7 April 2026
Purpose
To reaffirm the department’s RFP assessment services, including standard timeframes, the horticulture fast‑track trial, overtime arrangements, out‑of‑hours contact options, and industry responsibilities.
Summary
The department provides export assessment and certification services under the Export Control Act 2020 (Act) and published service standards. Exporters must ensure RFPs are complete, accurate, in the approved format, and lodged within appropriate timeframes.
We ask exporters to take into consideration that while overtime and urgent out‑of‑hours assistance may be requested when seeking service out of hours, service is not guaranteed and should not be relied on where lodgement and processing timeframes cannot be met.
Service standards
To comply with the Act and departmental requirements, RFPs must be submitted in the approved format, contain true and correct information, and include any relevant supporting documentation and evidence. Non‑compliant RFPs may be rejected under the Act.
Published service standards apply once RFPs are submitted complete and correct. The department provides government to government certification where required by importing countries. Incomplete or incorrect RFPs may delay assessment and may not be assessed within published timeframes.
The department’s standard service timeframes are:
- Air freight consignments: RFPs will be processed within 1 business day.
- Sea freight consignments: RFPs will be processed within 3 business days.
We are currently delivering within these service standards, with over 95% of assessments being processed within specified timeframes.
Out of hours contact number
If circumstances beyond your control put a consignment at risk of missing the cut‑off, you may contact our urgent out‑of‑hours service, which normally operates during the following hours:
- Monday to Friday: 5:00 pm to 6:30 pm AEST (6:00 pm to 7:30 pm AEDT)
- Saturday, Sunday and public holidays: 7:00 am to 5:00 pm AEST (8:00 am to 6:00 pm AEDT)
Note: This service should not be used to manage foreseeable late orders; requesting service after hours (including weekends) carries a risk that assessment services may not be available.
From Monday, 27 April, our urgent out‑of‑hours support will revert to the non‑peak service arrangements:
- Monday to Friday: 5:00 pm to 6:30 pm AEST
- Saturday: 7:00 am to 12:00 pm AEST
To request urgent assistance, call 03 8317 8310 during these hours. If your call is not answered, please leave a voicemail with your name and contact number. Please note that charges (i.e. overtime) may apply and action cannot be guaranteed.
Horticulture – Fast-track trial
To address industry feedback that standard timeframes do not meet some horticulture export needs, the department is running a time‑limited fast‑track trial for eligible consignments. The trial operates until 24 April 2026, 5:30 am to 5:30 pm AEST (6:30 am to 6:30 pm AEDT), Monday to Friday.
Note: Outside of these fast-track trial operating hours, exporters must request booked overtime (see below).
The trial covers horticulture commodities, including stone fruit, table grapes, strawberries, mangoes, carrots, potatoes and onions, where the exporter clearly identifies at the time of submission that the RFP requires fast tracking.
The fast‑track trial supplements, but does not replace, standard service arrangements, and exporters remain responsible for ensuring RFPs are complete, correct and submitted in a timely manner.
As the department is part way through the trial, data is being collected to better understand industry demand, service pressures, operational impacts and ongoing cost and feasibility.
Booked overtime for all commodity types
If an RFP must be processed outside standard operating hours of 8am to 5pm in your local time zone, exporters must request booked overtime as set out in IAN 2025-02.
Overtime requests must be submitted by email to the Plant Exports National Documentation Hub (NDH) with the subject line: Client Query – Overtime Request – RFP Number – Day/Date
Key points to note:
- Requests are allocated in order of receipt.
- Requests should be submitted as early as possible, and no later than 2:00 pm AEST on the business day prior to the requested service.
- Requested time slots are indicative only and cannot be guaranteed.
- Specific RFP numbers must be provided at the time of request. Requests with missing or duplicate RFP numbers will not be processed.
- Confirmation will be provided once arrangements are finalised. Follow‑up emails are not required.
Behaviour expectations
The mental and physical health and safety of our people, visitors and others who work for us and with us is paramount. We have a zero-tolerance for aggressive, threatening and/or inappropriate behaviour.
Interactions with staff, clients or visitors, whether in person or by other communication methods must be in accordance with a standard of acceptable behaviour. We will also abide by these standards when we are interacting with you.
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