Commonly Asked Questions
Questions customers ask often
What time will my items arrive?
Deliveries are generally completed in the morning, and pickups in the afternoon. All jobs are usually completed by 3pm on any given day.
Unfortunately, we are unable to book an exact time with you.
What if my site is locked?
If you order a toilet with us, we also include monthly servicing and will need access to your site throughout your contract with us. We suggest you use a combination lock and provide us with the code.
If you are ordering a power pole, be aware that the power distributor will not contact you for access. You MUST use a Victorian Power Industry Lock or leave your site unlocked.
Locking your site without ensuring your contractors have access can result in wasted truck fees. If you are not sure, call us.
What happens after the the minimum hire period?
Why is fortnightly servicing of toilets not offered?
Do you do party/event hire?
What are the lead times for services?
Deliveries and pickups: 1-5 business days
Servicing and fixes: 1-3 business days
Power connection: 20 business days from installation
*These lead times are a general guide and are subject to change, please contact us for the most up to date information
What does clear access mean?
If you have requested that we attend your site, we expect there to be no obstructions on our arrival. Our trucks require at least 3 meter wide access and we need to be able to use a crane. This means no obstruction from bushes, trees, trenches, vehicles blocking access etc.
Our contractors should not be expected to call you on arrival and they should not be expected to install items on council property without clear and written instruction from you. If unsuccessful with delivery, we will charge a callout fee for the wasted time.
If you are unsure about having clear access on your site, please let us know before we attend. We are happy discuss alternative access options for unusual circumstances.
Where do you deliver?
How does charging/invoicing work?
We stop charging you hire on the day you requested pick up. That means if you call today and ask for a pick up ASAP, your charges stop today. If you request a booking in advance, we stop charging on the booking date. That means if you call today and ask for a pick up next month, your charges will stop next month.
You will receive a final invoice for the hire on return of our hire item. If loss or damage fees are incurred, these will be on a separate invoice that you will also see upon return of our hire item.
Additional invoices you may receive during your hire are if you request extra visits to site, ie. restand, fix, toilet service.
When do I pay?
For new customers, we require payment up front before delivery. This up-front payment will be applied to your first invoice. You will still receive an invoice for your records.
For everything else, if you have invoices owing, you will receive a monthly statement of your account. You are expected to pay the statement within 30 days of receiving it.
Please note that you are not expected to make payments on invoices. We suggest waiting for your statement to ensure you know what is owing and what has already been paid.
Can I have more than one connection on my property?
Who is the electricity distributor in my area?
How do I know how which pole to choose?
You will need to discuss this with an electrician who knows your site and project. We are unable to advise or make the decision for you. You must make a decision on how much power you need before you can place your order with us.
How do I know if we need to connect overhead or underground?
There are many different factors that can determine the type of connection available to your property. We are happy to discuss this with you; however, it is best to refer to the distributor for your area to ensure compliance.
Can Eagle Hire assist with group metering or CT metering?
No. Our poles can only connect to an overhead service on the street, or to an underground pit/pillar installed by the network for your property. If you need more information, it is best to speak with a licensed electrician who knows your site and your project, or the distributor for your area to ensure compliance.
Why is my pole missing power outlets?
Are there rules on where my pole can be installed?
Yes. All of the different electricity distributors are very particular on the location of any electricity that is supplying your site. You must adhere to their guidelines and if you are not aware of what they are, consult with your distributor directly. In some circumstances, you can request that a compliance officer attend your site and advise you of your options.
Can Eagle Hire help me connect my pole?
What do I do when I am finished with the pole?
NOTE: We cannot accept tentative bookings as distributors regularly amend appointments.
TIP: Sometimes, when you order a new permanent connection to the property, the temporary meter will be abolished by the retailer. It is best to let your retailer know if you have a temporary meter to be abolished at the same time as a new connection as this will save you an expensive truck visit from the distributor.
Do you know when my pole has been disconnected?
How do I know my pole has been disconnected?