Client service standards

​​​​​​At the Department of Agriculture and Water Resources we are committed to improving our service delivery to better meet our clients’ needs.

Our client service standards have been developed to ensure we are meeting client expectations and are delivering our services within agreed time frames.

The standards outlined here describe how our clients can expect requests for information or services to be progressed by the department. These include:

  • requests for general information
  • import-specific services
  • export-specific services
  • livestock export-specific services

They also set out what is expected of our clients.

We are committed to providing quality services and regularly reviewing our service standards. Our client contact performance report provides a quarterly update of how we are performing against these standards.

Standards for our client contact services

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Correspondence by phone

Our service standard: For calls received through the national contact number we will answer your call within 5 minutes.

This standard applies to clients contacting the department through the national contact number: 1800 900 090.

Our servicetarget: 80% of calls to be answered within our service standard.

Correspondence by online forms

Our service standard:

  • For general enquiries received through the department’s online contact form we will provide immediate confirmation of receipt and respond to your request within 10 business days of receipt.
  • If we cannot fully answer your query in that time we will advise you of when a complete response can be expected.
  • Wherever possible, we will respond earlier. For some services, such as permit and grant applications, specific service standards may exist.

Your client obligations: You need to provide detailed and relevant information with your enquiry. Appropriate contact details should be included to ensure the department can follow up in cases where additional information is required.

Our service target: 80% of requests to be responded to within our service standard.

Bookings by phone/email

Our service standard: We will confirm your booking request, cancellation or amendment within 1 business day of receipt.

Your client obligations: You must give 1 business day’s notice to cancel or modify a booked inspection or audit, not including weekends and public holidays. For example, a 1 pm booking on a Monday must be cancelled no later than 1 pm on a Friday.

Our servicetarget: 95% of bookings to be confirmed within our service standard.

Standards for our import services

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Inspection of goods at an approved premises

Our service standard:

  • We will provide this service within 3 business days of confirmation of your scheduled appointment.
  • During periods of significant short-term increases in trade activity, there may be delays. If this is the case, we will consult you to agree on a mutually suitable time for your appointment.

Your client obligations:

  • You are required to have goods ready for inspection prior to requesting a booking.
  • All associated documentation must be provided prior to confirmation of your appointment.

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

Treatments

Our service standard:

  • We will provide you or your representative with treatment direction within 2 business days following an inspection.
  • The time taken for processing your goods is dependent on the nature of treatment or the mandatory duration of quarantine periods.

Your client obligations:

  • Where treatment direction is given at the time of inspection, you must decide whether to proceed with the treatment.
  • Where treatment direction is not given at the time of inspection, you must provide appropriate contact details for follow-up.

Our service target: 95% of treatments to be processed within our service standard.

Inspection of non-commercial vessels

Our service standard:

  • On arrival at a port at which the department has a permanent staff presence, we will aim to provide an initial inspection within 1 business day from you advising the department of your arrival.
  • In periods of increased arrivals, such as regattas, the time to attend an inspection may be slightly longer.

Your client obligations: You must be available and have your vessel ready for inspection upon arrival. All associated documentation is to be provided prior to inspection.

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

Assess/issue import documentation lodged via COLS

Our service standard:

  • We will process your lodgement within 1 business day of receipt for urgent items.
  • Non-urgent items will be processed within 2 business days of receipt.
  • Lodgement processing may take longer if:
    • they require policy advice
    • incomplete or incorrect information is provided
    • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers).

Your client obligations: You may be required to promptly provide additional information to continue the assessment, including evidence to support urgent freight lodgement classification.

  • Our service target: 80% of assessments to be processed within our service standard.

Assess/issue import documentation lodged via email

Our service standard:

  • We will process your lodgement within 3 business day of receipt.
  • Lodgement processing may take longer if:
    • they require policy advice
    • incomplete or incorrect information is provided
    • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers).

Email lodgement is to be used only for items listed as per industry notice 20-2016.

Your client obligations: You may be required to promptly provide additional information to continue the assessment, including evidence to support urgent freight lodgement classification.

Our service target: 80% of assessments to be processed within our service standard.

