24/7 FIRE & SMOKE RESTORATION ASSISTANCE
Understand the damage and plan the restoration.
For an active fire or immediate danger, call 000. Do not re-enter until the responsible authority permits access.
View service areasYou can call to plan the response before access is available. Send photos only from a permitted, safe position.
SAFETY BEFORE RESTORATION
The fire may be extinguished while access, utilities or investigations remain unresolved. Start with the instructions from the responsible authorities.
Stay outside the restricted area. Let us know the access status so restoration planning can account for release and specialist requirements.
Discuss the recovery planAvoid wiping residues or running affected air-conditioning systems. Keep belongings in place until handling and cleaning advice is available.
Understand the assessmentFirefighting water can leave floors, wall bases and contents wet. Residue and electrical risks need consideration before extraction or drying.
Explore water damage helpDo not disturb debris or reconnect utilities. Photograph damage only where access is permitted and safe. See the restoration sequence
YOUR PROPERTY & BELONGINGS
A useful assessment separates cleaning possibilities from damage that needs replacement or specialist review.
Test cleaning can help establish how a surface responds. Heat distortion, damaged finishes or residues in inaccessible areas may change the restoration options.
Fabric type, residue, odour and any firefighting water influence whether cleaning is practical. Some items need specialist processing or replacement.
An inventory helps identify priority items and agree handling. Sensitive, sentimental or valuable contents may require a separate specialist assessment.
Appearance does not establish electrical or operational safety. A suitably qualified professional must assess affected equipment and utilities before they are used.
Cleaning response, heat damage, material condition, odour and access guide the recommendations. Important belongings can be discussed before decisions are made.
Tell us what is affectedONE STAGE AT A TIME
The sequence follows access permissions, the affected materials and the scope you agree to. We explain the decisions as the picture becomes clearer.
Understand release restrictions and hazards, then inspect accessible residues, materials, contents and moisture within the restoration scope.
Set out the proposed work, affected boundaries, contents handling and any specialist dependencies or approvals.
Use controlled methods suited to the residues and surfaces. Cleaning tests and material response inform removal, retention and odour-source work.
Where included, address firefighting water through extraction and monitored drying, and record agreed contents cleaning or referral decisions.
Document the restoration work and any unresolved items. Building repairs, independent verification and permission to occupy may be separate stages.
Tell us what happened and what access is currently permitted.
LESS UNCERTAINTY ABOUT WHAT FOLLOWS
The recovery plan should make the work, approvals and responsibilities easier to understand.
Residue distribution, heat damage, contents, water, access and specialist requirements affect the scope. We explain proposed charges and how new findings will be discussed.
Restoration, structural repairs, utilities and occupancy decisions can follow different timelines. Ask which milestone is being discussed and what still needs clearance or repair.
Notify your insurer promptly. Check authorisation before engaging services and agree documentation before disposal. Reztor can provide restoration records; the insurer determines coverage and reimbursement.
CLEAR FINDINGS & HANDOVERS
The record should distinguish the damage found, the work agreed and the decisions that remain. The documentation provided depends on the scope.
Photographs and observations help explain residues, material damage and any water-related work.
The scope identifies cleaning, contents handling, drying and the limits of the restoration work.
Completion notes distinguish the work performed from remaining repairs, specialist decisions or occupancy requirements.
IICRC Certified Firm Reztor Australia Pty Ltd
Assessment, cleaning and recovery
Restrictions · Observations · Photographs · Moisture findings
Test areas · Agreed methods · Inventory · Specialist referrals
Restoration notes · Unresolved items · Repairs and responsibilities
YOUR QUESTIONS, ANSWERED
Talk it through with our team if you are unsure where to start.
Call 1800 739 867Yes. You can discuss the incident and access status while authorities complete their work. Assessment and restoration inside restricted areas must wait until access is permitted and relevant hazards and conditions are understood.
Avoid extensive wiping, brushing or household vacuuming of fire residues. The wrong method may spread residue or damage a finish. Keep affected items in place and seek assessment before cleaning or moving them.
It can. Smoke can travel beyond the source room and leave residues elsewhere. Assessment follows likely pathways and observed conditions; it does not assume that every room needs the same treatment.
No outcome should be promised before assessment. The sources, materials, access and cleaning response determine what is practical. Some materials may need removal or replacement, and residual concerns may require further investigation.
Do not restart an affected system simply because the fire is out. Let the team know whether it was operating during the incident and ask whether specialist inspection or cleaning is needed. Electrical safety requires the relevant qualified professional.
Contents should be recorded and assessed within the agreed scope. Tell us which items matter most. Cleaning, specialist referral and disposal decisions need the appropriate owner and insurer input; avoid discarding items before those requirements are understood.
Cleaning, odour-source work and drying are different from reinstating finishes, structural repairs and utility work. The agreed scope sets out what Reztor will do and where other qualified trades or approvals are needed.
THE NEXT STEP CAN BE CLEAR
Tell us about the fire, smoke or soot and the current access restrictions. We will help you understand the restoration questions and the next practical step.
