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Frequently Asked Questions

How do I get help to resolve any issues with the use of the Portal?

The first step is to check the frequently asked questions. Experience has shown that the answers you are seeking may well be included in this section.

If you cannot find the answer you are looking for you can send us an e-mail 24/7 by clicking on the contact us by e-mail button located on the right hand side of the home page.

If your request is urgent please feel free to contact us on the phone number listed. Telephone support is available between 8.45am and 5.15pm Monday to Friday Australian Eastern Time via our 1800 eProcure (1800 377 628) hotline.

Why do I have to register?

Registration is required so that your details will remain on the Portal for future opportunities and any correspondence required from the Portal administrators may be delivered to you effectively. There is no need to register again to access any opportunities that may be listed on the particular organisation owning the Portal.

Your details are secure and will not be released to any organisation other than the Tenderer.

Do I have to register again if I use another eProcure Portal?

Yes. As all eProcure Portals are owned by different organisations, each registration is unique to the organisation owning the Portal.

What information is required about my business for registration?

Minimal information is collected during the registration process. There are some mandatory fields required to be populated. These are marked by an asterisk (*). The remainder of the fields are optional. Please note - it is vital that you register using a valid e-mail address, as this forms the basis of all future correspondence via the Portal.

Are there any fees involved in the registration process?

No. There are no fees required to register your details on the Portal, however there may be document fees associated with the downloading of particular opportunities. These fees are set by the organisation responsible for posting the Tender. Secure payment for document fees is available via the Portal. Once the documentation fee is paid you will be able to access the opportunity. A receipt will be sent to you upon acceptance of the payment.

If no fee is applicable, access to the opportunity will be available for download after you have registered.

How do I get a password?

Once you have completed the registration process, an e-mail will be sent to your registered e-mail address with details of a temporary password, which you can then use to log into the portal. Initially the Log on procedure (located on the right hand side of the screen) will require your e-mail address and the temporary password sent to your e-mail address to allow you to access the Portal. Please utilise the copy and paste facilities to ensure that you have correctly entered the temporary password.

Once you have logged on you may change the temporary password for a new password of your choosing by clicking the "My Details" tab at the top of the page.

Having trouble logging on? Forgotten your password?

If you can't log on for whatever reason or if you have forgotten your password, enter your email address and click the Forgotten Password button, located below the log on buttons. A new temporary password will be sent to your registered e-mail address and you will need to repeat the steps listed in "how do I get a password" question.

What if my contact details change?

Any changes to the details of your registration can be made on-line at any time by logging on and clicking on the "My Details" tab at the top of the page. After your details have been changed, you will need to click the update button at the foot of the page. You will get a message displayed as follows - "Details Updated" To ensure that you receive all the benefits of the eTender Portal you will need to ensure that your contact details, especially the contact e-mail address is current.

Now that I am logged in how do I access an opportunity?

The portal may be used for calling the following "Opportunities"

Request For Tender (RFT)
Request for Quotation (RFQ)
Expression of Interest (EOI)
Invitation to Register (ITR)
Registration of Interest (ROI)
Request For Information (RFI)
Request for Offer (RFO)
Request For Proposal (RFP)

There are different classes of opportunities available on the Portal, Public and Private.

Public Opportunities:
If an opportunity is listed as public by the Portal administrator, all registered suppliers may access the opportunity and bid for the work. The opportunity will show up on the portal homepage as a Public Opportunity and will be able to be viewed and accessed (subject to any fees that are applicable being paid) by any potential supplier.

Private Opportunities
Organisations utilising the Tender Hub may elect to issue Tenders or other opportunities to potential suppliers by invitation. If you have been invited, these invitation only opportunities will appear on your homepage once you have logged onto the Portal. Access to these opportunities will only be available to invited organisations. Private opportunities do not appear on the homepages of non invited suppliers.

How do I view an opportunity?

By clicking on the blue underlined title of the listed opportunity you will be given more details of the listed opportunity including:

Documentation provided
Document fee (if applicable)
Release date and time
Purchase date (or date accessed if there is no document fee)
Type of opportunity
Closing date and time
Date and time of your response (if you have submitted a proposal)

What is the Question & Answer Forum?

When logged in and on the homepage you will be able to view all supplier questions and associated answers from the Portal administrator in relation to the particular opportunity (if any questions have been asked).

The Question & Answer Forum is a facility for suppliers to ask questions of the Tenderer. It is an anonymous procedure and other potential suppliers will not be able to identify the source of the question. However as part of the Tender probity requirements all questions and answers must be made available to each suppliers who has registered an interest in the particular opportunity.

If you wish to ask questions use the "Ask a Question" box to post the question.

Please be careful in your choice of language and do not post anything that may identify you or your organisation.

The Tenderer reserves the right to edit the question if they feel that it is necessary to ensure fairness and equity.

