Frequently Asked Questions
This page is being updated as we receive questions on Marram Online. Questions that are asked frequently and their answers appear in this section of Marram Online. Questions are grouped under subject headings:
1. Marram Online
2. Benefits & Claims
3. Take Care of Your Health
4. Holiday Homes
5. The Ballot
6. Marram Community Trust
7. Lifetime Eligibility
1. Marram Online
Marram Online FAQs
This section contains questions and answers about your use of the Marram Online system.
Q: How do I Register Online?
A: On first accessing Marram Online you will need to create a password. You can do this by clicking on Create a Password (to the right of the page) under First Time Here? You will then be led through the steps you need to take to register.
Q: I have just tried to register and it has failed? Why is that?
A: There are a number of reasons why your online registration may have failed. The most common are:
1. The data we have on our system is different to the data that you are putting in. For example, if on our system your first name is Jonathan and then you put your name down as Jon, the system may not recognise you and registration fails.
2. The submission of data information relating to member organisations. For example, Chorus and Gen-i generally fall under the umbrella of Telecom. Therefore if you are an employee of Gen-i and you input Gen-i as your organisation, the data will not match the data we hold. The website contains details of all member organisations listed.
3. If you are a new contributor, we would like to welcome you to Marram. As a new contributor, you are not able to register to use the Marram Online system until Marram has received your first contribution payment and you have been set to Active. After that time you will be able to register Online.
4. The inputting of yourself as a lifetime member when you are actually an active member and vice versa. Simply, if you are no longer an employee of a member organisation and/or no longer paying contributions you are considered a lifetime member – providing you meet the lifetime membership criteria. Please email enquiries@marram.co.nz to have a PDF of lifetime membership criteria emailed to you.
We apologise for any inconvenience and ask for your patience as we work through processing the online registration failures to make these 'live' and successful.
Q: What happens when I click on Take a Holiday?
A: By clicking on Take a Holiday you will be able to:
• view current vacancies
• book online
• view holiday homes, map directions and a brief description about the holiday area and our holiday homes.
Q: What happens when I click on Take Care of Your Health?
A: By clicking here you will be able to find out:
• about our assisted healthcare programme
• how to make a claim
• the benefits of our assisted healthcare programme.
Q: What happens when I click on About Us?
A: By clicking here you will be able to:
• find our more about Marram Community Trust and what we offer
• view the latest newsletters
• find out which organisations are members of the Marram community
• find out if you are eligible to join the Marram community.
Q: What Happens when I click on My Marram?
A: By clicking here you can:
• update your personal details such as email address or your holiday home preferences
• check your holiday home booking status
• check your claim status.
2. Benefits & Claims
Benefits and Claims FAQs
Q: I put a claim in a week or so ago, yet I have not heard anything about it. What do I need to do now?
A: You do not need to do anything about your claim. The customer services team is putting in every effort in to process claims as we know how important these are to you. Our aim is to process your claim within 10 working days. Please remember: if you do not give full details relating to your claim such as bank account details - your claim will not be processed until such time as all correct detail is on file.
3. Take Care of Your Health
Take Care of Your Health FAQs
Q: What can I claim if I have treatment by an alternative therapist?
A: As of 17 February 2009, you can claim up to $20 per visit up to 10 visits per calendar year (to a maximum of $200 per family) for alternative treatment from the following alternative specialist/specialities: osteopath, chiropractor, naturopath, dietician/nutritionist, audiologist, homeopath, psychologist, podiatrist, acupuncturist, iridologist, therapeutic massage and Chinese medicine.
Marram will not reimburse for:
• Herbal/natural remedies
• Ointments
• Therapists accessories
• X-rays performed by a chiropractor.
Q: Am I able to claim for a thin prep smear test?
A: From 1 January 2009 you are able to claim for 60% of the cost of a thin prep smear test performed at general practitioner surgeries. Please note that thin prep consultations and treatments provided by the FPA (Family Planning Association) or Fertility Specialists remain exempt.
