Guide to Relocation Services Chapter DHA s relocation service Your

Guide to Relocation Services Chapter 1 DHA’s relocation service Your relocation—an overview Who helps you relocate? How Defence Housing Australia can help you How your DHA Relocation Consultant can help you How Toll Transitions can help you How the Department of Defence can help you What you need to do Relocation checklist 3 4 4 4 5 6 6 6 7 Chapter 2 Your housing entitlements Defence member categorisation Accommodation entitlements 9 10 11 Chapter 3 Finding your next home DHA homes Other housing services Pre-posting visits for families with special needs 17 18 19 19 Chapter 4 Moving to your new location Relocations for a period of six months or longer Temporary Accommodation Other allowances and entitlements Long-term storage/Overflow storage Moving out of your DHA Service Residence 21 22 27 29 30 31 Chapter 5 Moving into your new DHA home Welcome visit and condition report Electricity, gas, telephone and pay TV Fast Connect DHA cleaning standards Water restrictions Maintenance Line - 1300 366 615 Contents insurance Pets Above ground swimming pools and spas Asbestos 33 34 35 35 35 36 36 36 36 37 37 Chapter 6 Additional information Complaints and compliments 39 40 Chapter 7 Contact information 41 Guide to Relocation services / page 1 Contents Guide to Relocation Services / page 2 Guide to Relocation Services / page 3 Chapter 1 DHA’s relocation service Guide to Relocation Services / page 4 Your relocation—an overview Defence Housing Australia (DHA) provides Defence members and their families with a comprehensive relocation and housing service. How we get your family from posting A to posting B. Who helps you relocate? While the Department of Defence sets the policy in relation to the relocation of Defence members, two separate agencies – Defence Housing Australia (DHA) and Toll Transitions are appointed to provide members with a total relocation service. How Defence Housing Australia can help you Defence Housing Australia (DHA) offers a range of services to help you move to your new posting or temporary posting. > organising your relocation requirements; > finding and securing your future DHA home; > arranging for Toll Transitions to organise all your uplift and delivery requirements; > booking travel and temporary accommodation for your relocation; > your relocation housing entitlements, including Rent Allowance or Living In Accommodation; > approving and organising any long-term or short-term storage of your possessions; > arranging all your DHA housing maintenance requirements; > Rent Band Choice Housing - this provides you with a range of housing choices to suit your lifestyle; > Fast Connect - a free service for the connection or disconnection of major utilities and telecommunication services; > Defence HomeOwner - a subsidised home loan scheme for serving and former Defence members; and > DHA’s Sale and Leaseback Program. How your DHA Relocation Consultant can help you You will be appointed a DHA Relocation Consultant to help you with your relocation. Your Relocation Consultant is located in your new posting location and will be able to assist you with questions you may have about your new location and to provide you with the appropriate contacts and resources to assist with your move. Your Relocation Consultant can assist you with: > finding a home in your new posting location; > organising the date of your removal; > booking any travel and temporary accommodation (losing and gaining locations) you may need during your relocation; and > approving and organising any long-term or short-term storage requirements for furniture and effects. Guide to Relocation Services / page 5 DHA will assist you with: Guide to Relocation Services / page 6 How Toll Transitions can help you Toll Transitions is appointed by the Department of Defence to: > > > > organise for a removals company to carry out your uplift; conduct a Pre Relocation Survey (PRS), where considered necessary; physically pack/uplift/deliver/unpack your furniture and effects; and assist you with any damages claims you may have. How the Department of Defence can help you The Department of Defence can help you with: > all of your pay matters, including establishing how much rent you will pay each fortnight, annual rent increases, and any debits or credits affecting your pay; > making and managing any policy which affects your entitlements when you relocate, including removals, the effects of Fringe Benefits Tax associated with removals, and temporary and permanent housing entitlements; > determining your Conditions of Service; and > managing the contractors who provide your accommodation and relocations services, such as DHA and Toll Transitions. What you need to do To help us make your relocation as smooth as possible we ask that you: > complete your Application for Relocation (AFR) and Toll Transitions Inventory by the due date specified; > advise DHA of any special requirements you have that may affect your relocation; > prepare your DHA home for your pre-vacation inspection; > if you receive Rental Allowance (RA), advise your local Housing Management Centre (HMC) of the date you intend to vacate; > ask your local HMC about other useful services such as Fast Connect (for more information see page 35); and > familiarise yourself with relevant PACMAN chapters, to understand your relocation entitlements. The following checklist is designed to assist you during your relocation. Getting started Posting order is sent to the Defence member DHA will arrange to have a Pre-Relocation letter and/or a Relocation Pack sent to you. If you don’t receive a letter or the Pack within 21 days of receiving your posting order, please contact your local HMC Complete and return your Application for Relocation (AFR) and inventory paperwork to DHA by the due date specified, either by mail or online at DHA’s website (www.dha.gov.au) Helping you find your next home Your DHA Relocation Consultant will help you find a DHA home in your new location. Your consultant will assess and advise you of your housing entitlements based on information supplied in your AFR (for more information see page 9-15) Your consultant will give you access to HomeFind