Once a posted question is answered by the Tenderer an email will be sent to your registered email address, alerting you that an answer has been posted on the Portal.

It is important to note that during the Tender Process suppliers should regularly check their email for any correspondence relating to the opportunity and regularly visit the Portal.

How do I respond to an opportunity?

After registering your interest in an opportunity and downloading any associated documentation provided by the Tenderer, you may upload your response electronically via the portal.

How do I upload my response documents?

In order to upload documents to the portal, you must make sure that you have logged on using the same username and password that was used to download the documents initially. The upload document feature will not be visible otherwise. If this is the case, log out and then log in using the same username and password that was used to download the documents initially.

You may upload your documents to the portal by using the browse function button located in the response section at the bottom of your homepage.

The browse button lets you choose the response documents and/or files you wish to upload to the portal from your own computer (or your own network).

Individual files can be chosen or by utilising the control key to select multiple files may be chosen.

When the files have been added to the display panel, the following details of the files you have chosen will be displayed.

Name - Document name
Size - Do not exceed 100MB(Recommended)
Date - date and time uploaded to window
Status - if document has been successfully uploaded to the window

How do I know if the documents I have chosen are uploaded to the window?

The button adjacent to the above displays will show as green, with completed displayed inside the button. If the documents you have chosen are not successfully loading into the window the button will be displayed as red and there will be no complete message inside the button.

Please don't worry that you may not be able to upload the documents and submit your response. Some documents may contain information that may render it difficult to upload in their current format. We have provided an alternative upload button. By clicking on the message Having trouble uploading "click here" for basic upload you will be able to upload the chosen documents. If you are still having trouble uploading any documentation call our hotline on 1800 377 628 or send us a request via email and one of our customer service staff will be in touch. Note: the button displaying as green and complete does not mean that you have submitted the documentation to the portal at this stage. The chosen documents have just been uploaded and are pending. In order to submit the documentation you must click the save and submit button located at the bottom of the page.

What do I do if I want to change the documents I have chosen and uploaded to the window?

By clicking the red cross button adjacent to the green complete button, the document will be deleted from the window. Remember at this stage you have not yet uploaded the documents displayed in the window to the portal.

Can I add comments to my submission?

In addition to any documentation you may wish to submit, you may add comments to accompany your submission by utilising the comments box below the upload documentation window. Don't forget to click the save and submit button to upload all your chosen submission documentation and comments to the portal.

What if I have made a mistake in the documentation I have submitted and/or I wish to change the documents I have submitted?

Prior to the closing date and time of the opportunity you may resubmit any documentation.

To remove documentation from the Portal you will need to click the red button in the documentation window adjacent to the document you wish to delete.

Remember to click the save and submit button to ensure the portal has received your request.

To resubmit new documentation just follow the "how do I upload my response" in frequently asked questions.

Can I use the same name for a document I have already submitted?

If you have removed the document that you have submitted you may upload a document of the same name again.

If you do not remove the document from the portal prior to submitting a document of the same name the portal will have two copies of your submission with the same name and although the submission will be date stamped, it may be confusing for the Tenderer to determine which document is your final submission.

What is the "my details" tab at the top of the page for?

The "my details" tab shows all the details of your registration. It is important to keep this page current, as it contains all your contact details. If any of these details change, make sure you update and submit the changes to ensure that you will be able to be contacted by the portal in the future.

What is the "My Watch List" tab at the top of the page for?

Any opportunities that you download from the Portal will be automatically added to your watch list. Any future correspondence related to the watch list opportunities will be automatically sent to you. You can use the watch list to keep track of the opportunities you have responded to even after the closing date and time of the opportunity. After the closing date and time for the opportunity has passed (i.e. the tender has closed) the opportunity will no longer be displayed on your homepage, but will be available via your watch list.

I am having trouble logging on?

It is important that you make sure that the email address you are using is the address you used when you created your account. It is also important that you use the correct password in combination with the email address.

If you have been sent a password via the portal, either as a first time user or if you have forgotten your password and applied for another, it is advisable to use the cut and paste facilities within your email to ensure you are not typing in an incorrect password. Use Control C to copy from your email and use Control V to paste into the password space on the portal. Take the first opportunity to change the password we have given you to a password that makes sense to you. Think carefully about your use of the email address and password combination and do not just keep guessing as you will only have five attempts at getting the combination right before you are locked out of the Portal.

The Portal is telling me I am locked out. What do I need to do?

If you attempt to log in using the wrong username/password combination you will have five attempts to key in the correct combination. This is required to ensure the integrity of the Portal. If you are unable to key in the correct combination after the five attempts, you will be locked out of the system. To unlock your account you will need to contact eProcure on via our 1800 eProcure (1800 377 628) hotline.

What type of files am I allowed to upload to the portal in response to an opportunity?