Letters to the Editor
Disappointment with DHA's removals

I wish to express my extreme disappointment at the current situation with the DHA handling of the postings removals for thousands of Defence personnel throughout Australia.

Imagine fronting your soldiers and telling them we do not know where we will sleep tonight while their furniture and effects are driven away in a removalists container. Then tell them, as well, that their allowances might not be there and we will have to make do for food and fuel until payday. I am disgusted to learn that a soldier was told to commence his travel and he would be informed en route of booking details for interstate travel to Tasmania.

I cringe at what impressions of the ADF a civilian has when they receive, at the booking desk of a hotel, a steady stream of short-notice (and I mean very short) booking requests for accommodation for families. Likewise airline staff.

I note with some small pleasure, a letter written by Ken Moore from HSD dated December 5 last year stating some of the measures to rectify these problems and I quote:

"DHA has changed its management structure and processes to overcome problems with the removals function including:

Appointment of a new manager of the National Service Support Centre (NSSC);

Process teams to have direct access to and from regional DHA offices to hasten responses to members' enquiries."

It would seem to be a case of closing the door after the horse has bolted but better than nothing being done at all. I distinctly recall being encouraged at the DHA briefing, given here in July last year, to submit our applications for removal as early as possible to ensure a speedy and hassle-free process.

And people wonder at the retention rates in the ADF.

Sgt A. Gehrig
LANGS
West Perth

Paul Taylor, General Manager Services, DHA, replies:

DHA apologies for any inconvenience caused to Defence members and their families during the current peak posting cycle.

As you are aware, from July 1 [last] year DHA assumed responsibility for the processing of travel and accommodation bookings for Defence personnel on posting, together with the calculation and payment of associated entitlements.

DHA acknowledges that during November and December - the busiest period of the posting cycle - they have encountered significant difficulties in meeting the relocation requirements of all Defence members in a timely fashion.

Problems have emerged because of a number of factors. New computer systems that were planned to provide state-of-the-art technology support for the relocations process were not delivered. In addition, the workload involved with a peak posting cycle was under-estimated.

DHA is working to overcome these problems as quickly as possible. All travel and accommodation bookings for members moving before December 31 are now being paid their entitlements at least three days before uplift. To ensure members and their families' relocations proceed as smoothly as possible, DHA has introduced special emergency and contingency arrangements.

Emergency payment arrangements have been set up to ensure late payments can be electronically transferred to bank accounts in less than 24 hours; and DHA's regional offices (HMCs) have been issued with chequebooks as a means of providing immediate payments to Defence members, should this be necessary.

Should members be in the position of requiring emergency payments, they should contact their regional HMC and ask to speak to the operations manager.

DHA has also introduced an emergency hotline - 1800 626 698 - to provide a 24-hour responsive service in the event of Defence members or their families encountering extreme difficulties during the holiday period.

Emergency situations include breakdown of vehicle while the family is in transit or arriving at a destination and finding booked accommodation is not available. DHA will also assist with issues such as loss or theft of money or documentation.

The emergency hotline number is currently available between 8am and 8pm Monday to Friday. It will move to a 24-hour operation from December 22.

Defence personnel and families wishing to enquire about the current status of their move can contact their local Housing Management Centre (HMC) or DHA's Customer Service Line on 1800 249 711.

Further information (if required)