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Service Levels

Our aim is to provide you with excellent customer service at all times. To do this, we’d like to share our service levels with you. Whether you’re contacting us by phone or email or processing your financial related work, you’ll find all the information you need to help us achieve that aim.

Our Hours

8.30am – 5pm, Monday to Friday.

An all-depts email will be sent out advising of any office or division closure.

Our Response Times

Your emails will be acknowledged within one business day of receipt.

Your voicemail messages will be acknowledged within one business day of receipt.

Our Processing Times

The timeframes listed below apply to authorised, complete and correct documentation received by FSD.

Accounts Payable

Your ItemsFSD ProcessingFSD Timeframe
Accounts Payable DocumentsPosting of Accepted DocumentsWithin One Business Day
Application for new Creditor AccountsNew Creditor Accounts created in Finance OneWithin One Business Day
New and replacement Purchasing CardsIssuing of CardsWithin Five Business Days


Revenue Management

Your ItemsFSD ProcessingFSD Timeframe
Accounts Receivable DocumentsPosting of Accepted DocumentsWithin One Business Day
Application for new Debtor AccountsNew Debtor Accounts created in Finance OneWithin One Business Day
Departmental BankingsRecorded by the Cashiers OfficeWithin One Business Day


Data Management Unit

Your ItemsFSD ProcessingFSD Timeframe
Application to open new Cost / Activity CentresCreated within Finance OneWithin One Business Day
Service Division or Department Import JournalsUploaded into Finance OneWithin One Business Day
New or Revised Financial Delegation Signing Authority (DSA) FormsScanned into DSA DatabaseWithin One Business Day
Applications for New or Revised Finance One User AccessAccess created or revised within Finance OneWithin One Business Day
Accounts Payable Invoices/Credit NotesScanned into Finance OneWithin Two Business Days

Assets and Insurance

Your ItemsFSD ProcessingFSD Timeframe
Disposal and Transfer of Asset FormsEntered on the Assets RegisterWithin Five Business Days

Financial Accounting

Your ItemsFSD ProcessingFSD Timeframe
User Created JournalsPosting of Accepting DocumentsWithin One Business Day

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