23 January 2025
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
- We assess and action RFPs in accordance with the department’s published service standards.
- Upcoming seasonality will result in significant workload spikes. To assist us to assess RFPs within published service standards, industry must ensure RFPs, and any relevant supporting documentation and evidence are submitted correctly. All RFPs submitted must meet importing country requirements.
- Our core business hours are 8:00am to 5:00pm AEST Monday – Friday.
- Processes are in place to support industry with authorisation requests made outside our core business hours of and where requests that are urgent/critical.
- To support industry during the upcoming seasonal peak, an extension of the urgent out of hours contact number service will be in place for period of 10 weeks, from 24 January 2025 to 30 March 2025.
- Requests for overtime require specific RFP details and must be lodged the business day prior to the requested service, by 2:00pm AEST.
- 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.
Service standards
We are currently funded and resourced to deliver services within the following client 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 95% of assessments being processed within our service standard. We are currently delivering within the service standard, 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.
We strongly advise industry to ensure RFPs are submitted correctly in the first instance, as resubmitted export documentation requests are considered new requests in relation to the service standards. Accurate and complete submissions at the initial submission stage will also streamline the process and limit delays.
Overtime requests for known RFPs requiring out of hours clearance
We understand that 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 to ensure their RFP is actioned.
While we make every effort, there is no guarantee that your requested time and date will be accommodated. The specific RFP numbers must be provided at the time of requesting the overtime request, unless an alternative arrangement is in place with us, to ensure appropriately trained and delegated staff are available.
Overtime requests must be submitted by email to Plant Exports National Documentation Hub (NDH) with “Client Query, Overtime request, Day/Date” in the subject line. Requests for overtime will be allocated in order of receipt. Seasonal peaks may impact overtime slot availability. We encourage exporters to submit their overtime requests as early as possible, but no later than 2:00pm AEST on the business day prior to the requested service
If your request is not received by the specified time, it will not be able to be accommodated.
NOTE: RFP numbers that are not included in the overtime request email will not be processed during the booked overtime slot. RFPs that require resubmission for incorrect or missing information will not be processed further than the initial assessment.
Overtime requests will be charged in accordance with 2024-25 pricing for regulatory charges. Overtime hours are aligned with the departure location identified in the RFP.
Urgent out of hours authorisation and amendment 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 service is to support urgent RFP authorisations and amendments only. Urgent request criteria include:
- RFP has been submitted in the required timeframe and there is a significant risk of the consignment missing loading time due to unexpected changes (for example, cut off for loading will occur before next period of business hours).
- RFP has been re-submitted in the required timeframe and there is a significant risk of the consignment missing loading time due to unexpected changes (for example, cut off for loading will occur before next period of business hours).
- RFP has been submitted in the required timeframe and our processing is outside of service standards (refer to the client service standards).
- RFP has been authorised for an air freight consignment, an amendment that does not require Horticulture Export Program (HEP) approval is required 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).
This service is routinely available during the following hours:
- Monday to Friday: 5:00pm – 6:30pm AEST
- Saturday: 8:00am – 12:00pm AEST
Due to an expected seasonal peak, a 10-week extension of the hours for this service will be introduced from 24 January 2025 to 30 March 2025. During this period the urgent out of hours service will be available during the following hours:
- Monday to Friday: 5:00pm – 6:30pm AEST
- Saturday, Sunday and Public Holidays: 8:00am – 4:00pm 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 in accordance with 2024-25 pricing for regulatory charges.
The out of hours service phone number is 03 8317 8310.
NOTE: If your call 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 us 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 when they are interacting with you.
Industry responsibilities
Industry and clients are 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).
Jemma Martin
Assistant Secretary
Plant Exports Branch