The Over the Counter Services CUA offers you a range of custom-built transactions, to be such as in-person bill payments at the Post Office and timed transactions, for example licenses and checks.
This CUA has three categories, delivered by Australia Post:
- Category A - Over the Counter Invoice Payment Services (mandatory) and Optional Cash Disbursements (non-mandatory)
Category B - Over the Counter Services - Timed Transactions
Category C - Optional Ancillary Services (non-mandatory)
For State agencies, the following services under this CUA are:
1. Mandatory in the Perth metropolitan area:
- Category A: Over the Counter Invoice Payment Services
- Category B: Timed Transactions
2. Non-mandatory in the Perth metropolitan area:
- Category A: Optional Cash Disbursements
- Category C: Ancillary Services
3. Non-mandatory in the regions:
- Category A, B, C.
Where the CUA is non-mandatory for any services, you may:
- Purchase under the applicable CUA from a CUA contractor; or
- Exercise your discretion to purchase outside the CUA, and purchase in accordance with Western Australian Procurement Rules and Buy Local policy.
Before you buy, also check that your purchase falls within your organisation's procurement policies.
In accordance with Western Australian Procurement Rules, you can buy outside of this CUA and directly source from an Australian Disability Enterprise (ADE) or Aboriginal Business
Applicable General Conditions of Contract
The General Conditions of Contract (December 2016) apply to this arrangement.
What's on offer?
Show moreCategory A: Over the counter invoice payment services
This category includes services associated with the collection and processing of in-person payments of invoices or notices. These services are performed by Australia Post, on behalf of the client government agency (the Customer), and take place:
- at Australia Post
- during business hours
- in the form of cash, cheque, money order, credit card or EFTPOS.
Australia Post forwards the funds and payment details to the Customer according to the pre-agreed arrangements (usually on the following business day).
This might include:
- Checking of invoices by scanning the barcode to ensure the correct amount is received from the patron
- Confirming correct payment amount with the patron if the invoices contain multiple payment options (e.g. three, six or twelve months renewals)
- Accepting payments on behalf of the Customer for invoices by cash, cheque, debit card and a wide range of credit cards
- Processing of small volumes of invoices that do not have a barcode
- Ability to accept or reject partial payments, late payments and certain payment methods
- Imposition of surcharges to the patron for merchant services
- Issuance of a receipt to the patron
- Forwarding the invoice stubs and daily transaction log to the Customer’s nominated address in the first available mail after the close of business
- Electronically recording the relevant reference number on the invoice, amount paid and provide to the Customer a breakdown of monies
- Notifying the Customer of cheque dishonours.
Optional Category A services
- Cash Disbursements – This service allows Australia Post to disburse money to the public on behalf of government. For more information regarding this service please contact the contract manager.
- Please note, as of 01 March 2024 this service will no longer be available.
Category B: Over the counter services - timed transactions (mandatory)
Services in this category support patrons coming in store for the more complex transactions that require more than just payment. This might include:
- Collection and processing of patron information, such as application forms
- Data transfers for the information collected
- In-person identity verification
- Photo and signature capture
- Manual data entry requirements.
This category allows the flexibility to customise the level of Australia Post’s involvement to complete a transaction over the counter.
As the rigour and complexity of services in this category vary from one transaction to another, Australia Post and the Customer agree on a fixed transaction rate based on the time required to complete the transaction. This is determined during the establishment of a Customer Contract using the Order Form.
Category C: Optional ancillary services
This category has been designed to support the services required by Customers in Category A and Category B. It cannot be used as a standalone category and must be used with services in either Category A and/or Category B of this CUA.
Services include:
- Application form display and storage at Australia Post locations
- Printing of application forms
- Processing or scanning of application forms and/or transaction stubs collected
- Application form design and development.
Out of scope activity
Show moreOnline only transactions (start online: finish online, or “SOFO” transactions) are not provided through this CUA.
Buying rules
Show moreTo keep in mind before you buy
Category A (excluding cash disbursements) and Category B of the CUA are mandatory for State agencies located in the Perth Metropolitan Area.
