Frequently Asked Questions

Can a participant add another participant? 

Each participant role type defines whether or not a participant with that role type can add or remove additional participants.


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Can I control what a collaborator can see and do in my application? 

Yes. You can control what a collaborator can see and do in an application by the role type that you assign to them. See FAQ titled ‘Collaborators: What are the role types I can assign to a collaborator?’


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Can I download/print a copy of my application? 

The portal currently does not offer functionality to print or download a copy of your application. You can see your application at any time in the My Applications tab of the portal.


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Can I go back and edit or delete my submitted application? 

No. Once your application has been submitted, you cannot edit or delete the application through the portal. If you need to make amendments to the submitted application please contact us on 13 28 46.


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Can I save my application as a draft? 

Yes. Once an application has been started, you can save your progress by clicking the Save button. This allows you to exit and re-enter the draft application at any time. The portal will save your application as a draft until it is submitted or deleted.


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Do I need to sign a hard copy of my Grant Agreement? 

The application process for any applications submitted via the portal has changed, and there is no longer a requirement for you to sign a hard copy of the Grant Agreement.


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How can I access and complete my reports? 

After logging in, you are taken to the My Applications page. Within this page, click on the application you wish to see reports for.

You will be taken to an Application Summary page for the application. Click the Reports button to view any reports related to the application. To edit a report, click the Edit button. Note: you can only edit reports that have not been submitted.


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How can I add a participant (collaborator) to my application? 

If you are in the middle of an application click the Save and Close button in the bottom right hand corner of the screen.

In the navigation menu, click on My Applications, and then click on the application you wish to add a participant for.

Under the Application Summary is a blue ribbon, click on the Participants button. This will show any current participants for the application. Enter data in the mandatory fields to add a new participant.

Once you click the Add New Participant button, an invitation email will be sent to the nominated email address.


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How can I check the status of my payments? 

After logging into the portal, you are taken to the My Applications section. Within this page, click on the application you wish to see payments for.

You will be taken to an Application Summary page for the application. Click the Payments button to view any payments related to that application and their status (e.g. Progress, Final, Paid or Pending).


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How can I manually enter my address in the application form? 

The address field in the application form is populated with registered addresses with Australia Post. If your address is not listed, you can manually enter it by clicking the My address is not here option in the drop down menu.

You can also click on the Enter manually button located underneath the address field.


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How do I accept my Grant Agreement? 

All Grant Agreements are electronically accepted through the portal. To accept a Grant Agreement, navigate to the My Applications page and click on the relevant application.

You will be taken to the Application Summary page for the application. Click the Contract button to view or download a copy of the Grant Agreement. To accept the Grant Agreement, click on Accept in the Actions column and accept the electronic declaration.

Note: It is no longer a requirement to sign a hard copy of the Grant Agreement.


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How do I access my applications? 

Once logged in, you will be taken to the My Applications page. This page provides a summary list of all of your applications.


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How do I cancel my portal account? 

You may cancel your portal account at any time. Please contact us on 13 28 46 for assistance.


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How do I create a portal account? 

To create an account for the portal, navigate to the sign in page and click the Register now button. Follow the steps on the page to create an account:

  1. Enter your email address and click the Send verification code button.

  2. Retrieve the verification code from your nominated email address, enter it into the verification code field on the portal and click the Verify code button.

    1. Note: if you did not receive a verification code, refer to the FAQ: I didn’t receive the verification code to register my portal account

  3. Continue filling in the required details and click the Create button.

Accept the Terms and Conditions of the portal to complete the registration process


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How do I create/ start a new application? 

Users who have a portal account:

If you have not previously submitted an application with us, once logged in, you will be taken to the first page of an application, which is the instructions page. This page includes details on how to create/start and complete a new application.

If you have previously submitted an application with us, once logged in, click the New Application tab in the navigation menu at the top of the page.

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Users who do not have a portal account:

You will need to create a portal account with the department before you can create/ start a new application. To create an account, navigate to the sign in page, click the register now button and follow the steps on the page to create an account.

Once registered, navigate back to the sign in page and enter your account details to log in to the portal. After logging in, you will be taken to the first page of a new application, which is the instructions page. This page includes details on how to create/start and complete a new application.


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How do I give someone permission to access my application? 

The portal allows the application creator to invite others to help complete an application (known as collaborators). Follow these steps to give someone permission to access an application:

  1. Once logged in, you’ll be taken to the My Applications page. Click on the application you wish to add a collaborator to

  2. In the application summary screen click on the Participants button

  3. If applicable, you will be presented with a list of current collaborator’s for the application

  4. To add a new collaborator complete the required fields including the first name, last name, email address and their role

  5. Click the Add New Participant button

  6. The portal will send an invitation email to the new collaborator’s nominated email address

  7. If the collaborator does not have a portal account they will need to create one before they can accept the invitation to be a collaborator

  8. The collaborator can then accept the invitation to the relevant application in the portal



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How do I go back and edit a previous section of my application? 

Once you are logged in to the portal and are in an application, you’ll notice a navigation menu appear at the top of the page. This menu allows you to click to jump between sections of your application.

Make sure to click the Save button before navigating to a different section of your application.


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How do I remove a collaborators access to my application? 

