8 March 2024
Purpose
This Industry Advice Notice (IAN) is to remind industry of departmental processes for authorisation of plant and plant product Requests for Permit (RFP), including requirements for out of hours authorisations and urgent/critical requests.
Summary of changes and key points
- The department assesses and actions RFPs in accordance with the department’s published service standards.
- Upcoming seasonality will result in significant workload spikes. To assist us in processing RFPs within published service standards, we request industry ensure RFPs and any relevant supporting documentation and evidence are correctly submitted, with enough time to allow for processing.
- Processes are in place to support industry with urgent/critical authorisation requests and requests outside of core business hours of 8:00 am-5:00 pm Monday – Friday.
- Requests for overtime require specific RFP details and must be lodged by 2:00 pm AEST the business day prior to the requested service.
- An 'extension of hours’ trial will take place for a period of 6 weeks, from 9 March 2024 to 19 April 2024 for the urgent out of hours contact number.
- We have a zero-tolerance approach to aggressive, threatening, or inappropriate behaviour toward staff or clients. This includes interactions in person or by other communication methods such as phone, email and/or text.
Background
We are responsible for the assessment and authorisation of plant and plant product RFPs. We are committed to actioning requests within our funding and associated published service standards.
Seasonality within some plant and plant product commodities results in significant workload spikes throughout the year. Industry can expect us to endeavour processing RFPs within published services standards during such spikes but be aware that shorter processing times may not be possible during these busy periods.
Accurate and complete submissions in the initial request will streamline the process and limit any delays experienced. We would like to remind industry that unacceptable behaviour toward the Assessment Services Exports team, whether in person or through phone/email communications, will not be tolerated.
Service standards
We are currently funded and resourced to deliver services within the following service standards. For export documentation requests, we will process your lodgement within:
- 1 business day for air freight
- 3 business days for sea freight
Our measure of success is that 95% of assessments are processed within our service standard. We are currently within service with over 95% of assessments being processed within 1 business day for air freight and 3 business days for sea freight.
Industry obligations as part of this service standard are that you must submit electronic (RFP) and manual templates that are correctly completed and include any relevant supporting documentation and evidence.
Overtime requests for known RFPs requiring out of hours clearance
We understand some commodities have tight turnaround times due to packing timeframes, flight schedules, and the like. Clients who require authorisation of RFPs outside of service standards, core business hours, weekends or public holidays can submit an overtime request, with relevant justification, to facilitate the actioning of their RFP.
There is no guarantee that your requested time and date will be accommodated. The specific RFP numbers are required to ensure appropriate staff are available and must be provided at the time of requesting the overtime, unless an alternative arrangement is in place us.
Overtime requests must be submitted to Plant Exports National Documentation Hub (NDH) (including 'Client Query, Overtime request' in the subject line) by 2:00 pm AEST on the business day prior to the requested service. If your request is not received by the specified time, your request will not be actioned.
Overtime requests will be charged in line with the our charging guidelines.
NOTE: RFP numbers not included in the overtime request email will not be processed during the booked overtime slot. Overtime hours are aligned with the departure location. RFPs that require resubmission for incorrect or missing information will not be processed further than the initial assessment. Urgent RFPs should be referred to the out of hours service number for consideration.
Urgent out of hours authorisation requests
As part of our ongoing efforts to improve the service provided to our export clients, an out of hours contact number has been implemented. This out of hours service is to support urgent RFP authorisations. Urgent requests include:
- RFP has been submitted in the required timeframe and there is a significant risk of the consignment missing loading time as a result of unexpected changes (for example, cut off for loading will occur before next period of business hours)
- RFP has been re-submitted and there is a significant risk of the consignment missing loading time (for example, cut off for loading will occur before next period of business hours)
- RFP has been submitted in the required timeframes and is outside of service standards (refer to the current client service standards).
This service is routinely available during the following hours:
- Monday – Friday: 5:00 pm – 6:30 pm AEST
- Saturday: 8:00 am – 12:00 pm AEST
Due to an expected seasonal peak, a 6-week trial of extended hours will be introduced from 9 March to 19 April 2024. During this period the urgent out of hours service will be available during the following hours:
- Monday – Friday: 5:00 pm – 6:30 pm AEST
- Saturday, Sunday and Public holidays: 8:00 am – 4:00 pm AEST
Industry is reminded that calling this number does not guarantee a request will be actioned and where appropriate, booked overtime should be used in the first instance for out of hours authorisation.
All requests triaged through this service for immediate action will be charged overtime fees in line with the charging guidelines.
The out of hours service phone number is 03 8317 8310.
Important note: If you call this number and it is not answered it is probable the on-call officer is attending to another urgent request. It is critical you leave a message with your name and phone number for the officer to be able to call you back. The number you called from does not display, therefore the officer will not be able to call you back unless you leave a number.
Expectations of behaviour
We are committed to the mental and physical health and safety of our people, our visitors and others who work for and with us. We have a zero-tolerance approach to aggressive, threatening and/or inappropriate behaviour towards our staff, clients or visitors.
All interactions with staff, clients or visitors, whether in person or by other communication methods (for example phone, email, text) must be in accordance with a standard of acceptable behaviour (that is, courteous, professional and respectful). It is our expectation that departmental staff also abide by these standards.
Industry responsibilities
All industry is asked to review the above information and ensure they are aware of their responsibilities.
Contact information
If you have any questions regarding this IAN, please email Plant Exports National Documentation Hub (NDH).
Rossana Carr
Acting Assistant Secretary
Plant Export Operations Branch