Q: If my orthodontic treatment is ongoing, and likely to be over 3 years, am I still covered for that period?
A: All orthodontic treatment benefits paid are based on the date of the receipt only. For example, clinical notes/treatment plans are not financial documents and cannot be used as proof of payment.
Assistance is provided at 60% of the treatment fees, up to a maximum of $600 per person in total. Once the $600 maximum is reached, no further benefit can be claimed at any date in the future. There is no time limit within which the treatment must be completed.
Q: Can I claim for contact lenses or a pair of glasses if I do not have a change of vision?
A: Yes, you can claim 100% of total costs for optical assistance - up to a maximium of $250 within a two year period (per person). Please note that online or overseas purchases are not covered.
Q: Can I claim for online purchases, for example prescription medication or contact lenses?
A: Marram does not cover any online purchases as it is unable to authenticate that receipts issued for online purchases are related to Marram contributors or their dependants.
Q: What if I cannot find the coverage (eg: for a specific treatment or drug) I am looking for on your website?
A: New treatments and drugs come into circulation all the time. All benefits paid out are at the discretion of the Marram Board of Trustees. If you cannot find the information you are looking for please contact us direct by email or phone.
4. Holiday Homes
Holiday Homes FAQs
Q: Looking for an easy way to pay for your holiday online?
A: Get a Loaded card (Prepaid Visa) from New Zealand Post now and as a Marram member you will only pay a $10 application fee rather than the normal $16.50.
You can still apply for your Loaded card any time until 29 September 2009 and pay just $10 for the application fee instead of the normal $16.50. Go to www.loadedcard.co.nz click on ‘apply now’ and simply insert mrrm into the ‘promotion’ field on the first screen of the application, or let the staff member at your local Post Shop know if you apply in store. New Zealand Post will load $100 onto the card for one lucky Marram member, to be drawn from those who use a Loaded card to pay for their booking from the upcoming ballot (closing 21 September 2009).
Q: What were the terms and conditions for the Christmas Ballot Promotion?
A: The terms and conditions are as follows:
The contributor must confirm and pay for their booking before the confirmation stated date.
The prize winner will be notified by email or mail.
Q: What were the terms and conditions for the New Zealand Post Loaded Card Promotion?
A: The terms and conditions are as follows:
The contributor must pay for their Christmas Ballot booking with their Loaded Card before the confirmation stated date.
The prize winner will be notified by email or mail.
Q: When did the new pricing structure take effect?
A: The new prices commenced at 6:00 PM on Thursday 16th April 2009. Bookings made prior to 6:00 PM on Thursday 16th April 2009 are not eligible to receive the new prices.
Q: What were the terms and conditions for the March 2009 Holiday Home Survey Promotion?
A: The terms and conditions are as follows:
- The prize winner is entitled to one week's free accommodation at any one of our Marram holiday homes.
- Accommodation is only valid during our off peak season and subject to availability.
- The prize winner has one year from date of notification to make their holiday home booking.
Q: How many people does each holiday home sleep?
A: Holiday homes comfortably sleep 4 adults - however in each holiday home there is a double sofabed. As you may all be aware, sofabeds are just that and are midway between a sofa and a bed. This should always be taken into account if you have special sleeping requirements. An exception is Taupo No 2 which only has one double bed.
Q: What does the holiday home provide?
A: All holiday homes are fully furnished. You do need to bring sheets, pillow cases, towels, tea towels, toilet paper, soap, washing up liquid and cleaning supplies.
Q: What time can I arrive at the holiday home?
A: Check in time is 2 pm. and check out time is 11am. If you have booked a cleaner, check out time is 10 am. These times must be adhered to.
Q: On the previous website you could see a vacancy list that was updated every Monday to Friday? I found it really useful. Are you going to put something like that on the new website?