so you can start searching for your future DHA home (for more information see page 18) Your consultant will help you reserve a home (within your entitlement range) on HomeFind (for more information see page 18) Guide to Relocation Services / page 7 Relocation checklist Guide to Relocation Services / page 8 Moving to your new location Your DHA Relocation Consultant will assist you with the following aspects of your relocation. (Please note you must complete and return your AFR and relocation paperwork before DHA can organise your removal). Assessing your eligibility for housing and relocation entitlements (for more information see page 9-15) Assessing eligibility for, and booking of any temporary accommodation and travel requirements (for more information see page 27-28) Organising storage requirements for furniture and personal effects (for more information see page 30-31) Assessing eligibility for other relocation allowances you may be entitled to (for more information see page 29) Helping you arrange the time and date of your uplift Moving out of your DHA home A DHA Property Consultant will conduct a pre-vacation inspection before you move out of your DHA home (for more information see page 34) Toll Transitions will arrange to pack and move all your furniture and effects to your next home or into storage (for more information see Toll Transitions Easymove Home Guide) Get your utilities disconnected using Fast Connect (for more information see page 35) Moving into your new location A DHA Property Consultant will conduct a welcome visit (for more information see page 34) Get your utilities connected using Fast Connect (for more information see page 35) Does your home meet DHA’s cleaning standard? (for more information see page 35) Toll Transitions will arrange to deliver and unpack your furniture and effects (for more information see Toll Transitions Easymove Home Guide) Guide to Relocation Services / page 9 Chapter 2 Your housing entitlements Guide to Relocation Services / page 10 Defence member categorisation The type of housing you are entitled to will depend on your rank and your Defence categorisation. The Department of Defence approves the recognition of dependants, and where necessary, may require you to supply appropriate legal documents such as a marriage certificate. The following categories are used to determine the appropriate level of support a Defence member requires for accommodation and relocation entitlements and allowances. Member Without Dependants (MWOD) Generally a single member without dependants. Member With Dependants (MWD) A member who maintains a home for dependants and lives in the home with one or more of those dependants. The dependants must be recognised by Defence and may encompass a spouse (married or de-facto), children (under 21) or dependant parents. Member With Dependants (Unaccompanied) (MWD(U) A member who maintains a home for dependants and who is separated from those dependants for Service recognised reasons. This category recognises that members with dependants sometimes go on a posting unaccompanied by their dependants. Members considering a posting without their dependants should submit an Application for Categorisation as a Member with Dependants (Unaccompanied) to their Commanding Officer in the new location as soon as possible. Once this form has been approved by the Commanding Officer, it will need to be submitted to DHA. Changing marital or family situation Any situation that causes a change to a member’s marital or family situation should be reported immediately to the member’s Commanding Officer or Officer Commanding and your local HMC. If a member is required to relocate as a result, they should ensure that their categorisation reflects their current personal situation. Full details on housing assistance, entitlements and rates of allowances can be found in the Defence Pay and Conditions Manual (PACMAN) available on the Defence website (www.defence.gov.au/dpe/dpedet). Based on your Defence categorisation, you may be entitled to one of the following accommodation entitlements when posted to a new location: > Living In Accommodation (LIA); > Rent Allowance (RA) depending on your individual circumstances; or > a DHA home (Service Residence). Members Without Dependants (MWOD) Members Without Dependants have several accommodation options: > > > > > Living In Accommodation (LIA) Full Rent Allowance (FRA) Partial Rent Allowance (PRA) Surplus Service Residence Own home in the posting location. Living In Accommodation (LIA) Members may choose to live in or may be directed to live in by their Commanding Officer for operational or training reasons. DHA will make LIA bookings for eligible members who require this type of accommodation. LIA is separated into three messing groups: > Other Ranks > Senior Non-Commissioned Officers > Officers. These groups are then each divided into five levels of accommodation. Availability of LIA varies between Defence bases and in many areas is limited. Guide to Relocation Services / page 11 Accommodation entitlements Guide to Relocation Services / page 12 Rent Allowance (RA) Members who are not required to live in may choose to rent privately and may be entitled to receive Rent Allowance (RA). Full RA may be approved under the following criteria: > Sergeant (or equivalent), Warrant Officer Class 1 (or equivalent) and Major and above > more than five years of aggregate full-time ADF Service, irrespective of rank > where LIA is not available, or > if a member is evicted from LIA (removal entitlement exists in this situation). Partial Rent Allowance may be available to: > any member not entitled under the full RA criteria where only levels 1, 2 or 3 LIA is available. If you are considering taking RA as your accommodation entitlement you should discuss it with your DHA Relocation Consultant as early as possible. Your consultant will explain all policies and criteria in relation to RA before you make a commitment in the private rental market. You must wait for written confirmation of your rental ceiling entitlement before entering into a private rental contract. Further details on RA can be found in DHA’s Guide to Rent Allowance (ask your local HMC for a copy). Surplus