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Defence Relocation

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					   Your
Defence Relocation
      Guide
Contents   SECTION
              1
                        Toll Transitions’
                        relocation service
                                                            SECTION
                                                               2
                                                                          Moving to your
                                                                          new location
           Your relocation – an overview                4   Relocations for a period of six months
           Who helps you relocate?                      4   or longer                                  10
           How Toll Transitions can help you            4   Relocation entitlement                     10
           How your Toll Transitions Case Manager           Removal of furniture and effects           11
           can help you                                 5   Warranty Scheme                            11
           What you need to do                          5   Removal of vehicles and towable items      11
           The relocation process                       6   Organising your own removal of furniture
           Online tools                                 6   and effects                                12
           What happens next?                           8   Assistance on uplift and delivery          12
           How the Department of Defence can help you   8   Travel                                     12
           DHA – providing your housing solution        9   Temporary Accommodation                    13
           How DHA can help you                         9   Other allowances and entitlements          14
           DHA Housing Management Centres               9   Long-term storage/overflow storage         15




2
                                                                                      TOLL TRANSITIONS: DEFENCE RELOCATION GUIDE




SECTION       Your removal                      SECTION       Your key relocation
   3                                               5          contacts
Introduction                               16   Toll Transitions Relocation Service Centres
Inventory                                  16   (RSCs)                                        40
Listing your inventory                     17   Department of Defence                         42
Adding items to your inventory             18   Defence Relocations and Housing
Request for Removal Forms                  18   Manager (DRHM)                                42
Removal of motor vehicles                  19   DRHM Contact Information                      43
Preparing for your removal                 21   DHA contact information                       44
What items can be moved?                   23   Other useful contacts                         45
What items cannot be moved?                24
Uplift and delivery                        26
Your responsibilities                      26   SECTION       Complaints and
Your removalist’s responsibilities
Importance of the Inventory Condition
                                           26
                                                   6          Service Feedback
Report (ICR)                               27
                                                We value your opinion                         46
Lost or damaged items                      28
                                                How to provide feedback                       46
Our Warranty                               29
                                                Our commitment to you                         47
Advice to members on quarantine
arrangements for goods entering,
leaving or moving within Australian
States and Territories                     32   SECTION       Glossary
                                                   7
SECTION       Your housing                      Glossary                                      48
   4          solution
Defence member categorisation              34   SECTION       Forms
Accommodation entitlements
Finding your next home
                                           34
                                           36
                                                   8
House hunting trips                        37
                                                Application for Relocation (AFR)              51
Pre-posting visits for families with
                                                Direct Credit Authorisation (DCA)             61
special needs                              37
                                                Inventory – Request for Removal
Moving into your new Service Residence     37
                                                of Household Furniture and Personal Effects 63
Welcome visit and condition report         37
                                                Inventory – Request for Relocation of Motor
Electricity, gas, telephone and pay TV     38   Vehicles, Motor Bikes, Boats, Caravans,
DHA cleaning standards                     38   Trailers, etc.                                71
Water restrictions                         38   Notice of Loss and Damage                     73
Maintenance Line                           38   Relocation Checklist                          79
Contents insurance                         38   Emergency Contact Card                   Tear out
Pets                                       39
Moving out of your DHA Service Residence   39




                                                                                                                              3
    SECTION
        1               Toll Transitions’ relocation service
                                 Your relocation – an overview                   Who helps you relocate?
                                 Toll Transitions provides Defence members       While the Department of Defence sets the policy
                                 and their families with a comprehensive         in relation to the relocation of Defence members,
                                 relocation service.                             Toll Transitions is appointed to provide members
                                                                                 with a total relocation service.

                                                                                 How Toll Transitions can help you
                                                                                 Toll Transitions offers a range of services to help
                                                                                 you move to your new posting.
                                                                                 Toll Transitions will assist you with:
If you require any assistance, please call us on our Freecall number             •	 organising your relocation requirements,
1800 819 167. We welcome your comments on any aspect of your relocation,
                                                                                 •	 arranging all your removal and storage
our service or this Guide. If you have praise, criticism or a suggestion, call
                                                                                    requirements,
Toll Transitions on 1800 819 167, write to your nearest Toll Transitions
Relocation Service Centre (RSC) or visit the Toll Transitions website at         •	 arranging travel and temporary
www.tolltransitions.com.au/defence                                                  accommodation,
                                                                                 •	 paying your relocation allowances and
                                                                                    entitlements,
4
                                                                                                          SECTION 1: TOLL TRANSITIONS’ RELOCATION SERVICE



How Toll Transitions’ Relocation Service works




                              ›                                          ›                                              ›
Step 1: You receive your posting         Step 2: You are sent a Pre-AFR                  Step 3: Toll Transitions               Step 4: You complete and return
order, or you are required to relocate   letter to be completed by you and               sends you a Relocation Pack,           your AFR and removal inventory
as a result of a Change in Personal      returned to Toll Transitions.                   including an AFR.                      to Toll Transitions.
Circumstances (go to Step 3).




THEN                         ›                                           ›                                              ›
                                         Step 5: A Toll Transitions Case                 Step 6: DHA will contact               Step 7: Toll Transitions will provide
                                         Manager will assist you with                    you regarding your                     you with written confirmation of
                                         co-ordinating your removal, travel and          housing solution.                      your relocation schedule, bookings
                                         accommodation needs and allowances.                                                    and entitlements.




•	 notifying Defence Housing Australia (DHA) of                        What you need to do                                   Please note that you can
   your relocation, so that they can assist you                                                                              complete your Pre-AFR, AFR
                                                                       To help Toll Transitions make your relocation as      and Removal Inventory online
   with your Housing Solution,
                                                                       smooth as possible we ask that you:                   at Toll Transitions website,
•	 making good your items, should any suffer                                                                                 www.tolltransitions.com.au/
                                                                       •	 complete your Pre-Application for Relocation
   removal related loss or damage.                                                                                           Defence. Refer page 6 for
                                                                          (Pre-AFR) by the due date specified,
                                                                                                                             further details.
How your Toll Transitions Case                                         •	 complete your Application for Relocation (AFR)
                                                                          and Removal Inventory as soon as possible,
Manager can help you
                                                                       •	 advise us of any special requirements you have
You will be appointed a Toll Transitions Case
                                                                          that may affect your relocation, and
Manager and an alternate Case Manager to help
you with your relocation. Your Case Managers will                      •	 familiarise yourself with relevant Defence Pay
be located in the Toll Transitions Relocation                             and Conditions Manual (PACMAN) chapters,
Service Centre (RSC) closest to your current                              to understand your relocation entitlements.
posting location. They will be able to assist you
with questions about your relocation and to
provide you with the appropriate contacts and
resources to assist with your move.
Your Case Managers can assist you with                                                                                  Remember:
organising your move, including:
•	 organising a Pre-Removal Visit (PRV), where
                                                                                                            You will be appointed a Toll
   considered necessary,                                                                                Transitions Case Manager and an
•	 arranging the pack/uplift/delivery/unpack of
                                                                                                     alternate Case Manager to help you
   your furniture and effects, and approving and                                                   with your relocation. Your Case Managers
   organising any long-term or short-term storage                                                 will be located in the RSC closest to your
   requirements for furniture and effects,                                                        current posting location. They will be able to
•	 booking any travel and temporary                                                               assist you with questions about your
   accommodation (losing and gaining locations)                                                    relocation and to provide you with the
   you may need during your relocation,
                                                                                                      appropriate contacts and resources to
•	 calculating and arranging payment of your                                                             assist with your move.
   relocation allowances, and
•	 approving payment of your relocation expense
   reimbursements.

                                                                                                                                                                   5
                                 The relocation process                                  Transitions as soon as possible. Please note that
                                                                                         the Defence preferred method for completion of
                                 Getting started                                         the AFR (including Inventory) is online via Toll
                                 The information below outlines the process you          Transitions website.
                                 need to follow to ensure your relocation is
                                 initiated in a timely manner. It includes details on:   Online tools
                                 •	 Toll Transitions website and online tools,           You are encouraged to submit all the required
                                                                                         relocation documentation online. The Pre-AFR,
                                 •	 the relevant forms for completion.
                                                                                         AFR and Inventory can all be completed on the
                                 First steps                                             Toll Transitions website.

                                 Upon receipt of your posting order from Defence,        Go to www.tolltransitions.com.au/defence.
                                 Toll Transitions will send you a Pre-AFR letter.        Log in with your Username and Password.
                                 The Pre-AFR enables you to notify Toll Transitions      If you are a first time user, click on ‘Sign Up Here’
                                 of your plans to move and tentative move dates.         and complete the required details for registration
                                 If you do not receive a Pre-AFR letter within 21        and to set up your Username and Password.
                                 days of receiving your posting order, please            Once on the site you can also access this
                                 contact the Toll Transitions RSC in closest             Relocation Guide.
                                 proximity to your current posting location.
                                                                                         The website has 4 main sections:
                                 Change in Personal Circumstances (CIPC)                 •	 My Homepage,
                                 If you are required to relocate as a result of          •	 Relocation,
                                 CIPC, please contact your closest Relocation
                                                                                         •	 Inventory,
                                 Service Centre (please refer to page 40 for
                                 contact details).                                       •	 Contact Details.

                                 Next steps                                              Relocation
                                 Following receipt of your Pre-AFR or CIPC               Manage your relocation details online
                                 documentation, Toll Transitions will send you a
                                                                                         To submit your AFR online, click on the applicable
                                 Relocation Pack. Included in the Relocation Pack
                                                                                         link under the Relocation Section of the
                                 is “Your Defence Relocation Guide”. This guide
                                                                                         Homepage. This link will take you to the start of
                                 provides detailed information to assist you with
                                                                                         the AFR completion process. It is necessary to
                                 your relocation. Within this guide is a hard-copy
                                                                                         complete each stage to enable progression to the
                                 AFR form. You are required to complete and
                                                                                         next step. Questions marked as mandatory must
                                 return the AFR along with your Inventory to Toll
                                                                                         be answered to proceed with the application.
                                                                                         A checklist displayed on the left of the screen will
                                                                                         show your progress.
                                                                                         You can save the information you have entered at
                                                                                         anytime by selecting the save button available at
                                                                                         the bottom of each page. Therefore if you are
                                                                                         unable to complete the AFR online at one time,
                                                                                         you can return to the website later to complete
                                                                                         and submit the AFR. When re-entering the
                                                                                         website you will arrive at the stage in the process
                                                                                         where you had previously exited.
                                                                                         When completing your AFR on the Toll Transitions
                                                                                         website, you will need to ensure you have
www.tolltransitions.com.au/defence                                                       entered/updated your inventory online, should
                                                                                         you have goods you want to move.


6
                                                          SECTION 1: TOLL TRANSITIONS’ RELOCATION SERVICE




                                                                                You are encouraged to
                                                                                submit all the required
                                                                                relocation documentation
                                                                                online. The Pre-AFR, AFR
                                                                                and Inventory can all be
                                                                                completed on the Toll
                                                                                Transitions website.




                                                          Contact details
                                                          Manage your contact and address
                                                          details online
                                                          Please check and ensure all your personal details
                                                          are correct.




Inventory
Create a record of the items in your                                Remember:
house online
In addition to entering your inventory online in           If you have internet access, you
order to submit your AFR, you are also able to           can complete your Pre-AFR, AFR and
maintain your Inventory details on the Toll
Transitions website at any point in time. You can      Inventory online by visiting our website at
record and update multiple inventories (including     www.tolltransitions.com.au/defence
motor vehicles) at various locations, giving you a
current record of your goods and their
whereabouts. You will also be able to utilise these
saved inventories should you move again.
For further information, please refer to Section 3.




                                                                                                              7
                                                        What happens next?
                                                        Following receipt of all your relocation
                                                        documentation (online or hard copy) your
                                                        appointed Toll Transitions Case Manager will be
                                                        in contact with you. Once your Toll Transitions
    Alternative submission method of                    Case Manager has finalised your relocation
    relocation documentation                            schedule, bookings and entitlements you will
                                                        receive an Original Movement Plan Letter (OMPL)
    You can use the hard-copy relocation forms
                                                        confirming these details. Should your relocation
    provided in this guide should you not have online
    access to Toll Transitions website.                 schedule change, you will receive an updated
                                                        Movement Plan Letter (MPL) confirming your
    The following hard-copy relocation forms are        revised relocation details.
    provided in Section 8 of this guide:
                                                        Your OMPL and MPL details will also be available
    •	 Application for Relocation (AFR),                online via Toll Transitions website.
    •	 Direct Credit Authority (DCA),
                                                        DHA will contact you regarding your housing
    •	 Inventory – Request for Removal of Household     solution (refer page 34 for further details).
       Furniture and Personal Effects for Defence
       Members,
    •	 Inventory – Request for Relocation of Motor
       Vehicles, Motor Bikes, Boats, Caravans,
       Trailers, etc. for Defence Members.
    Complete the forms detailed above and return
    them as soon as possible to the Toll Transitions    How the Department of Defence
    RSC closest to your current posting location.       can help you
    If you require any assistance with completing       The Department of Defence can help you with:
    these forms, please call us on our Freecall
                                                        •	 all of your pay matters,
    number 1800 819 167.
                                                        •	 making and managing any policy which affects
                                                           your entitlements,
                                                        •	 determining your Conditions of Service, and
                                                        •	 managing the contractors who provide your
                                                           relocation services and housing, such as Toll
                                                           Transitions and DHA.
                                                        Refer Section 5 for further details of the support
                                                        provided by the Defence Support Group (DSG).

8
                                                                                         SECTION 1: TOLL TRANSITIONS’ RELOCATION SERVICE




                                                            Defence Housing Australia will manage ADF
                                                            member and family housing and related services




DHA – providing your housing solution
DHA was established in 1988 with the aim of improving
the quality and selection of housing for Defence
members and their families.
DHA is responsible for a number of services associated
with providing housing solutions for Defence members
and their families.

How DHA can help you
DHA is appointed by the Department of Defence to
assist you with:
•	 finding and securing your future Defence home,
•	 your housing entitlements, including Rent Allowance
   (RA) or Living-in Accommodation (LIA),
•	 arranging all your DHA housing maintenance
   requirements,
                                                         •	 home-based business,
•	 Rent Band Choice Housing – this provides you with
                                                         •	 updating personal circumstances and details,
   a range of housing choices to suit your lifestyle,
                                                         •	 requests for modifications for special needs, and
•	 Fast Connect – a free service for the connection
   or disconnection of major utilities and               •	 providing information about your local community.
   telecommunication services.                           Refer Section 4 for further details of how DHA will
Other services provided by DHA include:                  assist you with your housing needs.

•	 managing DHA’s online housing tool – HomeFind,        DHA can be contacted on 139 342,
                                                         www.dha.gov.au
•	 constructing and acquiring properties to meet the
   housing demands of the Australian Defence Force,
•	 redeveloping properties to ensure they continue to                                                   What
   meet the required standard,                                                                     you need to do:
•	 managing DHA’s Sale and Leaseback program for
   investors.                                                                            •
                                                                                         	 	Complete	your	AFR,	including	
                                                                                       any inventory, by the due date specified,
DHA Housing Management Centres
                                                                                      A
                                                                                    •		 dvise	us	of	any	special	requirements
DHA has Housing Management Centres (HMCs) across
                                                                                     you have that may affect your relocation,
Australia. DHA staff at your local HMC can help you
settle into your residence and provide ongoing support                               and
throughout your tenancy.
                                                                                    •	Familiarise	yourself	with	relevant	PACMAN	
The role of the HMC is to assist and support you with
applications and requests for:
                                                                                     chapters, to understand your relocation
                                                                                        entitlements.
•	 maintenance,
•	 rules and by-laws relevant for multi-unit
   developments,

                                                                                                                                      9
     SECTION
        2               Moving to your new location
                                 Relocations for a period of six                  Relocation entitlement
                                 months or longer                                 A Defence member posted for duty in Australia
                                 Your Toll Transitions Case Manager will          for a period of more than six months is entitled to
                                 coordinate all your relocation requirements to   a Defence paid relocation from his or her current
                                 get you to your new posting. Your Case Manager   location to his or her new posting location.
                                 will be responsible for all the arrangements
                                 of your move and will be in touch with           A member posted to a seagoing ship may choose
                                 you regularly.                                   to be relocated to his or her 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,
To ensure a smooth relocation, it is important you accurately fill out
                                                                                  •	 a requirement to vacate Service or Service
and return your AFR and associated paperwork as soon as possible.
                                                                                     subsidised accommodation,
Contact your local Toll Transitions RSC if you require any assistance
with completing your paperwork.                                                   •	 approval in advance for a posting or discharge,



10
                                                                                                  SECTION 2: mOVING TO yOUR NEw LOCATION




•	 discharge or termination of service,                Warranty Scheme                                        Further information
                                                                                                              regarding the removal
•	 a change in personal circumstance,                  Defence and Toll Transitions have a warranty
                                                                                                              process is detailed in
   e.g. a change in dependant status, or               arrangement for any removal related loss or
                                                                                                              Section 3.
•	 recognition of special needs status.                damage to your household or personal effects.
                                                       Refer page 29 for further details.
Relocation entitlements in each of these
situations may vary and different conditions may
                                                       Removal of vehicles and
apply. Your Toll Transitions Case Manager will be
able to determine your entitlement for you.            towable items
                                                       Defence will meet the cost of removal of two
Removal of furniture and effects                       vehicles and two towable items for all categories
                                                       of Defence members. Towable items include
Once your relocation entitlement has been
                                                       trailers, caravans and boat trailers. A recreational
approved Toll Transitions will manage the removal
                                                       or hobby vehicle, together with its trailer,
of your furniture, effects and vehicles to your new
                                                       constitutes one towable item.
posting location.
                                                       If your partner is also a Defence member you
Please be aware there are limitations on items
                                                       have one family entitlement, meaning your
that can be approved for removal. Details of
                                                       entitlement is not doubled. Insurance for
these items are detailed in Section 3.
                                                       vehicles and towable items is not covered
At times Defence members seek the removal of           by the Department of Defence and
items that do not meet the definitions of furniture,   members should arrange their own
effects, motor vehicles or towable items as            insurance coverage if required.
detailed in PACMAN, Chapter 6.
Requests for the removal of large, bulky or heavy
items (e.g. 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 (e.g. 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 Toll Transitions, in
accordance with Defence policy, and acceptance                                                  Urgent removals:
by Toll Transitions.
                                                                                     While we are 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.




                                                                                                                                       11
     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 Toll Transitions. The
     reimbursement of costs associated with your own
     removal will be subject to certain conditions and
     authorisations, and importantly, insurance cover
                                                          Please note the cost comparison includes the
     in such cases will be your responsibility. Please
                                                          fares available to Defence under its contract with
     discuss your options with your local Toll
                                                          its chosen travel provider.
     Transitions RSC.
                                                          Using your own vehicle
     Assistance on uplift and delivery
                                                          When taking up a posting you may choose to
     Members may be reimbursed for the reasonable         travel by road using your own car. You may also
     cost of labour or technical assistance.              choose an alternative route rather than the most
     In order to be reimbursed, you will need to submit   direct route.
     a receipt to Toll Transitions when the work is
                                                          Air travel
     completed.
                                                          In many cases, members will be entitled to air
     Please refer to page 22 for further details about
                                                          travel for themselves and their dependants. This
     the type of technical assistance available.
                                                          will usually be the most cost-effective form of
                                                          transport. For travel to and from Darwin, between
     Travel                                               Tasmania and Melbourne, and between a remote
     Defence pays for travel to the new posting           locality and the nearest capital city, air is the
     locality when posted within Australia.               entitled means of travel.

     The type of travel entitlement will be determined    Rail travel
     by PACMAN. This is known as ‘Entitled Means’.
                                                          Rail travel by members and dependants is first
     Before approval is given for a particular form       class for all ranks and includes a sleeping berth
     of travel, consideration is given to a range of      for an overnight journey, if available.
     factors, including the transport options available
     and fares and allowances for the member and          FBT
     any dependants.
                                                          For any enquiries or concerns regarding FBT
     When a Member chooses to travel outside of           issues, contact the Defence Tax Management
     Entitled Means, Toll Transitions will not be         Office on 1800 806 053.
     required to make bookings.
     If you use an alternative means of travel and not
     the Entitled Means, Defence will normally only
     pay the lower cost option.




