How to Guide and Troubleshooting Manual

Activity Providers

Contents Register an Activity Provider ................................................................................................ 2

Step 1 – Create a Personal Account ................................................................................ 3

Step 2 – Complete Activity Provider Registration ............................................................. 9

Step 3 - Complete Activity Provider Eligibility ................................................................. 15

Redeeming a voucher ........................................................................................................ 23

‘More information required’ status .................................................................................. 30

Changing activity provider account details ......................................................................... 31

Changing details on the activity provider directory ......................................................... 31

The person responsible for redeeming vouchers has left the organisation and you cannot access the registered email account .................................................................. 31

Changing bank account details ...................................................................................... 31

Changing login email address ........................................................................................ 32

Error messages .............................................................................................................. 35

Updated: 16/11/2019

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Registering an Activity Provider

Activity Provider representatives must complete the below sections in full.

1. Access the website at https://www.qld.gov.au/recreation/sports/funding/fairplay

2. Click on ‘How to register’

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3. Check to ensure you are eligible to register your organisation.

4. Follow the steps in the flow chart below to register your organisation.

Step 1 – Create a Personal Account

Is your organisation listed on the Activity Provider directory?

Review the Terms and Conditions

Your organisation is already registered to redeem FairPlay vouchers. If you’re unsure as to whom can redeem vouchers, please email pdu@npsr.qld.gov.au.

Do you have a QGrants account?

Click here to create a QGrants account.

Proceed to Step 2 – Complete Activity provider Registration

No

Yes

Yes Yes

No

Yes

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5. Go to https://qgrants.osr.qld.gov.au/process?processid=2000_2002_YSRA and click on

‘Register’ to create an account for yourself as the key contact.

Possible Technical Issue What kind of device and browser are you using?

Where the QGrants site is not being displayed, first check if using a browser from the following list (please note: earlier versions of the below should support the QGrants site but have not been as thoroughly tested): - Google Chrome (Windows, Android and Mac OS X) - Mozilla Firefox (Windows and Apple OS X) - Microsoft Internet Explorer 8, 9, 10, 11 (Windows) - Safari (Apple iOS 7.1.1).

QGrants may work on Linux or Ubuntu operating systems but this has not been tested and is not supported.

I am unable to view the QGrants website? – Compatibility view and rendering errors.

If there is a compatibility view error, Try the following steps: - Select ‘Tools’ at the top of the browser (or if this does not appear, press Alt and T) - Select ‘Compatibility View Settings’ - In the box under ‘Add this website’ type ‘qld.gov.au’ and click ‘Add’ - Click ‘close’.

A rendering error message is an error with internet explorer, you can download Google Chrome at www.google.com/intl/en/chrome/ and use this browser to log into the QGrants account.

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6. Complete personal details

6.1. If you do not have an email, you can create one using Outlook, Yahoo, Gmail or Hotmail

6.2. When creating a password for QGrants, choose one that you can remember – passwords must be between 8 and 20 characters with a combination of numbers and letters

6.3. Tick the box ‘I am not a robot’.

6.4. Create your account by clicking ‘Register’

7. Activate your account

7.1. You will receive an email within approximately 15 minutes (depending on web traffic at the time) containing a validation link

7.2. Open email and click on the link to validate your account

7.3. Enter your email address and password, and click ‘Login’.

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User Errors Have you entered your email address correctly?

Check email address is correct. If the email address used to register with was incorrect, the client will not receive a validation email and will be unable to login into their QGrants account.

Are you entering a password with the required number of characters and numbers?

Check the entered password is at least eight characters long and a combination or numbers and letters.

Have you activated your account by clicking on the validation link?

You will be unable to log into your QGrants account if you attempt to login prior to receiving the validation email and activating their account.

You should receive your validation email within 15 minutes of registering your account. If there is a high number of system users at that time there may be a delay in receiving the email due to the number of email servers it has to pass through (please note SRS has no control over this). If you have not received the validation email, please make sure to check your junk/spam folder.

