ADT Security

How a membership can become a partnership for success.

As a large multi-national with a long successful history in New Zealand, ADT might seem like a company who have little to learn about business, yet their NZSA Accredited Membership audits have proved insightful and valuable for them and the whole industry.

ADT are a familiar brand in Aotearoa/New Zealand. For over 50 years they have provided homes and businesses with alarm systems and monitoring services across the motu. Originally part of the global ADT company, a 150-year-old organisation, they had a significant change last year when the New Zealand company was divested and then purchased by Intelligent Monitoring Group (ASX:IMB). With hundreds of employees and offices across the country they are a significant player in the electronic security installation and monitoring industry. So, what can the NZSA deliver to ADT in terms of value and thought leadership? And what does the NZSA get in return? As it turns out, quite a bit.

The Audit

ADT have been a member of the NZSA since 2013. ADT’s first Accredited Membership Audit was conducted in 2017. The full two-day audit was held onsite in Auckland at the ADT headquarters. Binita Kumar, ADT’s Compliance and Business Support Manager remembers it well. “The audit process was very detailed, and Gary was very thorough with the audit. He articulated the importance of the code of practice right throughout the audit.”

ADT General Manager for New Zealand Alison Kingdon wasn’t nervous about the audit knowing Binita was right across the requirements. “We were confident that our business practices aligned with the requirements and  very proud to show Gary in the audit that we’re comfortable with what we were doing.”

However, even the big players can learn a thing or two along the way. With over a dozen Good Practice Guidelines to adhere to and with businesses always changing and evolving, they like many security businesses need to be constantly reviewing and updating their business practices to meet the guideline requirements.

Binita was very happy they passed the audit but was also appreciative of some recommendations Gary made. These recommendations included two areas of human resource management they could adopt to help prevent issues with staff movements. Gary recommended holding exit interviews with team members when they leave. This is fairly common, and ADT has it in places, but one of the elements that needs to be reinforced is the confidentiality clauses in staff contracts and that departing staff are reminded of their need to keep critical client information confidential.

The other was to ensure they do credit checks on senior staff they are hiring. This ensures any potential financial issues a new team member might have, is identified and considered in the hiring process. Personal financial issues is a common motivation for fraud.

The 2017 audit was followed up in 2022 inline with their 5 yearly audit. Again, they passed and will continue to lodge their annual declaration confirming that there has been no material change to the business ownership or operations.

The Value

Both Alison and Binita have been with ADT for 19 years, and in that time have seen the growth of the industry and the growth of the NZSA. Initially the NZSA was more focused on the guarding and cash-in-transit sectors but have grown their membership of the electronic sector and their thought leadership of, and ability to guide that sector. ADT have encouraged that growth. They want everyone to play by the rules and like many of their large competitors they value the licensing, best practice guidelines and codes of conduct that the NZSA promotes.

Their sector does attract many smaller players, especially in the domestic market, and some of these “cowboys” have given the sector a bad name. Alison understands that high standards are crucial for the whole sector. “ From our perspective, being a member of the NZSA and having undergone the audit is something we truly value. We encourage others in the industry to participate in the process as well, as it raises the standards across the entire sector and ensures that everyone operates on a level playing field.”

When they are pitching for new business, in particular to the public sector and large enterprises, they readily tout their NZSA membership and Grade 1 Accredited status. For many potential customers being an NZSA member and accredited is mandatory. “Being an NZSA member is nearly always a requirement for securing contracts. When we can demonstrate that we are an audited and accredited member, it adds significant weight to our position, showing that we have adhered to all processes and met the highest standards.”

The Partnership

The interactions between ADT and the NZSA are not just one way. ADT have pushed the NZSA to be more involved in the electronic sector. The advice they and others in the sector give the NZSA around new technology and the associated standards required has helped the NZSA keep up to date with these rapid changes and push for changes to standards and licensing requirements.

The recent growth in Artificial Intelligence (AI) is one area ADT are closely watching. AI can have a tremendous positive effect on the efficiency of electronic monitoring systems, providing teams with extra eyes and ears and notifying them of potential issues before a human has been able to see them.

Under its ADT Care business line, ADT has also introduced personal alarm solutions that feature wearable safety devices and will continue to expand their solutions in this area. These solutions will grow with our aging population and the standards around their supply and use is one area of focus for both ADT and the NZSA.

These interactions are encouraged by the NZSA and serve as evidence of the value they place on partnerships within the industry. When all industry players are not only members but also accredited, it elevates the entire sector, enhancing its reputation and the importance of the work being done.

To learn more about the process of becoming an Accredited Member click here.