National Protective Services

Year after year, National Protective Services delivers unrivalled customer driven and focussed security services to a growing list of commercial, industrial and government organisations.

In 1998, 1999, 2000, 2001, 2002, 2004, 2005, 2007, 2008, the company won the ‘Australian Achiever Award’ for excellence in customer service delivery and the SAI Global Award for Ethics in 2008. These awards are testament to our reputation for customer service excellence and our continuing pursuit of quality and professionalism.

National Protective Services is a Quality Endorsed Company (ISO 9001) having been certified in every division of the business. As part of our continual improvement and quality culture, management strives to improve all processes and procedures.

Our Continuous Improvement Program involves the collection and analysis of data (including client responses, information obtained from conferences, publications and industry bodies), ensure that the methods and procedures used are ‘world’s best practices’ within the Australian Security Industry.

Our management take great pride in the continued expansion of our operational capabilities. The growth of our client base and high customer retention in both public and private sectors, continue to inspire customer confort confidence and support. As a supplier, National Protective Services maintains open lines of communication with all clients ensuring their needs are continually met.

Evidence of our customer commitment is that we still provide security services to some of our original customers from 1988!

Quality Assurance

Consistent Service
National Protective Services has achieved ISO certification in all divisions of the business in 2001. As part of our continual improvement and quality culture, the company strives to improve all processes and procedures that are currently in place.

ISO 9001 compliance means two very important benefits for our clients. Firstly, it allows National Protective Services to consistently offer high-quality service delivery, through a highly formalised and procedurealised management process. This in turn greatly enhances the operation of our company's services.

The accreditation process allows National Protective Services to outline every step required in all facets of security provision. This exercise enables a formalised in-house checking and re checking regime that monitors the performance of the entire company.

Every customer relationship is managed under the strict ISO 9001 guidelines. This means as a service provider we are in complete control of our service levels and are always able to exceed customer expectations.

Checking and rechecking
National Protective Services has an extensive internal audit program for every area of the business. Routinely through our audit process what we deliver to our clients is checked and rechecked. Every six months an external auditor also visits National Protective Services to ensure our entire operations are conducted in accordance with ISO standards and procedures.

Proactive Management
Our structure and audit systems ensure that our management focus is proactive, our systems check our service provision as part of our management practices. This ensures that we continually innovate and improve rather than reacting to situations and then changing.

Unannounced and announced inspections
Our supervisors and coordinators conduct regular scheduled inspections of our staff in the field to supervise our performance. In addition to the regular scheduled inspections we make unannounced inspections and provide regular reports back to management.

Monthly Operational Meeting
Our monthly meetings ensure that all client operations are reviewed and this ensures that we have consistency in our standards. These meetings strengthen and innovate our service delivery for all of our clients.

Company History

I used to feel such joy and satisfaction finishing work as the sun came up knowing that all of my clients were safe

I started this company doing patrols and alarm responses. I would work nights finishing each morning as people would be getting up. I could sleep for a few hours and then I would be in the office doing sales and any administration. It was day after day for years, not just 5 or 6 days a week it was everyday. I would pull up in my driveway and often sleep in the car, as I was too tired to get out. I had some amazing hallucinations from being so tired, I would be driving and seeing all sorts of moving poles, pedestrians and phantom cars. I learnt that food makes you tired so I would snack usually on service station potato chips, it was enough food to keep me going, but not too much that it would take energy to digest. Coffee I absolutely lived on it, with plenty of milk for sustenance!

I used to feel such joy and satisfaction finishing work as the sun came up knowing that all of my clients were safe. Many, many times I remember driving over the Westgate Bridge on my way home being so dead tired but feeling fantastic that another night was completed. My clients were safe, they would be getting up without even noticing the work that I had done overnight and that made me so proud. While our customers slept I was there, locking buildings, turning on alarms and preventing damage to their premises. To me it is part of the cycle of industry; we help to keep the wheels turning.

Today we do the same, the scale is larger but it is the same. We supply every area of security; guards, patrols, alarm systems, cash handling, investigations and consultancy. We look after all of the security needs of our clients day and night. If our client wants an electronic security system or they prefer a physical person to protect their premises we provide it, if our clients need advice on the best way to secure their premises we provide that consultancy and if they have an incident that requires expert investigation we provide that as well.

We understand the security of our clients, we understand what level of protection they want and we give it to them.

Rachaell Lambert