General Information

A spare house key should be left with Security to allow quick access to your home if an alarm is triggered. All keys are kept in a locked safe room on a numbered tag under camera surveillance.

In the event that Security attends your home, a calling card will always be left listing the time, name of security officer and why the callout response was required. 

Alarm – Unit/House

The back-to-base systems are monitored 24-hours a day by Sanctuary Cove Security Services who will respond if an alarm is activated. 

Security recommends that smoke and fire detectors are tested and motion sensors are cleaned regularly by a qualified technician. 

Alarm – Commissioning

For every new property that is built, the alarm system must be commissioned with Security and a qualified alarm technician in order for it to report back-to-base. 

For a list of the minimum requirements for the alarm system, please contact Security.

Tutorial/Code Input

If you require a new code for your alarm system (for either yourself or a permanent guest) or a tutorial on how your alarm system works, a Security guard can attend your property to assist.

Please contact Security to organise this.

Alarm faults

In accordance with the Sanctuary Cove Resort Act 1985, owners are responsible for ensuring they have a fully functioning alarm system to maintain the security of their residence. 

If a fault is detected, Security will notify the resident. The fault can often be rectified by Security, however in some cases a qualified alarm technician may be required to attend at the owner’s expense.

If you have reason to believe there may be a fault with the alarm system at the property, please contact Security.

The Sanctuary Cove Primary Thoroughfare Body Corporate (PTBC) have a detailed Animal Management Plan and engage a qualified Wildlife Control and Emergency Wildlife Response company.

It is the responsibility of every individual to take care around wildlife, be aware of the threats that wildlife may pose to you or your health and to act accordingly. 

The information below aims to provide some brief information on how to best enjoy the wildlife that the Gold Coast has to offer.

Kangaroos and Wallabies

The kangaroo and its cousin the wallaby are Australian icons. As kangaroos often do not pose a threat to humans, and because we rarely come into close contact with these animals, we have lost much of our wariness, respect and first-hand knowledge of how they live and thrive in the wild. 

Although you may have seen a kangaroo or wallaby before and maybe feel relatively safe around them, it is important that you are aware that you should enjoy these animals at a distance.

If a Resident locates an injured Kangaroo or Wallaby, please contact Security on (07) 5500 3333 – Option 2 General Enquiries.

Snakes

The Gold Coast region is home to several snakes, including potentially deadly snakes.

If you do come across a snake, stay calm and back away to give the animal plenty of space. Do not approach the snake or try to catch the snake, as this is when most bites occur. If you can safely reach your pets, ensure they are locked inside, away from the snake.

The warmer weather brings out the snakes, which become very active during this time. The following points are a reminder of what you should do if you see a snake:

1. Inside your Home – 

Isolate the snake by shutting the doors of the room so it cannot escape to another part of your home.

2. In your garden area – 

Remove yourself, pets and others from danger.

To report a snake sighting, take note of the snake’s colour and markings and contact:

• Tony from Reptile Relocation and Awareness on 0401 263 296
• Mark from Mark’s Snake and Possum Removal and Relocation on 0434 812 899

If a snake bites you, press the panic button or dial 000 immediately. 

Remember, snakes are protected under Australian legislation, so if you are confronted with a snake, killing it is not an option.

Bats

Anyone who locates a sick, injured or orphaned bat should refrain from touching it, instead contact Security on (07) 5500 3333 – Option 2 General Enquiries.

Alternatively, the resident can contact Bat Conservation and Rescue on 0488 228 134.

If you come in to contact with a bat, please seek medical attention.

Injured Wildlife

Certain small wildlife such as birds may be accepted at the Security Roundhouse, only if it is assessed there is no risk of injury to staff or other persons.  

If a Resident locates any injured wildlife, please contact Security on (07) 5500 3333 – Option 2 General Enquiries.

Alternatively, the below wildlife organisations can be contacted:

Wildcare 07 5527 2444

Currumbin Wildlife Sanctuary 07 5534 0813

RSPCA 07 5575 6146

WIRES 1800 303 417

There are several activities/actions that are considered to be in breach of the Residential Zone Activities By-Laws (RZABLs) and the Sanctuary Cove Resort Act (SCRA) 1985.

Breaches are monitored and managed by Security, which in some circumstances may involve escalation to Sanctuary Cove Body Corporate.