12
                                                                                                SECTION 2: mOVING TO yOUR NEw LOCATION




Temporary Accommodation                               and their dependants, who occupy a serviced
                                                      apartment for less than six days, are paid TAA.
Members who are unable to occupy suitable
permanent accommodation on departure or               A serviced apartment is accommodation that
arrival on posting may be entitled to occupy          provides cooking, dining and laundry facilities.
temporary accommodation and receive financial         The Larder (or food) Allowance is a single
assistance. Temporary Accommodation                   payment equal to 75 per cent of the TAA rate for
Allowance (TAA) is generally provided for up to       five days. This payment helps cover the cost of
two days while furniture and effects are being        buying food for the preparation of meals. As
packed and prepared for removal. You may also         cooking facilities are provided, the member or
be entitled to temporary accommodation on             family is expected to prepare their own meals
arrival in your new posting locality while waiting    for the duration of their stay.
for the arrival of your furniture and effects.
In the majority of cases, Toll Transitions arranges   Contributions while in receipt of
for accommodation charges to be paid directly to      TAA/TAASA
the accommodation provider. Where this is not         All members in receipt of accommodation
possible and the member is required to pay            assistance are required to make a contribution.
accommodation charges directly, approved costs        This occurs whether you are accommodated in a
will be reimbursed to the member by Toll              Service Residence, receiving Rental Allowance or
Transitions.                                          in TAA or TAASA. For members in receipt of
                                                      TAASA, the initial contribution is deducted from
Temporary Accommodation Allowance (TAA)               the amount of Larder (or food) Allowance paid to
Motel-style accommodation will be available for       the member. After that, the member will receive
stays of six days or less. TAA is payable during      an Account Receivable Invoice totalling the
your stay.                                            contribution amount. Members need to be aware
                                                      of this and need to factor this into their
TAA is paid for each day the member and their         relocation planning.
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.
Member Without Dependants (MWOD) and
Member With Dependants (Unaccompanied)
(MWD(U) who are MAJ Equivalent or below and
have been approved for Rental Allowance (RA)
are not entitled to TAA where there is appropriate
                                                                                                         Remember:
Living-in Accommodation (LIA) available. If
available, these members will be required to
                                                                                          In the majority of cases,
utilise LIA.                                                                          Toll Transitions arranges for
                                                                                   accommodation charges to be paid
Temporary Accommodation Allowance
Serviced Apartment (TAASA)                                                       directly to the accommodation provider.
Where the stay is likely to exceed six days,                                    Where this is not possible and the member
members will be entitled to temporary                                           is required to pay accommodation charges
accommodation in a serviced apartment-style
accommodation. This may be necessary where
                                                                                 directly, approved costs will be reimbursed
the member is relocating to a distant location or                                   to the member by Toll Transitions.
remote area and their furniture and effects will
not arrive within this period. In these
circumstances, TAASA is payable. A member



                                                                                                                                   13
                             LIA as temporary accommodation                         Pet relocation
                             Where available, MWODs or MWD(U)s will be              If a member has pets he/she may claim
                             booked into LIA. Where LIA is not available            reimbursement of reasonable expenses incurred
                             members may be entitled to TAA.                        in the relocation of their pets, for the period that
                                                                                    he/she is in transit, excluding periods of leave,
                             Member With Dependants (MWD), who arrive in
                                                                                    and for the time he/she stays in temporary
                             the gaining posting location prior to the arrival of
                                                                                    accommodation, in both the losing and gaining
                             their dependants, will be required to occupy
                                                                                    localities. Reasonable expenses include
                             appropriate LIA, if available, pending the arrival
                                                                                    commercial transportation and kennelling and
                             of their family.
                                                                                    vet fees (if the vet or carrier believes sedation
                                                                                    is necessary).
                             Other allowances and entitlements
                             Disturbance allowance                                  Travelling allowance and vehicle allowance

                             This allowance consists of a lump sum                  These allowances will be paid if the cost of travel
                             ‘miscellaneous costs’ payment, plus several            by private car is less than the cost of the entitled
                             specific cost payments for:                            means. The amount of travelling allowance and
                                                                                    vehicle allowance will be compared to the cost
                             •	 each full-time student child,                       of the approved form of transport.
                             •	 telephone reconnection,                             Toll Transitions will then pay the lesser cost to
                             •	 vehicle transfer cost.                              you for travelling expenses.
                             The payment for a full-time student child is made      Travelling time
                             when a primary or secondary school student
                             changes school as a result of a removal.               Travelling time between the new and old posting
                                                                                    localities is based on 480 kilometres a day,
                             Telephone reconnection payment is made if a            if travelling by car, or 360 kilometres a day,
Your Toll Transitions Case   telephone was disconnected in the losing locality.     if towing a trailer.
Manager will calculate and   There are separate rates for a simple
arrange payment of your      reconnection of an existing line and for a gaining     Removals in the case of marriage
relocation allowances,       installation if the gaining residence is not           breakdown
as well as assist with the   connected.
reimbursement of approved                                                           In cases where there has been a marriage
relocation expenses.         The vehicle transfer cost payment is made to           breakdown, a non-Service spouse or a non-
                             assist with fees associated with the transferring      Service interdependent partner will generally be
                             of a private vehicle registration, for one             entitled to a one-off relocation removal. This may
                             vehicle only.                                          apply when the spouse or interdependent partner
                                                                                    and estranged partner have reached agreement
                             Child care reimbursement                               on the division of furniture and effects.
                             This allowance is paid to reimburse child care         A non-Service spouse or non-Service
                             costs when neither a member nor his or her             interdependent partner is entitled to the removal
                             spouse or interdependent partner can assist with       of one private motor vehicle and one towable
                             the uplift and/or set down of the removal              item only.
                             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.




14
                                                                                                SECTION 2: mOVING TO yOUR NEw LOCATION




The non-Service spouse or non-Service                  Storage upon discharge                               If a member has pets
interdependent partner is not eligible for TAA,                                                             he/she may claim
                                                       Members who cease service or employment with
RA, Disturbance Allowance or Service-sponsored                                                              reimbursement of
                                                       Defence and have furniture and effects held in
accommodation.                                                                                              reasonable expenses
                                                       storage paid for by the Commonwealth will
                                                                                                            incurred in the relocation
When a marriage breakdown has occurred,                become responsible for storage charges with
                                                                                                            of their pets, for the period
a non-Service spouse or non-Service                    effect from their discharge date. Members will be
                                                                                                            that he/she is in transit and
interdependent partner is advised to contact           entitled to a final removal for the furniture and
                                                                                                            for the time he/she stays in
Toll Transitions or the Defence Community              effects held in store to be delivered from storage
                                                                                                            temporary accommodation,
Organisation (DCO) to seek advice on this              within a defined entitlement period in accordance
                                                                                                            in both the old and new
entitlement and any other assistance they may          with PACMAN. This entitlement period will not
                                                                                                            localities.
be entitled to.                                        exceed 12 months after the date the member
                                                       ceases service or employment with Defence,
Long-term storage/overflow storage                     e.g. discharge date.

MWDs                                                   Storage charges will be payable by members
                                                       monthly in advance. Please note that on and from
A MWD undertaking a removal may be entitled            the date on which the entitlement for a removal
to storage of their furniture and effects. This        from store ceases, Toll Transitions Warranty no
entitlement applies to all MWDs, including those       longer applies and members are required to
posted to a seagoing ship or Navy aircraft             ensure they have appropriate insurance in place
squadron.                                              for items remaining in store.
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.
Long-term storage/overflow storage must be
approved by Toll Transitions in accordance with
PACMAN.                                                                                               Remember:
MWODs                                                                                     Any requests for long-term
A MWOD undertaking a removal may be entitled                                          storage or overflow of storage
to long-term storage of furniture.                                                  must be approved by Toll Transitions
Any requests for long-term storage or overflow                                    in accordance with PACMAN.
of storage must be approved by Toll Transitions
in accordance with PACMAN.




                                                                                                                                      15
     SECTION
        3               Your removal
                                Introduction                                   Once your AFR, including removals inventory,
                                                                               has been provided to Toll Transitions, your Toll
If you require any              This section sets out the information you
                                                                               Transitions Case Manager will assist you with
assistance, please call us      need to familiarise yourself with so you are
                                                                               co-ordinating your removal(s). Please note online
on our Freecall number          appropriately prepared for your removal,
                                                                               submission of your AFR (including inventory) is
1800 819 167.                   and covers:
                                                                               the Defence preferred method of submission and
We welcome your                 •	 methods for compiling your inventory of     is outlined on page 6.
comments on any aspect            household goods and personal effects,
of your removal, our service                                                   Inventory
                                •	 your obligations,
or this Guide. If you have
praise, criticism or a          •	 what can and cannot be moved,               You can compile and maintain multiple
suggestion, call Toll                                                          inventories (including motor vehicles) at various
                                •	 the removalist’s obligations,
Transitions on 1800 819 167,                                                   locations online on the Toll Transitions website.
or write to your nearest Toll   •	 uplift and delivery procedures,
                                                                               To enter your inventory online, go to
Transitions RSC.                •	 what happens if your goods are lost         www.tolltransitions.com.au/defence
                                  or damaged?




16
                                                                                                                  SECTION 3: yOUR REmOVAL




Please note that if you choose to enter, or already
have an inventory online and complete the AFR in
hard copy, you will need to note that your
inventory has been completed online. Ensure that
your inventory is fully up to date at the time you
submit your AFR. Do not submit your AFR and
inventory online if you have already submitted
a hard copy.

Alternative submission method
Should you be unable to complete your inventory
online, you can utilise the forms in this Relocation
Guide.
This Relocation Guide contains the following
inventory forms in relation to a removal:
•	 Inventory Form – Request for Removal of             www.tolltransitions.com.au/defence
  Household Furniture and Personal Effects
  for Defence Members,                                 Listing your inventory                                 You can lodge and retain
•	 Inventory Form – Request for Relocation of                                                                 your inventory on-line at
                                                       Please list your furniture and their value, by room,
  Motor Vehicles, Motor Bikes, Boats, Caravans,                                                               www.tolltransitions.com.
                                                       and also list packable items and their collective
  Trailers, etc. for Defence Members.                                                                         au/defence. This will save
                                                       value, in each room. Also list those special or
                                                                                                              you having to re-enter your
You will need to read and understand this              expensive items in the space provided on your
                                                                                                              inventory every time
Relocation Guide, complete your Removal                inventory form. This information is critical to
                                                                                                              you move.
Request and Inventory using the forms in               ensure that our removalist prepares properly for
the back of the Guide and return them to               your removal (including arriving with the right-
Toll Transitions with your AFR form.                   sized vehicle) and to assist you and us if you need
                                                       to notify us of any loss or damage to your item.
When completing your inventory it will help if you:
                                                       Note: It is important that the packable
•	 complete separate inventories for those goods
                                                       items value listed for each room takes
  going to your new residence and for those
                                                       account of the quantity and reasonable
  going to store or to any other location. You will
                                                       replacement value of the total items
  need to complete a Request for Removal form
                                                       in the room given their current
  for each inventory – be sure to match the right
                                                       age and condition.
  inventory to each request,
                                                                                                        Remember:
•	 list each non-packable item to be moved,

•	 value each item realistically. Base your value                                         If you have internet access,
  on what it would cost you to replace the item                                       you may complete your AFR and
  with one of the same age and condition (your
  valuation is used as a guide only),                                               inventory online by visiting our website at
•	 include important information, such as brand,
                                                                                   www.tolltransitions.com.au/defence.
  model, serial number for each item,
                                                                                 Do not submit your AFR and inventory
•	 list and describe, expensive (packable) items
  and those you value highly,
                                                                                 online if you have already submitted
•	 state the size and the approximate weight of
                                                                                  a hard copy.
  unusual items, such as workshop equipment,
  large wall units and very large, heavy items,
•	 obtain a current valuation certificate for
  paintings, antiques and other high value items.

                                                                                                                                       17
Please note: The Request      Adding items to your inventory                        •	 your precise contact details at your uplift and,
for Removals of Household                                                             if possible, your delivery locations. These
                              You must obtain approval from your Toll
Furniture and Personal                                                                details may change throughout your removal
                              Transitions Case Manager to add items to your
Effects for Defence                                                                   and it is essential that you advise us if they do
                              inventory after your removal has been authorised.
Members is the only                                                                   so we can keep you informed,
                              If you do not, you may be responsible for paying
acceptable form to be
                              any additional removal costs.                         •	 if you have one or more consignments in store
completed for the removal
                                                                                      from a previous move you must advise your
of furniture and effects.     Please note: The Request for Removals of
                                                                                      Toll Transitions Case Manager and also
A long form inventory         Household Furniture and Personal Effects for
                                                                                      indicate this in the comments section of your
will only be accepted for     Defence Members is the only acceptable form
                                                                                      Removal Request Form,
Warranty purposes.            to be completed for the removal of furniture
                              and effects. A long form inventory will only          •	 if you are conducting a removal on discharge
                              be accepted for Warranty purposes.                      it is important to remember that you will be
                                                                                      responsible for ongoing storage and other
                              Record additional items on your inventory and
                                                                                      charges from the date of delivery to store.
                              have the removalist list them on the Inventory
                                                                                      You will be required to sign a form (Defence
                              Condition Report (ICR) during uplift. This will
                                                                                      Personnel Responsible for Services
                              ensure these items are covered by the Toll
                                                                                      Notification) confirming the date that your
                              Transitions Warranty System.
                                                                                      entitlement to storage services ceases and that
                              If you require any assistance, please call us           your goods will be ex-stored, unless you make
                              on our Freecall number 1800 819 167.                    private arrangements with the removalist for
                                                                                      ongoing storage services. You can check with
                              Request for Removal Forms                               the provider to confirm what your storage rate
                                                                                      and other charges will be. You need to make
                              If completing your Request for Removal forms            these arrangements for ongoing storage and
                              in hard copy please supply the following critical       other services directly with the provider. You
                              information to make your move a smooth one:             will be billed directly monthly in advance by the
                              •	 the dates you require your prepack and uplift.       provider for all services provided after the date
You must obtain approval        Please ensure that you provide an actual date.        your entitlement to storage services ceases.
from your Toll Transitions      TBA – is not to be used,
Case Manager to add items
                              •	 your preferred delivery date to your new
to your inventory after
                                residence (if known). If you are unaware of a
your removal has been
                                delivery address, as a minimum, please note a
authorised. If you do not,
                                city or area (e.g. Canberra, Sydney, etc.) and
you may be responsible
                                your goods will be delivered to storage and
for paying any additional
                                remain there until a delivery address is advised
removal costs.
                                to Toll Transitions. Please ensure you advise
Call us on 1800 819 167 if      your Toll Transitions Case Manager as soon as
you have questions. Record      you confirm a date and address,
additional items on your
                              •	 details of any special features in your current
inventory and have the
                                (and new, if possible) residence, such as lifts,
removalist list them on
                                internal stairways, awkward access, restricted
the Inventory Condition
                                parking or long or awkward distance to carry
Report (ICR) during uplift.
                                from the residence to where the truck is to park,
This will ensure these
items are covered by the      •	 whether any of your belongings are to go into
Toll Transitions Warranty       storage or to an address other than your new
System.                         address. (You will need to complete an
                                additional Inventory and Removal Request for
                                each part of your removal),




18
                                                                                                                SECTION 3: yOUR REmOVAL




Removal of motor vehicles                              1. You may elect to take up protection offered by    Clean it out
                                                          the vehicle carrier. There may be a fee and an
Moving your vehicle?                                                                                        Before the vehicle carrier
                                                          excess may apply if you claim. You need to be
                                                                                                            collects your vehicle or
You can submit your Removal of Motor Vehicle              clear about the terms and conditions of the
                                                                                                            you leave it at the depot,
request online at www.tolltransitions.com.                protection that may be offered to you
                                                                                                            please remove all personal
au/defence. You will need to attach your                  including the payment of an excess if
                                                                                                            belongings, household
vehicle(s) details to an Inventory location.              required.
                                                                                                            effects and other loose
Having your vehicle removed through Toll               2. If you have insurance already on your vehicle     items from it.
Transitions is a straightforward process, but             it may cover your vehicle in transit – you need
there are things you need to do and be aware              to confirm this with your insurer. Be aware
of to make sure your vehicle is safe and secure.          that if you claim against your policy you may
Attention to the important details listed below           be required to pay an excess and you may
will ensure a smooth move.                                suffer a loss of no claim bonus.
                                                       Any decision to take up insurance for a
How?                                                   vehicle must be undertaken prior to the day
Simply complete the Request for Relocation of          of uplift.
Motor Vehicles, Motor Bikes, Boats, Caravans,          If you transport your vehicle and have no
Trailers, etc. for Defence Personnel Form which        insurance and you suffer loss or damage through
is located in Section 8 of this Relocation Guide       no negligence of the vehicle carrier you may not
and submit it to your Toll Transitions Case            recover your loss or damage.
Manager along with your Request for Relocation
and other forms – Toll Transitions will do the rest.
Should your vehicle be externally modified in any
way please describe the modifications on your
Request for Relocation of Motor Vehicles form or
via the Toll Transitions website if lodged online.
Modifications may require the vehicle carrier to
use special handling equipment and will assist us
to ensure the appropriate equipment is used.
If more than one vehicle is to be moved, please
complete a separate form for each vehicle.

Insurance: very important
Our vehicle carriers take every care in moving
your vehicle. However, there may be occasions
                                                                                                       Remember:
when despite the best of intentions incidents
occur. By working together we can reduce the
                                                                                         Pay special attention to those
stress this places on you and your family. Our                                       parts of the inventory asking for
arrangement with Defence does not provide for                                      your family details as we will use this
insurance on vehicles while being moved. You are
therefore responsible for making the decision on                                 information to assist in determining how
how or if you insure your vehicles while they are                               many carton kits are required and if a
being moved. There are currently two options
                                                                                Pre-Removal Visit (PRV) is required.
available to you:




                                                                                                                                    19
Before you hand your           Clean it out                                          Check the oil and be sure the vehicle is
vehicle over to the vehicle                                                          adequately greased, and leave enough fuel in
                               Before the vehicle carrier collects your vehicle
carrier or its agent, it is                                                          the tank to cover the short trips on and off the
                               or you leave it at the depot, please remove all
important that the vehicle                                                           carrier’s vehicle.
                               personal belongings, household effects and other
carrier complete its Vehicle
                               loose items from it.
Condition Report.                                                                    Hobby vehicles
                               This is important because the vehicle carrier is
                                                                                     Hobby vehicles (complete or under active
                               not responsible for articles left in the vehicle or
                                                                                     restoration) to be relocated may also have
                               any damage those articles cause during the
                                                                                     associated components that are involved in the
                               removal. The vehicle carrier may refuse to move
                                                                                     restoration. These components may be relocated
                               your vehicle if articles have not been removed.
                                                                                     but subject to the following conditions:
                               You must not leave in your vehicle:
                                                                                     •	 car parts (other than those associated with
                               •	 personal belongings,
                                                                                       hobby vehicles) are not approved for
                               •	 household effects,                                   relocation,
                               •	 other loose items,                                 •	 hobby vehicle parts that are clean, do not
                                                                                       present a risk of injury to persons or property
                               •	 hazardous materials (other than fuel that is
                                                                                       may be removed. Parts must be listed in the
                                 normally required to operate the vehicle).
                                                                                       Household Removal inventory, or on the vehicle
                               Note: This includes caravans and mobile                 condition report if moved with vehicle,
                               homes. All items must be removed prior
                                                                                     •	 Toll Transitions will, in consultation with the
                               to removal.
                                                                                       owner, determine the best method for removal
                               Even hubcaps and sun-visors/louvres that are not        of parts,
                               permanently fixed should be removed. The only
                                                                                     •	 Warranty will not apply to hobby vehicle parts
                               exceptions to this requirement are permanent
                                                                                       irrespective of the method of transportation.
                               attachments and accessories. Hazardous
                                                                                       Refer page 29 “what is not covered”.
                               materials must not be left in the vehicle.
                               For example, if you are moving a mobile home,
                                                                                     On the day of delivery
                               any gas bottles used to run a cooker or other
                               appliance must be emptied and certified as such       Please check that the Vehicle Condition Report
                               by an authorised person in order for the              accurately reflects the condition of your vehicle.
                               removalist to transport that item.                    If the vehicle has sustained any damage in transit
                                                                                     then details of the damage should be recorded
                               Clean it up                                           on the Vehicle Condition Report when the vehicle
                                                                                     is handed back to you. Please note that in some
On day of delivery please      Wash the vehicle before it is collected so you and
                                                                                     locations you may be required to collect and drop
check that Vehicle             the vehicle carrier can complete the vehicle
                                                                                     off your vehicle from the car carrier’s depot.
Condition Report accurately    condition report with an accurate record of its
reflects the condition of      condition including the state of the paintwork.
                                                                                     On the day of the move
your vehicle. If the vehicle
has sustained any damage       Make it driveable                                     Before you hand your vehicle over to the vehicle
in transit then details of                                                           carrier or its agent, it is important that the vehicle
                               All vehicles (including non-goers) to be relocated
the damage should be                                                                 carrier complete its Vehicle Condition Report.
                               must be in a state of good repair and must not
recorded on the Vehicle        present a risk of injury to the carrier’s staff or    It is important that you remember to give a set of
Condition Report when the      members of the public. Braking and steering           keys to the vehicle carrier or agent.
vehicle is handed back to      systems must be fully operational. Tyres
you. Please note that in       (including spare) must be in good repair and
some locations you may be      correctly inflated. Panels, parts and frame must
required to collect and drop   be capable of withstanding the relocation process
off your vehicle from the      and not present a danger through collapse or
car carrier’s depot.           sharp and protruding components.



