Frequently Asked Questions
1. What is the VMS?
  • What does the VMS stand for?
    • VMS is the acronym for Valuation Management Service.
  • Who uses the VMS?
    		•
    VMS is open to all registered Lenders and Valuation Firms within Australia and New Zealand.
  • Who runs the VMS?
    		•
    Sandstone Technology runs the VMS service.
  • What does VMS do?
    		•
    VMS facilitates the ordering and management of a residential valuation request between a Lending Institution and the Valuation Community.
    The core functionality includes:

    1. Valuation request response workflow

    2. Exceptions management

    3. Management Information System (MIS)

    4. Audit and Systems controls

    5. Automated supplier invoice and payment file generation

    6. Lender customisation and configuration module

    7. Web Services

    8. Strategic Analysis

    9. Archive

    VMS is compliant to industry best practice, non proprietary, open, transparent and LIXI complaint.
    2. How do I access VMS?
  • What ways do I have of accessing VMS?
    		•
    1. A user can access by www.sandstone-vms.com.au
    2. A user can access the service by using a system to system interface (this requires your organisation to have engaged VMS Web Services).
  • Do I need any special hardware or software for internet access?
    		•
    No additional hardware or software is required, assuming you have a standard PC and standard web browser, e.g. Internet Explorer by Microsoft.
  • How do I get a user id and password?
    		•
    1. Step 1, your organisation must be a registered user.
    2. Step 2, your organisational administrator will grant you access
  • How can I get my password reset?
    		•
    1. If you are a user contact your organisational administrator.
    2. If you are the organisational administrator contact VMS support.
  • Who initially registers my Valuation Firm on to the service?
    		•
    On communication from a registered Lender that a particular Firm needs to be registered to the service, Sandstone Technology will provide
    1. Initiate formal communications
    2. The valuation firm signs and returns the ‘use agreement’
    3. An administration user id and password will be issued to the firms appointed ‘super user’
    4. The ‘super user’ sets up the firms organisational details, groups users and permission rights for their users
    3. What if I need to speak to someone about a valuation request?
  • If I have a concern or a problem regarding a request, who do I contact?
    		•
    Please contact your nominated representative at the Lending Institution that requested the valuation, the VMS support team cannot assist in these matters.
    Further examples of valuation request issues
    1. The address provided in the contact details does not match the post code.
    2. The telephone number provided by the customer for the contact details is incorrect.
    3. Can I have alternative contact names and numbers?
    4. Any incorrect details provided for the valuation request made.
    5. Delay requests or fee changes that were approved or denied.
    6. The valuation request has been cancelled even if the valuer has already done some work on it.
  • If I have a technical problem who do I contact?
    		•
    Please contact Sandstone Technology if you have a technical issue, e.g. ‘I can’t log on’ or I can’t attach a report. Please refer to the Technical Issues section of the FAQ for more details.
    4. What are the costs for using VMS?
  • Does the valuation firm have to pay for using the service?
    		•
    The Lender pays a transaction fee for using the service, and by and large there are no fees to the Valuation Firm
    1. No registration fee
    2. No set up fee
    3. No standard training fee
    4. No on going usage fee
  • What does the valuation firm have to pay for?
    		•
    The Valuation Firm has to pay for requested services over and above the standard offering which may include
    1. Web Services Consultancy (system to system interface consultancy)
    2. Addition training and advice
    3. Standard Reports and Data Extracts
    4. Additional notification services e.g. SMS
    5. Customised reporting
    5. Is the system easy to use?
  • I’m a new user to VMS. How do I find out more about using it?
    		•
    There are several ways to familiarise yourself with the VMS
    1.  A good starting place is to download and review the Valuer’s Guide or Lender’s Guide from the VMS home page
    2. Seek support from your organisation’s ‘super user’
    3.  Visit online help, which can be accessed by clicking the ‘help’ button on the top right corner of each screen. When accessed, online help provides assistance on the screen you are currently on.
  • Who sets up my agreed SLAs and fees?
    		•
    Sandstone is independent of the business relationship between the Lender and the Valuer. The Lending Institution sets up and has responsibility for the accuracy of the agreed post codes, fees and SLAs.
  • What documentation is available to the Valuer to learn how to set up the organisational details on the system?
    		•
    Please download and review the Valuer’s Starter Guide’ from the VMS home page. This will explain in detail the process of
    • Setting up groups
    • Setting up users
    • Assigning  permission rights
    • Setting of  Individual Valuer’s details
    • Setting of the Firm’s organisational details
  • What documentation is available to the Valuer to learn the system?
