Owner Tips



  • Do call our emergency service line, we treat entrapments seriously!
  • Do find out which floor the entrapment occurred and go to that floor, let the trapped passengers know that help is on the way
  • Do tell the passengers to remain calm and ensure them that they are safe
  • Do ask them to relax and sit down if they wish, tell them there are plentiful air openings in the elevator cab enclosure
  • Do have someone attend the front door of the building to meet the mechanic and assist in directing him to the proper floor without delay
  • Do stay with the passengers and keep communication lines open
  • Do advise them that depending on the time of day, it may take up to an hour for the mechanic to arrive, but that they are safe
  • Let the mechanic take charge of the entrapment once he arrives on site


  • Do not attempt to force open the doors to evacuate passengers! They are safest to remain in the elevator.
  • Do not permit the passengers to force open the doors
  • Do not attempt to open the doors or move the elevator from the machine room
  • Do not call the fire dept. unless an extreme emergency (panicked passenger, fire, or damage)
  • Do not panic yourself, stay calm
  • Do not leave the passengers unattended and without communication

In order to facilitate access to your location by our technicians, we advise that you install a lock box on the exterior of your building. The box should contain a door entry key and an elevator machine room key. Please advise of the lock box code so that we may retain a record of the information on file. Should your passengers evacuate prior to our technician arriving on site AND the elevator is running, please call us back and cancel the entrapment call.


Before you call for service

  • Confirm that there is a problem especially if the problem was reported to you from another person. This may save you unnecessary expensive service calls.
  • Check to see if the elevator has been put on service, the stop switch has been activated or the run switch turned off.
  • Check for obstructions in the car and hall doors paying particular attention to the sill grooves.
  • Be sure that there is “full” power to your building.
  • Check to see if there are any trapped passenger(s).
  • Gather as much information as possible with respect to what the problem is. The more information given to the technician the quicker they may be able to get the elevator operational.

Machine room rules

  • Access to the elevator machinery room must be restricted to trained technicians and TSSA inspectors only, due to the severe danger posed by the rotating and high voltage equipment.
  • Storage of non-elevator related material is prohibited.
  • Electronic equipment can be affected by heat and humidity causing unsafe and unreliable performance. In order to obtain consistent safe operation the machine room temperatures should not exceed 10° to 32°C with a relative humidity no higher than 80%.

Elevator Housekeeping

As the Owner or Manager it is your responsibility to oversee the daily operation of your elevator. If problems or concerns arise you must attend to them immediately.

  • Check the elevators on a regular basis for unusual operating conditions such as odd sounds, Leveling, etc. Should you discover something call immediately for service. If it is a safety issue, take the elevator out of service to avoid injury.
  • Inspect the elevator cab finishes for damage or sharp edges that may cause injury and rectify as soon as possible.
  • Ensure that the ceiling panels are properly secured.
  • Maintain proper lighting in the elevator cab.
  • Check the aluminum doorsill grooves regularly for dirt and debris. Debris in the grooves may interfere with door operation.

Fire Situations

In the event of a fire the elevators must not be used except for emergency personnel. Everyone should use the building stairwells to exit the building.

If your elevator is equipped with manual Emergency Fire Service then it can be activated by your building staff to ready the elevator for the firefighters and prevent the general public from using the elevator. Some buildings are equipped with automatic systems that turn on automatically when the alarm is activated.

If your staff is unsure of the operational procedure of the fire service ask your elevator contractor to instruct your staff on the system and its operation.

  • Client Reel