Maintenance and callout procedures

Direction and guidance on raising asset-related matters or logging maintenance and repair callouts for school facilities and equipment.


All school staff who raise asset-related matters or request callouts for maintenance and repairs for school facilities and equipment via the FMWeb 2.0 system.

Version Last updated Description of changes Approved by
V01.0.0 13/05/2024 Under the 2023 Policy and procedure review program, developed a procedure to align with existing implementation and training materials about logging maintenance and repair callouts through the new FMWeb 2.0 system.
These procedures:
  • outline the School Infrastructure managed process for the school facilities maintenance, including the new facilities maintenance contract and FMWeb 2.0 system
  • include specific role requirements for principals, ASOs, and School Infrastructure Regional Offices.
Secretary, NSW Department of Education

About the policy

These procedures relate to the Asset management policy.

Term Definition
ASO Asset Services Officer. They provide advice and support to schools and are the primary point of contact in the local School Infrastructure Regional Office for asset related matters.
EFSG Education Facilities Standards and Guidelines
FMC Facilities maintenance contractors provide maintenance support to the department by responding to maintenance issues reported by schools.
FMWeb 2.0 Online platform for department staff to manage callouts for reactive maintenance services and new project proposals for capital works on school sites.

There are 3 types:

  • Planned maintenance – School Infrastructure Asset Management develops an annual maintenance program for each school based on inspections undertaken by the Asset Services Officers (ASOs).
  • Proactive maintenance – regularly scheduled maintenance keeps buildings and equipment safe and operational. Examples include, but are not limited to, tree maintenance, pest control, security systems, water filtration systems and potable water storage tanks. For more information, go to the School Infrastructure Knowledge Hub Maintenance page.
  • Reactive maintenance – principals or their delegates can request a callout to resolve or repair a breakdown of essential services or other asset failures at their school.
SAO School Administrative Officer
School Infrastructure The School Infrastructure division manages the department’s Asset Management Framework in compliance with the NSW Treasury Policy for asset management (TPP19-07). It is responsible for the Asset Management Policy and related procedures.


  • as the site manager, must ensure school property and facilities are functional and well maintained, and provide safe and optimal learning environments for students while also being fit for community use
  • must monitor and report any maintenance issues promptly via FMWeb 2.0 to mitigate impacts to school operations from asset and/or equipment degradation or failure
  • must seek advice and approval from their local Asset Services Officer (ASO) or School Infrastructure Regional Office to proceed with any asset-related works, including planning, maintaining, repairing or other projects, on school sites
  • must adhere to instructions from the local ASO or School Infrastructure Regional Office regarding any works on school sites to ensure the safety and wellbeing of the school community
  • submit required details and documentation when logging maintenance callouts
  • receive calls from the facilities maintenance contractor regarding callouts
  • provide site access to contractors who attend school sites for inspections, maintenance, repairs or works
  • refer to these procedures and the School Infrastructure Knowledge Hub to access the Maintenance Callouts Guide for schools for support
  • delegate key tasks to selected school support staff where appropriate while maintaining oversight and responsibility for logging and monitoring maintenance requests
  • review any completed work with their local ASO when they next visit the school
  • raise any concerns about the quality of completed work with their local ASO
  • add new users on FMWeb 2.0, as appropriate.

Principal’s delegate:

  • must comply with the requirements of this procedure when supporting the principal by undertaking delegated maintenance related tasks, as requested by the principal.

Asset Services Officers:

  • are the primary point of contact from the local School Infrastructure Regional Office
  • must provide advice and support to schools with asset-related queries
  • must ensure that any works on school sites are appropriately assessed and have received necessary approvals before any works commence
  • must communicate clear instructions to schools about any inspection, maintenance, repairs or works on school sites to ensure the safety and wellbeing of the school community
  • manage an annual program of planned maintenance for each school on behalf of School Infrastructure
  • oversee and coordinate proactive maintenance activities (also known as preventative and statutory maintenance) to ensure assets and equipment are kept in optimal condition
  • seek advice to ensure that relevant planning approvals are obtained before works commence and that maintenance is conducted in compliance with relevant planning approvals, legislation and supporting guidelines
  • enter and update maintenance and repair information in FMWeb 2.0
  • conduct a check on completed works before releasing any payment
  • review school feedback on completed works
  • review any completed work with school representatives when they visit the school.

Facilities Maintenance Contractors:

  • must manage the delivery of assigned maintenance, repairs and works on sites
  • must organise work orders and allocate local contractors
  • must contact principals to make arrangements for a logged callout
  • must ensure all local contractors are appropriately inducted, onboarded and checked for compliance before attending the site and commencing any works.