Category C is optional and is only to be used in conjunction with Category A or Category B. Category C is not to be used as a stand-alone service.
This CUA is also accessible to other approved CUA users. Australia Post is to identify whether a customer is an approved CUA user and that the CUA rates apply.
Regional State agencies that choose not to purchase through the CUA must comply with the Western Australian Procurement Rules in securing services.
Approved CUA users will be required to complete a service request form and apply to the contractor to utilise the service.
Additional services not defined and priced in the contract will require approval from Government Procurement.
Customers and the Contractor must comply with the buying procedure in the How to Buy section.
Other policy requirements
Show moreState agencies should be aware of the following requirements under Western Australian Procurement Rules as they apply to purchases from this CUA. The below table is a summary of the requirements, and State agencies are encouraged to review the WA Procurement Rules.
Procurement planning
| Requirement | WA Procurement Rules |
|---|---|
| Buyers must prepare a procurement plan and submit it to the State Tenders Review Committee. | No, when purchasing from this CUA. |
| Buyers must involve Finance. | No, buyers do not need to involve Finance when purchasing from this CUA (WA Procurement Rule C1). |
| Buyers must obtain approval from an authorised officer of Finance to purchase through an alternative arrangement to this CUA. |
Yes, for all values and delivery locations where the purchase of goods and / or services under the CUA are mandatory (WA Procurement Rule C2.2). Please note that State agencies are not required to request advice or approval from Finance, regardless of value, to purchase from an ADE or an Aboriginal Business (WA Procurement Rule C2.2). |
Request development and contract formation
| Requirement | WA Procurement Rules |
|---|---|
| Buyers must prepare an evaluation report. | No, when purchasing from this CUA. |
| Buyers must submit an evaluation report to the State Tender Review Committee. | No, when purchasing from this CUA. |
| Buyers must publish details of their contract on Tenders WA. | No, when purchasing from this CUA (WA Procurement Rule D8.1(3)). |
| Buyers must record the contract on the agency’s contract register, as instructed within the buying agency’s financial management manual. | Yes, for all contracts valued at $50,000 or more (WA Procurement Rule F5), unless alternative arrangements have been approved under WA Procurement Rule F5(6). |
Contract management
| Requirement | WA Procurement Rules |
|---|---|
| Buyers must prepare a contract management plan | Contract management or project management plans must be developed for all contracts with a total estimated value of $5 million and above (WA Procurement Rule E1(1)), unless exempted under WA Procurement Rule E1(2). |
| Buyers must publish details of contract variations on Tenders WA. | No, when purchasing from this CUA. |
| Buyers must seek advice from Finance on variations. | No, State agencies do not need to seek advice from Finance on variations. |
Exemptions from using this CUA
Procurement Frameworks are responsible for processing and approving all requests from State agencies seeking exemption from using a mandatory CUA. Requests for an exemption are considered on a case-by-case basis, and a requesting agency must be able to demonstrate that a business need cannot be adequately met by the relevant CUA.
Exemption requests should be directed to the Assistant Director Procurement Frameworks through an email to the contract manager in the first instance. Requests for exemption must be in writing via email, and must provide sufficient explanation and background to enable the request to be considered. The requesting officer should be the Accountable Authority or delegate of the agency.
For guidelines on what to include in an exemption request, please refer to the Common Use Arrangements Procurement Practice Guideline
Sustainability
Show moreHow does this CUA impact on people and the planet?
Australia Post is committed to managing its environmental impact in a way that reduces its carbon emissions and its impact on climate change.
Australia Post has embraced the United Nations’ Sustainable Development Goals by using them to underpin its corporate responsibility strategy. These 17 goals provide a blueprint to put the world on a sustainable path to 2030 and address economic, social and environmental challenges.
Australia Post complies with the Federal Government's National Greenhouse and Energy Reporting Act 2007, which requires signatories to report on electricity, natural gas and fuel consumption.
Australia Post uses its network of touch points into Australian businesses and communities to collect and return items that would otherwise go to landfill, with a target to responsibly divert 100,000 tonnes of material from landfill by 2020.
