Scope
| Date: | 7 Jan 2020 - 19 Jan 2021 | |
|---|---|---|
| Updated: | 19 Jan 2021 | |
| Managed: | ||
| Type: | Whole of government |
Range of services
Contract 1008 provides a range of travel and travel-related services, including bookings for the following:
- air travel – domestic and international
- accommodation
- car hire
- rail and ferry
- coach
- charter
- group travel (10 or more travellers)
- visa service.
FCM offers a variety of methods to book travel including an online booking tool, telephone and email.
The contract also provides support via the following:
- assisting with compliance to NSW Government travel policies
- emergency situation assistance
- training.
Key contract features
- a one-stop shop where all elements of a trip can be booked in one transaction
- 100% dedicated Australia-based consultant team
- access to over 1000 contracted accommodation providers, offering better value for money on hotel bookings
- access to discounted domestic and international air fares negotiated for NSW Government travellers
- an online booking tool with a single page view for air, hotel and car hire, improving the overall speed and efficiency of the booking process
- the ability to make changes and cancellations to bookings via the online booking tool (Refer Online booking tool quick reference guide PDF, 386.8 KB)
- enhanced data provided to AMEX for all types of booking ensuring that transactions are easily reconcilable
- tracking and response services for travellers, assisting NSW Government in fulfilling Workplace Health and Safety requirements in the occurrence of a major event or disaster
- quality reporting, including non-compliance with NSW Government travel policies
- strategic advice and assistance for agencies to improve the performance of their travel programs.
Response times
Phone
- answer 95% of calls within 20 seconds
- call back time – 100% within 1 hour
- on hold times: no more than 3 minutes.
24-hour “emergency” service
All calls to be answered within 20 seconds and resolved within a 1 hour period.
Quotes will be confirmed by email
- OBT: immediate
- domestic: no more than 2 hours
- international (up to 4 segments): no more than 6 hours
- international (complex > 4 segments): no more than 24 hours
- emergency situation (including urgent group bookings): within 1 hour.
Itinerary/reservations will be confirmed by email
- OBT: immediate
- domestic: no more than 2 hours
- international (up to 4 segments): no more than 6 hours
- international (complex > 4 segments): no more than 24 hours
- emergency situation (including urgent group bookings): within 1 hour.
Itinerary options to be provided
Domestic: reservations will be confirmed by email:
- 1 to 2 itinerary options to be provided
- options will be 20 minutes pre/post requested travel time
International: reservations will be confirmed by email:
- 3 itinerary options to be provided
- international travel 4 hours pre/post requested travel time.
New profile management
New profile created within 30 minutes from time of receipt - this is applicable to a single profile creation.
Ticket refunds
Refund applications are actioned within 24 hours of receipt
Complaints handling
The TMC will respond within 24 hours of receiving a complaint.
The TMC must endeavour to resolve the complaint within 24 hours of receipt. If the complaint is not resolved within this period, a resolution plan will be agreed with NSWG.
Reporting
All data must be collated and ready for release to NSWG and must be available by the 6th day of each month for the previous month or quarter.
Account establishment/change/closure
The TMC will action any changes or closure to an account within 30 working days. Enquiries may include:
- establish new TMC account
- new / change ABN
- change account hierarchy
- cancel / close account.
Key benefits
Regional support
In addition to the 100% dedicated consultant team, FCM can provide locally based support for NSW Government travellers in regional and remote areas through the following Flight Centre retail offices:
| Location | Address | Contacts |
|---|---|---|
| Armidale | Flight Centre Armidale Phone: 1800 514 701 or 02 6771 5474 | |
| Coffs Harbour | Flight Centre Coffs Harbour Phone: 1800 524 387 or 02 6658 0587 | |
| Dubbo | Flight Centre Dubbo Phone: 1800 526 843 or 02 6881 6108 | |
| Grafton | Flight Centre Grafton Phone: 1800 531 024 or 02 6643 4890 | Sarah Artajelo |
| Newcastle | Flight Centre Newcastle Phone: 1800 541 056 or 02 4927 5633 | |
| Orange | Flight Centre Orange Phone: 1800 541 983 or 02 6363 8922 | |
Port Macquarie | Flight Centre Settlement City Phone: 1800 546 809 or 02 6588 3777 | |
| Tamworth | Flight Centre Tamworth Phone: 1800 549 573 or 02 6755 5900 | |
| Wollongong | Flight Centre Wollongong Phone: 1800 564 820 or 02 4226 1977 |
Insurance
FCM holds the following required insurance:
- public liability insurance
- workers compensation insurance.
Travel insurance and travel assistance
Provision of travel Insurance for NSW Government employees does not form part of this contract.
For any coverage related enquiries please contact Insurance for NSW:
Ph: 02 9216 3327
Email: insurancefornsw@icare.nsw.gov.au
For claims related enquiries please contact:
Gallagher Bassett
Ph: 1300 407 022 or (for overseas: +61 2 9464 7450)
Email: generalclaims@icare-gb.com.au
For any medical emergency assistance whist overseas please contact:
International SOS
Phone 02 9978 6682 (24/7 Sydney Assistance Centre)
Email: sydney@internationalsos.com
Other information
View other travel and related services information, including travel policies.
Eligibility to use contract
Public bodies can purchase from NSW Government contracts under Clause 6 of the Public Works and Procurement Regulation 2019.
How to register as an eligible buyer
To register as a new customer please complete the online registration form.
Once approved, you will be advised of your authorised buyer identification number (NSWBuy number). You will then eligible to use the NSW Government contracts. This process may take up to 8 weeks.
Please email nswbuy@treasury.nsw.gov.au if you have any problems completing your application form or if you wish to check your registration status.
How to manage complaints and disputes
If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.
Buyers: check our complaint management guidelines online.
Suppliers: make your complaint to the agency customer service representative or procurement area agent. If you can't reach resolution, you can escalate your complaint internally to someone more senior in the agency, or directly to the agency head.
If the dispute cannot be resolved by mutual agreement of both parties, you can escalate the complaint to NSW Procurement.
Contact NSW Procurement via our details on this site if you need more advice.