20
                                                                                                                   SECTION 3: yOUR REmOVAL




Preparing for your removal                          •	 fishing rods – separate reels (they will be
                                                      packed by the removalist),
Your responsibilities are:
                                                    •	 computers and accessories – prepare
•	 all items must be cleaned prior to being moved
                                                      according to manufacturer’s instructions,
  or stored,
                                                      label all components,
•	 washing machines and refrigerators must be
                                                    •	 remote control units – pack in your Priority
  drained and wiped dry, and cleaned; washing
                                                      Carton,
  machine bowls should be secured by you (refer
  to manufacturer’s instructions),                  •	 push bikes – high value bikes will be packed in
                                                      a bike carton. Bike cartons will be supplied by
•	 all fuel and oil must be drained from lawn
                                                      the removalist. You are responsible for packing
  mowers, whipper snippers and other fuel
                                                      the bike in the carton and appropriately
  driven appliances,
                                                      preparing the bike, e.g. adjusting/removing
•	 whilst the removalist will disassemble (and        pedals, loosening handle bars and lowering the
  reassemble) items such as beds (except              seat, to ensure it fits safely in the carton. If the
  waterbeds), and mirrors from dressing tables,       bike is longer than the carton the front wheel
  you must disassemble prefabricated furniture        must be removed and secured beside the rear
  (furniture which has been designed for quick        wheel. Any items removed from the bike must
  and easy assembly normally requiring allen          be wrapped securely and packed in the carton
  keys, e.g. computer desk) – place loose items       with the bike.
  such as bolts and screws in a container and
                                                    All your household furniture and personal effects
  place the container with the item for packing
                                                    (corrosives, flammables and other hazardous
  or in the Priority Carton* provided,
                                                    goods excepted) including outdoor furniture and
•	 you must also disassemble garden sheds and       the contents of sheds and storage areas, can be
  outdoor play equipment – swing sets,              moved or stored. Refer to pages 23 & 24 for
                                                                                                             * Your Priority Carton is separately
  trampolines, etc.,                                more information on what can be moved and                  identified and is the last carton on the
                                                    what cannot be moved as part of your removal.              truck and the first off. It is most useful
•	 you must disconnect electrical cords from                                                                   for your kettle, bed legs, remote
  computers, televisions, videos, sound                                                                        controls, screws, etc. It’s a good idea
  systems, etc.,                                                                                               to pack keys to lockable furniture and
                                                                                                               other items you will need at delivery in
•	 you should remove tapes, CDs, disks, etc,                                                                   the priority carton.
  from machines,
•	 for BBQ gas bottles or LPG cylinders to be
  carried by the removalist they must be purged
  by a licensed party and a certificate obtained                                                   Preparing
  and attached to the bottle to verify this. Toll
  Transitions can advise you of the nearest                                                   for your removal is
  licensed provider or bottle swap organisation,                                          important.
•	 scuba tanks should be prepared to
  manufacturer’s instructions,                                                    Cleaning and preparation will
•	 waterbeds – dismantle and empty, roll and
                                                                                protect your goods, as well as other
  wrap bladders,                                                               consignments that may travel with
•	 dismantle TV antennae and supports,                                         your goods or be kept in the same store.
•	 batteries – must be removed from battery-
  operated appliances,
•	 clocks – remove weights and pendulums,

•	 filing cabinets, etc. – pack personal papers
  into book cartons,



                                                                                                                                                    21
     Technical Assistance                                    in their cupboards or cabinets for the
                                                             removalist to pack,
     Removalists engaged by Toll Transitions are not
     responsible for providing the technical support       •	 if your belongings are to go to different
     listed below:                                           destinations, separate items for each
                                                             destination and clearly tell the removalist what
     •	 dismantling or installing TV antennae,
                                                             goes where,
     •	 dismantling or installing spas,
                                                           •	 bring out any items stored in hidden places,
     •	 emptying or filling waterbeds,                       such as under the house or in sheds, to ensure
     •	 dismantling or installing security alarm             they are not left behind,
       systems,                                            •	 separate or clearly identify items to remain in
     •	 dismantling or installing window mounted air         your uplift residence to ensure they aren’t
       conditioners, and/or                                  moved by mistake (e.g. permanent fixtures),

     •	 disconnecting or installing ice making fridges     •	 obtain a current valuation certificate for
       that require a plumber.                               paintings, antiques and other high value items
                                                             prior to uplift. You must pack any certificates
     Technical Assistance reimbursement may be               separately or carry them with you and note the
     available for dismantling and assembling items.         inventory appropriately.
     If you require specialist help to prepare any item,
     ask your Toll Transitions Case Manager whether        Appointing an Agent
     you may seek reimbursement of costs.
                                                           It will be necessary for you or your agent to
     Other important things to do before                   be present at all times throughout your
     your uplift:                                          uplift and delivery.

     •	 advise us of your temporary contact details in     If you cannot be at your uplift and/or delivery
       both the uplift and delivery areas,                 and you appoint an agent to represent you,
                                                           it is critical that you advise your agent of the
     •	 advise us of any changes to the delivery           particular aspects of your removal for which they
       address,                                            will be responsible. Your agent must be a
     •	 if your belongings are to go to one destination,   responsible adult and is required to be on site
       leave crystal, linen, crockery and similar items    while the removalists are working.




22
                                                                                                               SECTION 3: yOUR REmOVAL




Make sure your agent is aware of your obligations    Packed by Owner (PBO) items                           Be aware that if the
by referring him or her to this section of the                                                             removalist does not pack
                                                     Our contract with removalists requires them
Relocation Guide and in particular the provisions                                                          all items, other than your
                                                     to pack all your belongings, except personal
detailed on page 21.                                                                                       clothes and personal
                                                     clothing. We do not accept any responsibility for
                                                                                                           items, the Toll Transitions
                                                     any loss or damage to items you pack yourself
Carton kits                                                                                                Warranty System will
                                                     except in the case of loss of or obvious damage
Carton kits are made up of portarobes, standard                                                            not apply.
                                                     to a carton, caused by the removalist.
cartons and book cartons and are provided for
you to pack your clothes and other personal          Plants
items you may wish to pack. We do not accept
                                                     Defence does not approve the removal of plants.
any responsibility for items which are not packed
                                                     Toll Transitions do not accept any responsibility
by the removalist, except in the case of loss of,
                                                     for removal of plants. Please note that our
or obvious damage to a carton, caused by the
                                                     warranty does not apply to loss or damage
removalist.
                                                     of plants or loss or damage to other items
Be aware that if the removalist does not pack        caused by the plants.
all items, other than your clothes and personal
items, then as detailed on page 30 of this guide,    What items can be moved?
the Toll Transitions Warranty System will
not apply.                                           In addition to normal household goods,
                                                     the following can be moved or stored:
We will supply you with a number of cartons
and portarobes in accordance with Defence            •	 sealed foodstuffs. For unopened bottled liquors
guidelines. Your Carton Kits will be delivered         and wines, the manufacturer’s seal must be
before your pre-pack provided we receive               intact. We accept responsibility for loss or
sufficient notice of your removal. Additional          breakage, but not deterioration, spillage,
portarobes and packing cartons can be provided         seepage or explosion,
by the removalist prior to or on the day of your     •	 removable and portable outdoor items such
pre-pack, if pre-arranged.                             as shelving in your garden shed, swing sets,
Note: Carton kits are not designed to be               trampolines, large outdoor toys, lawn lockers
your total Packed By Owner (PBO) solution.             and tool sheds if they have been cleaned,
                                                       dismantled and packed securely by you (PBO)
Packing your clothing                                  and are later reassembled by you,

You are required to pack all clothing. Portarobes,
which carry clothes on hangers only, are available
for door-to-door moves and short-term storage.
                                                                                                         Remember:
Pack portarobes carefully – when overloaded
they can collapse in transit. Each portarobe will
hold approximately 25 hanging items.
                                                                                         When your agent signs
                                                                                     papers for your removal, he or she
Clothes not on hangers can be packed in
cartons or suitcases. Keep a record of what                                       acts as and for you, and commits you
you pack where.                                                                 to his or her decisions.
If your goods will be placed in storage for a
period greater than six weeks following uplift,                                Our contract with removalists requires
Portarobes should not be used. All clothing                                    that they leave your residence and await
should be packed in cartons or suitcases.
                                                                                your return both at uplift and delivery
Clearly mark cartons you have packed as PBO
and list the room and a brief description of items
                                                                                  if you or your agent needs to leave
on the carton – for example ‘bedroom 3,                                               for any reason.
children’s clothing’. Make a record on your copy
of your inventory.


                                                                                                                                     23
Dangerous, hazardous or        •	 small boats, canoes, kayaks, and other small        and/or storage of dangerous, hazardous or
flammable items cannot be        watercraft (no longer than 5.7 metres and/or         flammable items.
part of your removal.            no heavier than 51kg),
                                                                                      Under no circumstances are dangerous,
Heavy penalties may apply      •	 motor bikes, trail bikes and mini bikes if they     hazardous or flammable items to be moved
should injury to property or     are packed and crated by you and drained of          or stored as part of your removal. It is your
person result from inclusion     all petrol and oil,                                  responsibility to ensure that these items are
of these items.                                                                       NOT included in your consignment.
                               •	 BBQ bottles where certified ‘empty’ by a
                                 licensed provider,                                   Heavy penalties may apply should injury to
                                                                                      property or person result from inclusion of
                               •	 scuba tanks – prepared to manufacturer’s
                                                                                      these items.
                                 specifications,
                                                                                      Examples of dangerous, hazardous or flammable
                               •	 hobby vehicle parts that are clean, do not
                                                                                      items that cannot be moved as part of your
                                 present a risk of injury to persons or property
                                                                                      removal are:
                                 may be removed. Parts must be listed in the
                                 Household Removal inventory, or on the vehicle       •	 petrol, kerosene, paints, varnish, turpentine,
                                 condition report. Toll Transitions will in             methylated spirits, pure alcohol, oils,
                                 consultation with owner determine the best           •	 photographic developers, oxygen, methane,
                                 method for removal of parts. Parts that do not         chlorine gas, mercury, caustic solutions,
                                 comply with Defence Portability Guidelines will
                                 not be removed.                                      •	 oxides, pesticides, weed killers, polishes,
                                                                                        arsenic, flares, fireworks, black powder,
                               What items cannot be stored?                           •	 LPG cylinders that have not been certified
                               The following can be moved door to door only;            as empty by a licensed provider,
                               i.e. they cannot be stored for any period:             •	 gas cylinders for home soft drink makers,
                               •	 non corrosive liquids,                                aerosol cans, matches, butane lighters,
                               •	 furs – but note you must pack them yourself         •	 irritants, home brew, life rafts, pressurized
                                 and they will be PBO items and we will not             vessels, explosive devices of any kind.
                                 accept any responsibility for loss or damage,
                                 except in the case of loss, or obvious damage        Other items not able to be moved:
                                 to a carton, caused by the removalist,               These items CANNOT be moved as part of
                               •	 granulated and powdered garden fertilisers          your Household Goods Removal:
                                 – bags must be wrapped individually in               •	 non-portable items that cannot, due to size,
                                 heavy-duty polyethylene bags and sealed.               shape or weight, reasonably be carried by two
                               We do not accept any responsibility for loss or          people and require additional lifting equipment
                               damage to these items.                                   (such as cranes or forklifts). If, however, the
                                                                                        non-portable item can be dismantled and
                               The above items must not present a danger
                                                                                        packaged by the owner it may be approved by
                               to the removalist or to other goods in transit.
                                                                                        either your Toll Transitions Case Manager for
                               You will be responsible for any damage that
                                                                                        removal as a PBO item,
                               these goods may cause to your belongings
                               or other effects.                                      •	 motor bikes, trail bikes and mini bikes if they
                                                                                        have NOT been packed and crated by you and
                               What items cannot be moved?                              drained of all petrol and oil,
                                                                                      •	 car parts – anything that forms part of a motor
                               Dangerous, hazardous or flammable items.
                               These cannot be part of your removal.                    vehicle including panels, drivetrain items,
                                                                                        windscreens, partly-built cars, car tyres, seats
                               Toll Transitions’ suppliers, which include airlines,     (dickey seats are an exception) but excluding
                               removalists and shipping companies, must                 accessories (accessories are generally
                               comply with strict regulations about the removal         after-market fitments such as visors, shades
                                                                                        and towing rear view mirrors),


24
                                                                                                                  SECTION 3: yOUR REmOVAL




•	 hobby vehicle parts that are not clean and/or      Pre-Removals Visit (PRV)                                Provide up to date contact
  present a risk of injury to persons or property                                                             phone numbers so that your
                                                      Toll Transitions may, depending on the size,
  will not be eligible for removal,                                                                           removalist is able to advise
                                                      complexity, lead time and location of your
                                                                                                              you of timings.
•	 bulk fuel or building materials, such as           removal, arrange a PRV. The purpose of the PRV
  garages, carports, bricks, firewood and coal,       is to clarify all of the particular needs of your       Be present at all times to
                                                      removal, such as access conditions, whether             supervise. Clearly nominate
•	 dangerous items such as firearms including
                                                      items need special attention, confirming the size       to the removalist items
  ammunition and replica firearms (other than in
                                                      of your move, and making whatever                       which you do not want
  specific circumstances covered by legislation),
                                                      arrangements are necessary to meet your needs,          packed and where items
•	 living items, such as birds and poultry,           including the provision of additional cartons and       are to be placed.
  livestock and plants, including indoor plants,      portarobes.
  shrubs and trees,
                                                      The Toll Transitions Consultant will call you to
•	 cash (in any currency),                            arrange a suitable time to visit your home and
•	 soiled items,                                      conduct the survey. If you are difficult to contact
                                                      please call Toll Transitions so we can help you
•	 jewellery and furs,                                work out a suitable time.
•	 stamp and coin collections,                        PRVs are usually conducted during normal
•	 private papers (wills, passports, etc).            Defence working hours, however special
                                                      arrangements may be made outside of these
Valet unpacking service                               hours by agreement. During the PRV, you should
                                                      show the consultant any unusual features of your
Toll Transitions can provide valet unpack services
                                                      consignment or residence that could cause
if requested by you, at your expense. The
                                                      problems during uplift or require special handling
removalist is only required to unpack to a flat
                                                      or preparation. Let the consultant know of any
surface. The valet unpack service therefore offers
                                                      changes to the original inventory, including
an additional unpack service as detailed below.
                                                      additions and deletions, and ensure you also
Valet unpack services include:                        advise your Toll Transitions Case Manager.
•	 goods unpacked with care and put away in
  cupboards,
•	 cupboards, shelves and benchtops wiped clean
  before and after unpacking,
•	 beds made,

•	 colour coding linen,
                                                                                                            Remember:
•	 furniture arranged and effects unpacked, in
  accordance with your requirements,                                                       Non corrosive liquids,
•	 cartons emptied fully and collapsed ready for                                       furs and granulated and
  pickup by removalists.                                                            powdered garden fertilisers
Valet unpacking services are available in all                                      must not present a danger to the
capital cities and major regional centres. Prices
are subject to change. Please call Toll Transitions                              removalist or to other goods in transit.
on 1800 819 167 to discuss valet unpack                                          You will be responsible for any damage
services and pricing further.
                                                                                  that these goods may cause to your
Please note: All valet unpack services must                                         belongings or other effects.
be paid for at the time of the booking via
credit card.




                                                                                                                                       25
If you don’t agree with the    Uplift and delivery                                  Pre-pack
uplift condition as recorded
                                                                                    In a pre-pack, usually the day before uplift,
by the removalist, note this   Your responsibilities
                                                                                    the removalist packs your packable effects into
on the ICR then call Toll      It is important that you take control at removal     cartons (except personal clothing) and prepares
Transitions on 1800 819 167    time and manage your move. Toll Transitions is       furniture for uplift. These cartons are loaded the
for assistance.                your move partner and will act on your behalf, but   next day, along with your furniture and other
                               we cannot attend every uplift and delivery. Whilst   goods. Other than for small removals, most
                               we are only a phone call away at anytime it is       moves involve a pre-pack.
                               important to remember your responsibilities at
                               uplift and delivery.                                 At uplift the removalist will:
                               Your responsibilities include:                       •	 park the removal vehicle on the road adjoining
                                                                                      the house, not on the driveway or lawn unless
                               •	 ensuring you have provided up to date contact
                                                                                      prior approval from DHA (if the property is
                                 phone numbers to your removalist,
                                                                                      managed by them) or yourself (if it is your own
                               •	 being present at all times to supervise the         home or a RA property) has been given for the
                                 removals crew – if you or your nominated             removalist to park on the driveway or lawn,
                                 representative is not present at uplift the
                                                                                    •	 discuss your removal timetable and any details
                                 removals crew will not commence or will
                                                                                      or concerns with you when they arrive. This
                                 cease packing until you or your
                                                                                      will help ensure a mutual understanding of
                                 representative are present,
                                                                                      needs and how they will be met,
                               •	 being satisfied that all items have been
                                                                                    •	 provide sufficient cartons, packing material,
                                 uplifted/delivered,
                                                                                      plastic covers and pads to pack all your
                               •	 clearly nominating to the removalist those          belongings,
                                 items which you do not want packed and
                                                                                    •	 carry out the delivery within acceptable
                                 where items are to be placed at delivery.
                                                                                      Defence hours (refer page 28),

                               Your removalist’s responsibilities                   •	 cover mattresses and upholstered furniture
                                                                                      with plastic covers,
                               Your removalist’s responsibilities throughout your
                                                                                    •	 dismantle items of furniture such as beds
                               removal include:
                                                                                      (except waterbeds), mirrors from dressing
                               Removal confirmation                                   tables and castors from chairs,
                                                                                    •	 pack paintings and prints in the most
                               Prior to your uplift the removalist or their
                               representative will contact you to confirm the         appropriate packing material,
                               time of your uplift and other removal                •	 take care to protect carpets and floor
                               arrangements.                                          coverings,
                               If contact is not made or if you have doubts         •	 cover your furniture when it is being moved
                               or questions, please call Toll Transitions on          between the house and removal vehicle on
                               1800 819 167.                                          wet days,
                                                                                    •	 accompany you in inspecting your property
                                                                                      to ensure all items to be moved have been
                                                                                      uplifted,
                                                                                    •	 cease work if you or your agent is not present.




26
                                                                                                               SECTION 3: yOUR REmOVAL




                                                     Be sure you agree that all items have been            Prior to your uplift the
                                                     numbered and uplifted and that you agree              removalist or their
                                                     with all notations on the condition of your           representative will contact
                                                     effects before signing the ICR.                       you to confirm the time
                                                                                                           of your uplift and other
                                                     If you don’t agree with the uplift condition
                                                                                                           removal arrangements.
                                                     as recorded by the removalist, note this
                                                                                                           If contact is not made
                                                     on the ICR then call 1800 819 167 for
                                                                                                           or if you have doubts or
                                                     assistance.
                                                                                                           questions, please call Toll
                                                     Upon delivery completion be sure to check             Transitions on 1800 819 167.
                                                     that all items listed on the ICR have been
                                                     delivered and accounted for prior to
                                                     signing. Any missing items or damages
                                                     must be noted on the ICR before signing.

                                                     At Delivery the Removalist will:
                                                     •	 park the removal vehicle on the road adjoining
                                                       the house. They will not park on the driveway
                                                       or lawn unless prior approval from DHA (if the
                                                       property is managed by them) or yourself (if it
                                                       is your own home or a RA property) has been
Inventory Condition Report (ICR)
                                                       given for the removalist to park on the driveway
                                                       or lawn,
Importance of the ICR
                                                     •	 unpack all cartons onto a flat surface, except
The removalist completes the ICR as the uplift         those containing clothing. The removalist is not
takes place:                                           required to put items away in cupboards. Call
•	 the removalist will apply a numbered sticker to     Toll Transitions immediately if the removalist
  each furniture item and carton. This number is       refuses to unpack cartons,
  then noted against the furniture piece or carton   •	 carry out the delivery within acceptable
  on the ICR,                                          Defence hours (refer page 28),
•	 the ICR will describe and note the condition of
  each item being moved,
•	 the removalist will also number cartons and
  provide a general description of the contents
  on the carton’s exterior,                                                                              Remember:
•	 the ICR will show cartons uplifted by room,                                            If you don’t agree with the
  noting clearly whether they are ‘packed by
  removalist – PBR’ or ‘packed by owner – PBO’,                                      uplift condition as recorded by
•	 any damage to your residence or surrounding
                                                                                  the removalist, note this on the
  property caused by the removalist should be                                   ICR then call 1800 819 167
  recorded on the ICR and signed for by the                                    for assistance.
  removalist.
When your uplift is complete, the
removalist must provide you or your agent
with a copy of the ICR. It is an important
document and you or your agent should
read it carefully before you sign it.




