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Information for Agents and Access Points host organisations
Host organisations are contracted to deliver our services through a network of over 350 Agents and 240 Access Points.
You need to know
A suitable host organisation can be a:
- government organisation
- community group or
- trading entity
Read more about the types of services Agents and Access Points provide.
You can become a host organisation by responding to an advertised Expression of Interest (EOI). We advertise all EOIs in local media or prominent locations within a community.
You should fully read and understand this information before applying to act as a host organisation.
We encourage all potential host organisations to seek professional advice and not to take these documents or other information provided by us as legal, tax or investment advice.
Our Agents and Access points general terms and conditions valid from 1 July 2016 to 30 June 2017, outline the agreement between us and a host organisation to deliver Agent or Access Point Services.
The contract terms and conditions relate specifically to your organisation.
These documents, along with the general terms and conditions, apply to us and you as the accepted host organisation.
Specified personnel are those people who will be directly providing the services agreed to in the contract for you as the host organisation. They may be:
- advisors or
- statutory office holders
All sites must have at least 2 specified personnel - 1 to deliver services and at least 1 backup in case of planned and unplanned leave.
Declaration of confidentiality
All specified personnel must read and sign a declaration of confidentiality.
- Privacy, Confidentiality/Secrecy and Security Responsibilities for Department of Human Services Agent Specified Personnel
- Privacy, Confidentiality/Secrecy and Security Responsibilities for Department of Human Services Access Point Specified Personnel
Criminal history checks
All new specified personnel at Agent sites must undertake a criminal history check. This may include existing employees of the host organisation, who have begun providing Agent services. Some specified personnel may be able to start duties while the check is being conducted.
The Entry Level Check form should be completed, witnessed and returned to us.
All costs involved in these checks will be covered by us.
Before you respond to an Expression of Interest (EOI) advertisement to become a host organisation you should read and understand:
- the Agent and Access Point Program 2015/16 General Terms and Conditions valid from 1 July 2015 to 30 June 2016
- Schedule 1 to the 2015/16 Agent Services Terms and Conditions or
- Schedule 2 to the 2015/16 Access Point Services Terms and Conditions
If you have any questions when completing your EOI please contact the officer listed in the advertisement.
As part of your response to the advertised EOI, you are required to complete the selection criteria.
Your overall response should be a maximum of 3 pages and should clearly identify how you meet all aspects of the following criteria:
- ability to provide suitable premises, including:
- a shopfront with easy access to the general public
- adequate space to cater for self service equipment and phone
- capacity to ensure a high level of customer privacy
- demonstrated ability to deliver customer focused, culturally sensitive and quality service
- demonstrated ability for staff to educate and support customers to use a digital service offer including self service
- demonstrated high profile and well respected in the community
- capacity to allow the self service equipment and phone to be available for customers to use during the operating hours of the business
- any other information you wish to provide to support your expression of interest
Work Health and Safety
All EOIs must fully disclose any actual or potential conflict of interest as stated in the Work Health and Safety Act 2011 on the Comlaw website.
We will consult with you as the successful host organisation on work health and safety issues. We will require assurances from you that specified personnel understand and are compliant with their responsibilities under the Act.
We acknowledge our responsibility, along with yours, for workers delivering Agent services.
Your EOI should be emailed to the contact officer by 5 pm on the closing date.
You must include:
- town name
- organisation name
- Australian Business Number (ABN)
- contact person and phone number
- postal address
- organisation’s email
- proposed physical address of the site
- current business operating hours
- completed selection criteria
- acknowledgement that you understand the general terms and conditions and relevant schedule for either Agent services or Access Point services
Advice of outcome
We will contact you by email to advise the outcome of your EOI.
If you are successful we will send you an invitation and offer document.
The invitation will contain:
- any agreed special terms and conditions
- pricing and payment
- other details relating specifically to your contract
You will need to read and sign the invitation and offer then return it to us. You will then receive a letter of acceptance from us.
That concludes the formal contractual process.