Case Study: Cold Room Failure at Gold Coast Hotel Highlights Importance of Roof Safety Compliance

Cold Room Failure at Gold Coast Hotel Highlights Importance of Roof Safety Compliance

Upscale beachfront hotel, Gold Coast, QLDSector: HospitalityIssue: Restaurant cold room failureImpact: Forced restaurant closure due to inaccessible rooftop refrigeration plant

On a busy Friday morning, the operations manager of a well-known hotel on the Gold Coast contacted Acro Refrigeration urgently. Their main cold room had failed, threatening food spoilage and immediate disruption to service. With weekend bookings in full swing, they needed an emergency repair to get the cold room operational—and their restaurant open—before the dinner rush.

The refrigeration plant was located on the rooftop, a common setup in commercial buildings where space is limited.

Upon arrival, our technician completed a site assessment and quickly discovered the issue:

“There were no compliant roof anchor points or safety railing installed.”

This meant we could not legally or safely access the roof to diagnose or repair the fault. As per WHS regulations and our company’s safety policy, working at height without compliant fall protection is prohibited.

We immediately notified the client and explained their obligations under the Work at Height Code of Practice. Without certified anchor points or guardrails, no technician—ours or anyone else’s—could lawfully access the roof to complete the repair.

The hotel’s restaurant was forced to close for the entire day, losing thousands in potential revenue and disrupting service to hotel guests.

By the time a temporary height safety solution was arranged and installed by a third-party roof safety provider, our technician was able to safely access the plant and repair the refrigeration fault.

Unfortunately, this all happened too late to save that day’s trading.

This case is a reminder that compliant roof access is not optional—it’s a legal and operational necessity.

“Had proper anchor points or guardrails been in place, the repair could have been completed within hours of the breakdown call.”

The cost of delayed compliance far outweighed the cost of a basic roof safety system.

At Acro Refrigeration, we encourage all clients—especially those in hospitality, retail, and healthcare—to:

• Ensure rooftop access complies with AS/NZS 5532 and WHS laws
• Inspect and recertify anchor points and safety systems annually
• Include roof safety in your planned maintenance and capex planning

If you’re unsure whether your site meets the required standard, we’re happy to refer you to trusted roof safety providers before your next emergency happens.

Call Acro Refrigeration  to book a site review or speak to us about Preventative Maintenance Agreements (PMAs) with built-in compliance checks.

• 📆 Book a Service Visit Now
• 📞 1300 227 600
• 📩 Get a Free Maintenance Quote

Follow us on Facebook, or LinkedIn for the latest updates on commercial refrigeration tips and industry news.

Browse more helpful insights and case studies on our Refrigeration Blog