ever audited that your records will show quality record keeping.

We have on site storage, plenty of room and space. We don’t need your space when we have our own!

Legislation on 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 that your records are being stored safely and appropriately.

Why doesn’t your website list some clients of yours so I can see some references?

We protect our client’s confidentiality at all times. We are happy to provide references should you request however do not display this information generously on a public domain such as our website as we don’t want to place any firm’s privacy in jeopardy.

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

As the full extent of a project may vary and there may be additional services required once your items have been received at Grace it is important to use the estimate as a guide for the expected cost. Often this estimate may be more than the actual costs involved but we try to ensure our estimate is provided to the best of our knowledge of your requirements.

I’ve got all my boxes in Marbig cartons. I don’t want to have to pay a fortune just because your facility doesn’t accept them. What’s the difference, a box is a box isn’t it?

The Marbig box is not designed for archive warehouse conditions. It can not withstand other box weight and fails to maintain its strength when handled over the course of usual box activities. Grace boxes have a 7 year life expectancy and are designed for archiving up to 16 kilograms, it does not crease, bend or break as a Marbig box would. Our boxes have thicker handles to ensure OH&S compliance for our driver’s safety, in this respect the Marbig boxes are not on par with our boxes. For your document’s security and box longevity we strongly advise against the use of Marbig boxes.

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

Our Data Entry Department has specialists who catalogue information for a variety of industries including Government, Legal, Medical and Financial. Each market has different requirements and our Data Entry team is able to cope with these needs. Prior to the commencement of your transfer to Grace we would evaluate the information capturing process and provide processes to our Data Entry experts to follow. We can capture alpha, numeric and alphanumeric data for your files and boxes and have capacity to keep this description in our system.

How do our documents get from my office and into one of your warehouses?

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

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

Placing an order has never been easier. You can place your order using our web ordering system, via fax or email. We’ll even send you a confirmation workorder number if you send your order via email and if you use our web system you can see the tracking details online at any time of the day. We also offer a 2 hour urgent and 4 hour priority service at some locations for those retrievals that can’t wait!

How long does it take to get my documents back?

This depends on the address we are returning your documents to and also at which of our sites 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 their service response times.

I have been using another 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; we accept other supplier’s cartons as long as they meet the required OH&S standards. There may be times where some cartons need to be repacked due to their poor condition and we will advise you in advance if this is required. Even when repacking is required, we retain the same barcode as 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 are retrieving to a file level then 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 are transferring to Grace from another supplier, we can retain the previous barcode number as the alternate code also. This means you don’t need to learn all your Grace barcode numbers, you can carry on with your business as usual as our system has the capabilities to manage more than just our barcode numbering system!

 

Contact Grace Records Management for all your document management requirements. If you need a quote or to discuss your specific needs with our document storage specialists, please click here to view our locations and call us today.