If this has not been received, try to re-register or try using a different email address. Are you clicking on the most current validation link sent?

Each time you choose a new password, including when you register for the first time, a validation link will be sent to the registered email address. If the validation link is delayed and you complete this part of the process again, make sure you are clicking on the correct validation link.

Validation links are only valid for 24 hours. If you register one day and then try to activate your account the next day, the validation link will not work. Please delete any previous validation links and go through the ‘reset password’ process under Quick links.

Possible Technical Issues Are you using an Education Queensland email address?

The Education Queensland email filter is not releasing the validation email. Please ask use another email address.

Have you checked your junk mail for the validation email?

You should check that do_not_reply@osr.qld.gov.au is part of your whitelist (not considered spam). Try following instructions located at http://sci.scientific-direct.net/wl.html.

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8. Enter Name Details and click ‘Next’

9. Enter Street Address (not a PO Box) and click ‘Next’

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10. Enter Mailing Address (can be a PO BOX) and click ‘Next’

11. Enter Contact Details and click ‘Next’

12. Check Account Details and click ‘Save’ if correct and click ‘Exit’ to return to the home page

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Step 2 – Complete Activity Provider Registration 1. On the home page click on ‘New Account’ and Account Type ‘Organisation’ and ‘OK’

2. Complete organisation details and click ‘Next’

Log into your QGrants account.

Your account page will appear. Enter account details, street address, mailing address, contact details and relationships,

clicking “Next” to move on.

When you reach the Account Details (Summary) screen, check the details are correct, and then click “Save” and then

“Exit”. Proceed to Step 3 – Complete activity provider eligibility

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3. Complete the street address of where the organisation activities take place (Not a PO Box) and

click ‘Next’

4. Complete Mailing Address if different to physical address and click on ‘Next’

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5. Complete contact details for the organisation and click ‘Next’

6. Click ‘Add Relationship’, select the account you want to link (most likely yourself). Select the relationship type and position then click ‘OK’ followed by ‘Next’

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7. Confirm Account Details for the organisation and click ‘Save’

8. Account confirmation and click ‘Exit’

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Step 3 - Complete Activity Provider Eligibility

1. Click on ‘Applications ’→‘New Applications’ → ‘FairPlay Activity Provider Eligibility’ click ‘OK’ to

confirm you are completing the activity provider eligibility.

Click on “Applications”→ “New Applications” to go to step 3.

A copy of your submission will appear on the screen Click “Exit”.

Sport and Recreation will assess application

Choose the grant program ‘FairPlay Activity Provider Eligibility’. Read the privacy information and click ‘OK’

Enter the details below, clicking on “Next” to move on:

Contact person

Organisation’s ID details

Activity Provider directory details

Relevant activity/ies

Terms and conditions

Eligibility questions

Declaration

When you reach the Summary screen, check the details are correct and click “Submit”

Organisation meets eligibility criteria and is listed on the directory.

More information required. Sport and Recreation will contact the activity provider representative to request additional

information.

Or

The department will assess registration applications to determine if organisations meet the eligibility criteria for FairPlay vouchers. The department’s decision in relation to eligibility is final and an organisations details may not be included on the activity provider directory or removed from the directory at any time, at the department’s discretion. Should an organisations situation

change, and no longer meets the eligibility requirements or there are serious misconduct allegations against the organisation, an authorised representative of the organisation must contact the department.

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2. Click ’Ok’ to confirm you are completing the activity provider eligibility.

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3. Accounts - Click on the down arrow and select yourself from the drop down list

4. Activity Provider Name – Complete your Identification numbers

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5. Complete the Activity Provider Details

This information will appear on the Activity Provider directory on the department’s

website and will be used by parents to find a relevant activity provider in the area

Refer to the help text for assistance

6. Activity Details - Select the relevant Sport/Recreation Activity/ies from the drop down list

Answer ‘Yes’ or ’No’ to whether the activity provider is affiliated with a State/National

Organisation.