                                                                                                                                    27
You must retain your copy       •	 place your furniture and cartons in any            Lost or damaged items?
of the uplift ICR and present     reasonable position you request of them.
                                                                                      Overview
this to the removalist at         Our contract only requires removalists to place
delivery. After the delivery      items once,                                         Toll Transitions and its panel of removalists
condition and acquittances                                                            observe the highest possible service standards in
                                •	 take care to protect carpets and floor
have been completed you                                                               each removal. Occasionally, despite everyone’s
                                  coverings,
will then have this copy                                                              best efforts, loss or damage can occur. If the loss
returned to you.                •	 reassemble all furniture the removalist            or damage arises during removal services, then
                                  dismantled at uplift,                               subject to the following, we will make good that
                                                                                      loss or damage.
                                •	 cover surfaces onto which they unpack,
                                  such as dining tables, with pads and cloths,        How we will manage your Notice of Loss
                                •	 remove all cartons, paper and debris               or Damage
                                  associated with removal,                            We will:
                                •	 provide you with your copy of the ICR, which       •	 confirm the receipt of your Notice of Loss or
                                  you must sign after you have recorded any             Damage to you in writing,
                                  obvious losses or damages on it – note, if you
                                                                                      •	 contact you after the receipt of your Notice of
                                  disagree with the removalist’s notations, briefly
                                                                                        Loss or Damage to discuss resolving the loss
                                  record your concerns before you sign the
                                                                                        or damage,
                                  document,
                                                                                      •	 on a regular basis keep you informed of the
                                •	 if you elect to unpack cartons the removalist        progress of repairs, replacement and/or
                                  will return once to collect the empty cartons         compensation action,
                                  within two weeks of your delivery, provided
                                                                                      •	 at the conclusion of your Notice, contact you to
                                  you have flattened the cartons and stored the
                                  waste wrapping paper in mattress covers,              ensure all elements of the Notice are resolved.
                                  or similar. Removalists are not required to pick    We will manage the process of making good the
                                  up wet or damaged cartons or paper. You will        loss or damage and will, where possible, provide
                                  need to contact the removalist directly to          recommended repairers and suppliers.
                                  organise a time/date for the collection of          To lodge a Notice of Loss or Damage:
                                  those cartons.
                                                                                      1. Lodge your Notice of Loss or Damage on-line
                                Call Toll Transitions immediately if the                 through the Toll Transitions/Defence website
                                removalist refuses to unpack cartons.                    at www.tolltransitions.com.au/defence.
                                                                                         When logged in to the website homepage,
                                Acceptable hours for uplift and delivery                 locate the move from which the damages or
                                Acceptable Defence hours for removal services to         loss have occurred in the ‘Past Relocations’
                                be conducted are Monday to Friday between 7am            section (located at the bottom of the page)
                                and 7pm from October to March, and 7am and               and click the ‘Report Loss or Damage’ link, or
                                6pm the remainder of the year. You may agree          2. Post or fax your Notice of Loss or Damage
                                to have the removalist work outside these hours.         form (which can be found in the back of this
                                If the removalist is pressuring you to work              Relocation Guide or can be downloaded from
                                outside these hours call Toll Transitions on             www.tolltransitions.com.au/defence) to:
                                1800 819 167.                                            Warranty Management Centre,
                                                                                         PO Box 15294
                                                                                         City East QLD 4002
                                                                                         Fax: 07 3149 2704; or
                                                                                      3. Lodge your Notice of Loss or Damage form
                                                                                         in person at any Toll Transitions RSC.
                                                                                      Notices of Loss or Damage need to be
                                                                                      lodged with Toll Transitions within 14 days
                                                                                      of your delivery.


28
                                                                                                                  SECTION 3: yOUR REmOVAL




Our Warranty                                           Damage to other property                               NOTE: We will not accept
                                                                                                              any responsibility for loss
If an item suffers removal related loss or damage,     If, during your removal, the removalist damages
                                                                                                              or damage to items in
we will, subject to the exclusions and conditions      the residence, outbuildings or letterbox, you
                                                                                                              cartons or containers if
detailed on page 29-30, pay:                           should note this on the ICR and advise Toll
                                                                                                              you unpack them unless
                                                       Transitions immediately on 1800 819 167.
•	 for the cost of repairs as substantiated by a                                                              there is loss of, or obvious
                                                       Ideally, this contact should be made while the
  quotation if those repairs are possible and/or                                                              damage to the carton,
                                                       removalist is still at your residence, or as soon
  economical, or                                                                                              caused by the removalist,
                                                       as possible thereafter. Toll Transitions will make
                                                                                                              and this is noted on the ICR.
•	 for the supply of a like item, taking into          good any removal related damage to your
                                                                                                              If you choose to unpack
  account age, style and condition; or                 residence, outbuildings or letterbox.
                                                                                                              containers, the removalist
Where repair or replacement is not possible or                                                                will note these as “LP” (left
                                                       What is not covered
practicable:                                                                                                  packed) in the condition at
                                                       We will not repair or pay you for any loss or          delivery column of the ICR.
•	 compensation equivalent to the extent of loss/
                                                       damage to or caused by:                                Please check that these
  damage sustained, taking into account age,
  style, condition and/or diminution in value.         •	 vehicles and towable items,                         numbers correspond with
                                                       •	 car parts – anything that forms part of a motor     the containers left packed
Note: The underlying principle of our Warranty is                                                             and then sign as agreeing
                                                         vehicle including panels, drivetrain items,
a replacement with a like for like item. It is not a                                                          to this in the “Unpacking
                                                         windscreens, partly-built cars, seats (dickey
new for old replacement.                                                                                      Certification”.
                                                         seats are an exception) but excluding
Any item which is replaced by the supply of a like       accessories (accessories are generally
item, or for which equivalent compensation is            after-market fitments such as visors, shades
paid, becomes the property of Toll Transitions           and towing rear view mirrors),
and we will arrange with you to collect the            •	 motor bikes, trail bikes and mini bikes unless
affected item.                                           they are packed and crated by you or on your
Where required, we will also pay for the                 behalf and drained of all petrol and oil,
additional costs of transportation and/or              •	 watercraft in excess of 5.7 metres in length
installation incurred as a result of repairs             and/or weighing more than 51 kilograms,
or supply.                                             •	 the failure to comply with or carry out Your
Should we, or you at your option, engage another         Responsibilities as outlined on pages 21-25,
party to provide advice as to whether an item has
suffered removal related damage and whether it
is economical to repair, we will pay those
reasonable costs if it is determined that the
damage is removal related.                                                                                  Remember:
Loss or damage to essential items
                                                                                            PBO items or those you elect
If essential items like your washing machine,
                                                                                        to unpack yourself are not covered
refrigerator or clothes dryer are lost or
inoperable, we may arrange for immediate repair                                      by the Warranty, except in the case
or hire of a loan item. If an essential item is a                                  of loss of or obvious damage to the
washing machine and a suitable hire/loan item is
not available, then we will pay for the cost of
                                                                                  carton, caused by the Removalist.
using a self-service laundry service, up to the
maximum cost of hiring a like item.
If an essential item is lost or damaged,
please call Toll Transitions immediately on
1800 819 167.




                                                                                                                                        29
The underlying principle of   •	 items packed and/or unpacked by you (unless        Where the item is part of a pair, set, system or
Warranty is a replacement       there is loss of or obvious damage to the           collection*, we will only pay the value of the item
with a like for like item.      carton caused by the Removalist and this is         itself. We will pay the value that item has as a
It is not a new for old         clearly noted on the ICR),                          proportion of the combined pair, set, system or
replacement.                  •	 fragile and delicate collectables unless there     collection. Where there is a significant
                                is loss of or obvious damage to the carton          degradation in utility, appearance, function, value
                                caused by the Removalist and/or if the loss         or purpose of the remaining pair, set, system or
                                or damage was a result of you failing to            collection, we will pay compensation for the
                                adequately wrap and pack the items to prevent       reduced value. This payment will be inclusive
                                damage during normal handling,                      of the payment for the lost or damaged item.
                              •	 items not removed or stored by the Removalist      We will not make good the loss or damage if
                                (this includes items you carry with you),           it is caused by fraud (in which case we may
                              •	 unsealed foodstuffs or opened bottles of liquor    take further action).
                                and wines,                                          We will not pay compensation for emotional
                              •	 for unopened bottled liquors and wines, the        distress caused by loss or damage to furniture
                                manufacturer’s seal must be intact. We accept       and effects.
                                responsibility for loss or breakage, but not
                                                                                    You need to obtain a current valuation certificate
                                deterioration, spillage, seepage or explosion,
                                                                                    for paintings, antiques and other high value
                              •	 washing machine when the bowl has not been         items. Remember to pack any certificates
                                secured in accordance with manufacturer’s           separately or to carry them with you, and note
                                instructions,                                       your inventory appropriately.
                              •	 granulated and powdered garden fertilisers,
                              •	 furs (unless there is loss of or obvious damage    Conditions
                                to the carton caused by the Removalist). All        We will not make good the loss or damage if you:
                                furs must be packed by yourself,
                                                                                    •	 replace or repair or dispose of damaged items
                              •	 keys (unless there is loss of or obvious damage
                                                                                       or replace lost items without the prior written
                                to the priority carton caused by the provider),
                                                                                       approval of Toll Transitions,
                              •	 birds, poultry or any pet,
                                                                                    •	 within 14 days of your delivery do not notify us
                              •	 livestock,
                                                                                       of the details by using the Notice of Loss or
                              •	 soiled items,
                                                                                       Damage form.
                              •	 firewood, coal,
                                                                                    Please contact the Warranty Management Centre
                              •	 dangerous, hazardous or flammable items
                                                                                    immediately if you are having problems
                                (see page 24 for definition),
                                                                                    completing the Notice of Loss or Damage form
                              •	 dangerous items such as firearms including         within the above timeframe.
                                ammunition and replica firearms,
                              •	 bricks or building materials,
                              •	 garages and carports,
                              •	 jewellery, medals (other than military medals),
                                bullion, money, precious metals and stones,
                              •	 stamps or photo albums, personal papers.
                              •	 batteries,
                              •	 plants (including indoor plants), shrubs, trees,
                              •	 collections* without a valuation certificate,
                                                                                    *Collections – A number of like or complementary items for
                              •	 irreplaceable items†.                               which the value resides in the integrity of each of its parts.
                                                                                    †Irreplaceable items – An item in respect of which a like for
                              The removal of any item listed under ‘Other items      like replacement cannot be found, and whose value cannot
                              not able to be moved’ on pages 24 to 25.               be objectively determined.




30
                                                                                                                    SECTION 3: YOUR REMOVAL




Disallowed items                                          Should you not be satisfied with the outcome of        We will not pay
                                                          the Regional Removal Appeal, you may request the       compensation for emotional
Where an item has not been accepted due
                                                          Director of Relocations and Housing (DRH) to           distress caused by loss or
to lack of physical damage or other evidence
                                                          convene a National Removal Appeal. All supporting      damage to furniture and
indicating the item may have been damaged
                                                          documentation must accompany this                      effects.
during the Removal (e.g. malfunctioning electrical
                                                          request. Should additional information come to
and mechanical items) you can seek an
                                                          hand following the Regional Appeal decision, the
assessment from a reputable repairer. If the
                                                          Regional Removal Appeal Committee is to be
assessment then indicates, through supporting
                                                          reconvened. The National Removals Appeal
documentation such as a technical report, that
                                                          committee is to verify that the Regional Appeal
damage has occurred through the Removal, Toll
                                                          Committee’s decision adhered correctly to normal
Transitions will reconsider the item.
                                                          guidelines and the approved warranty procedures.
If the item is subsequently accepted by Toll              The National Removals Appeal Committee consists
Transitions all assessment costs will be refunded         of senior managers from DRH and Toll Transitions,
to you. To assist in this process, Toll Transitions       and their decisions are binding on both the
will provide details of suitable repairers/               Department of Defence and Toll Transitions.
assessors in your area and their contact details.
                                                          If you require any further information or assistance
Should you have any difficulties in arranging an
                                                          please do not hesitate to contact Toll Transitions
assessment please contact the Warranty Centre
                                                          on our Freecall number 1800 819 167.
for assistance.
                                                          Further information regarding the Regional and
Dispute resolution process                                National Removals Appeal process can be found
If you disagree with our decision on how your             in PACMAN, reference 6.5.9 and 6.5.10.
notice of loss or damage is dealt with you may            Note: The underlying principle of Warranty
request a review of the notice, preferably in             is a replacement with a like for like item.
writing. You may ask for a review through your            It is not a new for old replacement.
Toll Transitions Regional Relocations Service
Centre, your Warranty Case Consultant at the              Warranty Management Centre
WMC, or through your DRHM.                                PO Box 15294,
Toll Transitions’ Warranty Management Centre              City East QLD 4002
(WMC) will then review the Notice and make an             Phone: 07 3149 2702
assessment on liability and any repairs or                Fax: 07 3149 2704
compensation based on all available evidence              Email: wmc@tolltransitions.com.au
including removalists’ paperwork, repair reports,
discussions with you, etc. You will then be
advised of the outcome of the review.                                                                        Remember:
If, following the review by Toll Transitions, you still                                        Notices of Loss or Damage
disagree with the decision you may proceed to
the Removal Appeals Process. It is not possible                                            need to be lodged with Toll
to proceed to the appeals process until you have                                        Transitions within 14 days of
requested a review by Toll Transitions WMC, and
                                                                                      your delivery.
have not agreed with the outcome of that review.
Your appeal should be lodged with the regional                                       Please contact the Warranty
DRHM, who will then convene a Regional
                                                                                     Management Centre immediately
Removal Appeal Committee with representatives
from Toll Transitions and DRHM. Decisions made                                        if you are having problems
by this committee are binding on Toll Transitions                                        completing the Notice of Loss
and the Department of Defence.
                                                                                           or Damage form within the
                                                                                                above timeframe.


                                                                                                                                        31
                               Advice to members on quarantine                        In terms of household removals, items that may
                               arrangements for goods entering,                       be affected by these arrangements include:
                               leaving or moving within Australian                    •	 motor vehicles,
                               States and Territories.                                •	 lawn mowers and garden tools,
                                                                                      •	 compost bins,
                               Quarantine regulations apply to the movement of
                               goods from, within and into all Australian States/     •	 plants/soil (Note: Defence does not approve
                               Territories. These regulations are subject to            the removal of plants),
                               change at short notice and it is your responsibility   •	 animal skins,
                               to ensure compliance with relevant legislation.        •	 PBO cartons (used fruit and vegetable
                               This extends to pest and disease outbreaks such          cartons),
                               as Fire Ants (Queensland) and Equine Influenza         •	 horse riding equipment and clothing,
                               (nationwide).                                          •	 seafood products,
Should you require advice      Failure to comply with legislative requirements        •	 apiary equipment,
or assistance please           may result in:                                         •	 scrap timber.
contact Toll Transitions on    •	 your consignment or part of it being
our freecall 1800 819 167 or                                                          We will provide you with advice and any
                                 quarantined,                                         information updates. However, we will not be
visit the AQIS website at
www.daff.gov.au/aqis           •	 your removal being delayed,                         responsible for any delay or cost associated with
                                                                                      the removal or subsequent cleaning of
                               •	 confiscation of items,
                                                                                      inappropriate or inadequately prepared items
                               •	 you incurring costs of impoundment,                 from, within and into any State or Territory.
                                 fumigation, additional handling and removal
                                 costs, quarantine inspection and other costs,
                               •	 prosecution under the applicable legislation.       * Restricted material includes (but is not necessarily limited
                                                                                        to) fruit, vegetables, plants, cut flowers, honey, nuts,
                               The Australian Quarantine Inspection Service (AQIS)      seeds, animals, soiled animal skins and wool, soil, hay,
                               in Australian States and Territories has implemented     used vehicles, used fruit and vegetable containers, fishing
                               strict controls on the importation, exportation or       equipment/waders, horse riding equipment/clothing,
                                                                                        salmon or other seafood products, bees wax, honeycomb
                               general movement of restricted* material.                or used apiary equipment, timber, un-tanned skins or hides,
                                                                                        used agricultural and horticultural machinery and tools.



32
                                                                                                              SECTION 3: yOUR REmOVAL




In the case of removals into Western Australia        Domestic quarantine enquiries                        NOTE: vehicles, machinery,
and Tasmania, you will be required to complete a                                                           tools, etc. may be
                                                      For domestic quarantine enquiries contact
declaration for the movement of unaccompanied                                                              ‘restricted’ if they are
                                                      your relevant local and interstate quarantine
personal effects. It is also likely that this                                                              contaminated by underbody
                                                      authorities through Quarantine Domestic on
requirement will extend to other States/Territories                                                        or adhering soil, vegetable
                                                      Freecall 1800 020 504 or visit the AQIS website
in the near future, so please check with the                                                               matter, etc.
                                                      at www.daff.gov.au/aqis.
relevant authorities.
                                                      The National Pests and Disease outbreaks
If a removalist discovers contaminated or
                                                      website at www.outbreak.gov.au/index.html
prohibited items in a consignment, they are
                                                      gives details of current domestic threats and
required to contact Toll Transitions immediately.
                                                      legislative requirements. This site also provides
They may also (subject to the prevailing
                                                      links and contact details for State and Territory
legislative requirements) be required to report
                                                      authorities.
this to AQIS and seek their direction. Depending
on the nature of the find, the removalists may be     Should you require further advice or assistance
directed by AQIS to:                                  please contact Toll Transitions on our freecall
                                                      1800 819 167.
a. do nothing, or
                                                      Visit the AQIS website at
b. hold the goods for inspection and/or have the
                                                      www.daff.gov.au/aqis.
   goods cleaned/fumigated by an approved
   company.                                           Domestic quarantine enquiries

Costs:                                                For all other Domestic Quarantine enquiries
                                                      contact your relevant interstate quarantine
•	 vehicle cleaning is approximately $50.00 if
                                                      authorities through Quarantine Domestic on
  the cleaning company is approved to do the
                                                      Freecall 1800 084 881.
  cleaning on site. Additional transport costs
  may be involved if the vehicle has to be taken
  to a cleaning site,
•	 cost of cleaning other items will depend on
  the size and nature of the item,
•	 there is an inspection cost if AQIS has to
  attend an inspection and this will vary from
  location to location,
•	 there may be charges for transporting items
  to and from approved cleaning companies.
  This will depend on the size of the item and the                                                      Remember:
  distance and timing of any additional work.
                                                                                        Quarantine regulations apply to
NOTE: THESE COSTS WILL BE YOUR
RESPONSIBILITY.                                                                     the movement of goods from, within
Fire Ants in Queensland
                                                                                  and into all Australian States/Territories.
Consignments being uplifted from areas of
                                                                                These regulations are subject
Queensland, and from Brisbane in particular,                                   to change at short notice and it is your
are subject to Fire Ant Regulations under the                                  responsibility to ensure compliance with
control of Queensland Department of Primary
Industry (DPI).                                                                 relevant legislation.
For further information refer to
www.dpi.qld.gov.au/fireants/ or contact
the DPI on 13 25 23.




                                                                                                                                   33
     SECTION
        4               Your housing solution
                                Defence member categorisation                  Accommodation entitlements
                                The type of housing you are entitled to will   Based on your Defence categorisation,
                                depend on your rank and your Defence           you may be entitled to one of the following
                                categorisation. The Department of Defence      accommodation entitlements when posted
                                approves the recognition of dependants,        to a new location:
                                and where necessary, may require you to        •	 Living-in Accommodation (LIA),
                                supply appropriate legal documents such
                                                                               •	 Rent Allowance (RA) depending on your
                                as a marriage certificate.
                                                                                 individual circumstances,
                                                                               •	 Service Residence, or
                                                                               •	 Own Home.

                                                                               MWODs
                                                                               MWODs have several accommodation options:
Full details on housing assistance, entitlements and rates of allowances
                                                                               •	 LIA,
can be found in PACMAN available on the Defence website
                                                                               •	 Full Rent Allowance (FRA),
(www.defence.gov.au/dpe/pac/).
                                                                               •	 Partial Rent Allowance (PRA),
                                                                               •	 own home in the posting location.

34
                                                                                                           SECTION 4: yOUR hOUSING SOLUTION




LIA                                                    Rent Band Choice Housing
Members may request to live in or may be               Under Rent Band Choice Housing MWD members
directed to live in by their Commanding Officer.       can make a selection from a range of
                                                       accommodation options, including inner-city
Availability of LIA varies between Defence bases
                                                       apartments, townhouses and well-located
and in many areas is limited.
                                                       detached houses. Accommodation choices vary
RA                                                     in each locality so contact your DHA Housing
                                                       Consultant for more information.
Members who are not required to live in may
choose to rent privately and may be entitled to        This option provides MWD members from any
receive RA.                                            rank group classification with greater flexibility in
                                                       their housing choices. This voluntary option
If you are considering taking RA as your               allows members to pay a higher or lower rental
accommodation entitlement you should discuss           contribution for accommodation that better suits
it with your DHA Housing Consultant as early as        their lifestyle and personal circumstances.
possible. Your consultant will explain all policies
and criteria in relation to RA before you make a       Owning a suitable home in your
commitment in the private rental market.               posting location
Further details on RA can be found in DHA’s            Members who own a suitable home in the
Guide to RA (ask your local HMC for a copy) or         location they are being posted to are not
visit the DHA website (www.dha.gov.au).                generally eligible for housing assistance.
                                                       Members are required to declare ownership in
Owning a suitable home in a posting                    the posting locality. If the house is occupied by
location                                               tenants, you must arrange to have it vacated as
MWODs who own a suitable home in the posting           soon as possible after notification of your posting
locality are not generally eligible for LIA, surplus   to that locality.
Service Residences or RA.

