Contacts and SLAs

Our dedication lies in delivering streamlined and impactful procurement solutions that align with the University's mission and goals. For clarity and cohesive teamwork, we've defined our Service Level Agreements (SLAs) and provided contact details for all procurement-centric tasks. Please note, all time estimations are given considering standard business days.

• Accounts Payable

  First Response to Queries	1 Day
  Entry of invoice upon receipt from supplier	1 Day
  Onforwarding of invoice to business for processing	1 Day
  Matching of invoice to PO receipt after receiving details from business	1 Day
  Allocation of codes for non-order invoices after receiving details from business	2 Days
  Payment of matched and approved invoices	Last Wednesday of invoice terms (for invoices received and processed within payment terms) First Wednesday post business processing (for invoices received and processed outside of payment terms)
  Reimbursements	Within 10 days of approved claim
  Cash advance	Within 10 days of approved request

  Factors leading to extended timeframes:

  • Invoice goods/services requestor is unknown
  • Purchase order requires amendment to receipt
  • Incorrect coding information supplied or does not comply with combination rules
  • Invoices from suppliers not in Peoplesoft
  • Incomplete or inaccurate documentation supplied
  • Non-order invoices over $50K without accompanying completed approval memo

  Escalation Points

  Initial	Saada Bou Merhi, Accounts Payable Coordinator
  Unsolved in 5 days	Kara Kinninmont, A/Strategic Procurement Manager
  Unresolved in 10 days	Sindiso Tshuma, Director, Financial Compliance & Operations

• Procurement

  First Response to Queries	1 Day
  New suppliers requests	Onboarding form sent to supplier within 1 Day Entry into Peoplesoft within 3 Days of supplier completing onboarding form.
  Requisition approvals	Category Lead approval (requisitions over $5K); within 1 Day Buyer approval within 1 Day
  Dispatch of Purchase Orders	Within 1 Day of approved requisition
  Amendment requests	Within 1 Day of request received (amendments are then subject to delegate approvals)
  Office Stationary System Access	Within 2 Days of approved request
  Flexipurchase System Access (not including credit card issuing)	Within 1 Day of approved request
  Credit Card Issuing	Request for Credit Card forwarded to CFO for approval within 1 Day of receiving. Card ordered within 1 Day of receiving approval and completed documentation
  Access to order Business Cards	Withing 1 Day of request
  CabCharge Card Requests	Within 5 days of approved request
  Exemption requests	Sourcing Exemptions: Value Responsibility Turn around $2,000- $10,000 Category Lead 2 days $10,000- $50,000 Strategic Procurement Manager (SPM) 3 days $50,000- $100,000 Director, Financial Compliance & Operations (DFCO) 3 – 5 days >$100,000 Chief Financial Officer (CFO) 5 – 10 days
  Strategic Procurement Requests	Initial Response within 48 hours

  Factors leading to extended timeframes:

  • Incomplete or incorrect documentation
  • Requisitions over $50K without accompanying completed approval memo

  Escalation Points

  Urgent Requests	Send High Priority Email to procurement@nd.edu.au
  Initial	Kara Kinninmont, A/Strategic Procurement Manager
  Unresolved in 5 days	Sindiso Tshuma, Director, Financial Compliance & Operations

• Accounts Receivable

  First Response to Queries	1 Day
  Creation and Issuance of Invoice	Within 2 Days of completed request form

  Factors leading to extended timeframes:

  • Incomplete or incorrect documentation

  Escalation Points

  Initial	Saada Bou Merhi, Accounts Payable Coordinator
  Unsolved in 5 days	Kara Kinninmont, A/Strategic Procurement Manager
  Unresolved in 10 days	Sindiso Tshuma, Director, Financial Compliance & Operations

• Travel

  All Travel enquiries

  Within 2 Days (managed through FCM @ undaau@fcmtravel.com.au) Urgent issues (02 8974 0838) within 1 Day

  Factors leading to extended timeframes:

  • Incomplete or incorrect documentation
  • Note: Internal emails to travel@nd.edu.au are for policy-based questions only.

  Escalation Points

  Initial	travel@nd.edu.au
  Unsolved in 5 days	Kara Kinninmont, A/Strategic Procurement Manager
  Unresolved in 10 days	Sindiso Tshuma, Director, Financial Compliance & Operations

• Procurement Contracts

  All Contracts enquiries	With 24 hours
  Requests for contract review	New/Renewal Term Value Timeframe Reviewers New Under 12 months Under $10K 2 Days Procurement New 12 months + Any 5 days Procurement Business Partners* Financial Reporting* New Under 12 months $10k+ 5 days Procurement Business Partners* Financial Reporting* Renewal Any Under $50k 2 days Procurement Renewal Any $50k+ 5 days Procurement Business Partners* Financial Reporting*

  Factors leading to extended timeframes:

  • Incomplete or incorrect documentation

  *the full review process is not owned by procurement and timeframes remain the control of the individual review teams.

  Escalation Points

  Procurement Reviews and inquiries	Kara Kinninmont, A/Strategic Procurement Manager
  Business Partner Reviews	Yvette Maloney, Associate Director, Business Partnering & Payroll
  Financial Reporting Reviews	Ben Hurren, A/Manager, Financial Reporting