Frequently Asked Questions (FAQs)

My Agency is the secure area of the Funded Agency Channel website. It is only accessible to registered users. It provides users with quick and easy access to organisation information specific to service agreements with the Department of Health and Human Services, and/or the Department of Education and Training.

Organisation members are required to register for an eBusiness account by clicking on the Register for eBusiness Portal application access page.

The Funded Agency Channel (FAC) Helpdesk cannot assist with login issues. Enquiries about username or password should be directed to the eBusiness Support Service. For general enquiries about the Funded Agency Channel or My Agency, contact the FAC Helpdesk via fac@dffh.vic.gov.au.

If you have registered for an eBusiness account, your organisation authority (OA) must approve the application within 2 days. Failure to do so will result in an expired application.
Organisation members must contact eBusiness Support on 1300 799 470 (Option 1, then Option 4) prior to registering for an account if a new OA needs to be appointed.

DHHS staff: use of the eBusiness Portal is not required. You access My Agency directly, using single sign on. Once you have accessed My Agency you can add it to your favourites.

Non-DHHS-staff: the eBusiness portal is the secure gateway through which you can access a number of applications, including My Agency. You will need an eBusiness username and password to login. To register for My Agency or to login, visit the eBusiness Portal

There is only one level of access available in My Agency which allows users to view funding and payment details, data collection requirements and service standards and guidelines.

Organisation members should email the Funded Agency Channel (FAC Helpdesk) and request additional access for any extra organisations. Name of current and new organisation name need to be included.   

It is an organisation’s responsibility to ensure previous employees no longer have access to the organisation’s secure information. To terminate a previous employee's access, email the Funded Agency Channel Helpdesk at fac@dffh.vic.gov.au.

To log out of My Agency, simply close your internet browser.

The financial documentation should be attached in the Compliance tab. If you are attaching in the Contacts tab, the attachment will not upload successfully. For further information on how to attach the financial documentation, refer to How to complete your SACC in SAM.

Organisation members should refer to the Access Controller, located in the Contacts tab of the Service Agreement Module (SAM). This will enable the performance access permission. You must log out and back into SAM or eBusiness for the change to be applied. 

Contact the Funded Agency Channel (FAC) Helpdesk via fac@dffh.vic.gov.au. to have any new members added to your contact organisation contact list. The FAC Helpdesk will also add any new eBusiness users to the contact list when applications are processed.

When you make a contact ‘old’ you do not permanently delete the user’s access to My Agency. All requests to remove access for a user should be sent directly to the Funded Agency Channel (FAC) Helpdesk via fac@dffh.vic.gov.au.

If you are using the Google Chrome browser, switching to Microsoft Internet Explorer may resolve this. If this doesn’t help, clear your browser cache. Select the Ctrl-Shift-Delete on your keyboard, this will open a ‘Delete Browsing History’ or ‘Clear Browsing Data’ depending on your browser. Select ‘Delete’ or ‘Clear Data’. The problem should be resolved.