Travel Management Services Contract

Our contracted travel management company (TMC) must meet service level obligations for response times when it comes to customer service queries and requests.

Phone response times for all customer calls

• answering customer calls: 95% of customer calls will be answered within 20 seconds
• call back: 100% of callbacks will occur within 1 hour of a customer call
• on hold: customers who call will be on hold for no more than 3 minutes.

Email response times for travel quotes, itineraries, and reservations

Our contracted TMC will confirm all travel quotes, itineraries, and reservations by email.

Confirmation times are listed below:

• online bookings: immediate
• domestic bookings: within 2 hours
• international bookings (4 segments or less): within 6 hours
• international bookings (more than 4 segments): within 24 hours
• emergency bookings (including urgent group bookings): within 1 hour

24-hour emergency service

• answering: 100% of customer calls will be answered within 20 seconds
• resolution: 100% of customer calls will be resolved within 1 hour.

Note: out-of-hours calls are for emergencies only.

There are additional fees for contacting our TMC outside of business hours. We encourage you to make your bookings and queries during business hours wherever possible.

Our contracted travel management company (TMC) must meet service level obligations for responding to requests for travel and refunds.

For domestic travel, the TMC will:

• provide 1 to 2 itinerary options
• within a 20-minute window of the requested travel time (that is, the time you requested to travel).

For international travel, the TMC will:

• provide 3 itinerary options
• within a 4-hour window of the requested travel time (that is, the time you requested to travel).

For refund applications, the TMC will:

• action all refund applications within 24 hours of the time they received the request.

Our contracted travel management company (TMC) must meet service level obligations for profile and account management.

For new profile requests (single profiles only), the TMC will:

• create new (single) profiles within 30 minutes of the time they receive the request.

For account changes and closures, the TMC will:

• action all account changes and closures within 30 working days of the date they receive the request.

Note that changes and closures include:

• adding or updating an ABN
• changing the account hierarchy
• cancelling or closing the account.

As per the service level obligations, our contracted travel management company (TMC) must collate all data and make it available to customers by the 6th day of each month for the previous month or quarter.

For more about price matching, holding flights and lounge membership, visit the Travel category page.

The online booking system is available to all NSW Government agencies via the contracted travel management company's (TMC) online hub.  You can find the link on the List of suppliers tab on this page.

If you don't have an online account, or you don't know your login details, contact your cluster representative. You can also contact the NSW Procurement Service Centre using our details on this page.

The online booking system provides a single view of all your travel arrangements and lets you change or cancel your bookings.

The system will automatically send regular reports on your transaction data, so you can reconcile your travel expenses. Importantly, it also identifies non-compliance with NSW Government travel policies.

Read more about the NSW Government Travel and Transport Policy.