Respectful behaviour
Most customers behave respectfully when engaging with Service NSW. In a small number of cases, customers may behave in ways that are difficult to manage, despite our efforts to assist. Our teams and customers all deserve to feel safe and to be treated with respect.
Respectful behaviour includes all of the following:
- treating us and other customers as you would like us to treat you
- explaining what you need without yelling, threatening or abusing our staff
- listening to our staff so they can help you
- not filming, recording or photographing our staff without their consent.
Unreasonable customer behaviour
Unreasonable customer behaviour is any behaviour by a customer that raises health, safety, resource, or equity issues for our organisation, our staff, or customers. This may be due to the nature, severity, or frequency of the behaviour.
Abusive, aggressive or threatening behaviour will not be tolerated.
If you’re aggressive, we may ask you to leave our premises or end a phone call with you.
If you’re violent or make a threat of violence, we’ll call the police.
If your behaviour has made our staff feel unsafe, we may issue you with a warning or in some cases impose restrictions on your future interactions with Service NSW.
Misuse of products and services
Service NSW does not tolerate or condone the misuse of products and services to perpetrate domestic and family violence. This includes actions taken to control, harm or intimidate another person.
Where misuse is identified, Service NSW may:
- take administrative action, including limiting access to services
- refer the matter to the relevant partner agencies for review
- refer the matter for investigation or enforcement, including to law enforcement agencies.
We are committed to supporting customers who may be experiencing domestic and family violence. If additional support or resources are required, visit Domestic and Family Violence.
Warning letters
Warning letters inform customers that their behaviour is unreasonable and the potential consequences.
Restriction letters
Restriction letters direct individuals not to attend or contact Service NSW without prior written approval from an authorised Service NSW Officer.
Removing your restriction
Restrictions remain in force until withdrawn in writing by an authorised Service NSW Officer.
Customer complaints
Our customer complaints process explains how we manage feedback. For more information, refer to Customer complaints.