Service Residences A surplus Service Residence is a DHA home that is not expected to be required for occupation by a MWD for at least 12 months. MWOD’s and MWD(U)’s who are entitled to RA and are being posted to their new location for at least six months, can also choose to occupy a surplus Service Residence depending on availability. The member contribution rate for a surplus Service Residence is the contribution rate for the classification of the Service Residence, not the member’s rank contribution. Surplus Service Residences are determined on a region-by-region basis and may not be available in all areas. Owning a suitable home in a posting location Members Without Dependants who own a suitable home in the posting locality are not eligible for LIA, surplus Service Residences or RA. Members With Dependants have several accommodation options: > > > > A DHA home (Service Residence) Rent Allowance (only on approval) Rent Band Choice Housing Own home in the posting location. Two serving Members The Application for Relocation and subsequent housing entitlements are considered based on the member of the highest rank or most senior, if the same rank. DHA home (Service Residence) The Department of Defence requires that MWD’s are accommodated in a DHA home. The member’s entitlement to the type and size of housing is dependent on their rank and number of dependants. Your DHA Relocation Consultant will be able to help you assess what type of DHA home you are entitled to, in accordance with PACMAN guidelines. Rent Allowance If a DHA home is not available, then Rent Allowance (RA) may be paid so that members can obtain accommodation through the private rental market. Under RA, a rental ceiling is applied for each locality based on the local rental market and the member’s housing entitlement. Rent ceilings are set by the Department of Defence on an annual basis. When securing a rental property, DHA can provide assistance with advances for bond deposits and rent, which are then recovered by Defence through their pay system. Guide to Relocation Services / page 13 Members With Dependants (MWD) Guide to Relocation Services / page 14 Rent Band Choice Housing Under Rent Band Choice Housing members can make a selection from a range of accommodation options, including inner-city apartments, townhouses and well-located detached houses. Accommodation choices vary in each locality so contact your DHA Relocation Consultant for more information. This option provides members from any rank group classification with greater flexibility in their housing choices. This voluntary option allows members to pay a higher or lower rental contribution for accommodation that better suits their lifestyle and personal circumstances. Owning a suitable home in your posting location Members who own a suitable home in the location they are being posted to are not eligible for housing assistance. Members are required to declare ownership in the posting locality. If the house is occupied by tenants, you must arrange to have it vacated as soon as possible after notification of your posting to that locality. If a member has doubts on the suitability of their own home for their current family situation, they may request that DHA undertakes an assessment to see if alternate accommodation arrangements can be made. DHA’s assessment is based on the Defence Pay and Conditions Manual (PACMAN) Chapter 7 guidelines. Taxation, government payments and your entitlements Members are strongly encouraged to check the implications of their entitlements on their personal affairs such as taxation, child support payments or government payments such as Family Tax Benefit, prior to any application for entitlement. An information bulletin on taxation implications of these entitlements is available on request from Defence taxation.management@defence.gov.au. Members With Dependants (Unaccompanied) (MWD(U) A MWD(U) has several accommodation options: > > > > Living in Accommodation Rent Allowance (on approval) Surplus Service Residence Own home in the posting location. A MWD(U) has the same accommodation options as a Member Without Dependants (MWOD) (see page 11-12). However, a MWD(U) who owns a home in their posting locality may also be entitled to additional housing assistance. Contact your local HMC for more information. A MWD(U) who is separated from their family due to Service requirements is not expected to maintain two households. Consequently, members will not be required to pay contributions for meals or accommodation when utilising LIA. Nor will they be required to make rent contributions when living in other Service subsidised accommodation. MWD(U) members who receive Rent Allowance are also entitled to a food allowance. The family accommodation entitlement of a MWD(U) member will still remain at the locality where the family home is for the entire period the member is separated from their family due to Service requirements. If you are considering taking up a posting without your partner or family, you will need to submit an Application for Categorisation as a Member with Dependants (Unaccompanied) to your Commanding Officer in your new posting location. You should do this as soon as possible after receiving your notification of posting. Once the form has been approved by the Commanding Officer, it will need to be submitted to DHA. Guide to Relocation Services / page 15 Guide to Relocation Services / page 16 Guide to Relocation Services / page 17 Chapter 3 Finding your next home Guide to Relocation Services / page 18 DHA homes DHA provides high-quality housing for Defence members and their families across Australia. Your Relocation Consultant will assist you in finding a DHA home that meets the needs of you and your family. Finding a DHA home with HomeFind HomeFind, DHA’s online home search facility is available on the DHA website (www.dha.gov.au). It allows members and their families to search for a home in their new posting location. Access to HomeFind is given via a login ID and password provided by DHA when you confirm that you are moving. If you do not have access to the internet at home or at work, you can access HomeFind at your nearest DHA Housing Management Centre (HMC) or Defence Community