Residential Maintenance
Services Panel
Trade Group 2
Contractor Briefing
Outline
• Your local office • Online Services
• Login screen
• Actioning a quote
• Allocation of a maintenance item
• Booking of a maintenance item • Actioning of a maintenance item
• Completion of a maintenance item
• Invoicing of a maintenance item
• Vacant properties • Contractor Management • Reporting incidents • Our customer • Expectations onsite • Communication preferences • KPIs • Contact details • Questions
Your local office
• The local DHA team will:
• Raise maintenance items
• Liaise with Defence members for best contact details
• Manage Contractor performance
• Maintenance Contact Centre (MCC):
• Raise responsive and emergency maintenance items for DHA nationally
• First point of call for all DHA Contractors 139 DHA (342)
• Our property management services include:
• Tenancy management
• Cleaning and maintenance
• Vacancy management, and
• Leasing administration
Department of Defence
Service Agreement with the Department of
Defence
We are assessed on:
• Time
• Quality of service
Online Services Portal
Overview
• DHA Contractors will be required to use the DHA Online
Services Portal for:
• Works allocation • Invoicing
• Communications
• Uploading files and completing forms/fields
• DHA Online Services Portal is available through the
internet it is also available on your smart phone or tablet.
• The following screen shots provide an overview of DHA
Online Services Portal
Maintenance Contractors page
Online Services Portal
Login Screen
Online Services Portal
demonstration
Vacant properties
• The MITM will have a lock box code number on the
order.
• Keys to the property will be in the lock box or possibly in
a locked letter box (gated complex).
• Keys must be returned to the lock box prior to securing
the house and NEVER taken off site.
• Contractors taking keys off site will be billed for a
locksmith.
• If you are unable to attend on the dates specified you
MUST advise DHA via the MCC so that we can reschedule
Contractor management
• All Contractors, their workers and subcontractors are
required to complete the DHA WHS induction course
within two months of the Contract commencement date.
• Works will be allocated to the Contractor during this
period but will cease if the course has not been completed in the allocated time.
• Compliance with WHS legislation is mandatory. • Where appropriate, a contractor is recommended to
undertake Asbestos Awareness training.
WHS
Contractor management
• During the course of the contract DHA may request WHS
related documentation or your participation in a WHS review.
• Responding to the request is mandatory and failure to
do so may lead to suspension of work orders.
WHS
Contractor management
• Visit dha.gov.au/learning
• To complete the training you, your workers and
subcontractors will need a:
• DHA Contractor ID
• Valid email address • First and last name
• Password
Reporting incidents
• All contractors must ensure that incidents are reported
to DHA as soon as possible (no later than 24 hours from the time of the incident)
• To report:
• call 139 342 follow the prompts
• submit a copy of your incident report to whs@dha.gov.au
Reporting incidents
• Once you have called DHA you may also have to contact
the WHS Regulator in your state or territory.
• If you are unsure whether the incident is notifiable to
the Regulator, please ask the DHA WHS Representative when calling 139 342.
• Once an incident is reported, DHA may require further
information within the timeframes requested.
WHS
Our customer
• The Defence member and their family are regularly
moved around the country.
• In some instances the family may not move with the
Defence member (e.g. teenagers in high school).
• DHA strives to maintain a high standard of customer
service to ensure any issues identified are addressed quickly or, where appropriate, escalated.
Contacting our customer
• DHA would prefer you tried the following:
1. Contact during business hours (9:00am to 5:00pm)
2. Contact after 5:00pm up to 7:30pm
3. Contact on weekends between 10:00am and 3:00pm
Communication preferences
Our customer
• Defence members and their families are security
conscious.
• Do NOT enter the house if an adult over 18 years is not
present.
• Be courteous and dress appropriately.
• Do NOT enter into discussions with the Defence member
or their family about DHA, DHA policies, DHA houses or make promises about getting work done for the member that is not specified on your MITM
Key Performance Indicators
• To meet Defence’s KPIs, DHA has implemented and will
manage internal KPIs.
• There are exceptions to KPIs so it is imperative you
contact the MCC if you identify a problem which may impact your ability to meet a KPI.
• Information is gathered from the Client Management
System, Regional staff and Defence members and their families which contribute to a Contractor’s performance against a KPI.
Key Performance Indicators
•
Emergency Maintenance
• Emergency Response
• Emergency Completion
•
Routine Maintenance
• Overdue for booking • Overdue for completion • Overdue for invoicing • Overdue for quote
•
Quality Performance
• Recalls
• Standard of Service and Workmanship • Complaints
Contract details
• For all enquiries your first point of call is the
Maintenance Call Centre on:
139 342
What next?
Eat, drink, talk and sign
• Please take the opportunity to ask questions and get to
know your DHA reps.
• Please read your Deed of Agreement and the terms and
conditions as it is important that you understand your requirements.
• Please don’t leave until you sign the Deed of Agreement
with one of the DHA reps and finalise any other paperwork.
Congratulations!
