Client service standards

Calls to our national contact number

This standard applies if you contact us through the national contact number: 1800 900 090.

We will answer your call within 5 minutes.

Your obligations

You must be respectful and honest when talking to us.

Measure of success

80% of calls are answered within our service standard.

Online general enquiries form

This standard applies to enquiries made through our contact form.

We will:

• immediately confirm we have received your enquiry
• respond to your request within 10 business days

If we cannot fully answer your query in that time we will let you know when to expect a complete response.

Wherever possible, we will respond earlier. Some services have specific service standards. These include permits and grant applications.

Your obligations

You need to provide:

• detailed and relevant information with your enquiry
• your contact details

Measure of success

80% of requests are responded to within our service standard.

Booking by phone or email

We will confirm we have received your booking request, cancellation or amendment within 1 business day.

Your obligations

To cancel or modify your inspection or audit, you must notify us 1 business day before the booking. This does not include weekends and public holidays. For example, you must cancel a 1pm booking on a Monday no later than 1pm on a Friday.

Measure of success

95% of bookings are confirmed within our service standard.

Goods inspection at an approved premises

We will provide this service within 3 business days of confirmation of your scheduled appointment.

We may be delayed by significant short-term increases in trade activity. During these periods, we will contact you to find a mutually suitable time for your appointment.

Your obligations

You must:

• have goods ready for inspection before booking an inspection
• provide us with all associated documentation before confirming your appointment

Measure of success

95% of inspections are conducted within our service standard.

Treatments

We will provide your or your representative with treatment direction within 2 business days after an inspection.

The time we take to process your goods depends on the nature of treatment or the mandatory duration of quarantine periods.

Your obligations

If we advise you to treat your goods during an inspection, you must decide whether to proceed with the treatment.

If we don’t provide advice during an inspection, you must provide us with contact details.

Measure of success

95% of treatments are conducted within our service standard.

Non-commercial vessel inspection

• If you are arriving at a port where we have a permanent staff presence, we will provide an initial inspection within 1 business day from you advising us of your arrival.
• There may be delays during periods of increased arrivals, such as regattas.

Your obligations

You must:

• be available and have your vessel ready for inspection when we arrive
• send us all relevant documents before the inspection

Measure of success

95% of inspections to be provided within our service standard.

Import documents lodged via COLS

If we receive an urgent lodgement from you, we will process it within 1 business day.

We will process non-urgent lodgement within 2 business days of receiving it.

We may take longer to process lodgements if:

• they need policy advice
• you have provided incomplete or incorrect information
• we need more information to continue the assessment (we will notify you if this happens)

Your obligations

You may need to promptly provide extra information so we can continue assessing. This may include evidence to support your request to classify your freight as urgent.

Measure of success

80% of assessments are processed within our service standard.

Import documents lodged by email

We will process your lodgement within 3 business day of receiving it.

We may take longer to process lodgements if:

• they need policy advice
• you have provided incomplete or incorrect information
• we need more information to continue the assessment (we will notify you if this happens)

See what lodgements can be submitted and processed by email.

Your obligations

You may need to promptly provide extra information so we can continue assessing. This may include evidence to support your request to classify your freight as urgent.

Measure of success

80% of assessments are processed within our service standard.

Visiting our offices to clear imported or exported goods

We will attend to you within 30 minutes of you arriving at the office during business hours. There may be a delay during peak times in our larger offices.

You can expect to meet with one of our officers for about 15 minutes for each standard transaction.

See what lodgements can be submitted and processed by email.

We prioritise urgent and non-commercial client personal effects.

Your obligations

You may need to promptly provide extra information so we can continue assessing. This may include evidence to support your request to classify your freight as urgent.

You will need to bring valid documents with you.

Measure of success

80% of clearances are processed within our service standard.

Import permits through BICON

We will issue import permits within 20 business days of receiving payment and a completed application.

We may take longer if:

• your application needs technical assessment
• you have provided incomplete or incorrect information
• we need more information to continue the assessment (we will notify you if this happens)
• it is a novel product or has been prepared in a novel manner

Your obligations

You may need to promptly provide extra information so we can continue assessing.

Measure of success

90% of import permits are issued within our service standard.

Goods inspection at an export-registered establishment

An officer will inspect your goods within 3 business days of you requesting an appointment.

Inspection times are based on availability. We may be able to inspect your goods earlier.

Your obligations

You must provide a Notice of Intention to export when you book an inspection. You can provide either:

• an electronic Request for Permit through EXDOC
• a manual Notice of Intention (EX28)

We can only conduct an inspection at your establishment if your Request for Permit meets Micor requirements.