Organisation (DCO). Steps to choosing your DHA home using HomeFind Step 1. Your DHA Relocation Consultant will contact you soon after you return your Pre-Relocation letter or Application for Relocation (AFR) and arrange HomeFind access for you. Your HomeFind access will allow you to view all available houses in your new posting location within your entitlement range. Houses are listed with a date of availability. Step 2. If you find a suitable house you can reserve it immediately by calling your DHA Relocation Consultant. However, members can reserve only one house from the available options at a time. Step 3. To make your reserved DHA house your next home complete and return your Application for Relocation (AFR) and Inventory to your HMC within 10 days of reserving the home. Without your signed paperwork DHA is unable to fully assess your entitlement to your reserved house and cannot allocate your reserved home to you. You will need to contact your Relocation Consultant to formally accept your reserved DHA home. Returning your Relocation paperwork = more houses on HomeFind DHA cannot issue you a HomeFind pin or put your current DHA home on HomeFind until we get your Pre-Relocation letter or signed Application for Relocation (AFR) confirming your intention to relocate. This means the earlier you return your relocation paperwork, the earlier your house becomes available on HomeFind for other families moving to your current location. Other families will benefit from you submitting your Pre-Relocation letter or AFR and associated documentation on time, as your current DHA home cannot be placed on HomeFind until your paperwork has been processed. Other housing services House hunting trips When searching for permanent accommodation in their new posting location, Defence members and their partners may be entitled to a house hunting trip to view DHA Service Residences or Rent Allowance properties, where approved. After approval by the gaining location DHA office, a member and/or their partner may be entitled to a house hunting trip of up to three days and three nights. Expenses for accommodation, meals, travel and car hire are reimbursed by DHA under this entitlement. You are required to keep receipts for reconciliation purposes. The maximum entitlement that can be claimed depends upon whether the trip is undertaken by the Defence member alone or if accompanied by their partner. The current limits for expenditure on house hunting trips are detailed in the Defence Pay and Conditions Manual (PACMAN), Chapter 7. Pre-posting visits for families with special needs If your family is caring for a family member with a special need you may be entitled to a pre-posting visit. This is administered by the Defence Community Organisation (DCO). For more information about this service contact your local DCO office. Guide to Relocation Services / page 19 Guide to Relocation Services / page 20 Guide to Relocation Services / page 21 Chapter 4 Moving to your new location Guide to Relocation Services / page 22 Relocations for a period of six months or longer Your DHA Relocation Consultant will coordinate all your relocation requirements to get you to your new posting. Your consultant will be responsible for all the arrangements of your move and will be in touch with you regularly. To ensure a smooth relocation, it is important you accurately fill out and return your Application for Relocation and associated paperwork as soon as possible. Contact your Relocation Consultant if you require any assistance with completing your paperwork. Relocation entitlement A Defence member posted for duty in Australia for a period of more than six months is entitled to a Defence paid relocation from their current location to their new posting location. A member posted to a seagoing ship may choose to be relocated to their home port/ship’s homeport or ship’s refitting port. Other reasons for a Defence paid relocation may include: > > > > > > > a purchase of your own home in a posting locality; a requirement to vacate Service or Service subsidised accommodation; approval in advance for a posting or discharge; discharge or termination of service; standing as a candidate for Federal, State or Territory election; a change in dependant status, or recognition of special needs status. Relocation entitlements in each of these situations may vary and different conditions may apply. Your DHA Relocation Consultant will be able to determine your entitlement for you. DHA and Toll Transitions work together to provide you with specialist relocation services. Once your relocation entitlement has been approved by DHA, Toll Transitions will manage the removal of your furniture, effects and vehicles to your new posting location. DHA will forward your approved inventory to Toll Transitions to enable them to organise your removal. You may also choose to enter your inventory online via the Toll Transitions website (www.tolltransitions.com.au/defence). Please be aware there are limitations on items that can be approved for removal by Toll Transitions. Details of these items are contained in the Toll Transitions Easymove Home Guide. At times Defence members seek the removal of items that do not meet the definitions of furniture, effects, motor vehicles or towable items as detailed in the Defence Pay and Conditions Manual (PACMAN), Chapter 6. Requests for the removal of large, bulky or heavy items (eg non-portable heavy machinery items and workshop equipment) may not be approved. A non-portable item is one which cannot be handled by a crew of two people or which would require additional equipment (eg cranes or forklifts) to move. Items that can be dismantled and packed by the owner, so they can be handled as outlined above, may be included in the removal. The inclusion of these items in the household removal are subject to prior approval by your local HMC, in accordance with Defence policy, and acceptance by Toll Transitions. Information about Toll Transitions is contained in the Easymove Home Guide, which is provided in your Relocation Pack. Further information is also available on the Toll Transitions website (www.tolltransitions.com.au/defence) or by contacting Toll Transitions on 1800 819 167. Urgent