If ‘Yes’, select organisation from the drop down list (jump to step)

If ‘No’, you will be required to satisfy additional eligibility criteria

Refer to help text for assistance

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7. Eligibility – Click ‘Ok’ to accept the terms and conditions. Complete the ‘Eligibility’ requirements

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8. Complete the Declaration and click ‘next’

9. Summary – Check the details are correct and click ‘Submit’

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10. A copy of your submission will appear on the screen – Click ‘Exit’ to return to the home page

This receipt does not constitute acceptance of your application

You can download the submission by clicking ‘here’ or access it from your home screen as

indicated in the on-screen text

A copy has also been emailed to you

11. Log out

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12. You can check the status of the application by logging in to your personal account at https://qgrants.osr.qld.gov.au/portal

Registration will be assessed by the department and the contact will be advised of the outcome within 10 business days. Activity Providers will not be able to redeem vouchers until the registration has been approved by the department.

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Redeeming a voucher Note: the Key Contact in the organisation is the only person able to redeem vouchers. To do this, they must have a personal QGrants account and have been linked to the organisation in the system. If, after step 3, there is no ‘Redeem Voucher’ tab, the account is not registered as a Key Contact. To register as a Key Contact for the organisation’s account, please complete an Activity Provider Update form.

1. Login to your QGrants account https://qgrants.osr.qld.gov.au/portal to your account page (as shown below)

Click on the ‘Applications’ tab

Click on the ‘Redeem Voucher’ tab

2. Enter the voucher number and click ‘OK’

By clicking ‘OK’ you are confirming the voucher has been presented to your organisation by the identified applicant

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3. Select the redeeming organisation (i.e. the organisation you are redeeming the voucher on

behalf of)

4. Confirm voucher assignment details are correct

Check the contact is you

Check the applicant is your organisation

Check the beneficiary is the parent/guardian who is presenting the voucher

Click ‘OK’

User Errors Are you entering the correct voucher number?

If the key contact is receiving an error message such as ‘invalid’ or ‘ineligible voucher number’ please confirm that you are entering the correct numbers/letters exactly as they are displayed on the voucher.

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5. Check the Child/Young Person details match what is on the voucher and click ‘Next’

6. Select the Participation Activity from the drop-down list and click ‘Next’

Possible Technical Issue Rendering Error

If the organisation is receiving the following error message: ‘This application was stopped due to a critical rendering error.’ Please download Google Chrome at https://www.google.com.au/chrome/ and try again.

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7. Enter the total participation fee and click ‘Next’ to continue

This is the total cost of the membership, registration or participation fee (not the $150

voucher amount)

Fees are to be entered as the full amount that a child/young person is charged for

membership and/or participation fees

8. Click on ‘Create bank details’ or select a listed bank account, and click ‘OK’ to continue

If creating a new bank account, enter the following details:

organisation BSB number (using the format XXX-XXX)

organisation account number

organisation account name

Click ‘Yes’ to confirm bank details and ‘Next’ to continue

If the activity provider’s bank account details have been entered previously, the contact should tick the check box.

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9. Declaration - tick the check box and click ‘Next’ to continue 12.1 Ticking the box indicates you have read and agree to the Terms and Conditions; and

also indicates the information supplied during the voucher claim process is true and

correct

Possible Technical Issue I am unable to view the Terms and Conditions?

If you are unable to view the Terms and Conditions, the pop-up blocker on the web browser may be turned on. To view the Terms and Conditions right click the information bar and select download, or copy and paste the link into a new web browser.

Rendering Error

If the activity provider is receiving the following error message: ‘This application was stopped due to a critical rendering error.’ Please download Google Chrome at https://www.google.com/chrome/. This is due to the user settings.

Possible Technical Issue Rendering Error

If the activity provider is receiving the following error message: ‘This application was stopped due to a critical rendering error.’ Please download Google Chrome at https://www.google.com/chrome/. This is due to the user settings.