Attendance in-office for clearing of imported or exported goods

Our service standard:

  • We aim to attend to you within 30 minutes of you arriving at the office.
  • During peak periods throughout a business day and when there are significant short-term increases in trade activity, there may be delays in our larger offices.
  • You can expect to spend about 15 minutes with a departmental officer for each standard transaction that is accompanied by valid documentation.
  • Urgent and non-commercial client personal effects will be considered higher priority.

Your client obligations: You may be required to promptly provide additional information to continue the assessment, including evidence to support urgent freight lodgement classification.

Our service target: 80% of clearances to be attended within our service standard.

Import permits—applications using BICON

Our service standard:

We will issue import permits within 20 business days of completed applications being received and paid for in full.

  • Applications may take longer if:
    • they require technical assessment
    • incomplete or incorrect information is provided by the applicant
    • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers)
    • it is a novel product or has been prepared in a novel manner.

Your client obligations: You may be required to promptly provide additional information to continue the assessment.

Our service target: 90% of import permits to be issued within our service standard.

Standards for our export services

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Inspection of goods at an export-registered establishment

Our service standard:

  • We will aim to provide an officer to inspect goods at an export-registered establishment within 3 business days of your request for an appointment.
  • Inspection times are based on availability so we may be able to provide the service within a shorter timeframe.

Your client obligations: You must provide a Notice of Intention to export at the time of booking the inspection. This can be in the form of either an electronic Request for Permit (EXDOC) or manual Notice of Intention (EX28). Inspection can only be performed if the Request for Permit conforms to the MICOR requirements.

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

Inspection of goods for air freight exports

Our service standard:

  • We will aim to provide an inspection for goods exported by air freight within 24 hours of your request for an appointment.
  • During periods of increased trade activity, there may be delays in meeting your requested inspection time.

Your client obligations: You must lodge a Request for Permit prior to booking an inspection. Inspections can only be performed if the Request for Permit conforms to the MICOR requirements.

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

Inspection of goods for sea freight exports

Our service standard:

  • We will aim to provide an inspection for goods exported by sea freight within 3 business days of your request for an appointment.
  • During periods of increased trade activity, there may be delays in meeting your requested inspection time.

Your client obligations: You must lodge a Request for Permit prior to booking an inspection. Inspections can only be performed if the Request for Permit conforms to the MICOR requirements.

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

Inspection of bulk vessels for export

Our service standard:We will aim to provide a physical inspection within 3 business days of a confirmed appointment.
Your client obligations: You must lodge a Request for Permit prior to booking an inspection. Inspection can only be performed if the Request for Permit conforms to the MICOR requirements.

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

Assess/issue export documentation

Our service standard:

  • We will process your lodgement within 1 business day for air freight.
  • We will process your lodgement within 3 business days for sea freight.

Your client obligations: You are required to submit correctly completed electronic (RFP) and/or manual templates, including any relevant supporting documentation and evidence.

Our service target: 95% of assessments to be processed within our service standard.

Plant export authorised officer application—application assessment

Our service standard: When an application is received and the application fee has been paid, we will aim to assess your application within 15 business days.

Your client obligations: You must pay the application fee before an application can be processed. The provision of complete and correct information will reduce processing time.

Our service target: 90% of application assessments to be processed within our service standard.

Plant export authorised officer application—Deed of Obligations

Our service standard: When an assessment tool that has a competent result is received, we will require a further 10 business days to process a Deed of Obligations.

Our service target: 90% of requests to be processed within our service standard.

Plant export authorised officer application—Instrument of Appointment

Our service standard: When all training, assessment and further documentation have been completed and all fees have been paid, we will require a further 10 business days to provide the Instrument of Appointment.

Your client obligations: You must complete and return the Deed of Obligations and pay the appointment fee before an Instrument of Appointment can be prepared.

Our service target: 90% of Instruments of Appointment to be issued within our service standard.

Standards for our Live Animal Export Services

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Contact details and operational enquiries

National Office
Live Animal Exports program
Department of Agriculture and Water Resources​
GPO Box 858
Canberra ACT 2601
Phone: 02 6272 4581
Email: Live Animal Exports

Operational enquiries

All livestock operational enquiries should be directed to the regional contacts as listed. Applications and supporting documentation to export livestock must be lodged on TRACE. All other livestock applications should be sent to Live Stock Exports.

