eServices FAQ

What is eServices?

In response to the changing needs of our customers, over the last few years we have implemented and further developed an electronic transaction channel called eServices.

The eServices portal caters for both IP professionals and self-filers. eServices allows users to register, login and submit transactions online and offers users a consistent experience across the four IP rights. eServices utilises sequential processes with  built in 'mandatory' fields and cost-calculation software (if a payment is required, it must be finalised at the time of submission using a Visa or MasterCard). The portal also allows users to save requests, access eServices transaction history and update selected user details.

Why can't I access the eServices login page?

eServices has been designed to work with a number of different internet providers. Access to eServices may require a slight adjustment to a customer's internet security settings. If you receive a message from your internet browser, similar to "Internet Explorer cannot display the webpage", please perform the following steps:

  1. Click on 'Tools' in your browser menu;
  2. Select 'Internet Options';
  3. Select the 'Advanced' tab;
  4. under the 'Security' header ensure that the following tick boxes are checked: 'Use SSL 3.0' and 'Use TLS 1.0'.

Why do I have to register to perform transactions?

In the eServices portal you are required to register and login for all transactions. eServices has a vast array of functions and capabilities; including, the ability to store personal details of our customers. This registration process is an additional security measure and is in place so that we can help you manage your IP and protect your customer details.

We have easy-to-follow tips on how to register for eServices.

How do I enter the eServices portal?

Before you can sign in to eServices you must register to become a user. Registration is a simple process that can be completed on a work or personal computer. Customers must complete a number of mandatory fields and then select a username and password. If the user credentials that you select are available and meet the eServices security requirements, you will then be able to access the system and re-enter the portal easily, whenever you require.

eServices can be accessed via the log on button at the top right hand of each page on our website, simply click on the link and you will be taken to the eServices sign in screen.

Will my old online services login details work for eServices?

No. Your online services login was valid for the online services portal only and cannot be transferred to eServices.

You must register for eServices separately using the eServices portal. Please be aware that eServices will not be able to recognise or show details from any transaction that you made through the old online services, other outdated systems used by us or other Government agencies.

How much does eServices cost to use?

The eServices platform is provided free of charge by us. The only fees you will occur are those associated with the transactions you perform; for example to renew a trade mark you need to pay the applicable renewal fee (eServices accepts Visa or Mastercard only).

Can I save an eServices application and resume it at a later date and time?

Yes. You have the option of saving a draft of an application in the eServices portal. This option saves the draft as a zip file on your computer. Do not attempt to open the Zip file directly from the location as it is saved on your computer; if you would like to make changes to a saved eService you will need to resume the transaction in the eServices portal using the "Resume a saved eService" function.

Please note: saved drafts will expire after fourteen days; at which point customer will no longer be able to resume them. We strongly encourage customers to not solely rely upon these drafts to record the information they enter into an IP Right application. 

Will you send me an official receipt for the transactions I complete using eServices?

No. You will be issued with an official onscreen financial receipt and your transaction details will appear in your eServices history for a period of six months.

Why can't I see all my IP rights in eServices?

Unfortunately, due to back-end system limitations eServices does not currently have the ability to display a complete IP right portfolio view. 

We are working hard on improving these legacy systems to ensure that a complete IP right portfolio view will be a feature of eServices in the near future.

Will all of my correspondence be provided in eServices?

We are progressing with an initiative to electronically 'return' correspondence back to our customers through the eServices portal. Initially, this enhancement will only apply to PATENT service requests that have been received through the eServices channel.

We are on track to deliver the first release of return correspondence in mid-2014. Future releases in late 2014 will focus on the return of Trade Marks, Designs and PBR correspondence.
Customers will have the freedom and flexibility to view, print or save the correspondence on their computer (Note: We will not provide paper copies of the correspondence received electronically).

You can read more information regarding this initiative.

'Multiple page TIFF' documents for design applications in eServices.

The design application form allows for more than one file to be attached per application.  However, when lodging particularly large design applications (that could have dozens of representations) you could submit what is known as 'multiple page TIFF' documents.

This feature is efficient in allowing you to convert all representations into a single TIFF file to upload into the application as opposed to uploading each representation as an individual JPEG file.

Each attached file cannot exceed 20MB in size and the entire size limit for all of the attachments is 100MB.

Please Note: You will need to locate/purchase software that will convert your attachments to create the 'multiple page TIFF' files. 

Last Updated: 04/7/2014

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