These breaches can be categorised as follows:

General Nuisance – Any activity which is an unreasonable annoyance or nuisance to Residents or unreasonably interferes with the quiet enjoyment of Residents.

Specific Nuisance – Unreasonable or excessive loud noise from a property is not permitted. 

Speeding – The speed limit in the residential area is 40km/h as the road is shared by vehicles, golf-carts and pedestrians. Speeding above this limit creates risk for road users.

Parking – Users should not park their vehicle where it would impede traffic flow or create risk for other road users. Overnight parking on the road is not permitted and all vehicles are to be parked inside the boundary of the property. 

Should you believe a person is in breach of any of the above, please contact Security.

Alarm – Panic Button (Duress Alarm)

Your house is equipped with panic buttons in the kitchen, master bedroom and ensuite. When the panic button is pressed, Security receives an alarm and a mobile patrol is dispatched immediately to the address.

Each mobile patrol is equipped with medical equipment such as defibrillators, oxygen resuscitation units, blood pressure monitors, pulse oximetry units, trauma bandages and firefighting equipment. All Security Officers hold advanced first aid certificates and can operate the medical emergency equipment.

A call to Security on (07) 5500 3333 – Option 1 with your location will also activate the panic response if you are unable to press one of the buttons.

Existing Conditions and Medical Illness

If a Resident has an existing condition or a medical illness that Security should be made aware of, we encourage them to notify Security confidentially.

Any information disclosed will be treated with the strictest of confidence as per The Privacy Act 1988. 

Welfare Checks

If requested, Security can perform regular and/or one-off welfare checks on residents. This could be in person or via a telephone call.

Should you be interested in this complimentary service, please contact Security.

Incident Response

Please be advised that Security are also experienced in attending a variety of incidents and situations. 

Some of these may include, however are not limited to, the following:

• Thefts
• Unauthorised persons/entry 
• Domestic disputes  

Note: If you are experiencing a situation where you require assistance, or would like to notify Security of certain circumstances, please contact Security on (07) 5500 3333 – Option 2 (for General Enquiries) or Option 1 (for emergency assistance).

Pets

Residents are encouraged to complete a Pet Details Form and note the breed, gender, colour, microchip and other distinguishing marks of the animal for identification purposes. 

Security is often tasked with reuniting a beloved pet with their owner and by having these details on the Pet Register, Security can ensure this is done quickly and safely.

To complete a Pet Details Form, please click here.

Vessel Check Sheet

We encourage Residents to advise Security of any vessels moored at their property so these details can be recorded on the Vessel Check Sheet. Whist conducting Marine Patrols, Security use the Vessel Check Sheet to ensure vessels are moored safely and securely.

If a Resident intends to take their vessel out for a specific period of time, Residents are asked to notify Security. Otherwise, Security will place a call to the Resident.

Additionally, Security is equipped with bilge pumps and spill kits. Should a resident require assistance in this regard, please contact Security.To complete a Vessel Details Form, please click here.

Sanctuary Cove Security Services provide a range of services to the community within the Service Level Agreement, however there are occasions when some non-core services provided to Residents go beyond these responsibilities and expectations.

As a result, certain services are considered Valet Services which incur an upfront charge.

Please find below, a description of available Valet Services. 

Keys (providing you have already issued Security a key)

You must advise Security of the people who are authorised to collect your keys from Security in your absence (a list of emergency contacts can also be left for safekeeping with Security). Please note that should the person not be an immediate family member, a Valet Service fee is applicable.

Contact Security if you wish to check whether keys to your property are held at the Security Roundhouse.

Resident Lockout

In the event a resident is locked out of their property and Security are in possession of a house key, the resident can attend Security and sign the key out to gain entry and then return the key to Security (no fee applies in this instance).

Alternatively, a call can be placed to Security and a Security officer can meet you at the house and provide access. Please note, in this situation an upfront Valet Service fee is applicable.

Access/Rearm

If you are offsite and require a guest, visitor or contractor to gain entry to your property, Security can attend in your absence and provide access to the property on your behalf. 

This may require Security to disarm and/or rearm the property on your behalf.  

Please note an upfront Valet Service fee is applicable.

Other

In addition to the above-mentioned Valet Services, Security can be contacted for a range of different non-core services.

If you require assistance and are unsure of whether it is classified as a Valet Service, please Contact Security.