Q1. Do I need to select a.m. or p.m. when entering in my booking time?
A.1 Yes, this is to accurately reflect the time the booking is taking place. You need to select a.m. or p.m. from the drop down box next to time field.

Q2. When I print the maintenance item (MITM) it prints on two pages, how can I change this?
A2. Floor plans are now included to assist our contractors carry out the scope of works.
You can select to print only one page or if you do not require the floor plan, set duplex in the print options open to left for printing double sided.

Q3. I am trying to invoice a MITM but it won't allow me?
A3. This might be because all MITM's must have a booking date entered before they can be invoiced.

Q4. I could see a MITM yesterday, but now it has disappeared?
A4. Once the item has passed the booking date entered, it moves to the invoice page. This item is then ready to invoice unless further appointments are necessary.

Q5. I want to change my password but the system doesn't prompt me, how do I do this?
A5. Anyone receiving their passwords will be prompted when first login in to the system. Alternatively to change your password, simply select my details update password.

Q6. Do I have to attach an invoice?
A6. No.

Q7. I have received a MITM, but it needs to be varied. How do I do this?
A7. If you need to change the MITM, contact DHA Customer Service on 139 DHA (139 342), they can amend the MITM straight away and notify the local HMC when necessary.

Q8. Will DHA send an email notification with details of the address and details for job?
A8. A notification will advise that there has been a change or a new maintenance item sent for the contractor to view through DHA Online Services.

Q9. Do I receive a notice advising me if my quote was either accepted or rejected?
A9. Yes, a notification will be sent to you advising of acceptance or rejection.

Q10. Who do I contact for if I am having trouble with accessing DHA's Online Services?
A10. Contact the maintenance call centre on 139 DHA (139 342).

Q11. Once invoice amounts have been entered, how quickly will I be paid?
A11. Your payment will be processed as per your DHA contract scheduled payment dates.

Q12. What operating system do we need to run DHA Online Services?
A12. DHA Online Services will run on most systems.

Q13. How will I be contacted for emergency works?
A13. A MITM will be sent to you via DHA's Online Services.

Q14. I thought that I had submitted a maintenance item, but I now can't find it?
A14. The MITM may have seen amended or cancelled. You can search for this in 'Contractor Maintenance' or contact 139 DHA (139 342).

Q15. I have an invoice sitting at DHA approval, what does this mean?
A15. This means that your maintenance item was forwarded to the HMC for approval of invoice payment.

Q16. Will all communication be via DHA Online Services?
A16. Yes, all maintenance item’s, quote request and notifications will be sent via DHA Online Services and you can call the maintenance call centre on 139 DHA (139 342).

Q17. When I receive a new maintenance item, will I be sent alerts during the day?
A17. Notifications are only sent at the end of the day except for emergency maintenance items.

Q18. I can’t see the trade type and rates applicable to the MITM. In the past I was able to view this on work orders.
A18. DHA are currently working on reinstating this function onto the MITM.

Q19. Currently booking days include weekends. Are we required to work on weekends?
A19. We will be correcting this shortly to exclude weekends as booking days.

Q20. I can’t find a maintenance item, what do I do?
A20.The search function will let you look for all your quotes, maintenance items and invoices. Just search for the number you are looking for.

Q21. I'm having trouble logging onto the system. Is there anything I can do from my end?
A21. Apart from attempting all of the browser settings, we find that running Firefox can often alleviate any issues that were occuring in Internet Explorer. Firefox is available for downloading from mozilla website.