Measure of success

95% of inspections are provided within our service standard.

Goods inspection for air freight exports

We will inspect your goods within 24 hours of you requesting an appointment.

There may be delays during periods of increased trade activity.

Your obligations

You must lodge a Request for Permit before booking an inspection. We can only inspect your goods if the Request for Permit meets Micor requirements.

Measure of success

95% of inspections are provided within our service standard.

Goods inspection for sea freight exports

We will inspect your goods within 3 business days of you requesting an appointment.

There may be delays during periods of increased trade activity.

Your obligations

You must lodge a Request for Permit before booking an inspection. We can only inspect your goods if the Request for Permit meets Micor requirements.

Measure of success

95% of inspections are provided within our service standard.

Bulk vessels for export inspection

We will inspect your vessel within 3 business days of a confirmed appointment.

Your obligations

You must lodge a Request for Permit before booking an inspection. We can only inspect your goods if the Request for Permit meets Micor requirements.

Measure of success

95% of inspections are provided within our service standard.

Export documents

We will process your lodgement within:

• 1 business day for air freight
• 3 business days for sea freight

Your obligations

You must submit electronic (RFP) and manual templates. These must be correctly completed and include any relevant supporting documentation and evidence.

Measure of success

95% of assessments are processed within our service standard.

Applying to become a plant export authorised officer

We will assess your application within 15 business days of receiving payment and a completed application.

Your obligations

You must pay the application fee before we can process your application.

Measure of success

90% of application assessments are processed within our service standard.

Instrument of appointment for plant export authorised officers

We will provide you with an instrument of appointment within 10 business days of receiving:

• all completed training, assessment and related documents
• payment for all fees

Your obligations

You must:

• provide all training, assessment and related documents
• pay all fees

Measure of success

90% of Instruments of Appointment are issued within our service standard.

Live animal export (livestock) service standards

Introduction

Applications and documentation presented to the department are processed in accordance with the Export Control Act 2020 and the Export Control (Animals) Rules 2021.

We will work with applicants to ensure our service targets are met wherever possible. If your application or documentation is incomplete or incorrect, we will contact you for more information.

Outcomes for some applications may be delayed while importing country requirements are negotiated or clarified, or as we prioritise urgent work. During periods of increased export trade activity, there may be a delay in making a decision on your application. In these circumstances we will keep you informed of the status of your application.

Information on how to apply, renew or vary an application is available via our exporting livestock webpage. You can also refer to our website for information relating to ESCAS reporting and notifiable mortality incident investigations.

Measuring against the service standards

When assessing your application, we may write to you and request further information.

While this information is being provided, we will pause the clock we use to measure against the relevant standard, and recommence it once the requested information is received, or on the date specified in the request. Where an applicant does not respond to a request for information within the specified timeframe, the relevant standard will not be applied.

For the purposes of these standards, we start counting the number of days on the first business or calendar day after the relevant application is received (as specified in the standard). A business day is 6.30 am to 6.30 pm Monday to Friday (excluding national or local public holidays) in the departmental office where the assessment is to be undertaken.

The department may adjust how it reports against a standard where the sample size is less than 10. For example, we may report that 3 out of 4 NOIs for small and infrequent exporters were processed within our service target – rather than reporting a figure of 75%.

Livestock export licence

If you apply:

• for a new livestock export licence
• to renew a livestock export licence
• to vary any aspect of a livestock export licence

we will make a decision on your application within 55 calendar days of the application being received.

Service target

90% of applications relating to livestock export licences are processed within our service standard.

Registered Establishments

If you apply:

• to register an establishment
• to renew the registration of an establishment
• to vary any aspect of the registration of an establishment

we will make a decision on your application within 55 calendar days of the application being received.

Service target

90% of applications relating to registered establishments are processed within our service standard.

Accredited Veterinarians (AAVs)

If you apply:

• to accredit a veterinarian
• to renew the accreditation of a veterinarian
• to make a variation in relation to the accreditation of a veterinarian

we will make a decision on your application within 30 calendar days of the application being received.

Service target

90% of applications relating to accredited veterinarians are processed within our service standard.

Approved arrangements (AAs) for licensed exporters – new or renewal

If you apply:

• to have a proposed arrangement approved
• to renew an approved arrangement

we will make a decision on your application within 55 calendar days of the application being received.

Service target

90% of applications relating to approved arrangements for licensed exporters are processed within our service standard.

Approved arrangements (AAs) for licensed exporters – variation

If you apply:

• to vary any aspect of an approved arrangement

where applications involve 5 or less standard export plans (SEPs), we will make a decision on your application within 30 calendar days of the application being received.

