FAQs

FAQs

Catering Portal Frequently Asked Questions

 

Accessing the Catering Portal

 

Federation Staff - How do I gain access to the Internal Catering Portal?

Before first use the Hospitality and Events team must create an account for you. This will permit you access to internal pricing and menu items. Simply submit an access request. Access will be provisioned within 2 business days - be sure to keep an eye on your inbox for your login credentials and access link.

 

How do I log in?

A link to the Catering Portal will be provided in the email containing your login credentials. We recommend updating your password once logged in.

 

How do I change my password?

  1. Click on the person icon in the top right of the screen.
  2. Select My Account from the dropdown list.
  3. Click Edit Details and update. Be sure to save your changes.

 

How do I update my account details?

  1. Click on the person icon in the top right of the screen.
  2. Select My Account from the dropdown list.
  3. Click Edit Details and update. Be sure to save your changes.

 

My default address has changed. Where can I update this?

  1. Click on the person icon in the top right of the screen.
  2. Select My Account from the dropdown list.
  3. Click Edit and update. Be sure to save your changes.

 

External customers – How do I gain access to the Catering Portal?

  1. Click on Sign Up under ‘I’m a new customer’.
  2. Complete all required details including Company Name.
  3. Click Sign Up.

 

Placing an order

 

How do I place an Internal Catering order?

Please refer to the procedure.

 

How do I place an External Catering Order?

Please refer to the procedure.

 

I’ve ordered a package which requires multiple service times, but the system only allows me to select one. What should I do?

Select the time for first delivery. You can then inform us of the additional service times in the Delivery Notes section on Check Out. Example: Morning tea – 10am, Lunch – 12.30pm, Afternoon tea – 3pm.

 

How do I inform the kitchen of dietary requirements?

Our menu has been designed to cater for many dietary requirements. You can search for dietary specific menu items using the Dietary menu on the left of your screen. Please ensure you select items for all dietaries required. Additional charges may apply.

 

I must inform the kitchen of a delegate’s allergies. How can I do this?

There is a dedicated section at Check Out to inform the kitchen of any allergies. It’s recommended you place the delegate’s name against each allergy for labelling purposes.

 

I order the same menu items frequently. Is there a process for efficient ordering?

There certainly is. Firstly, you can favourite items. Simply click on the heart located in the top left of the menu item image. You can then view your favourites under Your Account - the person icon in the top right of the screen each time you are placing an order.

Alternatively, you can navigate to Your Account, click My Orders and Re-order a past order. The system will navigate to Your Cart where you can make changes to the quantities, add, or delete items, and enter the required service date and time.

 

I’ve missed the deadline for submitting a catering request. Is it too late?

Please phone the Hospitality and Events team to discuss your requirements – 5327 9480.

 

Where can I view the Terms and Conditions of placing an order?

View Terms and Conditions. These can also be found by scrolling to the very bottom of the Catering Portal alongside our Privacy Policy.

 

Who do I contact if I require assistance or have a question?

Our procedural documents may assist.

Our friendly Hospitality and Events team are here to assist also. Please contact them on 03 5327 9480 during business hours or email [email protected]

 

How many days prior to service must I submit my catering request?

Catering requests must be placed at least 3 business days prior to service.

 

Navigating the portal

 

Where can I view current and past orders?

  1. Under your account.
  2. Click on the person icon in the top right of the screen.
  3. Select My Account from the dropdown list.
  4. Click My Orders

There is also an option called Company Orders where you can view all orders (current and historical) which have been placed by staff in your area.

 

How do I change my order?

  1. Click on the person icon in the top right of the screen.
  2. Select My Account from the dropdown list.
  3. Click My Orders
  4. Locate the order you wish to amend.
  5. Click Change

Your order will display. Here you can update the delivery or pick up date, times, qualities or remove items. Click Continue Shopping if you would like to add additional menu items to your order.

Once you have made your changes click Update Order

Please contact [email protected] if a change needs to be made to the delivery address, cost centre code, event finish time or allergies.

You will receive confirmation once your changes have been approved by the kitchen.

 

How do I cancel an order?

  1. Click on the person icon in the top right of the screen.
  2. Select My Account from the dropdown list.
  3. Click My Orders
  4. Locate the order you wish to cancel.
  5. Click Cancel

Cancellations can be made up to 3 business days prior to service. You will need to call the Hospitality and Events team if outside this notice period. Cancellation fees may apply. Please refer to our Terms and Conditions for detail.

 

Order delivery

 

Is there a delivery fee?

Delivery on campus at Mount Helen, Berwick and Gippsland is free of charge. For all other locations a delivery may apply. Please refer to our Terms and Conditions.

 

Can I pick up an order from the kitchen?

Absolutely! Select this option when choosing the campus location.

 

I need to cancel an order. How much notice does the kitchen require and is there any penalties?

We kindly request at least 3 business days notice. Refer to our Terms and Conditions for applicable cancellation fees if made after this notice period.

 

Will tablecloths be provided for the service area?

External Catering - Tablecloths will be supplied.

Internal Catering - Not unless they have been ordered. You are responsible for ordering tables and tablecloths for the service area. Tablecloths can be ordered in the Catering Portal by selecting Tablecloths from the menu on the left of the screen. A PULSE request should be logged for tables in advance.