A: Our current website is interactive letting you book holiday homes Online 24/7. Any vacancy list is out of date the moment it is placed on the website as you can now book holiday homes day or night. The new process to look up available holiday homes has four simple steps:
1. go to our website www.marram.co.nz
2. click on Book a holiday home now – found beneath ‘Take a Holiday’
3. put in your search parameters
4. click on find
Top Tip: If you want to view all the North Island vacancies in a given period just select North Island (region) and leave the ‘area’ and ‘location’ fields blank. Follow the same process to view all South Island vacancies instead. You cannot view all of New Zealand in one search.
Q: I have put in a search for a holiday home later this year but nothing seems to come up? Why is that?
A: Depending on your search parameters it may take some time for the screen to load all available holiday homes. For example, if you searched for a holiday home over a period of four months it could take a couple of minutes before anything comes up on screen. This is because the data is being searched for and collated to show all vacant holiday homes in the time period and region you specified.
Q: Where are short stays, standard short stays and pet friendly holiday homes located?
A: Below are the locations for the short stay, standard short stays and pet friendly holiday home locations.
Short Stay Holiday Homes Include:
North Island
- Auckland Units 1 & 2
- Taupo Units 2 & 3
- Turangi Unit 1
- Mount Maunganui Unit 10
- Rotorua Unit 11
- Napier Units 1 & 2
- Palmerston North Unit 2
- Paraparumu Unit 1
- Wellington Unit 1
South Island
- Christchurch Units 1 & 2
- Queenstown Unit 1
- Queenstown East Unit 2
Standard Short Stay Holiday Homes
North Island
- Orewa Units 4 & 5
- Ohakune 1
- Ohakune 2
- Martinborough 1
- Martinborough 2
- Wanganui Unit 1
- Riversdale Beach Unit 1
South Island
- Picton Unit 1
- Picton Unit 4
- Momorangi Bay Unit 2
- Nelson Units 6 & 7
- Akaroa Unit 1
- Westport Unit 2
- Invercargill Unit 2
Pet friendly Holiday Homes
- Maraetai Beach Unit 1
- Tokomaru Bay Unit 2
- Riversdale Beach Unit 2
- New Plymouth Unit 2
- Westport Unit 1
- Invercargill 2
Q: Is there a minimum booking period of two nights for Friday and Saturday?
A: No. Short stay holiday homes are now available to be booked on a nightly basis, even at weekends.
Q: When are short stays and standard short stays available for bookings?
A: Short stay and standard short stay bookings are available to be booked six months prior to tenancy and are not included in ballots.
Q: How do I use the Attractions search feature?
A: Click 'View help related to this page' on the Current Vacancies screen for full details.
Q: How do I access the 'Things to do' information about the holiday locations?
A: Click 'View help related to this page' on the Current Vacancies screen for full details.
Q: How do I use the 'Things to do' screen when I am there?
A: Click 'View help related to this page' on that screen for full details.
5. The Ballot
The Ballot FAQs
Q: When is the next ballot?
A: See Ballot dates for your diary for details, both of ballots and periods when there will be no ballot, but homes will be released for booking online.
Q: How do I enter a ballot request online?
A: It is essential that you Send your request after setting up your locations and /or holiday homes, as unsent requests will not be processed when the ballot is run. To see instructions on completing the process, click the link near the top right corner of any ballot request screen that says "View help related to this page".
Q: I have tried for several years to get a holiday home in the summer holiday period, but I have never been successful, yet my colleagues have also tried and have been successful each year? Why does that happen?
A: There could be a number of reasons for this. For example:
1. Each ballot that is run is a separate ballot. The ballot is run by a computer programme with the individual categories assigned accordingly on a random basis. There is no provision for manual manipulation of the ballot. If you would like a PDF copy of the criteria emailed to you please click on enquiries@marram.co.nz
2. There are two weeks that are considered peak periods during the summer holidays, covering Christmas to New Year and the week after. There are also a number of hotspots. These are Mt Maunganui, Whitianga, Ohope Beach, Whangamata and Nelson. For the two weeks from 27 December 2008 to 10 January 2009 these five locations accounted for 1276 requests for the 60 available holiday homes. If you requested one of the hotspots in this peak period you are more than likely to be unsuccessful (you only had a 5% chance). On the other hand, if you requested a holiday home during a non peak period in a non hotspot you would be more likely to be successful in the ballot.
This is why we recommend that you put down several options, including less popular dates and locations, to improve your chances of success.
Q: When are the peak periods?
A: Summer and Easter remain the main peak periods. School holidays are also popular.
Q: What are the other peak weeks and hotspots?
A: Summer Holidays are always in high demand with peak demands over the Christmas/New Year weeks. Hotspots vary between summer and winter. For example:
• Queenstown, Turangi and especially Ohakune are more popular in winter
• Kaiteriteri, Mt Maunganui and Whangamata are more popular in summer.
• Taupo is popular all year round.
Q: I can't request Ohakune or Maraetai Beach in the ballot. Why is that?
A: Short stay, Standard short stay and Pet friendly homes are not selectable in the Ballot Request screens. Both Ohakune homes are standard short stay whilst the only home at Maraetai Beach is Pet Friendly, so neither location appears as a ballot request option. Short stay and standard short stay homes are not balloted.
Q: I can't request Riversdale Beach in the ballot. Why is that?
A: Up until the 19th December 2009 Riversdale Beach is a standard short stay home, so will not appear as a ballot request option. If you would like to request this home at Christmas, please complete a ballot form and post or fax to our office.
Q: No Pet friendly homes appear in the ballot request screen. Can I not stipulate that I want a Pet friendly home in the ballot?
A: Yes, you can! But we run the Pet friendly ballot manually (there are only 5 of these homes). Just email, phone or fax us your request details and we will enter you into the manual Pet friendly ballot that we draw at the same time as the main ballot.
Q: I have a Ballot Request with 0 lines showing. Why is this?
A: You have either deleted all the request lines that you had previously input, or have quit the Ballot Request process before loading any request lines. Either load one or more request lines or delete the Ballot Request. If you leave it as it is, nothing will be processed in the Ballot.
Q: I can’t alter my Ballot parameters, but want to change them. What do I do?
A: Once you start entering a Ballot Request, any change to your parameters could invalidate the selections that you have already made, so to alter the parameters you have to delete your request and
6. Marram Community Trust
Marram Community Trust FAQs
Q: When did the Post Office Welfare Trust change its name to Marram Community Trust?
A: The Post Office Welfare Trust was incorporated under the Charitable Trusts Act 1957 on the 11th day of September 1987. Its name changed to Marram Community Trust on the 23rd day of December 2008.
Marram Community Trust remains a charitable trust and a not for profit organisation serving the needs of its community. This name change recognises that Marram now has 83 member organisations as well as New Zealand Post Limited within its community.
After 1987, member organisations became:
1. New Zealand Post Ltd
2. Postbank then becoming ANZ then ANZ National Bank Limited
3. Telecom New Zealand Ltd
4. or their subsidiary and successor organisations (at the absolute discretion of the Board of Trustees).
7. Lifetime Eligibility
Lifetime Eligibility FAQs
Q: What is the current qualification for Lifetime membership?
A: Marram Community Trust Board of Trustees, at its absolute discretion, agreed the following criterion with regard to an employee’s eligibility for consideration as a Lifetime member of Marram Community Trust. This replaces all previous criteria that were in place before 11 February 2009.
- An employee must have left employment with a member organisation and had five years service with member organisations, with the last two years having made continuous contributions to Marram Community Trust.
- An exception is - if any employee has been dismissed, they are not eligible for Lifetime status.
For full details of the Lifetime eligibility criteria and to download the Lifetime Declaration form if you think you qualify, see our Forms and Downloads page.