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Accessing Service NSW information

To promote open, accountable, fair and effective government in NSW, members of the public have a right to access government information. This right is restricted only when there is an overriding public interest against disclosing the particular information.


Information on serving a subpoena on Service NSW.

What is public access to government information? 

You have the right to access certain government information under the Government Information (Public Access) Act 2009  (NSW) (GIPA Act). The objective of the GIPA Act is to make government information more accessible to the public by:

  • requiring government agencies to make certain sorts of information freely available
  • encouraging government agencies to release as much other information as possible
  • giving the public an enforceable right to make access applications for government information, and
  • restricting access to information only when there is an overriding public interest against disclosure.

Public access to the government information system is overseen by the Information and Privacy Commission.

Open access information about Service NSW

Service NSW publishes a range of open access information as required under the GIPA Act.

Policy Documents

Vendor Terms and Conditions​

Terms and Conditions for Procurement Purchase Orders with Service NSW.

Documents tabled in Parliament

Service NSW does not have any documents tabled in Parliament, except for our Annual Reports.

Register of government contracts

Certain contracts that Service NSW enters with the private sector, as well as certain tender information, is made publicly available on the Government Tenders website.

Information Guide

An ‘information guide' includes information about our structure and functions and lists the kind of information that will be made publicly available – see Service NSW's Information Guide.

Government Information (Public Access) Disclosure Log

On our Disclosure Log you will find information that Service NSW has released as a result of a request from a member of the public, a media organisation or a Member of Parliament, etc. Service NSW considers release of this information to be in the public interest and would like to give other members of the public a chance to view this information.

To obtain a copy of the below documents (where applicable), please contact the GIPA Officer on 13 77 88 or by email at

No. and Description Date of Decision Is the information available to the public?
1. Various documents relating to decision on where to locate Liverpool Service Centre 2 July 2014 Yes
2. Various documents relating to media release 6 February 2015 Yes
3. Information relating to Customer Service System Integration and Platforms 16 August 2016 Yes
4. Information relating to Service Centre Consolidation and Enhancement 23 August 2016 Yes

5. Information relating to :

  • Expenditure, funding and revenue
  • Location of Service Access points
  • Benefits realisation framework
27 March 2017 Yes

6. Information relating to:

  • Meetings between Service NSW and client agencies
  • Grade of Service NSW Digital Licence research
  • Contestable pricing model
19 May 2017 Yes

7. Information relating to:

  • Communication of the Strategic and Information Plan
  • Easy to do Business Financial Modelling
3 October 2017 Yes
8. Request for personal call recordings for a private citizen 2 January 2018 No
9. Various documents relating to the selection of the site for the Macarthur Service Centre 13 February 2018 Yes
10. Documents relating to Service NSW 137788 line wait times 16 February 2018 Yes
11. Information relating to
  • Service Centre running costs
  • Employee statistics fro Financial Year 2016-17 and 2017-18
  • Decision against having a full Service Centre at Woy Woy
23 February 2018 Yes

12. Information on:

  • Strategic Meetings attended by Senior Management with user agencies
  • Cross Project Team resourcing contract
15 May 2018 Yes
13. Request for personal call recordings for a private citizen 24 April 2018 No

14. Information relating to licence and registration renewal

18 May 2018 No

Details of information not disclosed to the public

Service NSW must keep a record of any open access information that they do not make publicly available on the basis of an overriding public interest against disclosure. The record must indicate only the general nature of the information concerned.

When we decide that particular "open access information" should not be publicly available, a record of the decision will be made public here.

How can I access information held by Service NSW?

1. Search on this website

Service NSW is a new Government agency launched on 1 July 2013, and we publish information on this website as it becomes available.

If you cannot find the information you are looking for on this website, you can call us on 13 77 88 to enquire if the information has been released by Service NSW either on this website or in another form.

2. Make an informal request

If the information you are after has not already been published by Service NSW, but is information which raises no particular concerns as to why it should be kept confidential, then Service NSW may be able to release it to you on request, without your having to make a formal application.

If you think this applies to the information you're seeking, you can call us on (02) 9619 8672 to make an informal request. We may ask you to provide details of your request in writing.

Generally, we try to release information we hold without the need for you to make a formal access application, unless there is good reason to require one.

Under the GIPA Act, however, Government agencies are not required to release information without an access application. Service NSW reserves the right to require you to lodge an access application, particularly if any of the following applies:

  • the information relates to a third party
  • there are significant public interest considerations that need to be taken into account
  • you request a large volume of information, or
  • it would take a significant amount of time to consider your request.

3. Make a formal access application

If the information you are seeking is not available on this website and is not otherwise routinely provided by Service NSW on request, then you have a right to formally apply for access to specific information.

Note: Service NSW does not hold information related to other NSW government agencies. If you wish to access information related to driver licensing and registration you should contact Transport for NSW.

You can make a formal application by downloading and completing the Government Information Access Application Form – PDF and sending it to us at the following address:

Department of Customer Service

Level 22 McKell Building

2-24 Rawson Place


Tel: (02) 9619 8672

The GIPA Act says that we are only able to accept access applications that:

  • are in writing and sent to us at the address above
  • clearly state you are requesting information under the Government Information (Public Access) Act 2009 (NSW)
  • enclose the $30 application fee
  • have a return postal address as the address for correspondence
  • include as much specific information as necessary to enable us to identify the information you are asking for.

If your application does not include these 5 things, it will be invalid and will not be processed. If that happens however, we will let you know, and help you if possible, by explaining how you can make a valid application.

Otherwise we will write to acknowledge receipt of a valid access application within 5 working days, and will deal with your application within 20 working days (subject to any extension allowed for under the Act). If any extension of time is required to deal with your application, we will let you know in writing.

Application fees and processing charges

The application fee for making an access application is $30. Processing charges can also be imposed at the rate of $30 per hour. In some circumstances an advance fee may be required. We will let you know in writing if that applies to your application.

Certain discounts may apply, including on financial hardship and public interest grounds – for more details see the Information and Privacy Commission's Fact Sheets.