MWDs
MWDs have several accommodation options:
•	 a Service Residence,

•	 RA (on approval only if a suitable service
  residence is unavailable),
•	 Rent Band Choice Housing,
                                                                                                          Remember:
•	 own home in the posting location.
                                                                                            The type of housing you
Service Residence
                                                                                        are entitled to will depend on
The Department of Defence requires that MWDs
are accommodated in a Service Residence. The                                         your rank and your Defence
member’s entitlement to the type and size of                                        categorisation.
housing is dependent on their rank and number
of dependants.                                                                    Refer PACMAN for full details of
Your DHA Housing Consultant will be able to                                       your housing entitlements.
help you assess what type of Service Residence
you are entitled to, in accordance with
PACMAN guidelines.




                                                                                                                                        35
     If a member has doubts on the suitability of their   Finding your next home online – HomeFind
     own home for their current family situation, they
                                                          HomeFind, DHA’s online home search
     may request that DHA undertake an assessment
                                                          facility is available on the DHA website
     to see if alternate accommodation arrangements
                                                          (www.dha.gov.au). It allows members and
     can be made. DHA’s assessment is based on
                                                          their families to search for a home in their new
     PACMAN guidelines.
                                                          posting location. Access to HomeFind is given via
                                                          a login ID and password provided by DHA. Upon
     MWD(U)
                                                          receipt of your AFR, Toll Transitions will advise
     If you are considering taking up a posting without   DHA of your move.
     your partner or family, you will need to submit an
                                                          If you do not have access to the internet at home
     Application for Categorisation as a MWD(U) to
                                                          or at work, you can access HomeFind at your
     your Commanding Officer in your new posting
                                                          nearest DHA HMC or DCO.
     location. You should do this as soon as possible
     after receiving your notification of posting. Once
                                                          Steps to choosing your Service Residence
     the form has been approved by the Commanding
                                                          using HomeFind
     Officer, it will need to be submitted to
     Toll Transitions.                                    Step 1. A DHA Housing Consultant will contact
                                                          you soon after you return your Pre-AFR or AFR to
     A MWD(U) has several accommodation options:
                                                          Toll Transitions and arrange HomeFind access for
     •	 LIA,                                              you. Your HomeFind access will allow you to view
                                                          all available Service Residences in your new
     •	 RA (on approval by DHA),
                                                          posting location within your entitlement range.
     •	 own home in the posting location.                 Service Residences are listed with a date
     A MWD(U) who is separated from their family          of availability.
     due to Service requirements is not expected to       Step 2. If you have not yet submitted your AFR
     maintain two households. Consequently,               to Toll Transitions and you find a suitable Service
     MWD(U) members will not be required to pay           Residence you can reserve it immediately online
     contributions for meals or accommodation when        or by calling your DHA Housing Consultant.
     utilising LIA.                                       However, members can reserve only one Service
     Nor will they be required to make rent               Residence from the available options at a time.
     contributions when living in other Service           Complete and return your AFR and inventory to
     subsidised accommodation. MWD(U) members             Toll Transitions within 10 days of reserving your
     who receive RA are also entitled to a food           Service Residence.
     allowance. Contact your local DHA HMC for more       Step 3. If you have already submitted your
     information.                                         relocation paperwork to Toll Transitions the level
     Toll Transitions will advise DHA of any changes      of HomeFind access provided to you will allow
     to a member’s categorisation.                        you to not only view properties but also to lock
                                                          down a property online at any time.

     Finding your next home                               Without your signed AFR being submitted to Toll
     DHA provides high-quality housing for Defence        Transitions, DHA is unable to fully assess your
     members and their families across Australia.         entitlement to your reserved Service Residence
     A DHA Housing Consultant will assist you in          and cannot finalise allocation of your reserved
     finding a Service Residence that meets the needs     home to you. You will need to contact DHA to
     of you and your family.                              formally accept your reserved Service Residence.




36
                                                                                                          SECTION 4: your housing soLuTion




Returning your Relocation paperwork =                 Moving into your new
more houses on HomeFind                               Service Residence
DHA cannot issue you a HomeFind PIn or put
your current Service Residence on HomeFind            Welcome visit and condition report
until Toll Transitions receives your Pre-AFR or       When you get to your new posting location,
signed AFR confirming your intention to relocate.     a DHA Property Consultant will meet you
This means the earlier you return your relocation
                                                      as arranged and welcome you to your new
paperwork, the earlier your Service Residence         Service Residence.
becomes available on HomeFind for other
                                                      The DHA Property Consultant will:
families moving to your current location.
                                                      •	 provide you with a DHA welcome kit,
Your current Service Residence cannot be placed
                                                        containing general information about the
on HomeFind until your paperwork has been
                                                        local area,
processed.
                                                      •	 ask you to sign a Defence Housing Australia
House hunting trips                                     Residence Agreement (DRA). The DRA is a
                                                        legally binding contract between the
When searching for housing in your new posting
                                                        Commonwealth (represented by DHA) and
location you may be entitled to a house hunting
                                                        the Defence member,
trip to view Service Residences or RA properties
of up to three days and three nights. Contact the     •	 discuss your rights and responsibilities as
DHA office in the gaining location for approval.        a tenant,
Expenses for accommodation, meals, travel and         •	 take you through the condition report,
car hire are reimbursed to the member under this        explaining the amenities and features of
entitlement. You are required to keep receipts for      the Service Residence, and
reconciliation purposes and present to Toll
Transitions for reimbursement.                        •	 provide you with two sets of keys to your
                                                        Service Residence and a set of any remote
The maximum entitlement that can be claimed             control units. If you lock yourself out of your
depends upon whether the trip is undertaken by          Service Residence or your keys are lost or
the Defence member alone or if accompanied by           stolen, your HMC can arrange new keys and
their partner. The current limits for expenditure       access – however you will be responsible for
on house hunting trips are detailed in PACMAn.          the costs to do so.

Pre-posting visits for families with
special needs
If your family is caring for a family member with a
                                                                                                          Remember:
recognised special need you may be entitled to a
pre-posting visit. This is administered by the
                                                                                           If you do not have access
DCO. For more information about this service                                          to the internet at home or at
contact your local DCO office.                                                    work, you can access DHA’s
                                                                                 online homesearch facility,
                                                                                HomeFind at your nearest
                                                                                DHA HMC or DCO office.




                                                                                                                                       37
     Electricity, gas, telephone and pay TV                 DHA cleaning standards
     Members are responsible for opening accounts           Before you move in, DHA will have completed a
     for all utilities such as mains or bottled gas,        thorough cleaning and maintenance check,
     electricity and telecommunication services. Costs      including having the carpet professionally
     associated with the supply of these services are       cleaned. DHA cleaning standards are equivalent
     the responsibility of the tenant. Temporary            to the standard you would expect in the private
     accommodation cannot be extended if utility            rental market. Your absence from the Service
     connections have not been arranged prior to your       Residence does not change your responsibility to
     arrival at your new Service Residence. A quick         maintain your residence and the grounds, nor is
     and easy way to arrange the connection and             there any change to DHA’s requirement to
     disconnection of your utilities is through             manage your property. It is important that you
     Fast Connect.                                          notify your HMC of any absences over 30 days
                                                            and talk through any issues that may arise as a
     Fast Connect                                           result of your absence.
     Fast Connect is a quick, hassle-free way to have
     your telephone, electricity, internet, pay TV and      Water restrictions
     gas services connected or disconnected. This           Water restrictions are now a fact of life in
     service is free for Defence members. To use            Australia and restrictions and bans are in effect
     these services, you will need to complete a Fast       to various degrees in a number of local council
     Connect authority form and either fax it to Fast       and community areas. Although we encourage
     Connect or return it to your nearest HMC. A Fast       you to be mindful of the water usage during a
     Connect Consultant will then be in touch to            period of low rainfall, you have a responsibility
     discuss your service options. Fast Connect             to maintain the property and grounds of your
     brochures and forms are available from DHA.            Service Residence. The status of water
     For more information call 1300 661 464                 restrictions is not an excuse for the exemption
     or visit the Fast Connect website                      from any tenant charges where it is clear that
     (www.fastconnect.net.au).                              there has been neglect in the care of lawns
                                                            and gardens.
     Arrangements for connecting utilities vary
     throughout Australia and you may need to use
     a copy of your Defence Residence Agreement             Maintenance Line –
     (DRA) as proof of address. In some instances           139 DHA (139 342)
     there may be a connection fee. DHA provides            A call to this number during business hours
     a telephone line to your Service Residence,            (8:30am-4:30pm) will connect you to the
     however, handsets may need to be purchased or          National Maintenance Call Centre. After hours
     rented from a telecommunications supplier.             (4:30pm-8:30am), this number will connect you
                                                            to the after hours emergency maintenance
     To connect pay TV services, where available, you
                                                            service only.
     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       Contents insurance
     local HMC. Please note: if the home is part of an      DHA insurance does not cover loss or damage to
     owners’ corporation or group development, their        the contents of your Service Residence. You are
     approval may be needed before any outside              strongly encouraged to comprehensively insure
     antennae or satellite dishes can be erected.           your contents against events such as burglary,
                                                            fire and water damage.




38
                                                                    SECTION 4: yOUR hOUSING SOLUTION




Pets
Pets are an important part of many Defence
families and are welcome in most Service
Residences. However some Service Residences
are not suitable for keeping pets for a variety of
reasons. To ensure you select a residence that
suits your family needs, it is important to advise
you have pets in section C of your AFR. 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 Service Residences is available in your
welcome kit.

Moving out of your Service
Residence
If you are living in a Service Residence, a DHA
Property Manager will conduct a pre-vacation
inspection prior to your departure. When
moving out of a Service Residence, you are
responsible for:
•	 ensuring the Service Residence 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, and
•	 the cost of repairs or maintenance for damage
  that is not considered fair wear-and-tear,
  including any damage caused by pets.                             Remember:
                                                                          Fast Connect:
                                                               If you have internet access,
                                                          you may complete your removal
                                                                   For more information
                                                                     call 1300 online by
                                                       request and inventory661 464
                                                     visiting our website at
                                                     or visit the Fast Connect website
                                                     www.tolltransitions.com.au/defence.
                                                           www.fastconnect.net.au
                                                     Do not submit your removal request and
                                                      inventory online if you have already
                                                        submitted a hard copy.




                                                                                                 39
     SECTION
           5                     Your key relocation contacts
Toll Transitions RSCs                                             Australian Capital Territory            New South Wales,
Toll Transitions has* RSCs located near major                     Ground Floor                            Hunter Valley
Defence establishments across Australia to                        18-20 Brindabella Circuit               Unit 7, 1 Jacaranda Avenue
enable us to provide you with on the ground                       Brindabella Business Park ACT 2610      Raymond Terrace NSW, 2324
support for your relocation whenever you need it.
                                                                  Locked Bag 5004, Fyshwick ACT 2609      PO Box 324,
The dedicated Case Manager and alternate Case                     Telephone 02 6216 0563                  Raymond Terrace NSW 2324
Manager appointed to assist you with your                         Facsimile 02 6216 0533                  Telephone 02 4983 8600
relocation will be based in the RSC closest to                    Email act@tolltransitions.com.au        Facsimile 02 4983 8666
your current posting location.                                                                            Email nsw@tolltransitions.com.au
                                                                  New South Wales,
                                                                  Wagga Wagga                             New South Wales, Nowra
                                                                  Suite B Morrow Court, 12-14 Morrow St   Suite 12, 55-57 Berry St
*In the event that you are unable to contact the RSC closest to
 your current posting location, please call us on 1800 819 167    Wagga Wagga 2650                        Nowra NSW 2541
 for assistance.                                                  PO Box 5007, Wagga Wagga                PO Box 1234, Nowra NSW 2541
                                                                  NSW 2650                                Telephone 02 4428 4400
                                                                  Telephone 02 6923 0400                  Facsimile 02 4428 4444
                                                                  Facsimile 02 6923 0444                  Email act@tolltransitions.com.au
                                                                  Email act@tolltransitions.com.au
40
                                                                                  SECTION 5: yOUR KEy RELOCATION CONTACTS




New South Wales, Parramatta           Queensland, Ipswich                         Victoria, Cerberus
Jessie St Centre, 2-12 Macquarie St   Unit 3, Level 1, 8 Gordon St                Building 190, Phillip Road
Parramatta NSW 2150                   Ipswich QLD 4305                            HMAS Cerberus VIC 3920
PO Box 79. Parramatta NSW 2124        PO Box 157, Ipswich QLD 4305                Telephone 03 8696 6063
                                      Telephone 07 3280 5000                      Facsimilie 03 8696 6008
Telephone 02 9841 4600
                                      Facsimile 07 3280 5099                      Email vic@tolltransitions.com.au
Facsimile 02 9841 4644
Email nsw@tolltransitions.com.au      Email qld@tolltransitions.com.au
                                                                                  Victoria, Riverina
                                      Queensland, Toowoomba                       Level 2, Trotman Building
New South Wales, Sydney
                                                                                  111-113 Hume St, Wodonga, VIC 3690
Level 12, 32 Walker St                NQX, Tenancy 6, 1st Floor, 462 Ruthven St
                                      Toowoomba QLD 4350                          PO Box 518, Wodonga VIC 3689
North Sydney NSW 2060
                                      PO Box 279, Toowoomba, QLD 4350             Telephone 02 6049 2400
PO Box 522, North Sydney NSW 2059
                                                                                  Facsimile 02 6049 2499
Telephone 02 8907 8900                Telephone 07 4631 9750                      Email wodonga@tolltransitions.com.au
Facsimile 02 8907 8990                Facsimile 07 4631 9799
Email nsw@tolltransitions.com.au      Email qld@tolltransitions.com.au            Western Australia, Fremantle
                                                                                  Level 1, Suite 15, 39 Adelaide St
Northern Territory, Darwin            Queensland, Townsville
                                                                                  Fremantle WA 6160
Lot 1, 450 Winnellie Road             Unit 3, 24 Ross River Road
                                                                                  PO Box 226, Fremantle WA 6959
Winnellie NT 0820                     Mundingburra QLD 4812
                                                                                  Telephone 08 9431 9700
PO Box 39104, Winnellie NT 0821       PO Box 1134, Aitkenvale QLD 4814
                                                                                  Facsimile 08 9431 9799
Telephone 08 8901 8600                Telephone 07 4447 8500                      Email wa@tolltransitions.com.au
Facsimile 08 8901 8699                Facsimile 07 4447 8505
Email nt@tolltransitions.com.au       Email nqld@tolltransitions.com.au           Warranty Management Centre
                                                                                  PO Box 15294, City East QLD 4002
Northern Territory, Katherine         South Australia
                                                                                  Telephone 07 3149 2702
Building 255, Newham circ.            Unit 3, 3 Park Way, Technology Park
                                                                                  Facsimile 07 3149 2704
PO Box 247                            Mawson Lakes SA 5095
                                                                                  Email wmc@tolltransitions.com.au
RAAF Base Tindal 0853                 PO Box 570, Ingle Farm SA 5098              Freecall 1800 819 167
Telephone 08 8901 8600                Telephone 08 8343 9800                      www.tolltransitions.com.au
Facsimile 08 8901 8699                Facsimile 08 8343 9899
Email nt@tolltransitions.com.au                                                   Toll Transitions:
                                      Tasmania
Queensland, Brisbane                  7 Barrack St                                Freecall: 1800 819 167
Level 6, 369 Ann St                   Hobart TAS 7000                             www.tolltransitions.com.au
Brisbane, QLD 4000                    GPO Box 2143, Hobart TAS 7001
PO Box 15294, City East QLD 4002      Telephone 03 6224 9479
Telephone 07 3149 2700                Facsimile 03 6224 7067
Facsimile 07 3149 2703                Email vic@tolltransitions.com.au
Email qld@tolltransitions.com.au
                                      Victoria, Melbourne
Queensland, Cairns                    Level 8, 380 St Kilda Road
NQX Building, 74 Lyons St             Melbourne VIC 3004
Portsmith QLD 4870                    PO Box 14399, Melbourne VIC 8001
(Customer access via Morrison St)     Telephone 03 8696 6000
Telephone 07 4054 9550                Facsimile 03 8696 6008
Facsimile 07 4054 9511                Email vic@tolltransitions.com.au
Email nqld@tolltransitions.com.au




                                                                                                                         41
     Department of Defence
     DRHMs
     At the local level the DRHM is your primary         In the past, these discussions have revealed
     Defence representative with Toll Transitions and    region-wide trends or issues that have been
     DHA. DRHM are employed by the Department of         addressed with contractors.
     Defence to assist ADF members and their
                                                         If a member has an inquiry regarding his/her
     families and to liaise with Toll Transitions, DHA
                                                         housing maintenance/allocation or relocation
     and the DCO in each region to make relocations
                                                         services, do not hesitate to refer the person to
     easier for members and their families.
                                                         our regional DRHM. Also if a member is
     The ultimate aim of the DRHM is to ensure that      dissatisfied with the service provided or decision
     members and their families experience high          made by Toll Transitions or DHA, our regional
     quality customer service as they undergo a          DRHM will assist him/her to resolve their
     removal or change to their housing situation.       concerns.
     The DRHM also contributes by ensuring Defence
                                                         In summary the key services offered by the
     receives the appropriate standard of relocation
                                                         DRHM to members and the Defence community
     services by being aware of what is expected of
                                                         are:
     our contractors and what the members and their
     families are experiencing.                          •	 providing relocation and housing advice to
                                                           members and their families,
     The DRHM network is very proactive and actively
     seeks feedback from members on the full             •	 maintaining customer/provider relationships
     relocation service. This feedback is used to          by participating in regular meetings and
     provide Defence management and service                discussions with Toll Transitions and DHA
     providers with information on how members feel        managers to resolve issues, identify trends
     about their removal experience and more               and improvement opportunities,
     importantly to make their removal and future        •	 resolution of difficulties experienced regarding
     removals as stress free as possible. A DRHM           housing provision, maintenance, allocation
     may visit a customer during an uplift or delivery     itinerary management and removals, and
     to discuss and assess the standard of service       •	 providing advocacy on behalf of members
     being provided. In some instances they will           and their families to resolve disputes with
     contact members after a relocation to discuss         Toll Transitions or DHA from the provision
     whether the relocation met his/her expectations.      of removal and housing services.




42
                                                            SECTION 5: yOUR KEy RELOCATION CONTACTS




DRHM Contact Information
Adelaide                   Nowra
08 7389 3225               02 4421 3855

Bandiana                   Perth
02 6055 2187               08 9311 2376

Brisbane                   Richmond
07 3332 6992               02 4587 2314

Cairns                     Southern Victoria
07 4411 7922               03 9282 3667

Canberra                   Sydney
02 6127 2898               02 9393 2146

Darwin                     Tindal
08 8935 4346               08 8973 6594

Hobart                     Toowoomba
03 6237 7277               07 4631 4414

Hunter                     Townsville
02 4034 6964               07 4411 7922

Ipswich                    Wagga Wagga                                    Did you know:
07 4631 4414               02 6937 4220
                                                        The Defence Relocation and Housing
Liverpool
                                                          Manager (DRHM) is your dedicated
02 8782 4100
                                               relocation and housing representative, and is
                                                          based in each DSG regional office.
                                                                     Visit the DSG website:
                                                    http://intranet.defence.gov.au/dsg/
                                                    or http://www.defence.gov.au/dsg/



                                                                                                43
     DHA contact information
     DHA contacts                                      DHA Housing Management
     www.dha.gov.au                                    Centres (HMCs)
     info@dha.gov.au
                                                       ACT and Riverina Region
     National Customer Service Line                    Canberra (02) 6268 3700
     139 DHA (139 342) (between 8:30am and             Wagga Wagga (02) 6933 7200
     5:00pm EST Monday to Friday)                      Wodonga (02) 6049 2300

     Maintenance Line                                  NSW Region
     139 DHA (139 342)                                 Sydney (02) 8836 5700
     A call to this number during business hours       Hunter Valley (02) 4893 5300
     (8:30am-4:30pm) will connect you to your local    Nowra (02) 4421 1500
     HMC for all your maintenance requirements.
                                                       Vic/Tas Region
     After hours (4:30pm-8:30am)                       Melbourne (03) 9947 8100
     139 DHA (139 342)                                 West Australia Region
     This number will connect you to the after hours   Perth (08) 9210 3400
     emergency maintenance service only.
                                                       South Australia Region
                                                       Adelaide (08) 8245 7800

                                                       Northern Territory Region
                                                       Darwin (08) 8901 7100

                                                       North Queensland Region
                                                       Townsville (07) 4726 1800

                                                       South Queensland Region
                                                       Brisbane (07) 3355 8800
                                                       www.dha.gov.au




44
                                                                        SECTION 5: yOUR KEy RELOCATION CONTACTS




Other useful contacts
FIND (Family Information Network      PACMAN
for Defence)                          www.defence.gov.au/dpe/pac/
1800 020 031                          www.defence.gov.au/pac/
www.dco.dod.gov.au                    (Defence intranet site)
                                      For further information visit:
Defence Families of Australia (DFA)   http://intranet.defence.gov.au/dsg/
                                      or http:defence.gov.au/dsg/
1800 100 509
www.dfa.org.au

Defence Special Needs
Support Group (DSNSG)                                                                          DHA:
1800 037 674
                                                                              139 DHA (139 342)
www.dsnsg.org.au
                                                                                www.dha.gov.au




                                                                                                            45
     SECTION
       6       Complaints and service feedback
                 We value your opinion                          How to provide feedback
                 Toll Transitions is committed to providing a
                                                                Talk to our staff:
                 high level of personal service that meets
                 your relocation and entitlement                You can speak to one of our Case Managers by
                 management requirements. If our services       calling 1800 819 167 who are trained to be able
                 do not meet your expectations, or if you       to assist you in the first instance.
                 have a suggestion or compliment we would       You will be allocated a dedicated Case Manager
                 like to hear from you.                         and alternate Case Manager upon receipt of your
                 Your feedback is very important to us          Relocation documentation (AFR). Your Case
                 because it helps us understand your needs      Managers will be based in the Toll Transitions
                 and improve our service.                       RSC located nearest to your current posting
                                                                location.