Regional contact details

Perth Office
Phone: 08 9334 1555
Email: Live Animals WA

Northern Region (Darwin) Office
Phone: 1800 900 090
Email: animalexpnoint

Cairns Office
Phone: 1800 900 090
Email: animalexpnoiqld

Adelaide Office
Phone: 08 8201 6000
Email: animalexpnoisa

South East (Melbourne) Office
Phone: 03 8308 5070
Email: South East Animal

Central East (Sydney) Office
Phone: 02 8334 7434
Email: ceranimalexports

North East (Brisbane) Office
Phone: 07 3246 8731
Email: animalsqld

NOTE: During periods of increased export trade activity, there may be delays in meeting assessment times. LAE will notify you if and when this occurs.

*Timeframe does not include time taken for applicant to provide more information.

Inspection of livestock at an export registered premise, approved premise, airside or vessel

Our service standard:

We will:

  • service an appointment made three business days prior to the required inspection.
  • undertake inspections only in areas which are well lit.

Fees may apply for changing or cancelling an appointment/inspection as per the current charging guidelines.

Wherever reasonable, we will seek to accommodate bookings and changes made inside the three business days period however we cannot guarantee that we will be able to service this request.

Your client obligations:

You must:

  • make an appointment for livestock inspection at least three business days prior to the required inspection.
  • ensure that the inspection location for the inspection is well lit. For external areas without sufficient artificial lighting, ‘well lit’ is defined as the period from one hour after sunrise to one hour before sunset.
  • change or cancel an appointment for a livestock inspection at least 24 hours prior to the inspection appointment time.

Our servicetarget: 95% inspections provided within standard.

Assess/issue export documentation

Our service standard:

We will:

  • assess documents during standard hours of service (6.30am-6.30pm).
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Your client obligations:

You must:

  • provide complete, accurate and legible documents for the department to assess your consignment.
  • Lodge documents on TRACE.
  • Allow at least six hours of assessment time within the hours of service (6.30am – 6.30pm) between the time that you submit your documents on TRACE and when you request a permit or certificate to be issued.

Our service target: 95% processed within standard.

Application for (or renewal of) an export licence or variation of an export licence

Our service standard:

We will:

  • assess and make a decision on the application within 40 business days* of receipt.
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Wherever possible, we will respond earlier, however the complexity of the application and the volume of applications being processed will have an effect on processing time.

Your client obligations:

You will:

  • provide an Export Licence application, variation or renewal that is complete and accurate.
  • pay the relevant fee with the application.
  • provide the application with sufficient notice to allow the department to process it within the normal period.
  • respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Registration or renewal of registered premises

Our service standard:

We will:

  • assess and make a decision on the application within 40 business days* of receipt.
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Wherever possible, we will respond earlier, however the complexity of the application and the volume of applications being processed will have an effect on processing time.

Your client obligations:

You must:

  • provide a Registered Premises application, variation or renewal that is complete and accurate.
  • pay the relevant fee with the application.
  • provide the application with sufficient notice to allow the department to process it within the normal period.
  • respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Registration of an Australian Government Accredited Veterinarians (AAVs) for livestock export

Our service standard:

We will:

  • assess and make a decision on the application within 10 business days* of receipt.
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Your client obligations:

You must:

  • provide an AAV application or renewal that is complete and accurate.
  • pay the relevant fee with the application.
  • provide the application with sufficient notice to allow the department to process it within the normal period.
  • respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Application for an Approved Arrangements

Our service standard:

We will:

  • assess the application, audit the business and make a decision within 40 business days* of receipt. If we do not make a decision within 60 days you have the right to appeal to the Administrative Appeals Tribunal to get a decision.
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.
  • give you least five business days notice of an audit.

Your client obligations:

You must:

  • provide an Approved Arrangement that is complete and accurate.
  • Pay the relevant fee with the application.
  • Provide the application with sufficient notice to allow the department to process it within the normal period.
  • Respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Application for a variation to an approved arrangement

Our service standard:

We will:

  • assess the application and make a decision made within 20 business days* of receipt.
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Applications for variations which include more than five Standard Export Plans will wherever possible be assessed and a decision made within 20 business days# of receipt.

However, due to the many possible variables and complexities involved, the department reserves the right to vary the time frame according to the quantity and complexity of SEPs.

