16 December 2025
Who does this notice affect?
Approved arrangements operators, customs brokers, importers, manned depots, and freight forwarders who are required to book and manage requests for inspections via the Biosecurity Portal.
Approved arrangements operators who will be required to view and/or update details of their Approved Arrangement via the Approve Arrangement Management Product (AAMP).
Approved arrangement operators attempting to access online reports of entries referred to the department for biosecurity assessment, or management under a class 19 Approved Arrangement, via the Biosecurity Cargo Status Tracker (BCST).
Approved arrangements operators who will be required to view electronic government certificates (eCertificates) and relevant attachments online via external verification for eCertificates (EVE) as part of document assessment for imported goods.
Information
Start time:
As of: 13:00 Friday 12 December 2025 (AEDT).
Detail:
The department’s email notification services (e.g. verifications, password resets) for some departmental systems are currently experiencing an unplanned service disruption, which is currently affecting a subset of users of the Biosecurity Portal.
As a result, current and prospective users of the Biosecurity Portal may be experiencing the following issues associated with account registration and password reset functionality:
- New/prospective users attempting account registration:Users attempting to register a Biosecurity Portal account are not receiving emails containing associated verification codes, which are required to complete the account registration process. As a result, affected users cannot complete the account registration process
- Existing users attempting password resets: Existing users may not receive associated password reset emails required to complete the password reset process
Clients who are unable to access the Biosecurity Portal as a result of this issue will also be unable to access the following systems and services:
- AAMP
- BCST
- EVE
Action
This issue is being investigated as a priority and the department will advise once resolved.
For clients attempting to register account on the Biosecurity Portal who are affected by this service disruption and requiring URGENT booking requests/amendments:
- Please contact the department on 1800 900 090 for enquires relating to your booking request.
For clients attempting to register account on the Biosecurity Portal who are affected by this service disruption and requiring NON-URGENT booking requests/amendments:
- Please await the restoration of these services before attempting to make an inspection request.
For clients attempting to reset their password:
- Please await the restoration of these services before attempting to reset your password.
The department will advise once services have been restored. The department apologises for any inconvenience caused.