PEQ reservations questions and answers

You can manage your entire post entry quarantine reservation, from initially requesting a reservation at our PEQ facility in Mickleham, Victoria, through to the release of your animal or plant when it completes quarantine.

Specifically, you can:

• request PEQ reservations for cats, dogs and plants
• modify or cancel a reservation
• check on the status of your reservation
• pay for PEQ services
• submit additional information and supporting documents for your reservation
• request authorisation for third-party access
• nominate who will receive email notifications
• as your reservation progresses
• about your animal or plant during its stay

PEQ staff will assess your application to ensure it meets quarantine criteria and that space is available to accommodate your animal or plant at the requested time. Once assessed, you will receive an email informing you of the outcome, and may proceed to the next stage.

T o initiate your cat or dog reservation, you will need:

• a valid import permit number
• details about the animal, such as breed, age, size
• the anticipated arrival date of the animal
• an Australian address and contact details
• an accepted method of payment
• PDF or image of any additional documents required for the reservation e.g. documents from your veterinarian detailing special dietary or medical requirements.

If you do not have an Australian address or other contact details consider employing the services of an Australian import agent or broker.

The next stage, confirming your reservation, requires your flight details into Melbourne airport and your Air Waybill number. You will need to pay for services provided during the minimum quarantine stay. Once this information is processed, you will receive an email confirming your reservation. You must confirm your reservation no later than seven days before th​e animal or plant is due to arrive in quarantine.

To initiate your plant reservation, you will need:

• details about the plant, including species and size
• the anticipated arrival date of the plant
• an Australian address and contact details
• an accepted method of payment
• PDF or image of any additional documents required for the reservation

Payments can be made online using credit cards (VISA, Mastercard and American Express), electronic funds transfer (EFT) and BPAY.

If you do not have access to an accepted method of payment you may need to employ the services of a professional agent who can take payment in your local currency and pay for PEQ services in Australian dollars.

If you have any other payment questions about how to pay, email PEQ services or phone 1800 900 090 or +61 3 8318 6700 from outside Australia.

The following email notifications will let you know when action or information is required to progress the reservation :

• your initial reservation request is submitted
• PEQ staff have assessed your reservation request
• your reservation is confirmed
• two weeks prior to your reservation, giving you an opportunity to confirm or change details
• PEQ staff propose a release appointment date
• your release appointment is confirmed
• your animal or plant is released from quarantine.
  

You will receive routine notifications about animal or plant when:

• it arrives at the PEQ facility
• PEQ staff complete the initial quarantine checks
• your animal or plant complies or does not comply with biosecurity requirements.

You will also receive alerts if:

• your animal needs medical attention
• anything changes that requires you to make a decision, e.g. length of quarantine is extended.

Notifications and alerts will be delivered by email. If emergency medical attention is required PEQ staff will attempt to contact you by phone.

After successfully initiating a reservation you will be issued a reference number that is used in conjunction with your registered email address to log in and confirm, check, update or cancel your reservation.

After your reservation is confirmed, you will no longer be able to change its date using the website. Department staff may be able to change the date, but you will need to email PEQ services or phone 1800 900 090 or +61 3 8318 6700 from outside Australia.

If you lose your PEQ Reference Number (PRN) and can’t find it in any emails, you will need to email PEQ services or phone 1800 900 090 or +61 3 8318 6700 from outside Australia.

You will need to verify your identity to receive the reference number.

No. Details are not saved in the reservation system database until after you have submitted payment details and received your PEQ Reservation Number.

If your animal no longer has special dietary or medical requirements or you cannot get documents from your veterinarian explaining those requirements, PEQ staff will need to manually adjust your reservation. Please email PEQ services or phone 1800 900 090 or +61 3 8318 6700 from outside Australia.

Making your reservation online is the quickest and easiest way to arrange your post entry quarantine reservation. If for some reason you are unable to complete the online reservation, you will need to email PEQ services or phone 1800 900 090 or +61 3 8318 6700 from outside Australia.

In addition to these FAQs, you will encounter inline help as you work through the reservation including:

• help text that displays as you hover your mouse pointer or work on some fields
• information boxes that explain some PEQ requirements and concepts

If you encounter an issue not covered by these resources, please phone 1800 900 090 or +61 3 8318 6700 from outside Australia.