    		•
    Please download and review the Valuer’s Guide’ from the VMS home page. This will explain in detail the process of
    • Accepting or declining
    • Assigning
    • Completing
    • Attaching a Valuer’s report
    • Requesting a fee change
    • Requesting a delay request
    • Requesting an amendment
  • How will I know if a lender has requested a valuation?
    		•
    The service will immediately send you a new valuation task to your ‘task list’; we suggest that you log on at periods during the day to see and action the updates to your task list. You can also select to receive an email alert on certain status changes like ‘new request received from a specific Lender’ alert.
  • How does VMS improve my valuation response times?
    		•
    The service
    • Online information flows 24*7*365
    • Offers transparency and eliminates noise and finger pointing
    • Reduces errors with extensive validation rules
    • Improves workflow with comprehensive screen flow and valuation business rules
    • SLA infringement alerting and warning functionality
  • How does VMS keep the costs of valuations down?
    • Cost are reduced in the following areas,
    • Huge reduction in response errors
    • Less ‘redo’ time,
    • Reduction in manual and paper processes
    • Reduction in labour intensive manual response mechanisms
    • It eliminates faxing and re-faxing,
    • Reduction in lengthy valuation note taking,
    • Elimination of manual valuation tracking
    • Elimination of requests to invoice reconciliation processes
    • Reduction in expensive telecommunication costs
  • Can I get any printouts out of the service?
    		•
    Yes, the service allows users to print a ‘valuation summary’; it contains all the information that is available about that specific valuation that is on the service. It is useful to print out the valuation summary upon finalising a valuation.
  • The printed valuation summary doesn’t fit in the page?
    		•
    You may have to adjust your browser settings. For Internet Explorer users, left and right page margins of 2 millimetres are recommended. Go to File -> Page Setup to adjust these margins.
  • I can’t upload the valuers report?
    		•
    Three things can prevent a valuers report from being uploaded. If an upload is unsuccessful, you will receive an appropriate message depending on the cause of the error:
    1. The file size is greater than 1Mb - Reduce the file size to be less than the limit. Images could be the main culprit; reduce the size and/or quality of any images in the document by rescanning it at a lower dpi setting and try again.
    2. The file is NOT in PDF or Microsoft Word format – VMS only accepts these file formats. Save your document in one of these formats and try again.
    3. The file is a Word file containing macros – For security reasons, the VMS does not allow Word files containing macros to be uploaded. Try removing them, and try again.
  • I can’t find a valuation in the system?
    		•
    The Search function should be used (select the Search tab). If you know the loan reference or customer name for the valuation, select the appropriate field in the second drop-down list and enter this data in the text field next to it. If you know the current status of the valuation (e.g. Requested), search by this using the first drop-down list.
    If your search returned too many results, you can sort the results by clicking on the header of the column you wish to sort by. For example, clicking on ‘Address’ header sorts the results by this column.
  • Is the valuer’s signature still needed for completing valuations?
    		•
    No. Being a password protected system that enforces a precise workflow, the VMS ensures that only the assigned authorised valuer can complete a valuation request. Only when a valuation is completed is the valuer’s name and licence registration number recorded. This can be seen at the bottom of the Valuation Summary screen.
  • How do I find out who requested a valuation, or who completed it?
    		•
    The valuation history screen is useful here. Click on ‘View’, then ‘History’ on the top left of the page. For each event in the course of the valuation, the status, date and user who took action are shown, along with the due date and fee at the time.
  • How can I change the valuation due date?
    		•
    The valuation’s due date can be changed in two ways:
    1.      Through the valuation delay request process
    • The Lender can either accept the new requested due date
    • Reject the requested due date or
    • Stipulate an alternative due date
    2.      When a Full valuation goes into an inspected state, i.e. summary details have been submitted but the valuer’s report is to follow, the system adds 24 hours (or whatever is specified under the service level agreement) to the submitted time stamp and this becomes the new due date.
  • I can’t access a particular section/do a particular action, as I don’t have the permission?
    		•
    Your level of access in the VMS is determined by your manager, and should reflect your role in the company. Your manager or administrator can easily adjust these permissions, if necessary.
  • How can I amend a valuation?
    		•
    You can only amend a valuation request if you were given a token or permission by the firm administrator to amend it.
    Steps on how a firm administrator can give a token or permission to a valuer:

