28 September 2023
Purpose
This Industry Advice Notice (IAN) is to clarify departmental processes for authorisation of plant and plant product Requests for Permit (RFP), including requirements for out of hours authorisations and urgent/critical requests.
Summary of changes and key points
- The department assesses and actions RFPs in accordance with the department’s published service standards.
- Processes are in place to support industry with authorisation requests outside our core business hours of 8am to 5pm EST Monday – Friday, and requests that are urgent/critical.
- We have a zero-tolerance approach to aggressive, threatening or inappropriate behaviour toward staff or clients. This includes interactions in person or by other communication methods such as phone, email and/or text.
Background
The department is responsible for the assessment and authorisation of plant and plant product RFPs. The department is committed to actioning requests within our funding and associated published service standards. Seasonality within some plant and plant product commodities results in significant workload spikes throughout the year. Some staff within our Assessment Service Exports team have recently experienced instances of unacceptable behaviour. This has occurred in person and through phone/email communication interactions.
Service standards
The department is currently funded and resourced to deliver services within the following service standards. For export documentation requests, we will process your lodgement within:
- 1 business day for air freight
- 3 business days for sea freight
Our measure of success is that 95% of assessments are processed within our service standard. The department is currently within service with over 95% of assessments being processed within 1 business day for air freight and 3 business days for sea freight.
Industry obligations as part of this service standard are that you must submit electronic (RFP) and manual templates that are correctly completed and include any relevant supporting documentation and evidence.
Overtime requests for known RFPs requiring out of hours clearance
We understand that some commodities have tight turnaround times due to packing timeframes, flight schedules etc. Clients who require authorisation of RFPs outside of service standards, core business hours, weekends or public holidays can submit an overtime request to ensure their RFP is actioned.
These requests must be submitted to Plant Exports NDH (including “Client Query, Overtime request” in the subject line) by 2pm (AEST) on the business day prior to the requested service. If your request is not received by the specified time, your request may not be actioned.
Overtime requests will be charged in line with the department’s charging guidelines.
Urgent out of hours authorisation requests
As part of the department’s ongoing efforts to improve the service provided to our export clients, an out of hours contact number was implemented last year. This out of hours on-call service is to support urgent RFP authorisations. Urgent requests may include:
- RFP has been submitted in the required timeframe and there is a significant risk of the consignment missing loading time (i.e. cut off for loading will occur before next period of business hours)
- RFP has been re-submitted and there is a significant risk of the consignment missing loading time (i.e. cut off for loading will occur before next period of business hours)
- RFP has been submitted in the required timeframes and is outside of service standards (Refer to the department’s current client service standards).
This service is available during the following hours:
- Monday – Friday: 5.00pm – 6.30pm (AEST)
- Saturday: 8.00am – 12.00pm (AEST)
Clients are reminded that calling this number does not guarantee a request will be actioned and where appropriate, booked overtime should be used in the first instance for out of hours authorisation.
All requests triaged through this service for immediate action will be charged overtime fees in line with the department’s charging guidelines.
The out of hours service phone number is 03 8317 8310.
Please note: If you call this number and it is not answered it is probable the on-call officer is attending to another urgent request. It is critical you leave a message with your name and phone number for the officer to be able to call you back. The number you called from does not display, therefore the officer will not be able to call you back unless you leave a number.
Expectations of behaviour
We are committed to the mental and physical health and safety of our people, our visitors and others who work for us and with us. We have a zero-tolerance approach to aggressive, threatening and/or inappropriate behaviour towards our staff, clients or visitors.
All interactions with staff, clients or visitors, whether in person or by other communication methods (for example phone, email, text) must be in accordance with a standard of acceptable behaviour (that is, courteous, professional and respectful). It is our expectation that departmental staff also abide by these standards.
Stakeholder responsibilities
All stakeholders are asked to review the above information and ensure they are aware of their responsibilities.
Contact information
If you have any questions regarding this IAN, please email Plant Exports NDH.
Rossana Carr
Acting Assistant Secretary
Plant Export Operations Branch