You can remove a collaborators entire access to an application yourself if they have not yet accepted the invitation, otherwise you will need to ask your Customer Service Manager to remove them on your behalf. To remove an invited participant who has not yet accepted the invitation complete the following steps:

Click on the application

  1. Go to the Participants tab.

  2. In the list of Participants, if the invitee has not yet accepted the invitation, a Remove action option will be listed against the participant’s name. Once they have accepted the invitation, this will disappear.

Note: The collaborator will not be notified if they are removed from an application.


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How do I remove a role type from a collaborator? 

You will need to raise a request with your Customer Service Manager to remove a role type from a participant.

 

Note: The collaborator will not be notified if a role type is removed from them.


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How do I submit my application? 

Once you have completed all mandatory fields in your application, and have ticked the box to say you have read and agree to the application terms and conditions, the Submit button will become available. You may then click this button to submit your application.


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I didn’t receive the verification code to register my portal account 

If you did not receive a verification code to register your portal account:

  • Check your junk or spam email folder for an email from Microsoft

  • Go back to the create an account page on the portal, re-enter your email address and click the Send new code button.

If you still experience problems please call us on 13 28 46.



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I tried to submit my application but got a list of errors 

An application form cannot be submitted while errors are present. If you have tried to submit your application but are presented with a list of errors, you’ll need to go back through the sections that require further information to resolve the errors before you can submit your application.

Sections that require further information will be indicated on the navigation menu with a grey bubble and no green tick icon.


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Is my privacy protected? 

Yes. The Commonwealth’s use and disclosure of your personal information (provided in this application or otherwise) is set out in the Innovation Connections Customer Information Guide. Please ensure you have read this document and understand the information contained therein.

Further information regarding the Department of Industry, Innovation and Science’s (the Department) obligations in accordance with the Privacy Act can be found in the Department’s Privacy Policy at: https:www.industry.gov.au/Pages/PrivacyPolicy.aspx


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What are the password restrictions on the portal? 

Passwords must contain:

  • a minimum of 8 and a maximum of 16 characters
  • 3 out of 4 of the following character types:
    • lowercase,
    • uppercase,
    • digits (0-9),
    • one or more of the following symbols: @ # $ % ^ & * - _ + = [ ] { } | \ : ' , ? / ` ~ " ( ) ;


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What are the role types I can assign to a collaborator? 

The following is a list of all role types available on the portal. Depending on the application you are creating, some of the role types may not be available.


  • Application Creator: is the user who created the application. They have full access to the application, including the ability to submit and delete the application, and can add other collaborators to the application.

  • Application Collaborator: is a user who has been invited to participate in the completion of an application. They can contribute information to all sections within the application, but cannot submit or delete the application, or add other collaborators to the application.

  • Primary contact: is the user who enters into a Grant Agreement with the department and receives all correspondence in relation to the application.

  • Facilitator: is the user who has been assigned as the Business Advisor/ Facilitator to the application. The Facilitator cannot add other collaborators unless they also hold another role.


All other roles can only currently be added by the CSM.


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What do I do if my ANZSIC Division/ ANZSIC Class is not listed in the application form? 

The ANZSIC Division/ ANZSIC Class field in the application form populates with information from ASIC. If your business/company’s ANZSIC Division/ ANZSIC Class is not listed in the application form, please select the ANZSIC Division/ ANZSIC Class that is the closest fit for your business/company.


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What improvements are in the latest update? 

Thanks for using the portal. To improve your experience, we make regular updates. This month we have:


  • Resolved the time-out issues in the portal when concurrent tabs are open in the same browser
  • Resolved the organisation filter in the portal not clearing the cache after logging out and back into the portal


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When will I receive my payments? 

Grant funds are paid when all project activities are completed and all project costs have been paid. You must make a claim for reimbursement of the agreed amount within 30 days of the end of the project.

Payment is made by direct credit into your nominated bank account.


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Where can I view my Application ID? 

Once logged in, you will be taken to the My Applications page, which includes a list of all of your applications and their Application ID.


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Which internet browsers does the customer portal support? 

The portal supports the following internet browsers:

  • On a windows PC: Internet Explorer 10 and above, and the latest versions of Google Chrome and Mozilla Firefox
  • On a MAC: latest versions of Safari and Google Chrome


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Who can complete an application form? 

The application form must be completed by an authorised representative of your business/ company such as: Chief Executive Officer, Chief Financial Officer, Director, Chair of the Board, President or an Authorised Manager within the business.


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Who can complete the application form for me? 

The application form must be completed by an authorised representative of your business such as: Chief Executive Officer, Chief Financial Officer, Director, Chair of the Board, President or an Authorised Manager within the business.


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Why won’t my ABN validate in the application form? 

If you are having trouble validating your ABN in the application form, check that:

  • Your ABN is entered correctly (11 digits in length and entered in the portal with no spaces between the digits)
  • Your ABN is valid. Use the ABN Lookup on the Australian Business Register (ABR) website (www.abr.business.gov.au) to search and check that your ABN is valid.
  • If your ABN is not valid, follow the advice provided on the ABR website to rectify the issue.
If you still experience problems please call us on 13 28 46.


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Why won’t my ACN validate in the application form? 

If you are having trouble validating your ACN in the application form, check that:

  • your ACN is entered correctly (9 digits in length and entered in the portal with no spaces between the digits)

  • your ACN is valid. Use the ABN Lookup on the Australian Business Registration (ABR) website (www.abr.business.gov.au) to search and check that your ACN is valid.

  • If your ACN is not valid, follow the advice provided on the ABR website to rectify the issue.

If you still experience problems please call us on 13 28 46.


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