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GMP clearance guidance

Version 18.1, January 2019

4 January 2019

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Troubleshooting

Please see below for common issues raised. If you come across any issues, please use the troubleshooting guide below. However, if you are still unable to rectify the issue, please contact GMP clearance and include the following:

  • GMP clearance tracking number
  • Screenshot of the issue (if IT issue related)
  • Your username (if IT issue related)
Issue Suggestion

I am experiencing TBS related issues, such as:

  • I don't have administrator access to submit an application.
  • I'm not listed as a contact in the application.
  • I need to reset my password for the TGA Business Services account.

If the contact is not displayed in the drop down list, your company's TGA Business Services administrator can update these details. Refer to TGA Business Services - Questions and answers for administrators.

For TBS related issues, please contact ebs@health.gov.au for assistance.

I can't select a radio button or checkbox in the GMP clearance application form.

Please save your GMP clearance application, refresh your internet browser and try saving again.

If you are still experiencing issues, please contact GMP clearance prior to submitting the application.

I am experiencing problems when uploading evidence to the application.

Please save your GMP clearance application, close your internet browser before trying to upload the evidence again.

If you are still experiencing issues, please contact GMP clearance prior to submitting the application.

I received notification an invoice has been raised, however I cannot see it.

Please wait for 24 hours from the date GMP clearance sends you an email.

If you have not received an invoice by then, please contact GMP clearance.

I am experiencing validation errors when entering GMP clearance details for my product submission.

Please contact the relevant product regulatory area regarding the validation message shown in the respective lodgement systems.

If the selections you made result in validation issues with the regulatory submission system, you may be required to submit a variation application and pay the relevant fees.

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