removals While DHA is able to accommodate most urgent requests for relocation, we do need sufficient notification and time to complete your removal. Where possible, please provide as much notice as you can so we can arrange your urgent removal without delay. Guide to Relocation Services / page 23 Removal of furniture and effects Guide to Relocation Services / page 24 Removal of vehicles and towable items Defence will meet the cost of removal of two vehicles and two towable items for all categories of Defence members. Towable items include trailers, caravans and boat trailers. A recreational or hobby vehicle, together with its trailer, constitutes one towable item. If your partner is also a Defence member you have one family entitlement, meaning your entitlement is not doubled. Insurance for towable items is not covered by the Department of Defence and members should arrange their own insurance coverage if required. These entitlements are subject to distance constraints, so check with your Relocation Consultant before your move. Warranty Scheme Defence and Toll Transitions have a warranty arrangement for any removal related loss or damage to your household or personal effects. Organising your own removal of furniture and effects If you wish to organise your own removal of furniture and effects you must obtain prior approval from your local HMC. The reimbursement of costs associated with your own removal will be subject to certain conditions and authorisations, and importantly, insurance cover in such cases will be your responsibility. Please discuss your options with your Relocation Consultant. Assistance on uplift and delivery Members may be reimbursed for the reasonable cost of labour or technical assistance with the relocation of their property. This may include such costs as: > dismantling and re-installing the original television antenna, security system or window-mounted air conditioner > dismantling and reassembling a water bed > piano tuning. Defence pays for travel to the new posting locality when posted within Australia. The type of travel will generally be the most economical to Defence. Before approval is given for a particular form of travel, consideration is given to a range of factors, including the transport options available and fares and allowances for the member and any dependants. Using your own vehicle When taking up a posting you may choose to travel by road using your own car. You may also choose an alternative route rather than the most direct route. If you use an alternative means of travel and not the entitled means, Defence will normally only pay for whichever of these is the least expensive. Please note the cost comparison includes the fares available to Defence under its contract with Qantas. Air travel In many cases, members will be entitled to air travel for themselves and their dependants. This will usually be the most cost-effective form of transport for travel to and from Darwin, between Tasmania and Melbourne and between a remote locality and the nearest capital city. Air travel is business class for Commodores, Brigadiers, Air Commodores and higher ranks. For all others, economy class applies. Class of travel Rail travel by members and dependants is first class for all ranks and includes a sleeping berth for an overnight journey, if available. Members travelling without their dependants A member who travels on posting without their dependants has the same entitlements as a member on temporary duty. Fringe Benefits Tax (FBT) For any enquiries or concerns regarding FBT issues, contact the Defence Tax Management Office on 1800 806 053. Guide to Relocation Services / page 25 Please note that you will need to seek approval from DHA and provide a written quote before the work begins. In order to be reimbursed, you will need to submit a receipt to DHA when the work is completed. Guide to Relocation Services / page 26 Members who are unable to occupy suitable permanent accommodation on departure or arrival on posting may be entitled to occupy temporary accommodation and receive financial assistance. Temporary Accommodation Allowance (TAA) is generally provided for up to two days while furniture and effects are being packed and prepared for removal. You may also be entitled to temporary accommodation on arrival in your new posting locality while waiting for the arrival of your furniture and effects. In the majority of cases, DHA arranges for accommodation charges to be paid directly to the accommodation provider. Where this is not possible and the member is required to pay accommodation charges directly, approved costs will be reimbursed to the member. Temporary Accommodation Allowance (TAA) Motel-style accommodation will be available in a new posting locality for stays of six days or less. TAA is payable during your stay. TAA is paid for each day the member and their dependants occupy temporary accommodation. TAA provides a breakfast, lunch and dinner meal allowance for each approved occupant. If laundry facilities are not available, members will be entitled to reimbursement of laundering costs. MWOD’s and MWD(U)’s who have been approved for Rental Allowance are not entitled to TAA where there is appropriate Living In Accommodation (LIA) available. If available, these members will be required to utilise LIA. Temporary Accommodation Allowance Serviced Apartment (TAASA) Where the stay is likely to exceed six days, members will be entitled to temporary accommodation in a serviced apartment-style accommodation. This may be necessary where the member is relocating to a distant location or remote area and their furniture and effects will not arrive within this period. In these circumstances, TAASA is payable. A member and their dependants, who occupy a serviced apartment for less than six days, are paid TAA. A serviced apartment is accommodation that provides cooking, dining and laundry facilities. The Larder (or food) Allowance is a single payment equal to 75 per cent of the TAA rate for five days. This payment helps cover the cost of buying food for the preparation of meals. As cooking facilities are provided, the member or family is expected to prepare their own meals for the duration of their stay. Guide to Relocation