Answers to frequently asked questions about My Agency
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Q. What is My Agency?
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.
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Q. How do I obtain access to My Agency?
Organisation members are required to register for an eBusiness account by clicking on the Register for eBusiness Portal application access page.
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Q. I have registered for an eBusiness account but have not received a username or password yet. When can I expect this?
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. -
Q. What is the eBusiness Portal?
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
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Q. What access levels are available in My Agency?
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.
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Q. How do I obtain access to My Agency for additional organisations?
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.
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Q. What happens if someone no longer works for my organisation?
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
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Q. How do I log out of My Agency?
To log out of My Agency, simply close your internet browser.
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Q. How do I contact the Funded Agency Channel Helpdesk?
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 on 1300 799 470 and select option 1 then option 5.
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Q. When completing the Service Agreement Compliance Certification, I attach the financial document, but it doesn’t appear on my application.
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.
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Q. How do I obtain access to the Acquittal tab?
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.
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Q. How do I add a new organisation member to the contact list?
Contact the Funded Agency Channel (FAC Helpdesk) on 1300 799 470 (Option 1, Option 5) 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.
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Q. I have made contacts ‘old’ however they still have access to My Agency.
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 eBusiness Support Service
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Q. An error message appears when I click on the Service Agreement Module link.
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.
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Q. Why does the Invoice tab take so long to open?
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.
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Q. I have an eBusiness account, however I need access to My Agency. How do I obtain this?
As an Organisation Authority (OA), you will be required to validate your own and new organisation members eBusiness and Funded Agency Channel applications by clicking on the Grant application access/enterprise user service tab.
Please contact eBusiness on 1300 799 470 (Option 1, Option 4) if you need assistance with approving applications or if you need to reset your password.