Online Services

Please refer to the Online Services Terms and conditions regarding usage.

DHA Online Services provides Defence members and their families with self-service access to manage their housing needs. Defence civilians can also request access to Online Services.

To request access, call DHA on 139 342. 

Your Online Services username and password is your electronic signature with DHA and must not be shared with anyone else (Terms and conditions).

Therefore, depending on your circumstances, you may wish to authorise one or more of the following:

  • Contact DHA by phone/email: Authorise your recognised partner to contact DHA on your behalf (Go to ‘My Profile’).
  • Online Services: Authorise access to Online Services by appointing them as your Delegate and/or your Agent (Go to ‘My Profile’ > Manage Delegates or Manage Agents).

A Delegate can perform all functions which relate to you as a Defence member in Online Services.

An Agent can attend a scheduled inspection at your property, allow access in an emergency and accept all aspects with return/acceptance of the property to DHA. 

Your Delegate and/or Agent will be able to access Online Services with their own username, password and multi-factor authentication.

Note: you must attend the welcome visit for a DHA managed property. Your Delegate and/Agent cannot attend a welcome visit on your behalf.

Appointing a delegate

You can arrange delegate access to your Online Services account for another person. This could be your partner or another chosen representative. A delegate can perform all functions in Online Services which relate to you as a Defence member.

What can a delegate do?

Your delegate will be authorised to perform the following tasks in Online Services on your behalf, for example:

  • Current Housing Solution related actions (e.g., view and select available Service Residences)
  • Modify postal address and contact details
  • Rental Allowance related actions (e.g., Apply for Rental Allowance, complete Rental Allowance Reviews, apply for Rental Allowance Advances)
  • Apply for LIA.

Delegates cannot:

  • Appoint other delegates and/or Agents on your behalf
  • Attend inspections unless also nominated as an Agent
  • Attend a Welcome visit for a DHA managed property.

Please note, a delegate does not have the authority to attend an inspection on behalf of a Defence member unless they are also appointed as an agent. If you would like to appoint an agent in your Online Services account, refer to the 'How do I appoint an agent to act on my behalf?' FAQ in the drop down directly below.

How to appoint a delegate

You can appoint a delegate through Online Services:

  • Go to 'My Account', 'My Profile' and then 'Manage Delegates'
  • Follow the prompts to enter the relevant contact details* and confirm that you accept the terms
  • Select ‘Create Delegation’
  • Your delegate will receive an email invitation that requires their action before the invitation expires (i.e. to accept or reject)
  • You will receive an email when your delegate actions the invitation of the invitation expires.

*You may be asked to enter a confirmation key which can be your chosen mix of numbers and/or letters (e.g., 1234). You will need to provide the confirmation key to your nominated delegate for them to use when accepting your request, noting it is case sensitive.

How will I know if my request has been accepted or rejected?

You will get an email notification when the delegate request is accepted, rejected or the invitation expires.

If accepted, the delegate will have their own username and password to log in to Online Services. They will also be promoted to set up their own MFA.

Can I remove my appointed delegate?

Yes, you can remove your appointed delegate at any time in Online Services.

If you are unable to attend a scheduled inspection at a DHA managed property (i.e. Service Residence or Members Choice Accommodation) you may appoint an agent to attend on your behalf. This could be your partner or another chosen representative.

An appointed agent cannot attend a welcome visit on your behalf. If you are unable to attend your welcome visit you can:

  • Raise an enquiry via Online Services, or
  • If your face-to-face welcome visit is within the next 72 hours, you will need to contact us on 139 342.

More information on welcome visits, including self service options can be found under ‘Occupant Resources’ > ‘Moving In’ > ‘Welcome visit’

What can an Agent do?

Your appointed agent can:

  • Accept full responsibility for standard carpet cleaning expenses and any non-fair wear-and-tear items identified
  • Accept actual or potential cost details as explained on the signed Inspection Condition Report (ICR)
  • Accept all aspects associated with return/acceptance of the property to Defence Housing Australia
  • Allow access to the property in the event of an emergency when the tenant is unavailable.

Agents cannot:

  • Perform any other functions in Online Services which relate to you as a Defence member unless they have also been appointed as a delegate.
  • Attend a welcome visit for a DHA managed property. 

How to appoint an agent

You can appoint an agent through Online Services.

  • Go to 'My Account', 'My Profile' and then 'Manage Agents'
  • Follow the prompts to enter the relevant contact details* and confirm that you accept the terms
  •  Select ‘Appoint as Agent’
  • Your agent will receive an email invitation that requires their action (i.e. accept or reject in Online Services) before the invitation expires
  • You will receive an email when your delegate actions the invitation or the invitation expires.

*You may be asked to enter a confirmation key, which can be your chosen mix of numbers and letters (e.g., 1234). You will need to provide the confirmation key to your nominated agent for them to use when accepting your request, noting it is case sensitive.

How will I know if it’s been accepted or rejected?

You will get an email notification when the agent request is accepted, rejected or the invitation expires.

If accepted, the appointed agent will have their own username and password to log in to Online Services. They will also be prompted to set up their own MFA.

What can my appointed agent see in Online Services?

The appointed agent will only see the below if they have been added as an attendee to any inspections (future and past inspection dates):

  • Tenant 
  • Inspection Reason
  • Inspection Date and Time 
  • Property Address
  • Completed inspections.

Can I remove my appointed agent?

Yes, you can remove your appointed agent at any time in Online Services.

  • Go to 'My Account', 'My Profile' and then 'Manage Agents'
  • Select the bin icon and follow the prompts.

To view the instructions on how to set up Multi-factor authentication (MFA), please download the relevant user guide or watch the instructional videos:

Setting up MFA with multiple tools (PDF 796 KB)
Setting up MFA via email (PDF 634 KB)
Setting up MFA via a mobile phone (PDF 600 KB)
Setting up MFA via an authenticator app (PDF 779 KB)


Yes, you can set up a maximum of 1 email address, 1 mobile phone and 1 authenticator app for multi-factor authentication. You will then be able to choose the option that best suits you when you log in to Online Services.  

To set up, go to ‘My Account’ > ‘Multifactor Authentication’. 

For further information, refer to our Multi-factor authentication setup content.