2024-73: Plant Exports – 2024/25 end of year closure office arrangements

11 December 2024

Purpose

This Industry Advice Notice is to advise industry stakeholders and Authorised Officers of the office arrangements for the Department of Agriculture, Fisheries and Forestry’s end of year closedown.

Summary of changes and key points

• Our Canberra offices will be closed from close of business Tuesday, 24 December 2024, reopening on Thursday, 2 January 2025.
• The general enquiry line 1800 900 090 will be available on a limited basis as follows:
  • Closed from close of business Tuesday, 24 December through to Thursday, 26 December 2024
  • Open from Friday, 27 December to Tuesday, 31 December 2024
  • Closed on Wednesday, 1 January 2025 and reopening for normal business from Thursday, 2 January 2025.
• All regional offices and major ports will be available on a limited basis as follows:
  • Closed from close of business Tuesday, 24 December through to Thursday, 26 December 2024
  • Open from Friday, 27 December to Tuesday, 31 December 2024
  • Closed on Wednesday, 1 January 2025 and reopening for normal business from Thursday, 2 January 2025.
• Inspection appointments for the period from close of business Tuesday, 24 December 2024 to Wednesday, 1 January 2025 must be requested prior to the close of business on Friday, 20 December 2024.

If you have any questions regarding the above information, please call 1800 900 090.

EXDOC and Micor

• EXDOC Plant Programs and Micor Plants inboxes will not be monitored from close of business on Tuesday, 24 December 2024 to Wednesday, 1 January 2025. Any requests received will be actioned from Thursday, 2 January 2025.
• If you require any updates or amendments to EXDOC product coding or Micor plant cases actioned prior to close of business Tuesday, 24 December 2024, please send a request within the following timeframes:
  • EXDOC coding request for plant exports must be received by close of business Friday, 13 December 2024 at EXDOC Plant Programs
  • Micor cases (amendments and new cases) for plant exports must be received by close of business Friday, 13 December 2024 at Micor Plants
  • Plant export certification enquires (not relating to EXDOC coding or Micor case updates) between Friday, 27 December 2024 and Tuesday 31, December 2024 please contact Assessment Services Group (Exports) – Plant (NDH).

If you have any questions regarding the above information, please email EXDOC Plant Programs.

Authorised Officer services and support

• The Authorised Officer Program (Canberra Office) will be closed from close of business Tuesday, 24 December 2024, reopening on Thursday, 2 January 2025.
• During this time:
  • the Plant Exports Management Systems (PEMS) inbox will be checked daily on a limited basis
    NOTE: For urgent enquires, please contact the Authorised Officer hotline on 1800 851 305.
  • the Plant Export Training inbox will not be checked and any emails received will be actioned when the office reopens on Thursday, 2 January 2025.
  • appointment and reappointment services will not be available.
• The Authorised Officer hotline (1800 851 305) will continue to operate from 6:00am–10:00pm (AEDT) on weekdays and 6:00am–6:00pm (AEDT) on weekends and public holidays, to ensure Authorised Officers are supported over the closedown period.
• Training and assessment for Authorised Officers will not be delivered between Wednesday, 25 December 2024 and Wednesday, 1 January 2025 inclusive.
• Onsite visits from the Regional Assurance Manager network will not occur between Wednesday, 25 December 2024 and Wednesday, 1 January 2025 inclusive.

If you have any questions regarding the above information, please email Plant Export Training.

Assessment Services Exports

• Assessment Services Exports will be closed on the following days:
  • Wednesday, 25 December 2024
  • Thursday, 26 December 2024
  • Wednesday, 1 January 2025.
• Assessment Services Exports will be open on the following days:
  • Friday, 27 December 2024
  • Monday, 30 December 2024
  • Tuesday, 31 December 2024.
• Our regular client service standards apply during this period, it is your obligation to submit correctly completed documents, allowing Assessment Services Exports:
  • 1 business day to process your air freight lodgement
  • 3 business days to process your sea freight lodgement.
    Note: Business days do not include weekends or public holidays.
• Clients requiring Request for Permit (RFP) authorisations and/or certificate collections on the days where our offices are closed will be required to submit an overtime request to Assessment Services Exports – Plant (NDH).
• Clients submitting overtime requests are required to use the following email subject header:
  • Client Query – OT Application; [insert day, date, time] Client: [insert client name].
• Overtime request emails for service on 25, 26, 28 and 29 December 2024 (when our offices are closed), must be sent by 11:00am (AEDT) on Monday, 23 December 2024.
• Overtime request emails for service on 1 January 2025 (when our offices are closed), must be sent by 11:00am (AEDT) on Monday, 30 December 2024.

If you have any questions regarding the above information, please email Assessment Services Exports – Plant (NDH).

Jemma Martin
Assistant Secretary
Plant Exports Branch