syd.com.au/servicerequest
Access
smartREQUEST Now:
smartREQUEST for Sydney Airport
smartREQUEST for Maintenance (smartREQUEST)
provides a quick, easy way to report facili�es
maintenance and cleaning issues.
It has been designed to support the capture of
complete and accurate informa�on so that issues
can be quickly responded to and resolved.
smartREQUEST supports Sydney Airport’s FM
team in delivering world-class facili�es.
When to use smartREQUEST
smartREQUEST can be used to report all non-
urgent maintenance and cleaning requests.
If you are repor�ng an issue with a significant
opera�onal or safety impact, you should call the
FM Hub on ext.9666 or 02 9667 9666
For all other issues, use smartREQUEST
QR Code Signage at
the Airport
In certain loca�ons around the
airport, you will see QR codes
to access smartREQUEST, for
example at bathroom entrances.
To use a QR Code, open the camera on your
mobile device and focus on the QR Code. A link
will appear on your screen to launch
smartREQUEST. When you launch smartREQUEST
from these QR Codes, the loca�on will already
be selected.
USER GUIDE
< 1. Select the Issue Type
smartREQUEST helps you to provide the informa�on that our
response team needs to effec�vely address the issue. If you
are repor�ng an issue with a li� you will be asked for
different informa�on than you would for a bathroom. To
support this you will first be asked to select the type of issue
you are repor�ng.
< 5. Complete your Contact Details
By providing your contact details, you allow the technician to
contact you if they have any ques�ons.
< 6. Make a Note of your Reference Number Before you Submit
Your reference number for this request is shown at the bo�om. If you have provided your
email address you will be sent a confirma�on email containing the reference number for this
request, so you don’t need to note it down. This reference number is useful if you want to
follow up on your request in the future. This can be done by contac�ng the FM Hub on
ext.9666 or 02 9667 9666.
4. Add Details and Photographs >
Complete as many details as you can, the more the technician
knows about the issue, the more likely they will be able to fix it
quickly.
If you think it would be helpful you can add photographs to the
request. These could be photographs of the issue itself or of the
loca�on to help the technician find the issue.
< 3. Select the Asset
For certain asset types you will be offered the opportunity to
select a specific asset. This will be for when you are repor�ng
a fault with one of the following systems: Li�s, Moving
Walkways, Escalators, Bathrooms, Aerobridges, Ground
Power Units (GPUs), Nose-In Guidance Systems (NIGS) & Pre-
condi�oned Air (PCA).
Complete as many details as you can to help inform the
technician. The more they know about the issue, the more
likely they will be able to fix it quickly.
2. Select the Loca�on >
To help you accurately indicate where the issue is, you can
select a loca�on area and then a specific loca�on from the
drill-down op�ons that appear. You can also add more
informa�on in the Loca�on Details field further down the
form to help the technician respond to your request.
Repor�ng an Issue with smartREQUEST
smartREQUEST helps you to provide the informa�on that our
response team needs to effec�vely address the issue. If you
are repor�ng an issue with a li� you will be asked for
different informa�on than you would for a bathroom. To
support this you will first be asked to select the type of issue
you are repor�ng.
< 5. Complete your Contact Details
By providing your contact details, you allow the technician to
contact you if they have any ques�ons.
< 6. Make a Note of your Reference Number Before you Submit
Your reference number for this request is shown at the bo�om. If you have provided your
email address you will be sent a confirma�on email containing the reference number for this
request, so you don’t need to note it down. This reference number is useful if you want to
follow up on your request in the future. This can be done by contac�ng the FM Hub on
ext.9666 or 02 9667 9666.
4. Add Details and Photographs >
Complete as many details as you can, the more the technician
knows about the issue, the more likely they will be able to fix it
quickly.
If you think it would be helpful you can add photographs to the
request. These could be photographs of the issue itself or of the
loca�on to help the technician find the issue.
< 3. Select the Asset
For certain asset types you will be offered the opportunity to
select a specific asset. This will be for when you are repor�ng
a fault with one of the following systems: Li�s, Moving
Walkways, Escalators, Bathrooms, Aerobridges, Ground
Power Units (GPUs), Nose-In Guidance Systems (NIGS) & Pre-
condi�oned Air (PCA).
Complete as many details as you can to help inform the
technician. The more they know about the issue, the more
likely they will be able to fix it quickly.
2. Select the Loca�on >
To help you accurately indicate where the issue is, you can
select a loca�on area and then a specific loca�on from the
drill-down op�ons that appear. You can also add more
informa�on in the Loca�on Details field further down the
form to help the technician respond to your request.
Repor�ng an Issue with smartREQUEST
< 1. Open smartREQUEST
Go to the smartREQUEST form in your phone or
tablet browser. And click on the sharing bu�on.
4. You Will Now See an Icon >
An icon will now be placed on your device for you to
quickly launch smartREQUEST.
Similar op�ons exist with other devices. For
example, on an Android phone there is an “Add to
Home Screen” bu�on in the Chrome browser that
achieves the same outcome.
< 3. Confirm the Details
You can change the decrip�on of the shortcut here if
you wish or leave it as smartREQUEST.
Then touch “Add”
2. Add to Home Screen >
Touch the icon to the right of the address bar and
select “Add to Home Screen”.
Adding a Shortcut to your Mobile Phone
FAQs
1. What happens to my request? - Maintenance requests will be managed by the FM Hub. They will assign the job
to the First Response Team for triage. If the First Response Team are unable to resolve the issue, it will be passed
to the relevant specialist team to rec�fy the issue. Cleaning requests are sent directly to the cleaning contractor so
that they can be addressed quickly.
2. What if I want to provide feedback on smartREQUEST? - We welcome any sugges�ons or input on
smartREQUEST. A feedback form is available in the applica�on via the menu at the top right of the request form.
3. What if I want to follow up my request for an update? – To follow up on a maintenance request, you can email
the team 24/7 at: sydairfault@programmed.com.au
Go to the smartREQUEST form in your phone or
tablet browser. And click on the sharing bu�on.
4. You Will Now See an Icon >
An icon will now be placed on your device for you to
quickly launch smartREQUEST.
Similar op�ons exist with other devices. For
example, on an Android phone there is an “Add to
Home Screen” bu�on in the Chrome browser that
achieves the same outcome.
< 3. Confirm the Details
You can change the decrip�on of the shortcut here if
you wish or leave it as smartREQUEST.
Then touch “Add”
2. Add to Home Screen >
Touch the icon to the right of the address bar and
select “Add to Home Screen”.
Adding a Shortcut to your Mobile Phone
FAQs
1. What happens to my request? - Maintenance requests will be managed by the FM Hub. They will assign the job
to the First Response Team for triage. If the First Response Team are unable to resolve the issue, it will be passed
to the relevant specialist team to rec�fy the issue. Cleaning requests are sent directly to the cleaning contractor so
that they can be addressed quickly.
2. What if I want to provide feedback on smartREQUEST? - We welcome any sugges�ons or input on
smartREQUEST. A feedback form is available in the applica�on via the menu at the top right of the request form.
3. What if I want to follow up my request for an update? – To follow up on a maintenance request, you can email
the team 24/7 at: sydairfault@programmed.com.au