2018-02 - Authorised Officer Program – Improved AO technical support

31 January 2018


The purpose of this Industry Advice Notice (IAN) is to inform Authorised Officers (AOs) of new communication initiatives developed to improve AOs access to technical support.

Summary of changes and key points

Reappointment visits

Plant Export Assessors will be visiting all AOs prior to reappointment through a new initiative called the ‘Reappointment Visit’. The visit will provide you with a face-to-face opportunity to raise concerns or clarify issues with a Plant Export Assessor, in your work location, and to give and receive feedback. It is designed to support you in all elements of the AO model and improve your access to technical support. The department will not charge AOs for the reappointment visit.

Please note that reappointment visits are not an audit.


Calls to the hotline will now be answered by the Authorised Officer Program in Canberra during departmental office hours. The Authorised Officer (AO) will then be transferred to the appropriate team to assist callers with their technical questions or issues relating to the export of horticulture, seed and grain, or export documentation. AOs who call outside of office hours will be able to leave a voicemail message and will be contacted by an administrator the next business day.

The hotline number is: 1800 851 305.

Attached is the Authorised Officer Hotline Poster that provides more information. You may like to use this poster to publicise the hotline within your business.


DocumentPagesFile size
Plant Export Authorised Officer PDF 1772 KB

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Contact information

If you have any questions regarding this IAN please email the Authorised Officer Program or phone 02 6272 3736.

David Ironside
Assistant Secretary
Plant Export Operations Branch

Last reviewed: 4 November 2019
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