Australia Post has long-term partnerships in place with Planet Ark and MobileMuster, enabling the return of 179,326 printer cartridges and 103,962 mobile phones and accessories since inception.
Who supplies what?
Show moreAustralia Post is the sole supplier under this arrangement.
What will it cost?
Show morePricing
The cost will vary depending on the combination of categories and/or services. For the price schedule, please contact the contract manager.
Payment by purchasing card
The Government Purchasing Card offers a quick and convenient method of payment allowing many goods and services to be efficiently purchased.
Always remember to inform the supplier that you will be paying by Government Purchasing Card, at the time of ordering the product or service, and ensure they clearly understand that they must send the tax invoice directly to you, the cardholder.
Making the most of this contract
Show moreBuying tips
- As part of your customer contract, develop a service level agreement with relevant KPIs.
- Review your service specifications. Savings can be generated for your agency through reviewing your printing costs, development costs and timed transaction costs. Australia Post will work with you to maximise efficiencies.
- Compare which option - hardcopies or electronic copies of applications - is more cost effective for your agency.
- If you are planning to have multiple forms for your agency then consider using a template approach for standardised text fields (e.g. name, address, contact details fields).
- Do you require ownership of Intellectual Property created though the CUA? If so, you must specify this in the Order Form. To understand the ramifications of each option please discuss with your in-house counsel or the State Solicitor's Office.
- You should consider costs to your agency during the 'transition in' period for any new transaction services you require and how you will pay for these (e.g. amortised or up front). Please note that if a new transaction is terminated before the three-year amortisation term concludes then 'transition out' costs to your agency may be payable - which could be costly. Please ensure you discuss these costs with Australia Post during the Order Form process (and request a copy of Australia Post's amortisation formula if required).
- Workforce Verification Services involves departures from the Head Agreement. To understand the ramifications of each departure please discuss with your in-house counsel, the State Solicitor's Office or Insurance Commission of WA. You may be required to complete additional activities (such as a risk assessment) prior to agreeing to changes to liability.
How do I buy?
Show moreStep 1
Complete the Order Form and send it to Australia Post.
Step 2
The contractor completes Part B of the Order Form or the detailed quotation provided by the customer and returns this to the customer.
For the most up-to-date Price Schedule, please contact the contract manager.
Step 3
The customer and the contractor confirm acceptance and complete PART C.
The customer must forward the completed form (including any attachments) to the contract manager.
Any changes to an established customer contract will be achieved through a Change Order Form. All accepted change order forms must be sent to the Contract Manager. Refer to 'Changing or modifying my Over the Counter Service' for further information.
After I buy
Show moreChanging or modifying my Over the Counter Service
Any changes to an established Customer Contract require a Change Order Form.
Complete Part A and send it to Australia Post.
The Contractor completes Part B and returns this to you. For the Price Schedule, please contact the contract manager. The Customer and Contractor complete Part C.
All accepted change order forms must be sent to the Contract Manager.
You may be eligible for complimentary hours for customisation or modification of existing IT systems. You may also be eligible for complimentary minor modifications subject to CUA terms and conditions.
Contact Australia Post for more information.
Change or modification lead times
The length of time any change or modification request can take will vary depending on the complexity of the change.
A major IT change can take up to 3 months from change submission through to go-live. An example of a major IT change is restructuring a transaction to suit business requirements.
A minor IT change can take up to 14 days from change submission through to go-live. Some examples of minor IT changes are a fee change or a departmental name change.
Contact Australia Post for more information
Active contract management pays off
- Check your invoices and compare them with your customer contract to ensure the correct prices are being applied. For the most up-to-date Price Schedule, please contact the contract manager.
- As part of your customer contract, develop a service level agreement with relevant KPIs – and keep track of performance against these KPIs
- If you are transitioning out of the CUA, make sure that any Intellectual Property ownership issues are resolved with Australia Post.
- Check that IT changes have adequate lead time to meet business requirements. Contact Australia Post to obtain a detailed quote and relevant scheduling information.