  • must receive and accept assigned work orders
  • must follow the sign-in procedure at school sites and conduct works in accordance with workplace health and safety (WHS) procedures
  • must review the asbestos management plan and asbestos register before attending the site and commencing any works
  • must understand and adhere to the department policies and procedures for working on school sites
  • must update the job status in FMWeb 2.0 if appropriate, and after completing works, upload before and after photos
  • must report issues to the FMC team and School Infrastructure contact as they arise.

What needs to be done

Any works on a school or department owned site must be approved and managed by School Infrastructure Asset Management, prior to any asset related works commencing, to ensure the safety and wellbeing of the school community.

School Infrastructure Asset Management will support principals by ensuring any works comply with relevant department policies, commitments, legislation and supporting guidelines.

To request and approve project proposals for types of works on school sites other than maintenance and callouts, refer to the Project proposals for various works on school sites.

1. Raise a callout

1.1 Use the FMWEB 2.0 online platform to raise a callout

Principals or their delegates must raise a callout through the online platform FMWeb 2.0, as outlined below.

School Infrastructure Regional Office will seek payment from the school (or insurer if it is covered) after completion and the callout is finalised.

Note: School contributions will be applied for reactive maintenance jobs unless the asset has deteriorated or failed without school occupant intervention. For example, the school would not pay for repairing a drain blocked by tree roots.

Principals (or delegate):

1. Log into FMWeb 2.0.

2. Go to ‘Raise a Callout’ and click ‘Add New’. Staff requesting the callout will have their details prepopulated on the right-hand side panel. These details include the callout time, date, name, role, and contact number.

3. Select the requested response time from the options listed.

4. Provide details of the issue, any known causes and the impact on the school in the ‘Callout Description’ box.

5. Select the area in the school that needs repair and the specific room number from the ‘Buildings Affected’ drop down list. Fill in the room location details. Use the Asset Management school map to select the applicable building.

6. Upload photos or other relevant information into the ‘Documents’ section.

7. Select ‘Yes’ if the callout is related to an insurance event or claim. Complete all relevant fields that appear in the new section.

7.1 Contents only:

7.1.1. For ‘Local Contractor Required’, select ‘No’.

7.1.2. Attach a ‘Contents Claim Form’ in the Documents section.

7.2 Property only:

7.2.1. For ‘Local Contractor Required’, select ‘Yes’.

7.2.2. Attach any relevant documentation or photographs.

7.3 Property and contents combined:

7.3.1. For ‘Local Contractor Required’, select ‘Yes’.

7.3.2. Attach a ‘Contents Claim Form’ in the Documents section and any support documentation or photographs.

8. The principal or delegate submits the request.


1. Go to Settings > User list > Register user.

2. Fill in the appropriate details and allocate the school to the user’s access.

3. Under ‘Role’, assign ‘School user’ to school staff. ‘School manager’ is the principal.

1.2 Organise contractors

After the principal or delegate has submitted the callout information (see section 1.1), the request will be forwarded in FMWeb 2.0 to a facilities maintenance contractor (FMC):

1. The FMC will review the provided information and they will assign the appropriate trade(s) to attend the school site. If further information is required, the FMC may call the school.

2. The FMC will assign a local contractor to the work order and add the estimated date and time of attendance in FMWeb 2.0. The school can then check these in the system.

3. The local contractor must go to the school office on arrival and sign in using the school visitor check-in QR code. The contractor will need to inspect the site and take photos of the work to be done before beginning the necessary work.

4. The local contractor must take photos of the completed work, then update the job status in FMWeb 2.0 and upload before and after photos.

5. The FMC and Asset Services Officer (ASO) will check this before releasing payment and closing the job in FMWeb 2.0. The principal or delegate is not required to check the completed work at this time.

6. Schools can raise any concerns or feedback regarding the completed works with their local ASO. The ASO will then review the concerns and take any necessary actions to address them.

2. Raise a maintenance-related query

Principal (or delegate) can raise a query about any planned, proactive, or reactive maintenance matters with their local Asset Services Officer. The contact details of the school’s allocated ASO can be seen at the top of every page in FMWeb 2.0.

Mandatory tools and templates

Supporting tools, resources and related information

Policy contact

Local Asset Services Officer, Asset Management, School Infrastructure
Contact details can be found at the top of the FMWeb 2.0 webpage after logging in.

School Infrastructure FMC call centre
1300 009 344

The Executive Director, Asset Management monitors the implementation of this procedure, regularly reviews its contents to ensure relevance and accuracy, and updates it as needed.

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