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14. Support work: contact inquiries

People outside the programme can write to DFFMS through the public Contact page (/contact). The page is titled Contact DFFMS NCO. The page says it is for questions about the Special Agro-Industrial Processing Zones (SAPZ) programme, de-risking financial products, or technical portal access.

Who can do it: Platform Super Administrator only. Other staff do not see the inbox.

How an inquiry arrives

  1. The sender fills in the Contact form and sends it.
  2. The sender receives a confirmation that the message was submitted.
  3. The inquiry appears in the inbox under Contact inquiries with the status PENDING.

Before you start

  • Read the whole message. Check the sender, organisation and subject.
  • Check whether the question is about a finance matter that needs a specialist. Then bring in the right person through staff messaging (section 15).

Steps to answer an inquiry

  1. Open Contact inquiries (/admin/inquiries).
  2. Check the summary tiles. They show how many inquiries are pending and how many are resolved.
  3. Find the inquiry in Inbox submissions. The columns are Sender, Organisation, Subject, Message, Status and Received.
  4. Click the row action Reply securely. Or open View conversation to read the thread first.
  5. In Send a response, write your reply in plain words. Keep it short. Do not include passwords, codes or personal records.
  6. Send it. The reply is emailed to the sender and kept on the record.
  7. When the question is answered, click Mark resolved on the inquiry row. The status changes to RESOLVED.

Assigning inquiries. The inbox has no assign button. In the current version, the Platform Super Administrator handles all inquiries. If your team needs to share the work, agree who checks the inbox each day, and use staff messaging to hand over specific cases.

What happens next

  • The reply stays on the record.
  • The sender gets the reply by email.
  • A resolved inquiry stays in the list with its history.

Common problems

  • The sender says they got no reply. Check the reply was sent (the conversation shows it). Check the sender's spam folder. Reply again if needed.
  • The inquiry is about a case or a payment. Do not answer with case details by email. Bring in the Programme Administrator or the relevant team through staff messaging, and ask the sender to sign in to their account for case questions.
  • You need to contact a state office. Use the state coordinator's details from the stakeholder records, not personal contact information.