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.