Frequently Asked Questions for Online EMS Assessors

"I am receiving the system generated emails for purchase orders and notifications, but would like them directed to someone else"

You can forward emails from a given email address to whoever you like by using Microsoft Outlook/Tools/Rules and Alerts. Setting a rule would allow an email from PSFT_System@enable.co.nz to be diverted to another user’s email address. If you need assistance setting the rule please call our help desk.

"The system is slow and loading applications is taking a long time"

It has become apparent that our “band width” was not sufficient to cope with demand. We have addressed this by purchasing more “band width” and once this has been completed by our service provider, users should see an improvement in response times.

"I am advised that the client address has not been included in the record that has been submitted online"

Once you have searched for a client’s address, one or more addresses will appear on the grid below. Where the Postal Code is underlined, this needs to be selected for the address to submit with the client’s details. If there is only one address, this still needs to be selected.

Clicking on the postal code circled in red on the screen shot of address selection is required to select the address to update the client’s address details.

If you have entered an address and no result is returned (eg 20 Ocean View Road), try again using just 20 Ocean*. The “*” acts as a wildcard search and will return all addresses with 20 Ocean in them. The address could have been “Oceanview”, or the suburb may differ from that selected by your client.

"My client has turned 16 before I complete the application online"

You will need to submit a paper based copy. Online today’s date is used for the calculation against birth date.

My client has an NHI but the message states “New Client. This NHI does not exist”

The wording we used in the message is misleading and has puzzled a significant number of people. The message should reflect that the client does not exist in our records. Because of the confusion we have requested a change to the wording so it should read “New Client". This client does not exist in our records. Do you wish to create a new one?” We apologise that this message has not appeared logical.

"I have entered an NHI number for a client who has received the subsidy before, but it tells me the client NHI does not exist (error message above)"

We have found that often if you are using the mouse to “click” into the data field, rather than tabbing through the form, a leading space is often defaulted in. This is not apparent to the user but the system is then looking for “ ABC1234”, rather than “ABC1234”. This has resulted in some new client records being submitted when the client already existed. We have asked our software developers to make a change to this field so that only 7 alphanumeric characters can be entered. We will advise once this has taken effect.

"The initial, randomly generated passwords are difficult to enter correctly"

We have found it easier to copy and paste the password so errors are not made in manually keying it in.

"Are there rules for setting passwords?"

Yes, passwords have to be 8 characters or more, with 2 numeric characters, and it cannot be a previous password.

"It is difficult to calculate the GST exclusive amount"

We asked for the GST amount to be entered exclusively as the purchase order that is system generated (and returned to you) will always be GST exclusive, and we thought that it would avoid confusion to state all the figures as exclusive amounts (it’s also easier if the GST rate changes again). This has caused some problems however. If the invoice (inclusive) agrees to the purchase order, then we have changed the GST to the correct amount. However if the invoice has been received at a different amount we are returning them to have them corrected (and to allow you to maintain your financial records at the correct amount). Invoices can be faxed to 06 353 5878 or emailed to finance@enable.co.nz.

"When will I get paid?"

You still need to submit an invoice after submitting the application, but you no longer have to submit the paper application. If you want to send the invoice in immediately you can scan and email them direct to finance@enable.co.nz. Once we have received your invoice it will be included in the payment run due on the 20^th following the date of invoice (in line with usual business practice).

"The rationale box isn’t working for High Level Spectacles Subsidies"

There have been some issues with this and we have been working on it. Currently, if we receive a High Level Spectacles application we are contacting the business and asking them to forward the rationale. We have software developers checking this issue at the moment and will advise as soon as it is fixed.

"What should I input for the phone number?"

You do not have to select a phone type. When entering mobile numbers please use the first three numbers in the “area” box (eg 021), and the remainder of the number in the “number” box.