Services / page 27 Temporary Accommodation Guide to Relocation Services / page 28 Contributions while in receipt of TAA/TAASA All members in receipt of accommodation assistance are required to make a contribution. This occurs whether you are accommodated in a DHA home, receiving Rental Allowance or in TAA or TAASA. For members in receipt of TAASA, the initial contribution is deducted from the amount of Larder (or food) Allowance paid to the member. After that, the member will receive a debit note totalling the contribution amount. Members need to be aware of this and need to factor this into their relocation planning. Living In Accommodation (LIA) as temporary accommodation Where available, MWOD’s or MWD(U)’s will be booked into LIA. Where LIA is not available members may be entitled to TAA. MWD’s who arrive in the new posting location prior to the arrival of their dependants will be required to occupy appropriate LIA, if available, pending the arrival of their family. Disturbance allowance This allowance consists of a lump sum ‘miscellaneous costs’ payment, plus several specific cost payments for: > each full-time student child > telephone reconnection > vehicle transfer cost. The payment for a full-time student child is made when a primary or secondary school student changes school as a result of a removal. Telephone reconnection payment is made if a telephone was disconnected in the pre-posting locality. There are separate rates for a simple reconnection of an existing line and for a new installation if the new residence is not connected. The vehicle transfer cost payment is made to assist with fees associated with the transferring of a private vehicle registration, for one vehicle only. Child care reimbursement This allowance is paid to reimburse child care costs when a member or their spouse cannot assist with the uplift and or set down of the removal because of Service commitments or illness. Single parents are also eligible. The child must be under 11 years of age or with a recognised special need. This is only payable for up to two days of childcare per move. Pet relocation If a member has pets they may claim reimbursement of reasonable expenses incurred in the relocation of their pets, for the period that they are in transit and for the time they stay in temporary accommodation, in both the old and new localities. Reasonable expenses include commercial transportation and kennelling and vet fees (if the vet or carrier believes sedation is necessary). Travelling allowance and vehicle allowance These allowances will be paid if the cost of travel by private car is less than the cost of the entitled means. The amount of travelling allowance and vehicle allowance will be compared to the cost of the approved form of transport. Defence will then pay the lesser cost to you for travelling expenses. Guide to Relocation Services / page 29 Other allowances and entitlements Guide to Relocation Services / page 30 Travelling time Travelling time between the new and old posting localities is based on 480 kilometres a day, if travelling by car, or 360 kilometres a day, if towing a trailer. Removals in the case of marriage breakdown In cases where there has been a marriage breakdown, a non-Service spouse or a non-Service interdependent partner will generally be entitled to a one-off relocation removal. This may apply when the spouse or interdependent partner and estranged partner have reached agreement on the division of furniture and effects. In contrast to a removal for a Defence member, a non-Service spouse or non-Service interdependent partner is entitled to the removal of one private motor vehicle and one towable item only. However, the non-Service spouse or non-Service interdependent partner is not eligible for Temporary Accommodation Allowance, Rent Allowance, Disturbance Allowance or Service-sponsored accommodation. When a marriage breakdown has occurred, a non-Service spouse or non-Service interdependent partner is advised to contact DHA or the Defence Community Organisation (DCO) to seek advice on this entitlement and any other assistance they may be entitled to. Long-term storage/Overflow storage Members With Dependants (MWD) A Member With Dependants (MWD) undertaking a removal may be entitled to storage of their furniture and effects. This entitlement applies to all members with dependants, including those posted to a seagoing ship or Navy aircraft squadron. Please note that if the removal is to an unfurnished residence, long-term storage will be limited to those items normally used by the member, but not able to be accommodated in the new residence. While storage of excess items may be approved if a residence of suitable size is not available, there are limitations to long-term storage of excess items if a member occupies their own home. Where no residence is available, all items will be stored, provided the member has not rejected the offer of suitable accommodation. All long-term storage/overflow storage must be approved by DHA in accordance with the Defence Pay and Conditions Manual (PACMAN) Chapter 6, Divison 7. A Member Without Dependants (MWOD) undertaking a removal may be entitled to long-term storage of furniture and effects if the accommodation provided is too small or if they were receiving Rent Allowance at their pre-posting locality. Please note that there is no entitlement to long-term storage for a member who alternates between living out and living in by choice on posting to a new locality or within a posting locality. Any requests for long-term storage or overflow of storage must be approved by DHA in accordance with Defence Pay and Conditions Manual (PACMAN) Chapter 6, Division 7. Moving out of your DHA Service Residence If you are living in a DHA home, a DHA Property Consultant will conduct a pre-vacation inspection prior to your departure. When moving out of a DHA home, you are responsible for: > ensuring the home is cleaned to the required standard on the day of your uplift, including the cost of having carpets professionally steam cleaned; > disconnecting all utilities such as gas, electricity and telecommunication services. You can choose to use Fast Connect to disconnect all your utility services (for more