• How do I reply to a message?

    This How do I shows you how to reply to a message.





    Select ‘Mail’.

    The ‘Portal user inbox’ screen will be displayed.


    Select the link for the message you want to view.

    The ‘View message’ screen will be displayed.


    This screen displays the message from us and the message history.

    The ‘View message’ screen displays the details of the selected message, including who allocated the message. If there is a message history, only the three most recent items are shown.

    Select the Reply button.

    The ‘Reply – enter message details’ screen will be displayed.


    This screen allows you to:

    • enter your message details
    • add an attachment, and
    • change your email notification details.

    Enter the details you want to give us in the message text box.

    The maximum length is 4,000 characters.

    Select the Add button to attach a file.

    The ‘Reply – attach file’ screen will be displayed.


    This screen allows you to attach one or more files.

    Attachment guidelines:

    • there is a limit of six attachments per message
    • there is a limit of 3.7MB for each attachment
    • acceptable files types are .doc, .pdf, .rtf, .xls, .tif, .jpg, .zip, .bmp, .mpp , .ppt, .png, gif, .docx, .dotx, .xlsx, .xltx, .pptx, .potx and .ppsx
    • if scanning text, use black and white settings at 72 dpi
    • if scanning images, use black and white settings at 200 dpi.

    You can select a file from your computer to be attached.

    Select the Browse button

    The ‘Choose file’ attach screen will be displayed.


    Select the required file from your computer.

    Select the Open button.

    ‘Reply – attach files’ will be displayed with the file selected.


    The selected file is displayed in the ‘File attachment’ field.

    Select the Attach button.

    ‘Reply – attach files’ will be displayed with the file attached.


    The name of the file attached is displayed in the ‘Attached files’ list. You can attach up to six files.

    To remove a file from the list, select the checkbox beside the name of the file you want to remove then select the Remove files button.

    Select the Next button.

    The ‘Reply – enter message details’ screen will be displayed.


    You must complete the contact name details. You can change these details for this message.

    The phone details are optional.

    Select the Next button.

    The ‘Reply – check and send’ screen will be displayed.


    This screen shows all the details for this message.

    Select the Send button.

    The ‘Reply receipt and confirmation’ screen will be displayed.


    We give you a portal receipt number to use when communicating with us about this message. Make a record of this number for future use.

    Select the Go to inbox button.

    You are returned to your ‘Portal user inbox’ screen.

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If you feel that our advice and guidance does not fully cover your circumstances, or you are unsure how it applies to you, contact us or seek professional advice.


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