    1. Logon to the system as an administrator

    2. Go to the group where that valuation firm user is a member of.

    3. Check whether the group has that token or permission.

    4. If the token is not available, just add it to the list of permissions given to the group.
    6. Typical Technical Issues:
  • What about access security?
    		•
    The VMS uses standard internet technologies to provide a secure web based service. All valuation data, messages and updates are communicated and transferred between a Lending Institution and a Valuation Firm via VMS using 128-bit encryption Secure Sockets Layer (SSL) protocol.
    All users must have a user id and a strong password and all user access sessions are terminated after 20 minutes.
    All sessions are subject to audit tracking and monitoring.
  • What happens if the service fails?
    		•
    In the highly unlikely event of a complete service failure (i.e. a catastrophic event) Sandstone Technology will recover the service fully within 48 hours. During that time valuation ordering and completion will revert back to the present emailing and faxing process.
    The service has a fully redundant hardware and software standby solution in place. It is more likely that a failure will be brief and the system will be brought back up immediately in which case you will resume from where you left off.
  • What happens if I lose my internet connection, e.g. my ISP goes down?
    		•
    The system will be available but you will not be able to access it through your regular ISP. If you do not have back up Internet access you will need to advise the lender that you cannot access the system to accept a request.
  • What are the hours of service operation?
    		•
    The core hours of service will be between the hours of 6:00 am AEST to 9:00 pm AWST, seven days a week, excluding scheduled maintenance windows.
  • Who to contact in case of VMS technical problems?
    		•
    • Either email
    VMS support at vmssupport@sandstone-tech.com.au
    • Or Call
    (02) 9911 7100 and select option 4

    • Sandstone details
    Sandstone Technology Pty Ltd
    A.B.N 66 073 904 462
    Level 4, 123 Walker Street
    North Sydney NSW 2060
    AUSTRALIA
    Postal Address:
    P O Box 2011
    North Sydney NSW 2059
    AUSTRALIA
    Ph: +61 (0)2 9911 7100
    Fax: +61 (0)2 9955 3788
     
    7. Helpful tips on how to resolve logon problems.
  • What will I do if I am having problems accessing the VMS main page (e.g. Page cannot be displayed error)?
    		•
    1. Check if you have an internet connection.
    2. If you do not have an internet connection, contact your network administrator.
    3. If you do have an internet connection, try to browse other sites.
    4. If you can’t access any other internet site, contact your network administrator to verify if there is a firewall issue or anything that prevents you from browsing.>
    5. If you are able to browse other internet sites but you can’t access the VMS main page, clear your temporary internet files or cache and try to access it again.
    6. If all of the earlier procedures fail, please contact vmssupport@sandstone-tech.com.au
  • Instructions on how to clear your browser’s cache:
    		•
    Cache or temporary internet files - The files and graphics saved locally from web sites you have previously visited.
    The Temporary Internet Files folder is the location on your hard drive where web pages and files (such as graphics) are stored as you view them. This speeds up the display of pages you frequently visit or have already seen, because the browser can open them from your hard drive instead of from the web.
    Steps on how to clear the browser’s cache:
    Microsoft Internet Explorer 5.0
    1. Click Start, select Settings and Control Panel.
    2. Double-click Internet Options to open Internet Properties.
    3. Click the General tab.
    4. Click Delete Files.
    5. Click OK on the Delete Files dialog box.
    6. Click OK.
    ----------------------------------------------------------------------------------------------

    Microsoft Internet Explorer 6.0
    1. Click Start, select Settings and Control Panel.
    2. Double-click Internet Options to open Internet Properties.
    3. Click the General tab.
    4. Click Delete Files.
      NOTE: Do not select Delete Cookies. Delete Files removes all the cookies stored on the computer.
    5. Click OK on the Delete Files dialog box.
    6. Click OK.
    ----------------------------------------------------------------------------------------------

    Netscape Communicator / Navigator 4.0, 6.0, 7.0
    1. Click Edit and select Preferences on the Netscape menu bar.
    2. Click Advanced.
    3. Click Cache.
    4. Click the Clear Memory Cache button.
    5. Click the Clear Disk Cache button.
    6. Click OK.
    ----------------------------------------------------------------------------------------------

