Information for Agents and Access Points hosts

You can help us deliver our services in rural, regional and remote areas by becoming a host. We have more than 340 Agents and 230 Access Points.

What is an Agent and Access Point

An Agent helps people in their local area do their business with us using free self service facilities.

An Access Point provides free self service facilities.

How to become a host

To be a host you need to respond to an Expression of Interest (EOI). We use these to let interested parties know when we need an Agent or Access Point.

We advertise all EOIs in:

  • local newspapers, or
  • community notice boards

A host can be a:

  • business
  • company
  • government organisation
  • community group, or
  • trading entity

Read about the types of services Agents and Access Points provide.

You should seek professional advice before responding to an EOI. Don’t take the documents or information we provide as legal, tax or investment advice.

You need to know

Before you respond to an EOI

Before you respond to an EOI, you must read and understand the:

  • general terms and conditions
  • relevant schedule, and
  • information about the specified personnel

You should contact the officer listed in the ad if you have any questions.

Agents and Access Points general terms and conditions


Information about specified personnel

These are people who work for a host. They provide the services agreed to in the contract.

  • employees
  • agents
  • contractors
  • advisors or
  • statutory office holders

All sites must have at least 2 specified personnel:

  • 1 to deliver services, and
  • 1 backup in case of planned and unplanned leave

Declaration of confidentiality

All specified personnel must read and sign the declaration. They must do this before they can start providing services. The declaration you need to complete depends on if you’re becoming an Agent or Access Point.


Access Point

Criminal history checks

All specified personnel at Agent sites must agree to a criminal history check. This includes employees who already work for you.

They need to complete the Entry Level Check form and have it witnessed. Once they do this they need to return it to us. We cover all costs involved in these checks.

Work health and safety

Specified personnel must know about and comply with their responsibilities under the Work Health and Safety Act 2011.

Read the Act on the Federal Register of Legislation website.


Respond to an EOI

As part of your EOI application, you need to complete selection criteria. Your overall response should be no more than 3 pages.

Your response should clearly show how you meet all aspects of the following criteria.

  1. Demonstrate your ability to provide a suitable premises

Your premises must:

  • be a shopfront with easy access for the general public
  • have adequate space for self service equipment and a phone, and
  • have enough room to ensure a high level of customer privacy
  1. Demonstrate your ability to deliver services

You must deliver services that are:

  • of a high standard
  • customer focused, and
  • culturally sensitive
  1. Demonstrate the ability of specified personnel to educate and support customers to use self service

This includes online services and mobile apps.

  1. Demonstrate your high profile and respect within the community
  2. Demonstrate your capacity to let customers use self service equipment and the phone during your business operating hours
  3. Provide other information that will support your EOI application

Work health and safety

You must disclose any actual or potential conflict of interest as stated in the Work Health and Safety Act 2011. You must disclose the conflict in full.

Read the Act on the Federal Register of Legislation website.

If we accept you as a host organisation, we'll talk with you about work health and safety issues.

Submit your EOI application

Email your EOI to the contact officer in the ad by 5 pm on the closing date.

Your email must include:

  • the name of your town
  • your organisation’s name
  • your Australian Business Number (ABN)
  • your contact details – name of contact, phone number, postal address and email
  • the proposed street address of the site
  • your current business operating hours
  • the completed selection criteria

You must also provide an acknowledgement that you understand:

  • the general terms and conditions, and
  • the relevant schedule for either Agent or Access Point services

The outcome of your EOI application

We'll email you to let you know the outcome of your EOI.

If you're successful, we'll send you an invitation and offer document.

The invitation includes:

  • any agreed special terms and conditions
  • pricing and payment, and
  • any other details that relate specifically to your contract

You'll need to read and sign the invitation and offer, before returning it to us.

Once we have the signed document, we’ll send you a letter of acceptance.

The letter of acceptance is the end of the formal contractual process.

Page last updated: 5 September 2018