DAWE Client Service Standards for Import Services

IFCBAA contacted the Assessment Services Group at the Department of Agriculture, Water and the Environment (the department) to obtain an update on the current Cargo Online Lodgement System (COLS) entry processing delays situation, and report the following.

The department advised that they are currently meeting the client service standard for October. The recent public holiday in most states last week set the department back a little but they are still processing at least 80% of entries within the 1 and 2 business day time frame.  Based on this service standard 20% of entries will be outside the service standards and may have a commercial and financial impact on the industry during BMSB risk season and peak shipping periods.

The department said they have been processing well within the service standards, and achieved 100% in May and June, 98% in July, 99% in August and 89% in September, and will do it’s best to continue to process within service standards

The COLS prioritises consignment lodgements based on a range of determining factors including perishable, air or sea freight and Estimated Time of Arrival (ETA). Entries lodged before the ETA will be processed based on their priority and will often escalate. Just because something is escalated doesn’t mean that it will be done immediately. Escalated items are also given a priority rating and generally, this is based on the type of commodity and its ETA. 

Client Service Standards

Below is an extract from the department’s client service standards related to import documents lodged via COLS and goods inspection.

Import documents lodged via COLS

If we receive an urgent lodgement from you, we will process it within 1 business day.

We will process non-urgent lodgement within 2 business days of receiving it.

We may take longer to process lodgements if:

• they need policy advice
• you have provided incomplete or incorrect information
• we need more information to continue the assessment (we will notify you if this happens)

Your obligations

You may need to promptly provide extra information so we can continue assessing. This may include evidence to support your request to classify your freight as urgent.

Measure of success

80% of assessments are processed within our service standard.

Goods inspection at an approved premises

We will provide this service within 3 business days of confirmation of your scheduled appointment.

We may be delayed by significant short-term increases in trade activity. During these periods, we will contact you to find a mutually suitable time for your appointment.

Your obligations
You must:

• have goods ready for inspection before booking an inspection
• provide us with all associated documentation before confirming your appointment

Measure of success

95% of inspections are conducted within our service standard.

IFCBAA Commentary

IFCBAA is of the view the current client service standards for import documents lodged via COLS and for goods inspections need a review as they do not meet the needs of our fast-moving and demanding industry. 

IFCBAA has advocated for a review in the past and will continue to advocate as our industry needs a fast and reliable service to facilitate border clearance. 

IFCBAA will be arranging a meeting with the Minister and/or Secretary to discuss the client service standards, and the need for a review to deliver an improved service in the imports program for industry.  

IFCBAA has been in contact with the Assessment Services Directors advocating for improvement to COLS entry processing time frame by the allocation of adequate resources or increase of internal processing productivity to clear up the current backlog of entries. To say the department is operating within service standards and measure success by - 80% of entries within the 1 and 2 business day time frame is no longer acceptable for the imports program who is cost recovered.

The end to end biosecurity process for the imports program is slow and needs modernisation to deliver a faster border clearance and improved interface for our members. The areas that need improvement that impact most on our members and clients are the Assessment and Inspection Services Groups.

IFCBAA encourage early lodgement of your consignments documentation and depending on your mode of transport or whether your consignment is perishable and your ETA, your consignment will take its place in the queue and be processed by the next available officer.

IFCBAA will continue to advocate for improved service delivery across the biosecurity system and will keep you informed of any further developments.

Zoran Kostadinoski
Head of Border & Biosecurity
Regional Manager VIC|TAS|SA