Biodiversity Offsets Scheme Help Desk
Important upcoming changes to BOS Help Desk contact channels
To provide a more efficient and streamlined experience for stakeholders, we’re updating how you access support for the Biodiversity Offsets Scheme.
We’ll be retiring the BOS Help Desk phone and email channels in 2 stages:
- Phone support will close on 24 October 2025.
- Email support will close on 27 February 2026.
Moving forward, the BOS Help Desk Online Portal will be your one-stop shop for support. Through the portal, you can:
- track progress in real time – no need to follow up by phone or email
- access helpful resources and frequently asked questions (FAQs) instantly
- submit and manage requests in one place
- get faster resolutions.
We encourage you to begin using the portal now to get familiar with its features and benefits.
Contact the Biodiversity Offsets Scheme Help Desk if you need help participating in the scheme, want more details or wish to provide feedback.
Email: [email protected]
Help Desk and support team
Our team of dedicated officers manages and coordinates Biodiversity Offsets Scheme questions.
The team consults internal subject matter officers from within the Biodiversity Offsets Scheme Branch and Biodiversity Conservation Division for complex and technical enquiries.
Our team is here to help you with specific questions about the Biodiversity Offsets Scheme. We will always treat you with courtesy and respect and ask that all customers working with our team treat us with the same courtesy by email or in telephone interactions with our staff.
BOS Help Desk Online Portal
You can now submit and track your enquiries through the BOS Help Desk Online Portal.
This portal provides a streamlined way to get support, access knowledge articles, and receive updates on your enquiry.
BOS Mailbox
Email: [email protected]
- The BOS Mailbox and Portal is monitored Monday to Friday, excluding public holidays.
- Reply timings may vary based on complexity – we aim to respond within 15 business days.
- You will receive an automated email confirmation when your enquiry is logged.
- If you have a specific deadline, please outline the reasons and timeframes in your email.
Specific development details (if applicable)
- Development application (DA) or major project number (if relevant)
- Location of your proposed development site — Council area (local government area), lot/DP and address
- Any relevant advice provided on the proposed development from the council, department regional planning teams or specialist biodiversity reports.
Survey guidance references (if applicable)
- Please reference the Biodiversity Assessment Method, Threatened Biodiversity Database Collection and any specific guidance material available for the threatened species and how this has been considered
- Please provide any relevant site maps prepared to support your enquiry
- Developing survey guidance is complex and requires researching the latest science and liaising with species experts. These enquiries may take time, depending on the availability and maturity of information. We may contact you for assistance with your enquiry or to provide an update while a response is being developed
- For advice on cases where the department has not yet published an applicable survey guide, please read the Biodiversity Assessment Method Operational Manual – Stage 1 (section 4.4.4).
For technical systems support
Please provide the following as relevant:
- Biodiversity Offsets and Agreements Management System (BOAMs) parent case number
- BAM-Calculator child case number
- screenshots of any errors
- if reopening or transferring a case, please include authorisation from the case owner
- if re-opening a case, please contact your consent authority before contacting the Help Desk. Consent authorities can action this directly in Biodiversity Offsets and Agreements Management using the Send Case Back to Assessor feature.
Please see the following troubleshooting steps if you are having trouble accessing Biodiversity Offsets and Agreements Management System (BOAMS) or the BAM-Calculator case:
- use the Google Chrome web browser
- de-activate your 'pop-up blocker'. This will help to access the BAM-C from the child case
- check that you are logging into the correct Biodiversity Offsets and Agreements Management System link.
For more detailed guidance and solutions, you can also refer to the Technical Systems Troubleshooting articles available on the BOS Help Desk Online Portal.
To find specific support information for accredited assessors, local government, biodiversity assessment, maps, credit transactions and more, go to the Scheme contacts page.