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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

Visit Service NSW policy document register.

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 (02) 9219 3700 or by email at gipa@customerservice.nsw.gov.au.

Reference and description Date of decision Information available

GIPR20/170 – People Matters Employee Survey Results for Service NSW from 2017-2019 

2 June 2020 Email: gipa@customerservice.nsw.gov.au
GIPR20/395 – Information about the number of branded pens ordered by Service NSW 4 September 2020 Email: gipa@customerservice.nsw.gov.au
GIPR20/415 – Three briefs about Service NSW response to cyber incident 23 September 2020 Email: gipa@customerservice.nsw.gov.au
GIPR20/454 – Risk assessment Service NSW undertook in relation to a decision to require driving testers to wear a mask while working 16 September 2020 Email: gipa@customerservice.nsw.gov.au
GIPR21/201 – Number of COVID-19 Service NSW check-ins and business registrations 24 May 2021 Email: gipa@customerservice.nsw.gov.au
GIPR21/433 – Dine & Discover data based on industry type and LGA 8 October 2021 Email: gipa@customerservice.nsw.gov.au

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) 9219 3700 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:

Service NSW GIPA Team
Level 22 McKell Building
2-24 Rawson Place
Tel: (02) 9219 3700
Email: gipa@customerservice.nsw.gov.au

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. This fee must be paid to successfully lodge an application. You can pay by cheque, money order or EFT payment.

Please attach to the application form your cheque or money order, payable to 'Department of Customer Service'. 

EFT payment details:
Subject description: your surname – GIPA application fee
Pay: Department of Customer Service
ABN: 81 913 830 179
Bank: Westpac
BSB: 032 001
Account number: 203164

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.

Review rights

The right to information regime allows participants extensive rights of review, either as an internal review by an agency, or a review by the Information and Privacy Commission and the Administrative Decisions Tribunal. An application for internal review is $40, and must be made within 20 working days of a decision being notified to an applicant.

Applications for review to the Information and Privacy Commission and the Administrative Decisions Tribunal must be made within 40 working days of a decision being made. 

To apply for an internal review of a decision made under the GIPA Act, you can download and complete the Service NSW internal review application form ‒ PDF.

Last updated: 11 November 2022