information see page 35); and > the cost of repairs or maintenance for damage that is not considered fair-wear-and-tear, including any damage caused by pets. Guide to Relocation Services / page 31 Members Without Dependants (MWOD) Guide to Relocation Services / page 32 Guide to Relocation Services / page 33 Chapter 5 Moving into your new DHA home Guide to Relocation Services / page 34 DHA Housing Management Centres (HMCs) DHA has Housing Management Centres (HMCs) and other local offices located in seven regions across Australia, which enables us to provide you with effective support, wherever you need it. Your local HMC will help you settle into your residence and provide ongoing support to you throughout your tenancy. The role of the HMC is to assist and support you with applications and requests for: • • • • • • maintenance; rules and By-laws relevant for multi-unit developments; home-based business; updating personal circumstances and details; requests for modifications, and providing information about your local community. Please contact your local HMC with any concerns or queries that you may have. Welcome visit and condition report When you get to your new posting location, a DHA Property Consultant will meet you and welcome you to your new DHA home. The Property Consultant will: > provide you with a DHA welcome kit, containing general information about the local area; > ask you to sign a Defence Residence Agreement (DRA). The DRA is a legally binding contract between the Commonwealth (represented by the Department of Defence) and the Defence member; > discuss your rights and responsibilities as a tenant; > take you through the condition report, explaining the amenities and features of the home. You will have 14 days to identify and note on your condition report any items that have been overlooked at your welcome visit. Once completed, the amended condition report should be forwarded to your local HMC in the self addressed envelope provided; > provide you with two sets of keys to your home and a set of any remote control units. If you lock yourself out of your Service Residence or your keys are lost or stolen, your HMC can arrange new keys and access - however you will be responsible for the costs to do so. Members are responsible for opening accounts for all utilities such as mains or bottled gas, electricity and telecommunication services. Costs associated with the supply of these services are the responsibility of the tenant. Temporary accommodation cannot be extended if utility connections have not been arranged prior to your arrival at your new Service Residence. A quick and easy way to arrange the connection and disconnection of your utilities is through Fast Connect. Fast Connect Fast Connect is a quick, hassle-free way to have your telephone, electricity, internet, pay TV and gas services connected or disconnected. This service is free for Defence members. To use these services, you will need to complete a Fast Connect authority form and either fax it to Fast Connect or return it to your nearest HMC. A Fast Connect Consultant will then be in touch to discuss your service options. Fast Connect brochures and forms are available from DHA. For more information call 1300 661 464 or visit the Fast Connect website (www.fastconnect.net.au). Arrangements for connecting utilities vary throughout Australia and you may need to use a copy of your Defence Residence Agreement as proof of address. In some instances there may be a connection fee. DHA provides a telephone line to your residence, however, handsets may need to be purchased or rented from a telecommunications supplier. To connect pay TV services, where available, you will need to fill out and return an application form to your nearest HMC. A form is supplied to you in your welcome kit and is also available from your local HMC. Please note if the home is part of an owners’ corporation or group development, their approval may be needed before any outside antennae or satellite dishes can be erected. DHA cleaning standards Before you move in, DHA will have completed a thorough cleaning and maintenance check, including having the carpet professionally cleaned. DHA cleaning standards are equivalent to the standard you would expect in the private rental market. Your absence from the Service Residence does not change your responsibility to maintain your residence and the grounds, nor is there any change to DHA’s requirement to manage your property. It is important that you notify your HMC of any absences over 30 days and talk through any issues that may arise as a result of your absence. Guide to Relocation Services / page 35 Electricity, gas, telephone and pay TV Guide to Relocation Services / page 36 Water restrictions Water restrictions are now a fact of life in Australia and restrictions and bans are in effect to various degrees in a number of local council and community areas. Although we encourage you to be mindful of the water usage during a period of low rainfall, you have a responsibility to maintain the property and grounds of your Service Residence. The status of water restrictions is not an excuse for the exemption from any tenant charges where it is clear that there has been neglect in the care of lawns and gardens. Maintenance Line - 1300 366 615 A call to this number during business hours (8:30am-4:30pm) will connect you to your local HMC for all your maintenance requirements. After hours (4:30pm-8:30am), this number will connect you to the after hours emergency maintenance service only. Contents insurance DHA insurance does not cover loss or damage to the contents of your Service Residence. You are strongly encouraged to comprehensively insure your contents against events such as burglary, fire and water damage. Pets Pets are an important part of many Defence families and are welcome in most DHA homes. However, some DHA properties are not suitable for keeping pets, for a variety of reasons. To ensure you are allocated a residence that suits your family needs, it is important to let DHA know you have pets on your Application for Relocation. Tenants are responsible for the control and care of their pets. Tenants not complying with regulations will risk loss of entitlement to