Table of contents

Online Manual

Table of contents

The Office Manual – affectionally known as TOM – is the reference guide for most actions you will need to do as an agent. It is the way we attain consistency within our organisation. As such, it is the basis for everyone’s training.  

In 2021, the Office Manual was made more accessible as an internal part of our website. Our practices had changed greatly with the Covid-19 Pandemic and much of the manual needed updating to reflect that. This update was also important for training a new member of the agency, as the Office Manual provides the path by which training happens.  


  1. People 
  2. Systems 
  3. Submissions 
  4. Bookings 
  5. Finance 
  6. Marketing 
  7. IT 
  8. ACT Meetings 
  9. Recruitment 
  10. Policies 
  11. Glossary 

After a member is trained, it is still the reference guide to all we do – which is a lot! Don’t feel you have to know everything and don’t presume you do know everything! Type a search in the search bar and double check.  

The 2021 version of the Online Manual has also been expanded with most articles having a “What to do” section, which enables us to check the response order to most of our activities. 

Each Article has a green chat icon in the bottom right that will alert the Training Team. Please use this if you find content confusing or incorrect.

At the end of each Article you will see “Any Broken Links?” Please select this link to alert to IT Team to an IT problem such as broken links.

Become good friends with the OnlineManual and use it regularly!