Client contact services

Correspondence by phone

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.

80% of calls to be answered within our service standard

66.4% a

Correspondence by online forms

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.

80% of requests to be responded to within our service standard

90.3%

Bookings by phone/email

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

95% of bookings to be confirmed within our service standard

83.6% a

Import services

Inspection of goods at an approved premises

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.

95% of inspections to be provided within our service standard

74.5% a

Treatments

We will provide your 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.

95% of treatments to be processed within our service standard

78.7% b

Inspection of non-commercial vessels

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.

95% of inspections to be provided within our service standard

100%

Assess/issue import documentation lodged via COLS

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).

80% of assessments to be processed within our service standard

89.2%

Assess/issue import documentation lodged via email

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.

80% of assessments to be processed within our service standard

98.9%

Attendance in-office for clearing of imported or exported goods

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.

80% of clearances to be processed within our service standard

100%

Import permits—applications using BICON

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.

90% of import permits to be issued within our service standard

84.6% a

Export services

Inspection of goods at an export-registered establishment

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.

95% of inspections to be provided within our service standard

99.2%

Inspection of goods for air freight exports

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.

95% of inspections to be provided within our service standard

99.0%

Inspection of goods for sea freight exports

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.

95% of inspections to be provided within our service standard

99.3%

Inspection of bulk vessels for export

We will aim to provide a physical inspection within 3 business days of a confirmed appointment.

95% of inspections to be provided within our service standard

100%

Assess/issue export documentation

We will process your lodgement within 1 business day for air freight.

We will process your lodgement within 3 business days for sea freight.

95% of assessments to be processed within our service standard

99.3%

Plant export authorised officer application—application assessment

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

90% of application assessments to be processed within our service standard

100% of application assessments were processed within our service standard

Plant export authorised officer application—Deed of Obligations

When an assessment tool that has a competent result is received, we will require a further 10 business days to process an invoice for the appointment fee.

90% of requests to be processed within our service standard

80% of requests were processed within our service standard.

The lower-than-expected result can generally be related to delays in the receipt of hard copy assessment tools through the mail system.

Plant export authorised officer application—Instrument of Appointment

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.

90% of Instruments of Appointment to be processed within our service standard

100% of Instruments of Appointment were processed within our service standard

Live Animal Export services

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

We will service an appointment made 3 business days prior to the required inspection.

95% inspections provided within standard.

100%

Assess/ issue export documentation

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.

95% processed within standard.

100%

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

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.

90% of applications processed within standard

96% (in 2019)

Registration or renewal of registered premises

Assess and make a decision on the application within 40 business days of receipt. c

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.

90% of applications processed within standard

100% (sample size:10)

Registration of an Australian Government Accredited Veterinarians for livestock export

Assess and make a decision on the application within 10 business days of receipt. c

Advise you as soon as practicable if there are missing, incomplete, incorrect or ineligible documents.

90% of applications processed within standard

90% (in 2019)

Application for an approved arrangement

Assess the application, audit the business and make a decision within 40 business days of receipt. c

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 5 business days’ notice of an audit.

90% of applications processed within standard

Within the last year, we have completed 3 applications for new approved arrangements.

Two were completed within 40 business days and 1 was completed in 47 business days

Application for a variation to an approved arrangement

We will assess and make a decision on the application within 20 business days of receipt. c

We will advise you as soon as practicable if there are missing, incomplete, incorrect or ineligible documents.

Applications for variations which include more than 5 Standard Export Plans will wherever possible be assessed and a decision made within 20 business days of receipt. c

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.

90% of applications processed within standard

60% of applications that have been finalised (sample size:25)

Submission of Notice of Intention (without an approved arrangement)

Make a decision on the application within 10 business days of receipt of a complete application. c

Variations that require reassessment will be assessed and decided on within 7 business days of receipt.

95% of applications processed within standard

Insufficient recording of data.

Submission of Notice of Intention (with an approved arrangement)

Assess and approve or reject Notices of Intention for consignments under approved arrangements within 3 business days of receipt. c

95% of applications processed within our service standard

Insufficient recording of data.

Exporter Supply Chain Assurance System( ESCAS) applications and variations

New ESCAS applications

10 days

18 days

ESCAS Variations

10 days

6 days

Assess 3rd Party Reported Non-Conformances d

Single compliance issue for 1 exporter e

3 months

5 months

Multiple issues or exporters e

6 months

Assess Self-Reported Non-Conformances

ESCAS Non-compliance e

3 months

2 months

Reportable Mortality Events

6 months

4 months