keep pets in their Service Residence. All pet damage is considered a tenant charge. More information regarding pets in DHA homes is available in your welcome kit. Above ground swimming pools and spas Prior written approval must be obtained from your local HMC before installation of an above ground swimming pool or spa. Legislation around fencing, pools and spas varies from state to state, so it is important that you obtain accurate information from your local council. Tenants are responsible for returning the area back to its original condition and will be accountable for any costs associated with rectification. Asbestos DHA has completed a National Asbestos Audit and Analysis program of asbestos materials in DHA Service Residences which has identified the location and condition of asbestos products in some Service Residences. Generally, the presence of asbestos in home building materials does not pose a health risk unless it is broken, in poor or deteriorated condition, or disturbed during other maintenance activity. A more detailed fact sheet on Asbestos is available from your local HMC, or you can call our Asbestos hotline on 1800 091 562. Guide to Relocation Services / page 37 Guide to Relocation Services / page 38 Guide to Relocation Services / page 39 Chapter 6 Additional information Guide to Relocation Services / page 40 Our complaints resolution process is designed to ensure all complaints are dealt with in a fair and timely manner. The process provides: > > > > an opportunity to have your concern heard and investigated; a clear and direct process to resolve the dispute; a fair and independent review; and a clear explanation of any decisions. At any stage in the process you may consult with your local Defence Relocations Housing Manager (DRHM) to seek guidance. If you have a concern or complaint in relation to any aspect of our service, the best way to proceed is as follows: 1. Your HMC should always be your first point of contact. Our staff will respond to your needs and seek to resolve any issue or complaint you might raise. When necessary, they will consult the DRHM in your region. 2. If you are not satisfied with the way in which your issue or complaint has been handled, you may ask to have it escalated to the Customer Relations Officer (CRO) in your local HMC, who has the responsibility for co-ordinating the management of the complaint. On receipt of the complaint the CRO will refer the matter to the HMC Manager and/or their representative. The Manager will review your case, and where possible, propose a resolution. 3. If your complaint is unable to be resolved by the HMC Manager, a formal meeting may be held between the HMC Manager, the DRHM and other relevant stakeholders with the aim of jointly resolving the complaint. 4. If you are not satisfied with the outcome proposed by your HMC Manager, and wish to further escalate your complaint, you should contact DHA’s National Customer Relations Department. This may be done by phone, email or in writing. Phone: Email: In writing to: DHA National Customer Service Line 1800 249 711 National Customer Relations Department clientservices@dha.gov.au National Customer Relations Department Defence Housing Australia 26 Brisbane Avenue BARTON ACT 2600 We will make every effort to resolve the matter at a regional or national level in a timely manner. Guide to Relocation Services / page 41 Chapter 7 Contact information Guide to Relocation Services / page 42 DHA contacts www.dha.gov.au info@dha.gov.au National Customer Service Line 1800 249 711 (between 8.00am and 6.00pm EST Monday to Friday) Department of Defence contacts Defence Relocations and Housing Managers (DRHM) 1800 DEFENCE (1800 333 3623) Refer over page for your local DRHM contacts FIND (Family Information Network for Defence) 1800 020 031 www.dco.dod.gov.au Defence Families of Australia 1800 100 509 www.dfa.org.au Defence Special Needs Support Group 1800 037 674 www.dsnsg.org.au Defence Pay and Conditions Manual (PACMAN) www.defence.gov.au/dpe/pac/ www.defence.gov.au/pac/ (Defence intranet site) Maintenance Line 1300 366 615 (24 hours) A call to this number during business hours (8:30am-4:30pm) will connect you to your local HMC for all your maintenance requirements. After hours (4:30pm-8:30am) this number will connect you to the after hours emergency maintenance service only. Emergency Relocations Hotline 1800 626 698 (24hr hotline when in transit) (24 hour hotline when in transit) Other useful contacts Toll Transitions 1800 819 167 www.tolltransitions.com.au/defence Fast Connect 1300 661 464 www.fastconnect.net.au ACT and Riverina Region Canberra Wagga Wagga Wodonga NSW Region Parramatta Hurstville Liverpool Pennant Hills Richmond Hunter Valley Nowra Vic/Tas Region Melbourne Cerberus Puckapunyal Sale Hobart South West Australia Region Adelaide Perth Bullsbrook Rockingham Northern Territory Region Darwin Alice Springs Robertson Barracks Tindal North Queensland Region Cairns Townsville South Queensland Region Brisbane Canungra Ipswich Toowoomba (02) 6268 3700 (02) 6933 7200 (02) 6049 2300 (02) 8836 5700 (02) 8567 1200 (02) 8778 6900 (02) 9875 8600 (02) 4588 1000 (02) 4983 5300 (02) 4421 1500 (03) 9947 8100 (03) 5950 6604 (03) 5736 1100 (03) 5143 6500 (03) 6215 7600 (08) 8245 7800 (08) 9210 3400 (08) 9571 6201 (08) 9591 4400 (08) 8901 7100 (08) 8952 9323 (08) 8901 7100 (08) 8972 8000 (07) 4040 2400 (07) 4726 1800 (07) 3355 8800 (07) 5543 4554 (07) 3355 8800 (07) 3355 8800 ACT and Riverina Region Canberra Wagga Wagga NSW Region Williamtown Liverpool Nowra Richmond Sydney South East Australia Region Adelaide Southern Victoria Bandiana Hobart Western Australia Region Perth Northern Territory Region Darwin Tindal North Queensland Region Cairns Townsville South Queensland Region Brisbane Ipswich (02) 6266 8749 (02) 6937 5410 (02) 4964 6964 (02) 4964 7247 (02) 8782 4100 (02) 4421 3855 (02) 4587 2314 (02) 9377 2146 (08) 8305 6674 (03) 9282 3667 (03) 6055 2157 (03) 6237 7124 (08) 9553 1585 (08) 8935 4346 (08) 8973 6594 (07) 4053 9304 (07) 4771 7922 (07) 3332 6992 (07) 4631 4414 Guide to Relocation Services / page 43 DHA Housing Management Centres Defence Relocations and Housing Managers Guide to Relocation Services / page 44 www.dha.gov.au