    Firefox
    1. Click Tools and select Options on the Mozilla Firefox menu bar.
    2. Click the Privacy Icon on the Option menu bar to open the Privacy Properties.
    3. Click the Clear button across from the Cache option.
    4. Click Ok to return to the browser main page.
    5. Exit and relaunch the browser.
    ----------------------------------------------------------------------------------------------

    Microsoft Internet Explorer 4.0, 4.01, 4.5, and 5.0 for Macintosh
    1. Click on Edit and select Preferences on the Internet Explorer menu bar.
    2. Click the arrow beside Web Browser.
    3. Click Advanced.
    4. Then click Empty Now.
    ----------------------------------------------------------------------------------------------

    America Online 5.0 (32 bit)
    1. Click Start, select Settings and Control Panel.
    2. Double-click Internet Options to open Internet Properties.
    3. Click the General Tab.
    4. Click Delete Files.
    5. Click OK.
    ----------------------------------------------------------------------------------------------

    America Online 6.0, 7.0, 8.0 & 9.0
    1. Click Start, select Settings and Control Panel.
    2. Double-click Internet Options to open Internet Properties.
    3. Click Delete Files.
    4. Click OK.
  • Reminders on how to resolve logon problems due to password failure:
    		•
    • Make sure you have entered your user id correctly first.
    • Make sure that you are trying to enter the correct password.
    • Passwords can be alphanumeric and are case sensitive so be sure to check that the Caps Lock key is not enabled.
    • After 3 consecutive attempts to enter the wrong password, the system automatically suspends the user account for security purposes.
    • If a user account gets suspended, only the Lending Institution/Valuation Firm administrator can reset the password of that account.
    • If the Lending Institution/Valuation Firm administrator account gets suspended, please contact vmssupport@sandstone-tech.com.au for the password to be reset.
  • Guide on how to make VMS the default home page of your browser.
    		•
    If you are using Internet Explorer 6.0, Netscape 7.0 or Mozilla Firefox 1.0.7, you can follow the procedures below:
    For Internet Explorer 6.0 and higher
    1. Launch your internet browser.
    2. Type the VMS homepage (http://www.sandstone-vms.com.au) on the address field of your   browser.

    3. Click "Tools" from the upper portion of the browser.

    4. Select "Internet Options" from the drop-down list.

    5. Select the General tab.

    6. Under home page category, click on "Use Current" button.

    7. Click the "OK" button.

    or

    1. Launch your internet browser.

    2. Click "Tools" from the upper portion of the browser.

    3. Select "Internet Options" from the drop-down list.

    4. Select the General tab.

    5. Under home page category, type the VMS homepage (http://www.sandstone-vms.com.au) on the address field provided.

    6. Click the "OK" button.

    For Mozilla Firefox 1.0.7 and higher

    1. Launch your internet browser.

    2. Type the VMS homepage (http://www.sandstone-vms.com.au) on the address field of your   browser.

    3. Click on Tools on the upper portion of the browser.

    4. Select "Options" from the drop-down list.

    5. Select the General category on the left side of the options screen.

    6. Under home page category, click on "Use Current Page" button.

    7. Click the "OK" button.

    or

    1. Launch your internet browser.

    2. Click "Tools" from the upper portion of the browser.

    3. Select "Options" from the drop-down list.

    4. Select the General tab.

    5. Under home page category, type the VMS homepage (http://www.sandstone-vms.com.au) on the address field provided.

    6. Click the "OK" button.

    For Netscape 7.0 and higher

    1. Launch your internet browser.

    2. Type the VMS homepage (http://www.sandstone-vms.com.au) on the address field of your   browser.

    3. Click on Tools on the upper portion of the browser.

    4. Select "Options" from the drop-down list.

    5. Select the General category on the left side of the options screen.

    6. Under home page category, click on "Use Current Page" button.

    7. Click the "OK" button.

    or

    1. Launch your internet browser.

    2. Click "Tools" from the upper portion of the browser.

    3. Select "Options" from the drop-down list.

    4. Select the General tab.

    5. Under home page category, type the VMS homepage (http://www.sandstone-vms.com.au on the address field provided.

    6. Click the "OK" button.