46
                                                                                              SECTION 6: COmPLAINTS AND SERVICE FEEDBACK




Enquire on-line:                                        Resolution
If you wish to check on the progress of your            Toll Transitions will ensure that our expert staff
relocation, then you may logon to our website,          will address your concerns and, where possible,
www.tolltransitions.com.au/defence, for                 seek a resolution within one working day.
details of your relocation status.
                                                        There may be some complex issues that take
                                                        longer to resolve. For complex issues, we will
Send an e-mail:
                                                        advise you in writing of the course of action to
You can e-mail our Customer Care Manager at:            be taken to achieve a satisfactory resolution.
defencecare@tolltransitions.com.au
                                                        If your concern is regarding an issue with your
Independent survey:                                     removal or the conduct of your removalist whilst
                                                        they are on your premises, please contact Toll
The Department of Defence requires that at the          Transitions immediately on 1800 819 167.
conclusion of your relocation, a very short survey
be emailed to you by an independent survey              Notice of Loss or Damage
company. Where email contact is not possible,           – Dispute Resolution Process.
a telephone survey may be conducted. Whilst
                                                        If you disagree with our decision on how your
overall results will be provided to Toll Transitions,
                                                        notice of loss or damage is dealt with, you may
individual results will not be made available.
                                                        ask us to review the decision. Please refer to
Both the Department of Defence and Toll
                                                        page 31 for further details of the Dispute
Transitions value the survey results and
                                                        Resolution and Appeal Process.
we encourage you to complete the survey
upon receipt.
                                                        Not satisfied with our response?

Our commitment to you                                   If you are not satisfied with the resolution or
                                                        outcome of any of your concerns, please call
Our commitment is to provide a prompt response
                                                        or write to us and we will review the situation.
to your feedback. We will contact you to confirm
receipt of your feedback and will then ensure that      If, after contacting Toll Transitions about a service
it is passed on to the relevant manager/s for           issue or a decision made by Toll Transitions, you
timely follow up and action.                            are still dissatisfied please contact your local
                                                        DRHM. The DRHM contact details are listed in
Positive feedback                                       Section 5.
If one of our employees has exceeded your
expectations, we will ensure your positive
feedback is passed on to the relevant employee
and their manager.

Continuous improvement                                                                                          Remember:
If you have an improvement suggestion, we will
ensure that your suggestion is referred to the
                                                                                                   If, after contacting Toll
relevant manager for review and, if appropriate,                                              Transitions about a service
implementation of your suggestion.                                                          issue or a decision made by
                                                                                             Toll Transitions, you are still
                                                                                              dissatisfied please contact
                                                                                                          your local DRHM.




                                                                                                                                     47
     SECTION
       7       Glossary
                          AFR    Application for Relocation
                          AQIS   Australian Quarantine Inspection Service
                          CIPC   Change in Personal Circumstances
                          DCA    Direct Credit Authorisation
                          DCO    Defence Community Organisation
                          DFA    Defence Families Australia
                          DHA    Defence Housing Australia
                          DPI    Department of Primary Industries
                          DRA    Defence Housing Australia Residence
                                 Agreement
                          DRHM   Defence Relocation and Housing Manager




48
                                                                             SECTION 7: GLOSSARy




DSG       Defence Support Group
DSNSG     Defence Special Needs Support Group
FBT       Fringe Benefit Tax
FIND      Family Information Network for Defence
FRA       Full Rent Allowance
HMC       Housing Management Centre
ICR       Inventory Condition Report
LIA       Live-in Accommodation
MPL       Movement Plan Letter
MWD       Member With Dependants
MWD(U)    Member With Dependants (Unaccompanied)
MWOD      Member Without Dependants
OMPL      Original Movement Plan Letter
PACMAN    Defence Pay and Conditions Manual
PBO       Packed by Owner
PBR       Packed by Removalist
                                                                 Remember:
PRA       Partial Rent Allowance                            If you have internet access,
Pre-AFR   Pre-Application for Relocation                you may complete your removal
PRV       Pre-Removal Visit                          request and inventory online by
RA
RSC
          Rent Allowance
          Relocation Service Centre
                                                   Glossary
                                                   visiting our website at
                                                   www.tolltransitions.com.au/defence.
SR        Service Residence
                                                   Do not submit your removal request and
TAA       Temporary Accommodation Allowance         inventory online if you have already
TAASA     Temporary Accommodation Allowance           submitted a hard copy.
          Serviced Apartment




                                                                                             49
     SECTION
       8       Forms
                 Index
                 Application for Relocation (AFR)             51
                 Direct Credit Authorisation (DCA)            61
                 Inventory – Request for Removal of
                 Household Furniture                          63
                 Inventory – Request for Relocation of
                 Motor Vehicles, Motor Bikes, Boats,
                 Caravans, Trailers, etc.                     71
                 Notice of Loss or Damage                     73
                 Notes                                        77
                 Relocation Checklist                         79
                 Emergency Contact Card                  Tear out




50
                                                                                                                                          PAGE 1 OF 9




Application for Relocation
Toll Transitions requests you to complete this form before relocation.
Collection, storage and use or disclosure of personal information is subject to the Information Privacy Principles set out in section 14 of
the Privacy Act 1988.
Toll Transitions will collect and use or disclose the information you provide to arrange any of the following services which you may
require:
•  removal and storage of furniture and effects,
•  temporary accommodation,
•  travel arrangements,
•  calculation of allowances,
•  relocation support for you and your family.
Toll Transitions usually gives some or all of the information (including your relocation details) to the Department of Defence and to
contractors involved in relocation services. These agencies and organisations are not permitted to use or disclose your personal
information, without your consent, for a purpose other than the purpose for which the information was given to them.
Your personal information may also be given to your spouse or interdependent partner or to other organisations on a need to know basis
for reasons such as law enforcement or in connection with legal proceedings.
These organisations include:
•  Centrelink,
•  Australian Taxation Office,
•  Commonwealth or State Departments/Agencies where there is an obligation to provide it,
•  Department of Families, Community Services and Indigenous Affairs,
•  Law enforcement agencies including the police.

Please answer all relevant questions. This will enable Toll Transitions to process this application on time to meet your relocation
requirement. Please call your local Toll Transitions Relocation Service Centre if you require assistance with this form. Attach/provide all 
requested documents to assist the approval process. A Document Checklist is provided with this pack.
Part A – Personal details – All questions must be completed
Part B – New Unit/Base and relocation details – Please complete relevant questions.
Part C – Housing considerations – Please complete relevant questions.
Part D – Other considerations – Please complete, if applicable.
Part E – Travel details – Please complete relevant questions.
Part F – Furniture and effects – Please complete relevant questions.
Part G – Temporary accommodation – Please complete, if applicable.
Part H – Declaration – To be completed by all members
Part I – Discharge Declaration – To be completed by all members discharging from the ADF.

Returning the Application for Relocation
Return the completed Application for Relocation in the reply paid envelope provided, or return the completed form by fax to your local 
Toll Transitions Relocation Service Centre. Alternatively you may complete the AFR online at www.tolltransitions.com.au/defence
Keep a photocopy of the completed form for your records.




                                                                                                                                               51
                                                                                                                             PAGE 2 OF 9




     Forms for relocation checklist
      Reason                                 Additional forms required
      Posting                                Posting Order
      Discharge                              Discharge Authority
                                             Deferment of Removal Request
      Marriage/interdependent partnership    Notice of Intent of Marriage
      Recognition                            A
                                               pproval of interdependent partnership from Unit/Co
                                             Marriage Certificate
      Recognition of Special Needs           Approval letter from the Director General of the Defence Community Organisation
      Exchange of Service Residence          R
                                               equest from member to Defence Housing Australia
                                             Approval from Defence Housing Australia
      Recall to SR                             equest from Defence Housing Australia to Member
                                             R
                                             A
                                               pproval from Defence Housing Australia
      Own means to SR/LIA                    R
                                               equest from member to Defence Housing Australia
                                             Approval from Defence Housing Australia or Department of Defence
      Breakdown of Marriage                    ember: 
                                             M                Chapter 1 PACMAN Proforma Categorisation
                                             Spouse/Partner:  Separate Declaration–both parties to contact the RSC
      Eviction from R/A                      Eviction notice from Real Estate agent
      LIA eviction to R/A                    Eviction notice from Unit/Accommodation Contractor
      Change in Dependant Status             Categorisation Form
                                             Approval for additional dependants from Director of Entitlements
      Own Home                               H
                                               ouse contract
                                             Tenure from Defence
      RA Approval                            Approval from DHA
      Courses                                Joining Instruction/Posting Order (if requested by Defence Housing Australia)
      Overseas Deployment                    Unit CO Approval
      Overseas Posting                       Separate form (this is specific to Overseas postings)



      You can contact us by:
      Free call: 1800 819 167
      Email: defencecare@tolltransitions.com.au
      Web: www.tolltransitions.com.au/defence
      Please return this completed form to your local Toll Transitions Relocation Service Centre in the reply paid
      envelope provided, or submit the form online at www.tolltransitions.com.au/defence



      You can contact DHA by:
      Phone: 139 DHA (8:30am - 5:00pm)
      Web: www.dha.gov.au




52
                                                                                                                                                               PAGE 3 OF 9

                                                                               Office Use Only TT Case No.

                                                                                 Relocation
                                                                                Approved by

                                                                                                  (TT delegates signature and printed name)

     Application for Relocation                                                           Date          /               /




       Part A              Personal details
                                                                                 8.   Preferred method of communication (how Toll Transitions
                                                                                      will contact you)
                                                                                                        Telephone                 Work               Home            Mobile
1.   Service number
                                                                                                                 Fax              Work               Home
     Employee ID number
                                                                                                                Email             Work               Home
                                                                                                                                                                      Postal
2.   Title/Rank (WORN)                                                                            Correspondence                  Work               Home           address
3.   Full name
      Surname                                                                           Part B              Gaining Unit/Base and relocation details
      Given names                                                                9.   Rank at gaining Unit/Base
                                                                                      Location of new Unit/Base
4.   Service:              Navy                 Army               Air Force
                                                                                      Gaining location for duty
                   Reserve                      Other
          Foreign Defence                                                             Administration Unit/Base
      Exchange personnel
                                  Country                                       10.   Reason for relocation
                                                                                          Posting                                Course

5.   Date of birth                          /             /
                                                                                       Posting effective date               Posting authority

                                                                                              /             /
6.   Gender                       Male                  Female
                                                                                       Date posting issued                  Posting tenure:           less than 6 months
7.   Your current contact details — Home address                                              /             /                                               6–12 months
                                                                                                                                                    more than 12 months


                                                                                          Discharge
      S t at e                                                P o s tco d e
     Postal address (if same as home address write ‘AS ABOVE’)                         Discharge effective date

                                                                                              /             /
                                                                                       Discharge authority
      S t at e                                                P o s tco d e
     Work address
                                                                                          Change in circumstance
      Position/Job title
      Unit                                          Base                                    Marriage/interdependent partnership                        Change in dependant
      Unit location                                                                         recognition                                                status
                                                                                            Recognition of special needs                               Own home
      Street address
                                                                                            Exchange of service residence                              RA Approval
     Phone numbers
                                                                                            Recall to service residence                                Death
      Work (     STD        )
                                                                                            Own means to service                                       Overseas deployment
      Home (     STD        )                                                               residence/LIA
                                                                                                                                                       Promotion
                                                                                            Breakdown of marriage
      Mobile                                                                                                                                           LIA to LIA
                                                                                            Eviction from RA
     Fax numbers
                                                                                            LIA eviction into RA
      Work (     STD        )
                                                                                       Required date for
      Home (     STD        )                                                                                                      /            /
                                                                                       relocation
     Email address
      Work

      Home
                                                                                                                                                                          53
                                                                                                                                             PAGE 4 OF 9


11.   Pay group                                                                          Dependant/Child 2
                                                                                          Surname
12.   Annual salary or current
                               $
      increment                                                                           Given names
13.   Date of Entry/Enlistment                 /        /
                                                                                         Date of birth            /     /

14.   Your status for relocation – (choose one)                                          Gender          Male         Female
      A   Member without dependants –                                                    Relationship to you
                                                                     Go to Q16
          (MWOD) i.e. Single                                                             (e.g. son, daughter)
      B   Member with dependants                                                         What type of school                     Will not attend school
          (unaccompanied) – MWD(U)                                   Please give the     will this dependant
          i.e. Separated due to service reasons                      following details                                                         Primary
                                                                                         attend at your new
          Where will your spouse and/or dependants stay?                                 location?                                          Secondary
          Current location                                        At address below                                                             Tertiary

                                                                                         Dependant/Child 3
                                                                                          Surname
           State                                        Postcode                          Given names
          You must provide a copy of approval
          from the Commanding Officer of your                                            Date of birth            /     /
          gaining Unit.                                              Go to Q15
                                                                                         Gender            Male        Female
      C   Member with dependants – (MWD)
          i.e. Married/interdependent partnership/                   Please give the     Relationship to you
          Dependants (ADF recognised)                                following details   (e.g. son, daughter)
          Date and place MWD status recognised by ADF                                    What type of school                     Will not attend school
                   /         /                                                           will this dependant
                                                                                                                                               Primary
                                                                                         attend at your new
          Give the following details of your spouse/partner                              location?                                          Secondary
          (if accompanying you on this posting)
                                                                                                                                               Tertiary
           Spouse’s surname
           Given names                                                                   Dependant/Child 4
                                                                                          Surname
          Is your spouse an ADF or APS member?
          No                                                                              Given names

          Yes                                                                            Date of birth            /     /

          Spouse’s service employee                                                      Gender            Male        Female
          ID/AGS number
                                                                                         Relationship to you
          Service:                      Navy            Army               Air Force     (e.g. son, daughter)
                                    Reserve                 APS                          What type of school                     Will not attend school
          Current Rank/Grade                                                             will this dependant
                                                                                                                                               Primary
                                                                                         attend at your new
                                                                                         location?                                          Secondary
          Rank/Grade at new location                                                                                                           Tertiary

                                                                                         Dependant/Child 5

          Defence recognised dependants/children                                          Surname
          accompanying you on this posting                                                Given names
          Dependant/Child 1
                                                                                         Date of birth            /     /
           Surname
           Given names                                                                   Gender            Male         Female
                                                                                         Relationship to you
          Date of birth             /          /
                                                                                         (e.g. son, daughter)
          Gender             Male              Female                                    What type of school                     Will not attend school
          Relationship to you                                                            will this dependant
                                                                                                                                               Primary
          (e.g. son, daughter)                                                           attend at your new
                                                                                         location?                                          Secondary
          What type of school                                Will not attend school
                                                                                                                                               Tertiary
          will this dependant
                                                                          Primary
          attend at your new
          location?                                                    Secondary
                                                                           Tertiary
 54
                                                                                                                                                         PAGE 5 OF 9


            Dependant/Child 6
                                                                                             Part C             Housing Considerations
             Surname
             Given names
                                                                                     16.   Which permanent accommodation type are you vacating?

                                                                                                 Living In Accommodation (LIA)
            Date of birth            /         /
                                                                                                 Service Residence (SR)
            Gender            Male             Female
                                                                                                 Own Home
            Relationship to you
                                                                                                 Rent Allowance (RA)
            (e.g. son, daughter)
                                                                                                 Other (Own Means)
            What type of school                         Will not attend school
            will this dependant                                                      17.   Do you need permanent housing in your new location?
                                                                      Primary
            attend at your new
            location?                                              Secondary               Yes          Permanent Accommodation Solution
                                                                      Tertiary                                  MWD
                                                                                                                Service Residence           Go to Q18
            Dependant/Child 7
             Surname                                                                                            MWOD/MWD(U)
             Given names                                                                                        LIA            Go to 17a

                                     /         /                                                                RA             Go to 17a
            Date of birth

            Gender            Male             Female                                      No           I will be occupying:
            Relationship to you                                                                         Own Home               Go to Q17a
            (e.g. son, daughter)
                                                                                                        Other                  Go to Q17a
            What type of school                         Will not attend school
            will this dependant
                                                                      Primary        17a. Do you require Transit LIA?
            attend at your new
                                                                   Secondary               No          Go to Q20
            location?
                                                                      Tertiary             Yes         Go to Q20
                                                                                           Toll Transitions staff aim to provide you with an accommodation solution that
            Dependant/Child 8                                                              takes into account your Defence entitlement and family composition and,
                                                                                           where possible your preferences, however, the solution is dependent on
             Surname
                                                                                           available options.
             Given names
                                                                                     18.   Preferred type of permanent accommodation (tick one only)
            Date of birth            /         /
                                                                                           Standard house
            Gender            Male             Female
                                                                                           Unit/Townhouse
            Relationship to you
            (e.g. son, daughter)
                                                                                     19.   Do you have a preferred area to live within the new location?
            What type of school                         Will not attend school
            will this dependant                                                            No
                                                                      Primary
            attend at your new                                                             Yes          List suburbs in order of preference
            location?                                              Secondary
                                                                      Tertiary


      If more than 8 dependants will accompany you on this posting,
      please provide details on a separate sheet.
                                                                                     20.   Details of your pets (if applicable)
15.   Will you need to return to your old locality to assist with the uplift?                 Type of pet        Sex    Age        Breed and size           Desexed
      Note: Toll Transitions is responsible for booking travel if you are approved          (e.g. cat, dog)                    (small, medium, large)       No Yes
      to return.
      No
      Yes            Expected date of return                   /        /

      Please ensure travel requirements are completed in
      Part E, Question 25.




                                                                                                                                                                 55
                                                                                                                                                      PAGE 6 OF 9


21.   Do you, or any member of your dependent family, own                                          Do you intend to live at this residential property
      a residential property in the new location?                                                  during this posting?
      No             Go to Q22                                                                     No          Please provide reason
      Yes

            Give details of the residential property
            Address
                                                                                                   Yes         Date of intended occupancy
                                                                                                                       /        /

             State                                       Postcode                                  Is this residential property currently tenanted?
                                                                                                   No
            Number of bedrooms
                                                                                                   Yes         Date the lease expires
                                                                                                                       /        /

                                                                                                               Is there a Release Clause?
                                                                                                               No
                                                                                                               Yes

                                                 If more than one property, please provide details on a separate sheet.




        Part D            Other considerations

22.   Please state here the requirements for housing that you have as a result of being recognised as a
      family with special needs in accordance with DI(G) PER 42-5.
      Is the special need for:   Housing             Travel         Temporary accommodation

      Give a brief summary and attach a copy of Recognition, Family with Special Needs Letter, as approved by Defence Community Organisation (DCO).




      If you need more space, please attach a separate sheet.

23.   Please state any other circumstances or personal preferences (not already included in this application) that you believe should be
      taken into account regarding your relocation. This could include specific job requirements, which will assist in determining your
      housing requirements, and may require Defence approval.




      If you need more space, please attach a separate sheet.




  56
                                                                                                                                                                           PAGE 7 OF 9

          Part E             Travel details

24.     Please advise how Toll Transitions can contact you while you are in transit.
        Mobile phone                                                                              Other person – name
        number
        Email                                                                                     Phone number             (              )


25.     How will you and your dependants (if relevant) get to the new location?
        Own vehicle                  Fill in the relevant details in Parts (i) and (ii)
        Other                        Complete Part (i)
        Part (i) – Please provide details of the travel required.
                                                     Preferred mode
                                                       of travel (air,
                First name                            car, rail, boat,                     Departure location                                          Arrival location
                                                         bus, own
                                                           means)


                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM



                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM



                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM


                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM



                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM



                                                                          Departure date          /      /              AM/PM         Arrival date             /    /             AM/PM


Part (ii) – If driving own vehicle please complete.
If it is your intention to freight one or more of your vehicles you will need to complete question 30.