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10. Summary - Check the details are correct, then click on ‘Submit’

11. If the voucher redemption has been successful an application summary will be displayed – you can save or print a copy of the summary for your records

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12. Click ‘Exit’ to return to the home page where you can view the status of the voucher 15.1 Vouchers that have been claimed successfully will have a status of ‘Approved’ or

‘Agreement Created’. Refer below regarding vouchers with status of ‘More

information required’.

15.2 Activity providers will receive reimbursement within 10 business days – the

application number will appear as the reference number on the activity providers

bank statement.

13. ‘Logout’ to exit QGrants

Possible Technical Issue Our activity provider redeemed a voucher and it hasn’t been paid?

The key contact should check the bank account to confirm if funds have been reimbursed within 3 to 10 business days. The reference number that appears on the activity providers bank statement is the same as the application number of the voucher claimed. This can be used to reconcile payments.

Rendering Error

If the activity provider is receiving the following error message: ‘This application was stopped due to a critical rendering error.’ Please download Google Chrome at https://www.google.com/chrome/. This is due to the user settings.

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‘More information required’ status An application is allocated a ‘More information required’ status when the redemption process has not been fully completed. This can be due to a number of reasons such as the activity provider simply not going through to the end of the redemption process or a technical issue that caused the process not to finalise. Go to the ‘Applications’ screen and click on the ‘Application No.’ associated with the voucher at the status of ‘More information required’. Complete the redemption process again, making sure all the required information has been added, including:

Participation Fee

Participation Activity

Bank Details

Declaration.

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Changing activity provider account details

Changing details on the activity provider directory If the activity provider details displayed in the directory on the department’s website have changed (for example trading name, address, phone number, website address or participation activities) you will need to complete an online activity provider update form.

The person responsible for redeeming vouchers has left the organisation and you cannot access the registered email account If the person responsible for redeeming vouchers is no longer contactable, follow the steps below to set up a personal QGrants account for the new key contact and fill in details on the online activity provider update form. The FairPlay vouchers team will link this new account to the organisation as the new contact.

1. Login to QGrants at https://qgrants.osr.qld.gov.au/portal

2. Select ‘register’

3. Follow the instructions and click ‘Register’

4. An email to activate your account will be sent to the email address you registered – click on

the activation link within the email (activation links only last for 24 hours)

As the new key contact person, you will have access to the bank account details, be able to redeem vouchers and approve new contacts for the activity provider. You will receive email notification from the FairPlay vouchers team once your new account is linked.

Changing bank account details You can update the bank details for your organisation when you redeem your next FairPlay voucher. When you progress to the ‘Bank Details’ screen select ‘Create bank details’ and enter the new bank account details. You will then be able to select this new account each time you redeem a voucher.

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Changing login email address

1. Log onto QGrants using your existing details

2. Go to the ‘Accounts’ tab

3. Under the ‘Accounts’ tab, click the ‘Change login ID and Email’ button

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4. A pop up window will appear asking for the new email address – enter it twice to confirm and hit the ‘Submit’ button

5. A second pop up appears, asking for an activation code – you obtain the activation code from the email address given in step 4

6. Check email inbox for an email from DO_NOT_REPLY@osr.qld.gov.au Note: the activation code will only be valid for 15 minutes. If the process is not completed in this time, the code will no longer work and the user must start from the beginning!

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7. Insert the code into the pop up in QGrants and hit the ‘Activate’ button

8. If successful, a pop up message confirms the email change – click the ‘Close’ button and the process is complete

9. Once the user moves from the ‘Accounts’ tab to another, the email address will change at the top of the screen

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Error messages

If the activation code expires before the user completes the pop up or the code they enter is

incorrect, the user will be presented with this error message:

Note: the letters ‘o’ and ‘I’ and numbers ‘0’ and ‘1’ have been removed from the code generator to

prevent incorrectly typed codes.

If the user elects to hit the ‘Cancel’ button, they are presented with this warning message: