Accommodation services

Accommodation and Library Services (ALS) delivers a full range of accommodation strategies and services for Victorian Government leased and owned properties.

Quick links

Facilities maintenance service requests have transitioned to a new service provider

The Victorian Government’s facilities maintenance service provider has transitioned from JLL to BGIS. Submit your facilities maintenance requests through the new system, BGIS Connect. BGIS Connect user guides and FAQs are available on the Accommodation Services page. For emergency and critical requests, contact the Accommodation Services helpdesk on 1800 742 733.

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Facilities management

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What we do

ALS offers a comprehensive office property management service for managing and maintaining Victorian government-owned and leased buildings through its 24 hour / 7 day a week service. This includes a central help desk (online and call centre service) for reporting building faults and property service requests.

Clients can log and track their facility maintenance requests online in real-time. All non-priority facilities jobs can be logged using BGIS Connect. You must contact the help desk on 1800 742 733 either if you have any urgent repairs or to make the area safe in case of an emergency.

Facilities management and maintenance services (FM) include:

general repairs and maintenance
heating, ventilation, and air conditioning (HVAC) services
electrical services
fire services
plumbing services
lift services
cleaning services
waste management (including secure waste)
pest control

I need something fixed at the office

If you need something fixed or maintained at your office space, you can log and track your facilities maintenance requests online. Please follow your internal processes regarding logging facilities management.

All non-urgent jobs must be logged using BGIS Connect.

For help, please refer toBGIS Connect FAQs.

I need to raise an emergency or critical facility management request

To ensure safety in an emergency, always call 000 for the relevant emergency service first.

For any emergency or critical issues, major operational or service interruptions, Victorian Government clients should always contact the ALS Helpdesk by phone on 1800 742 733.

I want to know how to use BGIS Connect to log a maintenance request online

Training resources

To learn how to register and log work orders, please use these guides :

Facilities management BGIS Connect new user guide PDF 322.92 KB (opens in a new window)

BGIS Connect-troubleshooting guide PDF 284.9 KB (opens in a new window)

BGIS Connect-pre -registered user guide PDF 229.58 KB (opens in a new window)

BGIS Connect how to log and track service requests guide PDF 770.75 KB (opens in a new window)

I want to know how long my service request will take

Each service request is given a priority allocation as follows:

Level of priority	Definition	Response time	Completion time	Examples
P1 Emergency Critical Sites	An event that may cause major property damage, is life threatening or causes a significant interruption to business.	1 Hour	4 Hours	Person trapped in lift Sewage leakage Major water leak Loss of power or water HVAC failure Air conditioner adjustments for VIPS or OHS Major security threat Lights out with OHS risk (flickering, no access to areas due to lighting etc) Damage to property which may cause serious injury to staff or customers
P1 Emergency Normal Sites		1 Hour	8 Hours
P2 High Critical Sites	Issues that significantly reduce or impact operational efficiency or comfort and / or may cause property damage or injury.	4 Hours	12 Hours	Lights out with OHS risk Cleaning if OHS risk Lift breakdown Broken glass Plumbing leaks Locks / keys (security issue) Roof leaks Issues impacting security of site Issues with OHS risks
P2 High Normal Site		8 Hours	24 Hours
P3 - Medium	Issue that partially reduce or impact operational efficiency or comfort and / or may cause property damage	2 Business Days	4 Business Days	Boiling water unit not working Appliance repair – need to qualify Air conditioning adjustments Waste removal
P4 - Low	Requests for new items, minor annoyances and maintenance.	10 Business Days	11 Business Days	Waste removal Pest control – non-urgent Slow leaks – plumbing Grounds maintenance

I want to talk to someone about my facilities service request

For site-specific queries, please speak to your nominated BGIS Site Facilities Manager (FM). Refer to the Facilities Manager listed in the service request notification email received from customer.service@apac.bgis.com.

I want to provide feedback about my service request

You can provide feedback by any of the following methods:

Call 1800 742 733, option 1
Use BGIS Connect
Fill in the feedback survey link

I want to raise a complaint

If you are not satisfied with the standard of Facilities Management services, or if you have an issue with a service request, you can lodge a formal complaint through one of the following channels.

By the phone

You can contact the Helpdesk on 1800 742 733. Raise a complaint online
Open BGIS Connect
Provide details of your complaint
If your complaint relates to a specific service request, include the service request number to help us provide a more focused and efficient response. For general complaints not related to a service request, please complete the Complaints form.

I want to notify that a closed service request still requires action

If your service request has been closed and you believe it still requires action, please notify BGIS on 1800 742 733.

I want to use BGIS Connect on my mobile or tablet device

BGIS Connect is web-based and is mobile-friendly. The page will fit to the screen of whichever device you are using.

I want to download Accommodation Services helpdesk poster to use in my building

We have an Accommodation Services helpdesk poster available for download and placement in ALS-managed buildings. This poster provides contact details for logging service requests and QR code to submit your feedback.

BGIS Service request poster PDF 1.93 MB (opens in a new window)

Accommodation security planning and maintenance

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What we do

ALS provides security planning, security assessment and advisory services for its clients as occupants in owned and leased Victorian Government properties.

Accommodation security planning is offered as either a discrete service line or integrated as part of ALS general space management planning and solutions.

This is delivered in line with ALS accommodation security policies and procedures to ensure a consistent and effective WoVG approach to accommodation security.

I want to request a security pass to the building

To obtain an access card to your building, please enquire through the following channels:

the on-site security
human resources
your designated facilities person within your unit or department. Specific application requirements and approval processes will be determined by your department and/or building location.

We encourage you to speak with your line manager in the first instance, who should be able to assist.