Vehicle 1         Vehicle make                                                                  Vehicle 2       Vehicle make

                  Model                                                                                         Model

                  Engine (cubic capacity)                                                                       Engine (cubic capacity)
                  Registration number                                                                           Registration number

                  State                                                                                         State

                  Registration expiry date                /         /                                           Registration expiry date                   /         /

                  Will you be towing anything?                                                                  Will you be towing anything?
                  No                                                                                            No
                  Yes          Item description (e.g. trailer)                                                  Yes             Item description (e.g. trailer)


                               Registration number                       State                                                  Registration number                       State


                  Will any person (other than your spouse or the dependants                                     Will any person (other than your spouse or the dependants
                  you have named on this form) be travelling with you?                                          you have named on this form) be travelling with you?
                  No                                                                                            No
                  Yes          Is this person in the ADF?                                                       Yes             Is this person in the ADF?
                               No                                                                                               No
                               Yes           Their name                                                                         Yes           Their name


                                             Employee ID number                                                                               Employee ID number


                                                                                                                                                                                    57
                                                                                                                                                                       PAGE 8 OF 9


         Part F              Furniture and effects                                       28.   Will you have items requiring long-term storage or overflow
                                                                                               storage?
26.    Do you have any items currently in storage                                              No
       at Commonwealth expense?
                                                                                               Yes           Complete Q29 – Inventory C
       No                                                                                                    (Approval to be given by Toll Transitions)
       Yes           Location of items (e.g. city and state)                                   Reason/Comments


                                                                                         29.   Inventory C – Items for Long Term Storage
                                                                                                     Inventory submitted electronically                        Inventory attached
                                                                                                     to Toll Transitions
                                  Preferred delivery date           /          /
                                                                                                                            Preferred pre-pack date                /     /
                     Delivery address
                                                                                                                                Preferred uplift date              /    /
                                                                                               Uplift address


                        State                                       Postcode
                                                                                                    State                                                 Postcode
27.    Relocation details for your furniture and effects
       If your removal has more than one part, (e.g. direct delivery to a residence      30.   Do you have any vehicles/towable items that need to be
       temporary storage, delayed delivery to a residence), please provide an                  transported to the new location (other than the ones already
       inventory for EACH part.                                                                listed at question 25 – Part ii)?

                                                                                               No
       Inventory A
                                                                                               Yes           Give details
               Inventory submitted electronically                   Inventory attached
               to Toll Transitions                                                             Item 1        Item description
                                                                                                             (e.g. car)
                                 Preferred pre-pack date            /          /
                                                                                                             Make
                                     Preferred uplift date          /          /
                                                                                                             Model
       Uplift address
                                                                                                             Registration number

                                                                                                             State
        State                                                  Postcode                                      Location from
                                  Preferred delivery date           /          /
                                                                                                             Preferred Uplift Date                    /            /

       Delivery address                                                                                      Location to

                                                                                                             Preferred Delivery Date                  /            /


        State                                                  Postcode                        Item 2       Item description
                                                                                                            (e.g. car)
      Inventory B                                                                                           Make
             Inventory submitted electronically                    Inventory attached                       Model
             to Toll Transitions
                                                                    /          /                            Registration number
                                 Preferred pre-pack date

                                                                    /          /                            State
      Uplift address                 Preferred uplift date
                                                                                                            Location from

                                                                                                            Preferred Uplift Date                 /            /

       State                                                 Postcode                                       Location to
                                  Preferred delivery date           /          /                                                                  /            /
                                                                                                            Preferred Delivery Date
      Delivery address




       State                                                 Postcode

  58
                                                                                                                                                                 PAGE 9 OF 9



        Part G            Temporary accommodation                                                   transported or while they are parked or stored awaiting uplift or collection.
                                                                                                    Information obtained during the course of the assessment of my relocation
      Toll Transitions staff aim to provide you with temporary accommodation that                   or housing requirements may be provided to the Department of Defence and
      takes into account your Defence entitlement and family composition.                           external service providers for the purpose of managing my housing
                                                                                                    requirements and relocations.
31.   Will you need temporary accommodation in your current location?
                                                                                                      Signature of
      No                                                                                                  Member

      Yes          Other requirements, e.g. cots, pram access etc. (if no preference
                   leave blank).                                                                                  Date         /        /




                                                                                                   Part I                Discharge Declaration

                                                                                           36.   Declaration by MEMBER on discharge from the ADF
                                                                                                 My address prior to enlistment was

32.   Will you need temporary accommodation in your new location?

      No
                                                                                                  State                                             Postcode
      Yes          Other requirements, e.g. cots, pram access etc. (if no preference
                   leave blank).
                                                                                                 It is my bona fide intention, on termination of my service, to take
                                                                                                 up residence at the following address and I apply for removal at
                                                                                                 Departmental expense to that destination.




                                                                                                  State                                             Postcode

                                                                                                    I understand that, in the event of my furniture and effects being
33.   Do you have a preference for a                                    Smoking                     moved I will be responsible from the date of from the date of delivery
                                                                                                    storage, into storage, I will be responsible delivery into storage for bothinto
      smoking or non-smoking room?                                                                  storage for both storage charges and advance.
                                                                                                    storage charges and insurance monthly in insurance monthly in advance.
                                                                   Non-smoking
                                                                                                    complete my engagement, or circumstances arising in which I will not
34.   For calculation of Disturbance Allowance and to enable certification                          qualify for a removal on discharge.
      of the number of Departmental moves recorded in our records,
      please state the number of moves you have had at Departmental
                                                                                                    removal has taken place, I understand that I will be responsible for any
      expense (including this one).
                                                                                                    additional costs incurred on removal to my new posting locality, less the
                                                                                                    cost Defence would ordinarily be responsible for.



                                                                                                    statements to Toll Transitions or the Department of Defence is a serious
        Part H            Declaration                                                               offence under the Crimes Act 1914 and the Defence Force Discipline Act
                                                                                                    1982, and that these Acts impose substantial penalties, including
35.   Declaration by MEMBER                                                                         imprisonment, for committing these offences. Any entitlement provided to
                                                                                                    me as a result of such conduct may be recovered.
      I understand that Toll Transitions will collect, store and use or disclose
      information contained in this Form for the purposes set out on the first page.
                                                                                                  Signature of
      I acknowledge that it is Toll Transitions’ usual practice to give some or all of               Member
      my personal information (including relocation details) to the agencies and
      organisations identified on the first page.
                                                                                                           Date            /       /
      I acknowledge that in order to be able to provide the services listed on the first
      page Toll Transitions needs to be able to provide some or all of my personal
      information (including relocation details) to the Department of Defence and to
      contractors and accordingly consent to this use of my personal information.
      I acknowledge that Toll Transitions may in certain circumstances also disclose
      personal information to the other persons, agencies and organisations
      identified on the first page.

        I am aware that the giving of false or misleading information, documents                 Returning the Application for Relocation
        or statements to Toll Transitions is a serious offence under the
        Commonwealth’s Criminal Code 1995 and the Defence Force Discipline Act
                                                                                                 Return the completed Application for Relocation in the reply
        1982 and that this legislation imposes substantial penalties, including                  paid envelope provided, or return the completed form by fax
        imprisonment, for committing these offences. Any entitlement provided to                 to your local Toll Transitions Relocation Services Centre (RSC).
        me as a result of such conduct may be recovered.                                         Keep a photocopy of the completed form for your
                                                                                                 records.
                                                                                                                                                                         59
60
                                                                                                                                                               PAGE 1 OF 2



                                      STAFF-IN-CONFIDENCE

                                     Department of Defence and Toll Transitions


Direct Credit Authorisation
The Department of Defence and Toll Transitions require you to complete this form to provide them with your bank account details as set out below for the purpose of
Direct Credit payment of allowances and entitlements (other than salaries) to staff. This information you provide is safeguarded by the Privacy Act 1988, which prevents
the information from being used other than for the purposes for which it is collected.
The information provided will be collected and used by the Department of Defence and Toll Transitions to process your relocation allowances and entitlements, and
lodge payment via Electronic Funds Transfer (EFT) directly into your bank account. As part of this process your particulars will be inserted or recorded as a direct credit
vendor on the Resources and Output Management and Accounting Network (ROMAN) and Toll Transitions Finance System. As part of Toll Transitions’ responsibility
for Defence relocations, details may be used by either the Department of Defence and/or Toll Transitions.
You must be aware that in certain circumstances, this personal information may be provided to other organisations on a need-to-know basis, for reasons such as law
enforcement, or in connection with legal proceedings. Please see overleaf the list of organisations included for these purposes.



Staff details                                Rank or Title                                                  Vendor Number (if known)

I authorise the Department of
Defence and Toll Transitions
                                             Service                                                        Service Number
Australia to record and use the
details provided for the purpose
of Direct Credit payment of
Departmental allowances and                  Employee ID Number                                             AGS Number
entitlements. I also authorise the
release of information contained
in this form to any of the                   First Given Name                              Middle Initial   Surname
organisations listed overleaf.

                                             Current Work Address




                                             Current Telephone Number
                                              (Home)                                    (Work)                                        (Mobile)




                                             Bank or Financial Institution Name                                        BSB (Bank State Branch) Number

                                                                                                                       This must be a six digit number
                                             Town or Suburb                                                            State



                                             Account Name                                                              Account Number

                                                                                                                       Not credit or debit card number


The information I have provided in this application is true and correct. I am aware that the giving of false or misleading information, documents
or statements to the Department of Defence and Toll Transitions is a serious offence under the Commonwealth’s Criminal Code 1995, and that
the Criminal Code imposes substantial penalties, including imprisonment for committing these offences.




Member’s signature                                                                                                                               Date




                                                                                                                                                                       61
                                                                                                                                                            PAGE 2 OF 2



                                      STAFF-IN-CONFIDENCE

                                      Department of Defence and Toll Transitions



PLEASE NOTE
Organisations to whom this personal information may be provided on a need-to-know basis, for reasons such as law enforcement, or in connection with legal proceedings
include: Centrelink, the Australian Taxation Office, Courts or Tribunals, Commonwealth or State Departments/Agencies where there is an obligation under law to provide it,
Department of Family and Community Service, Law enforcement agencies including the police, Defence’s and Toll Transitions’ legal representatives.



                         All members undertaking relocation are required to complete and submit this
                         Direct Credit Authorisation form. This is a new form, distributed only in the
                         Relocations Pack. It is used in the Relocations Pack instead of the Department
                         of Defence Direct Credit Authorisation Form AC 839, but it does not replace the
                         use of Form AC 839 in any other circumstances.
                         This Direct Credit Authorisation form will enable both the Department of
                         Defence and Toll Transitions to process your relocation allowances and
                         entitlements, and lodge payment via Electronic Funds Transfer directly into your
                         bank account.
                         It has been approved by the Department of Defence Financial Services Branch,
                         sponsor of the Department of Defence Chief Executive Instructions (CEIs).
                         If you have any questions about the Direct Credit Authorisation form, please
                         contact your local Relocation Service Centre (RSC).




Office use only
Operator Name                                                    Signature                                                               Date entered




 62                                                                    STAFF-IN-CONFIDENCE
                                                                                                                                                                                      PAGE 1 OF 8

                                                                                 Request for removal of Household Furniture
                                                                                 and Personal Effects for Defence Personnel
                                                                                      Please read Toll Transitions Defence Relocation Guide to help you plan for your removal.
                                                                                                                       Please call us if you need assistance on 1800 819 167


  Section 1               Defence Personnel to Complete (All boxes must be completed)
 First Name:                                                                                                 Last Name:
 Rank:                                                                   Employee ID                                                             Posting WEF Date:      /      /

Who should we contact to keep you informed throughout your removal? Please call us if contact details change.
 Name:                                                                   Mobile:                                                                 Home Phone:
 Work Phone:                                                             Email Address:

Important: Please read
                                                                                                                                        Customer Signature
I agree to the terms and conditions in Toll Transitions Defence Relocation Guide under which my removal will 
be arranged. This includes the terms and conditions under which I may become responsible for payment to
Toll Transitions of costs associated with my removal including for storage and/or redelivery as applicable.
Exit Date
If you are exiting Defence, you will become responsible for all storage and associated charges. Please tell us your exit date from Defence.                                      /    / 
Carton Kit
Will you have a need for portarobes and/or cartons to pack your clothing and, if you wish, your personal papers? If yes, please provide us below with your family details, 
so we can ensure sufficient cartons/portarobes are provided.
 No. of Adults:                             No. of Children:                             Ages:
 Comments:
Inventories
If your removal has more than one part, e.g. part for direct delivery to residence, part for temporary storage and later delivery to residence – you should provide a
separate inventory for each.
Uplift Address (Address moving from)
 Street:                                                                                                     Suburb:
 City:                                                                                    State:                                                                          Postcode:

Contact at Uplift (if different from above)           Name:
 Home Phone:                                                             Work:                                                                   Mobile:

Requested Dates             Pre-Pack Date:      /      /                                Uplift Date:        /        /                                  Delivery Date:      /        / 

Delivery Address (Address moving to) OR Storage Yes/No:                                        No. of weeks:                               Location:
 Street:                                                                                                     Suburb:
 City:                                                                                    State:                                                                          Postcode:

Contact at Delivery (if different from above) Name:
 Home Phone:                                                             Work:                                                                   Mobile:
Provide details below of any unusual features which may effect uplift or delivery e.g. -– narrow staircase to 2nd floor flat, steep driveway, clearways, etc.
 Uplift Instructions:                                                                                        Delivery Instructions:




  Section 2                Toll Transitions to Complete                        Date received from Defence Personnel:      /      /

 Contact Name:                                                                                               Client Organisation Code:
 Internal Order No.:                                                     RSC Patch I.D.:                                                         Reason Code:
 Work Phone:                                                             Mobile:                                                                 Fax Number:
 Email Address:                                                                                              Discharge/Separation Date:      /      /
 Authorising Officer:

Is uplift address a DHA managed property?                          Yes           No    Is delivery address a DHA managed property?                             Yes       No

 Signature:                                                                                                                                                              Dated:    /    /


                                                                                                                                                                                            63
                                                                                                                                                PAGE 2 OF 8
It takes about 45 minutes to complete this short-form inventory. Indicate        NAME
all furniture items to be moved. Include the quantities, a brief description
(such as colour or serial number) and a value for these items. If items are        COLUMN No. 2                QTY          DESCRIPTION             VALUE
not printed list in spare lines provided for each room. There is an additional
                                                                                 FAMILY/RUMPUS
section on page 5 for you to list any other household items that are not
                                                                                 Estimated $ value of items in this room to be
already listed.                                                                                                                                 $       –
                                                                                 packed into cartons
You do not need to detail items that can be packed in cartons. For each          Bar
room, simply indicate an estimated value of the items to be packed at the        Bookcase
top of each room.                                                                Bookshelves dsmntld
                                                                                 Chair
NAME                                                                             Computer
                                                                                 Desk, Student
  COLUMN No. 1            QTY              DESCRIPTION                VALUE      Lounge Suite 2 seat
LOUNGE                                                                           Lounge Suite 3 seat
                                                                                 Stool
Estimated $ value of items in this room to be
                                                                  $       –      Table, Billiard to 3/4 size
packed into cartons
Air Conditioner                                                                  Table/Chairs (kids)
Armchair                                                                         Television
Bookcase                                                                         Wall Unit
Bureau
Cabinet, China
Cabinet, Stereo
Cabinet, Video
CD Stand/Rack
Chairs, Other
Desk, Student                                                                    DINING ROOM
DVD                                                                              Estimated $ value of items in this room to be
                                                                                                                                                $       –
                                                                                 packed into cartons
Lamp, Standard
                                                                                 Bookcase
Lounge Suite 2 seat
                                                                                 Buffet/Sideboard
Lounge Suite 3 seat
                                                                                 Cabinet, China
Lounge, Modular pces
                                                                                 Cabinet, Crystal
Magazine Tidy
                                                                                 Chairs, Dining
Organ/Portable
                                                                                 Dresser/Buffet
Piano
                                                                                 Table, Dining
Piano Stool
                                                                                 Traymobile/Trolley
Speakers
                                                                                 Wine Rack
Stereo Unit
Stool, Foot
Table, Coffee
Tables, Nest of
Television
TV Stand or unit
VCR
                                                                                 KITCHEN
Wall unit
                                                                                 Estimated $ value of items in this room to be
                                                                                                                                                $       –
                                                                                 packed into cartons
                                                                                 Cabinet
                                                                                 Chairs
HALL
                                                                                 Dishwasher
Estimated $ value of items in this room to be
                                                                  $       –      Dresser/Buffet
packed into cartons
                                                                                 Freezer
Bureau
                                                                                 Microwave
Chair
                                                                                 Refrigerator
Clock, Grandfather
                                                                                 Stool
Mirror
                                                                                 Table Kitchen
Pedestal
Stand, Hall
Table, Hall
Table, Phone




                                          COLUMN 1 TOTAL $            –                                                    COLUMN 2 TOTAL   $       –




 64
                                                                                                                                        PAGE 3 OF 8

NAME                                                                     NAME

  COLUMN No. 3            QTY              DESCRIPTION           VALUE     COLUMN No. 4            QTY              DESCRIPTION             VALUE
BEDROOM 1                                                                BEDROOM 4
Estimated $ value of items in this room to be                            Estimated $ value of items in this room to be
                                                             $       –                                                                  $       –
packed into cartons                                                      packed into cartons
Air Conditioner                                                          Bed/Mattress Single
Bed/Mattress Double                                                      Bookshelf
Bed/Mattress King                                                        Chair
Bed/Mattress Queen                                                       Drawers, Chest of
Bed/Mattress Single                                                      Stool
Bookshelf                                                                Table, Bedside
Box or Chest                                                             Table, Dressing
Boxes, Cartons                                                           Wardrobe (double)
Chair                                                                    Wardrobe (single)
Drawers, Chest of
Dressing Table
Mirror
Stool
Table, Bedside
Television
Wardrobe (double)                                                        NURSERY
Wardrobe (single)                                                        Estimated $ value of items in this room to be
                                                                                                                                        $       –
                                                                         packed into cartons
                                                                         Bassinette/Stand
BEDROOM 2                                                                Bath, Baby
Estimated $ value of items in this room to be                            Chair
                                                             $       –
packed into cartons                                                      Cot
Bed, Folding                                                             Cupboard
Bed/Mattress Double                                                      Playpen
Bed/Mattress Single                                                      Pram
Bookshelf                                                                Pusher/Stroller
Bunks/Mattress                                                           Table, Change
Chair                                                                    Toybox
Computer
Desk, Student
Drawers, Chest of
Stool
Table, Bedside
Table, Dressing
Television, Portable                                                     LAUNDRY
Wardrobe (double)                                                        Estimated $ value of items in this room to be
                                                                                                                                        $       –
Wardrobe (single)                                                        packed into cartons
                                                                         Basket
                                                                         Basket, Linen
BEDROOM 3                                                                Brooms, etc.
Estimated $ value of items in this room to be                            Clothes Airer
                                                             $       –
packed into cartons                                                      Clothes Dryer
Bed/Mattress Single                                                      Cupboard
Bookshelf                                                                Ironing Board
Bunks/Mattress                                                           Table, Kitchen
Chair                                                                    Trolley (fold up)
Desk, Student                                                            Vacuum Cleaner
Drawers, Chest of                                                        Washing Machine
Stool
Table, Bedside
Table, Dressing
Television, Portable
Wardrobe (double)
Wardrobe (single)



                                          COLUMN 3 TOTAL $       –                                                 COLUMN 4 TOTAL   $       –




                                                                                                                                                    65
                                                                                                                                           PAGE 4 OF 8

NAME                                                                       NAME

  COLUMN No. 5            QTY              DESCRIPTION           VALUE       COLUMN No. 6           QTY               DESCRIPTION              VALUE
STUDY                                                                     UNUSUAL ITEMS FOR SPECIAL PACKING OR HANDLING
Estimated $ value of items in this room to be                             Estimated $ value of items in this room to be
                                                             $       –                                                                     $       –
packed into cartons                                                       packed into cartons
Bookcase                                                                  Books, Large Quantity
Books, Large Quantity                                                     CD Collections
Bookshelf                                                                 Clock, Grandfather
Boxes, Cartons                                                            Hobbies
Cabinet, Filing                                                           Paintings (h x w x d)
Chair                                                                     Record Collections
Computer
Desk (other)                                                              PACKABLE ITEMS OF VALUE
Shelving                                                                  Estimated $ value of items in this room to be
                                                                                                                                           $       –
                                                                          packed into cartons
                                                                          Cameras
                                                                          Cameras, Video
                                                                          Computer Games
                                                                          Crystal Items
GARAGE/SHED                                                               Encyclopedia
                                                                          Paintings
Estimated $ value of items in this room to be
                                                             $       –    Playstation / X Box
packed into cartons
Antenna ext                                                               Stereo Components
Bicycle                                                                   VCR / DVD
Boxes, Cartons
Camping Gear                                                              PATIO/OUTDOOR AREA
Canoe                                                                     Estimated $ value of items in this room to be
                                                                                                                                           $       –
                                                                          packed into cartons
Chairs
                                                                          BBQ Large Trolley
Chest, Tool
                                                                          BBQ Portable
Esky Large
                                                                          BBQ Webber
Esky Small
                                                                          Compost Bins
Footlocker/Trunk
                                                                          Dog Kennel
Fridge, Car
                                                                          LPG Gas Cylinders
Golf Bag/Clubs
                                                                          Outdoor/Garden Setting
Hose
                                                                          Pool, Wading
Ladder
                                                                          Spa Bath, Portable
Lawn Mower
                                                                          Trampoline
LPG Gas Cylinders
Mower, Push
                                                                          ADDITIONAL ITEMS
Pool, Wading
                                                                          Estimated $ value of items in this room to be
Pots, Garden                                                                                                                               $       –
                                                                          packed into cartons
Refrigerator
                                                                          Freight Items
Shelving
Surfboard
Swing (dismantled)
Table, Kitchen                                                                                                       COLUMN 6 TOTAL    $       –
Table, Tennis
Tarpaulin
Tricycle                                                                  TOTALS
Wardrobe                                                                  COLUMN 1 TOTAL                         $                                     –
Weedeater                                                                 COLUMN 2 TOTAL                         $                                     –
Wheelbarrow                                                               COLUMN 3 TOTAL                         $                                     –
Workbench large                                                           COLUMN 4 TOTAL                         $                                     –
Workbench/Workhorse                                                       COLUMN 5 TOTAL                         $                                     –
                                                                          COLUMN 6 TOTAL                         $                                     –
                                                                          Grand total columns 1 to 6             $                                     –
                                                                         Note: additional pages as per below are not included in the
                                                                         final totals column above.




