I am writing to directly - and publicly - address the problems encountered by DHA in organising the relocations of ADF members and their families during the recent peak posting cycle.

These problems occurred because we experienced a number of unexpected difficulties with our administrative procedures and IT systems. Unfortunately, some families were seriously inconvenienced as a result of delays in the processing of relocations, causing unnecessary anxiety to the stressful experience of relocating.

I wish to sincerely apologise to those ADF members and their families who suffered any unnecessary disruption during their moves.

When the difficulties became apparent, we took immediate action to improve our relocation management procedures. This included the recruitment of additional administrative support and a commitment by DHA senior managers and staff to work evenings and weekends until the backlog in processing relocations arrangements and payments was overcome.

I am pleased to report that these efforts have produced good results. Consistent with our commitment to the Department of Defence, itinerary arrangements are now being finalised at least 28 days in advance of uplift and allowances are being paid at least three days prior to uplift. We expect to continue to meet these performance standards - and improve them where possible - except in cases where we have insufficient notice of a relocation requirement. Even when we receive limited notice, we intend to lift our game.

Importantly, DHA has commissioned an independent review of its relocation processes. We will identify every single factor that may have contributed to the problems experienced in the last three months and, then, take the necessary remedial action to ensure those problems are not repeated. The review will also help guide the introduction of new technology, procedural and administrative systems by DHA, specifically designed to improve the efficiency of the relocations process and deliver the best possible service to ADF members and their families.

It is important that we state, for the record, that during the period we were contending with the processing backlog, some of DHA's normal practices - such as providing a full explanation of how allowances are calculated - were not always satisfactorily undertaken.

Please be assured that DHA's policy is to reimburse any valid additional costs attributable to delays caused by the Authority. Accordingly, if any member wishes to make a claim - or requires further information on the calculation of allowances - I encourage them to contact the staff at their local DHA Housing Management Centre. We will ensure your request is processed immediately.

Members and their families relocated during the peak posting cycle will now be in their new homes.

If you are experiencing difficulties settling into your new locality, please feel free to call upon your local DHA Housing Management Centre for assistance or advice. Alternatively, you can contact the local office of the Defence Community Organisation, or the National Consultative Group for Service Families.

My staff and I look forward to assisting all ADF members and their families with their future housing requirements.

By LEUT Fenn Kemp