I want to discuss our security management requirements

Please complete the Enquiry form first, and a member of the ALS accommodation security team will assist you with your request.

Space management planning

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What we do

Accommodation advisory and planning

Developing and delivering fit for purpose client accommodation solutions consistent with WoVG accommodation objectives, policies and standards to meet approved and budgeted client business requirements.

Real Estate management

All real estate and leasing activities required to support the implementation of accommodation advisory and solutions for clients.

Car park management

ALS procures car parking for its clients as occupants in owned and leased Victorian Government properties in line with WoVG policies.

I want to plan or change my office space

In the first instance, the ALS Accommodation services team will:

discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regularly scheduled meetings
initiate ALS services based on agreed client accommodation plans For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

ALS-New requirements form Word 281.29 KB (opens in a new window)

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

I want to get help with finding new office accommodation

In the first instance, the ALS Accommodation services team will:

discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regularly scheduled meetings
initiate ALS services based on agreed client accommodation plans For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

ALS-New requirements form Word 281.29 KB (opens in a new window)

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

Office relocations

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What we do

ALS coordinates the logistics of office moves and relocations for occupants in owned and leased Victorian Government properties.

ALS will help to:

review relocation requests against agreed client accommodation solutions or WoVG accommodation strategy.
assess the move request to determine the scope and engage the relocation contractor
manage the contractor delivery Please note ALS is not responsible for ICT arrangements but can work with client-nominated providers to ensure a coordinated approach to moves and changes.

I want to get help with my office relocation

In the first instance, the ALS Accommodation services team will:

discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regular Accommodation services meetings
initiate ALS services based on agreed client accommodation plans For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au.

ALS-New requirements form Word 281.29 KB (opens in a new window)

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

Space management fit-out

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What we do

ALS delivers end to end accommodation project management related to works and fit-outs in client occupancies.

These services are considered and delivered within the context of broader WoVG accommodation plans, policies, and priorities.

The scope does not include ICT management or internal change/ communication management with impacted stakeholders. However, ALS will engage with relevant parties to support integrated and coordinated project implementation.

Services include:

program/project planning and budgeting advice
concept development, establishing the program team, establishing the governance arrangements, engaging contractors, managing construction
governance of all works programs
procurement of project management services
compliance with regulatory requirements, government policies, standards, and office accommodation guidelines, WoVG office accommodation security management framework and sustainability targets.

I want to request a new space management fit-out program

In the first instance, the ALS Accommodation services team will:

discuss current and emerging accommodation requirements with the department/agency Corporate Executive Director or equivalent through regular Accommodation services meetings
initiate ALS services based on agreed client accommodation plans For new or urgent requirements that are not already covered by the approved client accommodation plan, please complete the New Requirement Request form, including approval by the nominated Corporate Executive Director and email it to ACLSstrategy@dgs.vic.gov.au

ALS-New requirements form Word 281.29 KB (opens in a new window)

If unsure, please contact your department/agency ALS Senior Relationship Manager, or log a request via the Enquiry form.

Centralised Accommodation Management (CAM)

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What we do

ALS delivers end-to-end accommodation project management related to works and fit-outs in client occupancies.

These services are considered and delivered within the context of broader WoVG accommodation plans, policies, and priorities.

Services include:

program/project planning and budgeting advice
concept development, establishing the program team, establishing the governance arrangements, engaging contractors, managing construction
governance of all work programs
procurement of project management services
compliance with regulatory requirements, government policies, standards, and office accommodation guidelines, WoVG office accommodation security management framework and sustainability targets.

What is CAM?

The Centralised Accommodation Management (CAM) is a Victorian Government Budget Savings initiative that came into effect from 1 July 2019.

Under CAM, ALS is responsible for developing the whole of Victorian Government (WoVG) (ALS-managed accommodation portfolio) office accommodation strategies that meet department and ALS client agency office workspace business needs, while supporting the realisation of Victorian Government priorities and policies, including:

Victorian Public Service (VPS) operating efficiencies and savings
sustainability targets
hybrid and flexible working
safe and inclusive workplaces. Under CAM, ALS exclusively delivers all related accommodation management services to departments and other ALS client agencies to support the achievement of these priorities. These accommodation services include office space planning and strategies, leasing, facilities management, fit-out projects and building security services.

CAM benefits

The centralised accommodation management approach helps ALS to achieve its vision to support the Victorian Public Service (VPS) to do its best work to serve the people of Victoria by:

supporting a strategic and coordinated approach to planning and managing accommodation strategies that deliver operating efficiencies and savings, and other government targets
negotiating leasing and procurements that achieve better value across the portfolio through economies of scale
promoting greater consistency, equity of amenity in office accommodation standards across the portfolio that incorporates hybrid and flexible working considerations and safe and inclusive workplaces
providing better oversight and management of the property portfolio and its assets
reducing duplication of efforts for managing accommodation so departments and agencies can focus on their core business.

Working in government

Updated 2 April 2026

View BGIS Connect – frequently asked questions

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Accommodation services

Quick links

Facilities maintenance service requests have transitioned to a new service provider

On this page

Facilities management

Training resources

Accommodation security planning and maintenance

Space management planning

Accommodation advisory and planning

Real Estate management

Car park management

Office relocations

Space management fit-out

Centralised Accommodation Management (CAM)

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Working in the Victorian Government

Accommodation services

Quick links

Facilities maintenance service requests have transitioned to a new service provider

On this page

Facilities management

Training resources

Accommodation security planning and maintenance

Space management planning

Accommodation advisory and planning

Real Estate management

Car park management

Office relocations

Space management fit-out

Centralised Accommodation Management (CAM)

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