Where applications involve more than 5 SEPs, we will make a decision on your application within 55 calendar days of the application being received.

Service target

90% of applications relating to approved arrangements for licensed exporters are processed within our service standard.

Approved Export Program (AEP) – new

If you apply:

• to have a proposed program of export operations approved

we will make a decision on your application within 55 calendar days of the application being received.

Service target

90% of applications relating to AEPs are processed within our service standard.

Approved Export Program (AEP) – variation

If you apply:

• to vary an AEP

we will make a decision on your application within 30 calendar days of the application being received.

Service target

90% of applications relating to AEPs are processed within our service standard.

Approved arrangements (AA) for Exporter Supply Chain Assurance Operations (ESCAO) – new, renewal or variation

If you apply:

• to have a proposed ESCAO arrangement approved
• to renew an ESCAO approved arrangement
• to vary any aspect of an ESCAO approved arrangement

we will make a decision on your application within 120 calendar days of the application being received.

Service target

90% of applications relating to approved arrangements (ESCAO) are processed within our service standard.

Exporter Supply Chain Assurance System (ESCAS)

If you apply:

• to have a proposed ESCAS approved
• to vary any aspect of an approved ESCAS

we will make a decision on your application within 10 business days of the application being received.

Service target

90% of applications relating to the ESCAS are processed within our service standard.

Notice of Intention to export (NOI) - for exporters who hold an AA

For an NOI to be taken as given, it must be given in accordance with the timings as outlined in section 8-3 of the Export Control (Animals) Rules 2021, and must comply with the requirements in section 243 (1) of the Export Control Act 2020.

If you hold an AA relevant to an NOI, and you:

• give an NOI, or
• give additional or corrected information relating to an NOI

we will make a decision on the NOI (or updated NOI) within 3 business days of the NOI being given.

For air consignments where approval of a premises for pre‑export quarantine or isolation is required, we will make a decision on whether to approve, or to refuse to approve, the NOI (or updated NOI) within 10 business days of the NOI being given.

If your NOI is approved, and circumstances change in relation to the consignment and you:

• vary the NOI, or
• give a new NOI

we will make a decision on the varied or new NOI within 3 business days of the varied or new NOI being given.

Service target

95% of NOIs are processed within our service standard.

Notice of Intention to export (NOI) – for small and infrequent exporters

For an NOI to be taken as given, it must be given in accordance with the timings as outlined in section 8-3 of the Export Control (Animals) Rules 2021, and must comply with the requirements in section 243 (1) of the Export Control Act 2020.

If you hold an exemption to having an AA relevant to an NOI, and you:

• give an NOI, or
• give additional or corrected information relating to an NOI

we will make a decision on the NOI (or updated NOI) within 10 business days of the NOI being given.

If your NOI is approved, and circumstances change in relation to the consignment and you:

• vary the NOI, or
• give a new NOI

we will make a decision on the varied or new NOI within 3 business days of the varied or new NOI being given.

Service target

95% of NOIs are processed within our service standard.

Inspection of livestock, premises or registered establishments

If:

• you request an appointment for an inspection at least 3 business days prior to the requested inspection date, and
• you can ensure all pre-inspection requirements relating to the inspection will be met (including making the AEPHC application for livestock final inspection if required), and
• you can ensure the inspection area will be well lit, or the inspection will be undertaken during the day-time period from one hour after sunrise to one hour before sunset

we will attend the appointment at a time and date agreed between the department and the relevant parties.

If a pre-arranged booking or appointment is cancelled or rescheduled with less than one business days’ notice, charges will apply.

Service target

95% of inspections are conducted within our service standard.

Export Permit and Health Certificate

If:

• you apply for an Export Permit and Health Certificate (sea or air), and
• the application and supporting documentation is complete and accurate, and
• you allow at least 6 hours of document assessment time (or at least 12 hours for applications requiring full document assessment) within the ordinary hours* of duty

we will make a decision on whether to issue, or refuse to issue, an Export Permit and Health Certificate prior to the scheduled departure of the vessel/aircraft.

If the decision to issue is made, the Export Permit and Health Certificate will be issued prior to the scheduled departure of the vessel or aircraft, at an appointment time agreed between the department and the exporter.

*The department’s ordinary hours of duty are weekdays between 6.30 am and 6.30 pm local time, excluding departmental holidays. In accordance with the department’s charging guidelines, regulated entities requiring services outside the ordinary hours of duty will incur an additional fee.

Service target

95% of applications for Export Permit and Health Certificate are processed within our service standard.