Home' Army News : April 14th 2011 Contents * Fares are cruise only (including all main meals, taxes and government charges-subject to change, entertainment, port charges)
per person in AUD, in complete 4 berth or twin cabin as specified above. # Obstructed outside cabin has ocean views that may
be obstructed. For domestic cruises there will be a GST charge. Valid for new bookings only. P&O and Defence Escapes have
set aside a limited number of cabins at these discounted rate s. Once these cabins are sold, fares will revert to higher or full
fares. For further information on these conditions call 02 49261148. # Onboard credits vary from $50 to $200, determined by
cruise length & only applicable for serving ADF members. Service or PM keys numbers are required for each cabin booking.
Special Rates for our Defence Forces
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for ADF (ex & serving), defence contractors, APS, family & friends
CREDIT up to
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W117 BNE 21/05/2011
N118 BNE 08/05/2011
W121 BNE 18/06/2011
P133 SYD 28/12/2011
J201 SYD 28/12/2011
NEW YEARS EVE
N220 BNE 13/05/2012 WHITSUNDAY FOOD & WINE
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Army April 14, 2011
LIKE a large number of Defence
members I was posted at the end
of last year. As a part of this post-
ing I undertook a removal from
Melbourne to Darwin through the
Toll Transitions process, which is
required by Defence personnel.
Aside from the administrative
problems I encountered with the
Toll website, I was astounded to
find that the boat and car that I had
removed by Defence through Toll
had no cover for loss or damage
between pick up and delivery.
These items together are very
expensive, would not be able to be
replaced at my own cost and would
significantly hinder the movement
of my family should one of them be
damaged beyond repair.
Upon querying this issue with
Toll, I was advised that it was
Defence policy and it was my
responsibility to obtain insurance
coverage for the removal period.
I felt comforted somewhat upon
being advised that I would be cov-
ered during this time after contact-
ing my insurance companies.
Although it is in Pacman 6.5.6,
No Compensation for Certain
Items, I feel there is likely to be a
large number of personnel within
Defence, Army in particular, who
are not aware of this policy.
I also wonder how many per-
sonnel carried out a recent removal
of transportable items without the
necessary cover, if any, from their
own insurance companies.
WO2 Pail McKay
BCSS Cell -- Darwin
I WOULD like to congratulate Defence for
having Toll Transitions taking care of removals.
It has given me a totally different appreciation
of the support provided previously by DHA.
Compared to the poor (read pathetic) support
provided by Toll, DHA were stars!
Non-existant customer service, abusing my
wife, the inability of the case manager to respond
to emails or phone calls, the inability to be pro-
active, a computer system that would not work
properly (and blaming the DRN when it was not
working at home), the list goes on.
We were constantly told it was all "teething
problems". If they were not prepared to carry out
the work required to the standard required, why
did they go for the contract and more importantly,
why did they receive the contract?
WO2 David Harvey
Alan McClelland, Director Relocations and Housing,
Defence Support Operations responds:
TOLL Transitions acknowledges and regrets
there have been performance issues with ser-
vice delivery leading up to and during the peak
posting cycle and apologises to WO2 Harvey
and any other serving member for any incon-
venience or distress caused.
Toll Transitions has rolled out significant
enhancements to its website since being awarded
the contract for relocations services. Toll has
learnt significant lessons from the last posting
period and is implementing additional functional-
ity to improve system stability and performance.
One of the key lessons learnt during this post-
ing cycle is the need to be more proactive and to
improve the level and quality of communication
between case managers and Defence members.
the Toll for
Alan McClelland, Director Relocations
and Housing, Defence Support
ON THE question of the Defence
policy, Defence does not provide
compensation for loss or dam-
age to vehicles and towable items
during relocation. These items
are not household furniture and
effects and there is an expectation
that they would be insured sepa-
rately by the member.
Members, for example, will
generally take out insurance on
their registered vehicles. As a
result, while the Commonwealth
may pay to relocate vehicles and
towable items to a new posting
location, it does not compensate for
loss or damage to these items.
It is the responsibility of mem-
bers to check that their insurance
adequately covers them.
Information on this policy is
covered in a number of documents
that are provided to members when
undertaking relocations. Section 3,
page 17 of The Defence Relocation
Guide titled "Removal of Motor
Vehicles" explains that vehicles
being transported are not covered
for insurance and the member
needs to make their own arrange-
ments. This is further reinforced
on page 28 on Warranty, headed
"What is not covered".
In addition, Part H of the
Application For Relocation also
reiterates that Commonwealth
indemnity does not apply to vehi-
The new contract with Toll
Transitions requires an increased
presence at the removal uplift and
delivery to provide greater supervi-
sion of the contractors and manage-
ment of their performance. In addi-
tion, Toll Transitions has in place
a process to appoint a carrier to its
panel of suppliers. Once appointed,
Toll monitors their performance
and immediately suspends from
the panel any carrier whose perfor-
mance is below standard.
WO2 McKay's letter does
highlight the need to increase
the awareness of this policy with
members. We will look to include
information on this topic in future
articles leading up to the next peak
Cars should be covered
Removal risk: Should insurance for towable items such as cars and boats be covered by Defence
during removals or is it a member's responsibility?
Photo by LAC Aaron Curran
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