Reporting a problem
Which channel to use for maintenance, safety, billing and portal issues.
The portal is not a maintenance ticketing system. Individual tenants don't file work orders — real maintenance is raised through your company's office manager. Use this table to pick the right channel.
| What's wrong | Where it goes | How fast |
|---|---|---|
| Emergency — fire, flood, injury, anything unsafe | Call 911 first, then building staff | Immediately |
| Urgent building issue — leak, no power, no heat, stuck lift, security | Your company's office manager, who holds the direct line | Same day |
| Routine maintenance — a light out, a sticky door, temperature | Your company's office manager | Normal working days |
| Feedback, suggestions, small heads-ups | Leave a comment | When staff next read it |
| Something wrong in the portal itself | Leave a comment with topic Other | When staff next read it |
| Billing or lease questions | Your office manager, or topic Billing in a comment | Normal working days |
Not sure who your office manager is? Ask your own team first — VIC staff can also tell you who is registered as your company's contact.