                                          COLUMN 5 TOTAL $       –




 66
                                                                                                                  PAGE 5 OF 8
List any additional items on pages 5 to 8, if they have not been listed on pages 1 to 4.


 Item                                        Comments                                      Qty.   Size       Value ($) Age


 1


 2


 3


 4


 5


 6


 7


 8


 9


 10


 11


 12


 13


 14


 15


 16


 17


 18


 19


 20
                          Total Inventory Value for additional household items listed on page 5.         $

                                                                                                                        67
                                                                                           PAGE 6 OF 8



Item                    Comments                                   Qty.    Size       Value ($) Age


21


22


23


24


25


26


27


28


29


30


31


32


33


34


35


36


37


38


39


40
       Total Inventory Value for additional household items listed on page 6.     $

68
                                                                                           PAGE 7 OF 8



Item                    Comments                                   Qty.    Size       Value ($) Age


41


42


43


44


45


46


47


48


49


50


51


52


53


54


55


56


57


58


39


60
       Total Inventory Value for additional household items listed on page 7.     $

                                                                                                 69
                                                                                                          PAGE 8 OF 8



Item                                   Comments                                   Qty.    Size       Value ($) Age


61


62


63


64


65


66


67


68


69


70


71


72


73


74


75
                      Total Inventory Value for additional household items listed on page 8.     $




GRAND TOTALS (INVENTORY TOTALS)
TOTAL PAGES 2 TO 4                 $           –
TOTAL PAGE 5                       $           –
TOTAL PAGE 6                       $           –
TOTAL PAGE 7                       $           –
TOTAL PAGE 8                       $           –
GRAND TOTAL PAGES 2 TO 8           $           –


 70
                                                                                                                                                                       PAGE 1 OF 1

                                          Request for Relocation of Motor Vehicles, Motor Bikes,
                                            Boats, Caravans, Trailers, etc. for Defence Personnel
                                                                              Please read Toll Transitions Defence Relocation Guide to help you plan for your removal.
                                                                                                               Please call us if you need assistance on 1800 819 167


 Section 1              Defence Personnel to Complete (All boxes must be completed)
 First Name:                                                                                   Last Name:
 Rank:                                                          Employee ID                                                  Posting WEF Date:      /      /

Who should we contact to keep you informed throughout your removal? Please call us if contact details change.
 Name:                                                          Mobile:                                                      Home Phone:
 Work Phone:                                                    Email Address:
Uplift Address (Address moving from)
 Street:                                                                                       Suburb:
 City:                                                                        State:                                                                       Postcode:
 OR if the vehicle is to be taken to the Depot, indicate which city/town:

Contact at Uplift (if different from above)       Name:
 Home Phone:                                                    Work:                                                        Mobile:

Requested Dates           Uplift Date:      /      /                         Delivery Date:      /      / 

Delivery Address (Address moving to)
 Street:                                                                                       Suburb:
 City:                                                                        State:                                                                       Postcode:
 OR if the vehicle is to be taken to the Depot, indicate which city/town:

Contact at Delivery (if different from above) Name:
 Home Phone:                                                    Work:                                                        Mobile:
Vehicle Type
 Year of Manufacture:                          Make:                                          Model:                                        Colour:
 Registration No.:                             Value: $                                       If motor cycle, cc capacity:
 If vehicle type is a trailer, caravan, boat give dimensions including trailer (L x W x H):
 Other details, i.e. fibreglass/aluminium:

Is the vehicle registered?               Yes            No (Insurance will not apply)                                                  Is the vehicle drivable?        Yes         No

Is the vehicle towable?                  Yes            No                                                  NOTE: Please ensure no personal items are left in the vehicles.

Important: Please read
I agree with the Terms and Conditions in Toll Transitions Defence Relocation Guide under which my removal will be arranged. This includes the
information pertaining to Removal of Motor Vehicles information contained in the Toll Transitions Defence Relocation Guide.
 Print name                                                                      Customer’s signature                                                    Dated:    /    /




 Section 2              Toll Transitions to Complete                 Date received from Defence Personnel:      /      /

 Contact Name:                                                                                 Client Organisation Code:
 Internal Order No.:                                            RSC Patch I.D.:                                              Reason Code:
 Work Phone:                                                    Mobile:                                                      Fax Number:
 Email Address:                                                                                Discharge/Separation Date:      /      /
 Authorising Officer:

 Signature:                                                                                                                                              Dated:    /    /



                                                                                                                                                                             71
72
                                                                                                                                                       PAGE 1 OF 4

                                                                                                            Notice of Loss or Damage



Important
•	 This Notice of Loss or Damage should be lodged within 14 days of your delivery,
•	 in the event of essential items malfunctioning, please contact Toll Transitions for assistance on 1800 819 167 (Warranty Management Centre),
•	 do not proceed with any repairs or destroy or replace any items until authorised by Toll Transitions,
•	 use a separate Notice of Loss or Damage Form for each separate inventory.

Removal Details (please complete in black ink)        Move Number (if known):


Client Name:                                                                                                      Employee ID/AGS No.:



Client Address (new delivery address)



Organisation/Department:                                                                                                                 Postcode:



Mobile:                                                  Work Phone:                                                 Home Phone:



Email Address:



Agent contact (if applicable):



Removal from (e.g. Canberra):                                                         Removal to (e.g. Sydney):



Inventory:



Provider (Removalist):



Uplift date:                                                                          Delivery date:



Declaration by the member
The information I have provided in this Form is true and accurate. I am aware that the giving of false or misleading information, documents or statements to Toll 
Transitions is a serious offence under the Commonwealth’s Criminal Code 1995 and the Defence Force Discipline Act 1982 and that this legislation imposes substantial 
penalties, including imprisonment, for committing these offences. Any entitlement provided to me as a result of such conduct may be recovered.

I,



Signed                                                                  Witness

                                                                                                                                           Dated:    /    /

Note: Further particulars may be required by Toll Transitions




                                                                                                                                                               73
                                                                                                                                                 PAGE 2 OF 4

                                                                                              Notice of Loss/Damage Details
                                                                                                                           You should complete Sections 1 to 4
                                                                                       (Please refer to the last page for advice on how to complete this form).


              1. Details of items from your inventory
                                                                          2. Full Description of Items               3. Full Details of Loss/Damage
         Page No.       Item No.         Age          Value

     1

     2

     3

     4

     5

     6

     7

     8

     9

   10

   11

   12

   13

   14

   15

   16

   17

   18

   19

   20

   21

   22

   23

   24

   25

   26

   27

   28

   29

   30




If insufficient space, please complete an additional notice of loss/damage form.



74
                                                                                                                                                   PAGE 3 OF 4

                                                                                              Notice of Loss/Damage Details
                                                                                                                            You should complete Sections 1 to 4
                                                                                        (Please refer to the last page for advice on how to complete this form).


Toll Transitions Use Only
 Transferee:                                                                                                                                Page      of
 Name:
 Address:


 Order No.:                                                                         Notice No.:
 Provider:

Uplift ICR Held      Yes        No (Insurance will not apply)      Delivery ICR Held        Yes          No

  4. Details of make good action required                   5. Warranty Case consultant’s Report
                                                                                                                       6. Cash      7. Repair        Est $
     or amount of compensation sought                       (include uplift ICR notation if relevant)


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL


                                                                                                           PL/NPL

                                                                                                        Sub Totals


                                                                                                              Totals




 Warranty Case Consultant’s name (printed):

                                                                                                                            Date notice renewed:    /    /



                                                                                                                                                           75
                                                                                                                                PAGE 4 OF 4




     When Lodging a Notice of Loss or Damage                             Disallowed Items
     Provide as detailed a description as possible of the item that is   Where an item has not been accepted due to lack of physical
     lost or damaged. Describe the damage to any item and tell us        damage or other evidence indicating the item may have been
     the exact location of the damage on that item.                      damaged during the removal (e.g. crushed or wet carton) you
     Toll Transitions, subject to the terms of the Warranty, will make   may choose to arrange and pay for your own assessment of the
     good removal related loss or damage to your personal effects.       item. If the assessment and its supporting evidence indicate
     Where practicable, damaged items will be repaired and               that the damage was removals related then Toll Transitions will
     returned to the condition they were in at your uplift. For items    reconsider the item. If we then accept the item the assessment
     lost or unable to be repaired, we will offer to replace them with   costs will be refunded to you.
     an item of similar type, age and condition, or compensate you       When you have completed this form, please post or fax to:
     based on those replacement costs.
                                                                         Toll Transitions
     PBO items or those you elect to unpack yourself are not covered     PO Box 15294
     by the Warranty, except in the case of loss of or obvious           City East QLD 4002
     damage to the carton, caused by the removalist.                     Email: wmc@tolltransitions.com.au
                                                                         Phone: 1800 819 167
     We will review your Notice of Loss or Damage and give you the 
                                                                         Fax: 07 3149 2704
     option of either having us arrange repair or replacement or you
     doing this yourself. If we make the arrangements, a Toll
     Transitions employee or one of our repairers will contact you to
     make the necessary arrangements with you.




76
Notes




        77
     Notes




78
Defence Relocations and Housing Managers                                 Emergency contacts in transit
Adelaide    (08) 7389 3225   Richmond         (02) 4587 2314   For assistance call the Toll Transitions RSC in your losing location
Bandiana    (02) 6055 2157   South Victoria   (03) 9282 3667
Brisbane    (07) 3332 6992   Sydney           (02) 9393 2146
                                                                                           1800 819 167 – 24hr Hotline
Cairns      (07) 4411 7922   Tindal           (08) 8973 6594
                                                                                           (when in transit)
Canberra    (02) 6127 2898   Toowoomba        (07) 4631 4414
Darwin      (08) 8935 4346   Townsville       (07) 4411 7922
Hobart      (03) 6237 7277   Wagga Wagga      (02) 6937 4220
Hunter      (02) 4034 6964                                                                 139 DHA
Ipswich     (07) 4631 4414
Liverpool   (02) 8782 4100
                                                                                          13 11 57 – Confirmation of travel
Nowra       (02) 4421 3855
Perth       (08) 9311 2376




Defence Relocations and Housing Managers                                 Emergency contacts in transit
Adelaide    (08) 7389 3225   Richmond         (02) 4587 2314   For assistance call the Toll Transitions RSC in your losing location
Bandiana    (02) 6055 2157   South Victoria   (03) 9282 3667
Brisbane    (07) 3332 6992   Sydney           (02) 9393 2146
                                                                                           1800 819 167 – 24hr Hotline
Cairns      (07) 4411 7922   Tindal           (08) 8973 6594
                                                                                           (when in transit)
Canberra    (02) 6127 2898   Toowoomba        (07) 4631 4414
Darwin      (08) 8935 4346   Townsville       (07) 4411 7922
Hobart      (03) 6237 7277   Wagga Wagga      (02) 6937 4220
Hunter      (02) 4034 6964                                                                 139 DHA
Ipswich     (07) 4631 4414
Liverpool   (02) 8782 4100
                                                                                          13 11 57 – Confirmation of travel
Nowra       (02) 4421 3855
Perth       (08) 9311 2376




Defence Relocations and Housing Managers                                 Emergency contacts in transit
Adelaide    (08) 7389 3225   Richmond         (02) 4587 2314   For assistance call the Toll Transitions RSC in your losing location
Bandiana    (02) 6055 2157   South Victoria   (03) 9282 3667
Brisbane    (07) 3332 6992   Sydney           (02) 9393 2146
                                                                                           1800 819 167 – 24hr Hotline
Cairns      (07) 4411 7922   Tindal           (08) 8973 6594
                                                                                           (when in transit)
Canberra    (02) 6127 2898   Toowoomba        (07) 4631 4414
Darwin      (08) 8935 4346   Townsville       (07) 4411 7922
Hobart      (03) 6237 7277   Wagga Wagga      (02) 6937 4220
Hunter      (02) 4034 6964                                                                 139 DHA
Ipswich     (07) 4631 4414
Liverpool   (02) 8782 4100
                                                                                          13 11 57 – Confirmation of travel
Nowra       (02) 4421 3855
Perth       (08) 9311 2376




Defence Relocations and Housing Managers                                 Emergency contacts in transit
Adelaide    (08) 7389 3225   Richmond         (02) 4587 2314   For assistance call the Toll Transitions RSC in your losing location
Bandiana    (02) 6055 2157   South Victoria   (03) 9282 3667
Brisbane    (07) 3332 6992   Sydney           (02) 9393 2146
                                                                                           1800 819 167 – 24hr Hotline
Cairns      (07) 4411 7922   Tindal           (08) 8973 6594
                                                                                           (when in transit)
Canberra    (02) 6127 2898   Toowoomba        (07) 4631 4414
Darwin      (08) 8935 4346   Townsville       (07) 4411 7922
Hobart      (03) 6237 7277   Wagga Wagga      (02) 6937 4220
Hunter      (02) 4034 6964                                                                 139 DHA
Ipswich     (07) 4631 4414
Liverpool   (02) 8782 4100
                                                                                          13 11 57 – Confirmation of travel
Nowra       (02) 4421 3855
Perth       (08) 9311 2376
Toll Transitions Relocation Service Centre (RSCs)

Australian Capital Territory   02 6216 0563   New South Wales,                            Queensland, Ipswich      07 3280 5000   Victoria, Cerberus    03 8696 6063
New South Wales,                              Wagga Wagga                  02 6923 0400   Queensland, Toowoomba    07 4631 9750   Victoria, Melbourne   03 8696 6000
Hunter Valley                  02 4983 8600   Northern Territory, Darwin   08 8901 8600   Queensland, Townsville   07 4447 8500   Victoria, Wodonga     02 6049 2400
New South Wales, Nowra         02 4428 4400   Northern Territory,                         South Australia          08 8343 9800   Western Australia     08 9431 9700
New South Wales,                              Katherine                             TBA
                                                                                          Tasmania                 03 6224 9479   Warranty Management
Parramatta                     02 9841 4600   Queensland, Brisbane         07 3149 2700                                           Centre                07 3149 2702
New South Wales, Sydney        02 8907 8900   Queensland, Cairns           07 4054 9550




                                                                                          In the event that you are unable to contact the RSC closest to your
                                                                                          current posting location, please call us on 1800 819 167 for
                                                                                          assistance.




Toll Transitions Relocation Service Centre (RSCs)

Australian Capital Territory   02 6216 0563   New South Wales,                            Queensland, Ipswich      07 3280 5000   Victoria, Cerberus    03 8696 6063
New South Wales,                              Wagga Wagga                  02 6923 0400   Queensland, Toowoomba    07 4631 9750   Victoria, Melbourne   03 8696 6000
Hunter Valley                  02 4983 8600   Northern Territory, Darwin   08 8901 8600   Queensland, Townsville   07 4447 8500   Victoria, Wodonga     02 6049 2400
New South Wales, Nowra         02 4428 4400   Northern Territory,                         South Australia          08 8343 9800   Western Australia     08 9431 9700
New South Wales,                              Katherine                             TBA
                                                                                          Tasmania                 03 6224 9479   Warranty Management
Parramatta                     02 9841 4600   Queensland, Brisbane         07 3149 2700                                           Centre                07 3149 2702
New South Wales, Sydney        02 8907 8900   Queensland, Cairns           07 4054 9550




                                                                                          In the event that you are unable to contact the RSC closest to your
                                                                                          current posting location, please call us on 1800 819 167 for
                                                                                          assistance.




Toll Transitions Relocation Service Centre (RSCs)

Australian Capital Territory   02 6216 0563   New South Wales,                            Queensland, Ipswich      07 3280 5000   Victoria, Cerberus    03 8696 6063
New South Wales,                              Wagga Wagga                  02 6923 0400   Queensland, Toowoomba    07 4631 9750   Victoria, Melbourne   03 8696 6000
Hunter Valley                  02 4983 8600   Northern Territory, Darwin   08 8901 8600   Queensland, Townsville   07 4447 8500   Victoria, Wodonga     02 6049 2400
New South Wales, Nowra         02 4428 4400   Northern Territory,                         South Australia          08 8343 9800   Western Australia     08 9431 9700
New South Wales,                              Katherine                             TBA
                                                                                          Tasmania                 03 6224 9479   Warranty Management
Parramatta                     02 9841 4600   Queensland, Brisbane         07 3149 2700                                           Centre                07 3149 2702
New South Wales, Sydney        02 8907 8900   Queensland, Cairns           07 4054 9550




                                                                                          In the event that you are unable to contact the RSC closest to your
                                                                                          current posting location, please call us on 1800 819 167 for
                                                                                          assistance.




Toll Transitions Relocation Service Centre (RSCs)

Australian Capital Territory   02 6216 0563   New South Wales,                            Queensland, Ipswich      07 3280 5000   Victoria, Cerberus    03 8696 6063
New South Wales,                              Wagga Wagga                  02 6923 0400   Queensland, Toowoomba    07 4631 9750   Victoria, Melbourne   03 8696 6000
Hunter Valley                  02 4983 8600   Northern Territory, Darwin   08 8901 8600   Queensland, Townsville   07 4447 8500   Victoria, Wodonga     02 6049 2400
New South Wales, Nowra         02 4428 4400   Northern Territory,                         South Australia          08 8343 9800   Western Australia     08 9431 9700
New South Wales,                              Katherine                             TBA
                                                                                          Tasmania                 03 6224 9479   Warranty Management
Parramatta                     02 9841 4600   Queensland, Brisbane         07 3149 2700                                           Centre                07 3149 2702
New South Wales, Sydney        02 8907 8900   Queensland, Cairns           07 4054 9550




                                                                                          In the event that you are unable to contact the RSC closest to your
                                                                                          current posting location, please call us on 1800 819 167 for
                                                                                          assistance.
Relocation checklist
The following checklist is designed to assist you during your relocation.

Getting started
     I have received my Posting Order

     I have received a Pre-Application for Relocation (Pre-AFR) letter from Toll Transitions (not applicable for short notice moves
     – less than 2 months)

     I have completed and returned the Pre-AFR to Toll Transitions          Online               OR Hard Copy              OR Phone

     I have received a Relocation Pack from Toll Transitions

     I have completed and returned the AFR to Toll Transitions              Online               OR Hard Copy              OR Phone

     I have completed and returned my inventory to Toll Transitions         Online               OR Hard Copy              OR Phone


Moving to your new location                                              Housing
Your Toll Transitions Case Manager will assist you with                  DHA will assist you with all your housing requirements (refer
co-ordinating the following aspects of your relocation. (Please          Section 4 for further information). You will be contacted by a
note that you must complete and return your AFR and inventory            DHA property Manager once you have completed and returned
to Toll Transitions before we can arrange your relocation).              your relocation documentation (AFR) to Toll Transitions.
• Travel                • Removal                                             I have been contacted by a DHA Property Consultant
• Accommodation         • Allowances
                                                                              I have received confirmation of how to access DHA’s
Once all bookings and allowances are confirmed your Case                      online Home Find tool
Manager will send to you (via mail or email) an Original
Movement Plan Letter (OMPL) detailing all the travel,                         I have confirmed my chosen Service Residence in my
accommodation, removal and allowances pertaining to                           new gaining location
your relocation (refer section 1 of this Relocation Guide                     I have received confirmation from DHA regarding the
for further details).                                                         pre-vacation inspection of my current Service Residence
     I have received the OMPL from Toll Transitions                           I have disconnected my utilities
     confirming my:
                                                                              My home meets DHA’s cleaning standards
           Travel Itinerary details
                                                                              I have been contacted by a DHA Property Consultant
           Temporary Accommodation details                                    regarding a Welcome Visit to my new Service Residence
           Removal Uplift date(s)                                             I have arranged for connection of my utilities in my new
           Removal Delivery and Unpack date(s)                                Service Residence

           Relocation Allowances/Entitlements

     My Relocation schedule has changed, and I have received
     my updated Movement Plan Letter (MPL) from Toll
     Transitions confirming my updated:

           Travel Itinerary details

           Temporary Accommodation details

           Removal Uplift date(s)

           Removal Delivery and Unpack date(s)

           Relocation Allowances/Entitlements



                                                                                                                                          79
Version 4, June 2011

				
DOCUMENT INFO