If we do not make a decision within 60 days you have the right to appeal to the Administrative Appeals Tribunal to get a decision.

Your client obligations:

You must:

  • provide an approved arrangement variation that is complete and accurate.
  • pay the relevant fee with the application.
  • provide the application with sufficient notice to allow the department to process it within the normal period.
  • respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Submission of Notice of Intention (NOI) (without an approved arrangement)

Our service standard:

  • We will make a decision on the application within 10 business days* of receipt of a complete application.

Variations that require reassessment will be assessed and decided on within seven business days of receipt.

Your client obligations:

You must:

  • lodge an accurate and complete NOI on TRACE at least 10 business days prior to export or commencement of pre-export isolation.
  • respond to requests for information from the department promptly.

A NOI may be accepted within this period in exceptional circumstances. However, the department cannot guarantee servicing of this request.

Our service target: 95% processed within standard.

Submission of Notice of Intention (NOI) (with an approved arrangement)

Our service standard:

  • We will assess and approve or reject NOIs for consignments under approved arrangements within three business days* of receipt.

Your client obligations:

You must:

  • lodge an accurate and complete NOI on TRACE at least 10 business days prior to export or commencement of pre-export isolation.
  • respond to requests for information from the department promptly.

A NOI may be accepted within this period in exceptional circumstances. However, the department cannot guarantee servicing of this request.

Our service target: 95% processed within standard.

Audits

Our service standard:

  • We will give exporter’s five business days notice of an audit.
  • If the proposed date is not convenient the department will work to find an alternative date.
  • If an alternative date cannot be organised within 20 business days of the original notification the exporter’s approved arrangement may be suspended until the audit is conducted.
  • If less than 24 hours’ notice is given to cancel/reschedule an audit, a fee will apply in line with the Department’s Charging Guidelines.

Your client obligations:

You must:

  • advise the department promptly if an audit date is not convenient and organise an alternative date within 20 business days of the original notification.
  • provide all the necessary resources to allow the department to complete the scope of the audit.

Our service target: 90% processed within standard.

Exporter Supply Chain Assurance System (ESCAS) applications and variations

Our service standard:

  • We will assess and make a decision on the application within 10 business days* of receipt.

Your client obligations:

You must:

  • provide accurate and complete ESCAS applications and variations.
  • pay the relevant fee with the application.
  • provide the application with sufficient notice to allow the department to process it within the normal period.
  • respond to requests for information from the department promptly.

Our service target: 90% processed within standard.

Fees

Our service standard:

  • We will bill you accurately and within 20 days of a provided service.
  • We will explain how we calculated the bill.

Your client obligations:

  • You must pay your account within 28 days.
  • Promptly contact the department if you are unable to pay your account on time.

Our service target: 90% processed within standard.

Assess 3rd Party Reported Non Conformances

Our service standard:

We will:

  • assess and make a decision on a reported non-compliance within
    • three months if it involves a single compliance issue for one exporter.
    • six months if it involves multiple issues or exporters.
  • provide exporters against whom an allegation has been made with details of the allegation and provide 28 days for the exporter to investigate and respond.
  • advise exporters as soon as practical if there is missing, incomplete or incorrect information.
  • advise exporters as soon as practical of regulatory action/s to be applied as the result of an assessment.

Your client obligations:

You must:

  • take every effort to investigate the circumstances of the allegation.
  • promptly respond to requests from the department with accurate and complete information. Where a full investigation may take longer than the department’s timeframe provide us with what information you can and advise us when a complete response can be expected.
  • acknowledge non-compliance where it has occurred.
  • identify, implement and review corrective actions in a timely manner.

Our service target: 90% processed within standard.

Assess Self-Reported Non Conformances

Our service standard:

We will:

  • assess and make a decision on a reported non-compliance within three months.
  • advise exporters as soon as practical if there is missing, incomplete or incorrect information.
  • advise exporters as soon as practical of regulatory action/s to be applied as the result of an assessment.

Your client obligations:

You must:

  • make every effort to investigate the circumstances of the allegation.
  • promptly respond to requests from the department with accurate and complete information.
  • identify and implement corrective actions in a timely manner.

Our service target: 90% processed within standard.

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