Service NSW Information Guide

Agency Information Guide – last reviewed August 2026

The Government Information (Public Access) Act 2009 (NSW) (GIPA Act) gives citizens an enforceable right to access government information unless there is an overriding public interest against disclosure. To assist the public, each agency publishes a guide to the information held and how to access it.

Service NSW is committed to ensuring that citizens can access information about us easily and at the lowest reasonable cost. The following is the Service NSW Agency Information Guide (AIG). It outlines who we are, what we do, the information we make available, and how you can access it.
The purpose of this Service NSW AIG is to provide general information on the:

structure and functions of Service NSW
ways in which the functions of Service NSW, including the decision-making functions, affect members of the public
specific arrangements in place to enable members of the public to participate in the formulation of Service NSW policy and the exercise of Service NSW functions
kinds of government information held by Service NSW
kinds of government information held by Service NSW that we make publicly available
how Service NSW makes or will make government information publicly available
kinds of information that are (or will be) made publicly available free of charge and those for which a charge is (or will be) imposed.

Where appropriate we have provided links to documents, reports, data and other information throughout this AIG.

This AIG is reviewed regularly and at least every 12 months.

About us

Service NSW is a NSW Government executive agency related to the Department of Customer Service (DCS). We deliver one-stop-shop services for our customers, business and our partner agencies.

Our executive – organisation chart

Service NSW organisation chart as at August 2026

Structure and functions

Our organisational structure includes eight core divisions. As a service provider, most of our activities have a direct impact on the public. The table below outlines our core functions and how they affect the public.

Function	Description
Office of the Managing Director	The Office of the Managing Director leads Service NSW’s strategic direction to ensure the delivery of timely, integrated and cost-effective transactional service delivery to customers and businesses and meet the NSW Government’s commitment to simplify customer access to government services. This affects the public as it influences the way our customers access government services.
Enterprise Risk and Enablement	Enterprise Risk and Enablement (ERE) provide essential services and expert advice that underpin the safe, compliant and effective operation of Service NSW. Acting as a central enabling function, ERE works across all divisions to support organisational performance, mitigate risk, and ensure delivery of high-integrity services to customers and the community. ERE delivers a wide range of support across governance, risk, compliance, safety, procurement, privacy, data, fraud prevention, grants management, customer resolution, training, leadership development and internal engagement. Together, these functions strengthen operational resilience, support strategic decision-making, and build capability across the organisation.
Customer care and Business Bureau	Service NSW Customer Care and Business Bureau provide assistance to small businesses in NSW, supporting approximately 21,760 small business customers whilst building the foundations for its customer care offering for individuals. The Business Bureau continue to play a pivotal role in supporting small businesses across NSW, delivering personalised services, digital tools and practical reforms to help businesses start, grow and thrive.
Partnerships, Projects and Insights	The Partnerships, Projects and Insights team collaborated with 54 agencies – primarily across government – to drive transformation and deliver trusted, inclusive and convenient services to customers across NSW. A key focus of the team is enabling one-stop access to government services, underpinned by strong project governance, clear accountability, and a commitment to continuous improvement. PPI actively track and report on customer satisfaction, service performance, and project progress to ensure outcomes remain aligned with community needs and expectations. PPI maintain a strong emphasis on expanding the number of services available digitally, making it easier for customers to complete essential transactions without needing to visit a Service Centre.
Digital Services	Digital Services drives the global standard in customer service and digital excellence and is responsible for end-to-end digital customer experiences, including by powering the Service NSW website and mobile app, and continually developing innovative new digital experiences for customers. Digital Services deliver a range of digital transformation initiatives, reinforcing SNSW commitment to making NSW Government services more accessible, secure and integrated. These efforts were driven by customer-centric design, digital inclusion, and operational excellence across SNSW platforms.
Service Delivery – Frontline Channels	Service NSW frontline teams process customer transactions relating to more than 800 services through phone or face-to-face interactions at more than 150 points of presence across regional, remote, and metropolitan NSW. This is our key customer-facing function, where we support customers who choose to interact directly with our service staff.
Cyber Security	Cyber Security ensures the cyber and physical security of all aspects of Service NSW’s business, to deliver on the trust held by customers, teams and government. Protecting our customers’ data and ensuring the security of digital services remains a core priority for Service NSW. Service NSW remains committed to continuous cyber security uplift, ensuring we meet the highest protection standards and maintain trust with our customers and communities.

The Service NSW team delivers on the NSW Premier’s Priorities and NSW State Priorities of improving government services, providing better government digital services, making it easier to do business and driving public sector diversity. We do this by:

providing a customer-centric service for the NSW Government through a single point of contact
transforming our customers’ digital experience with government
expanding access to face-to-face services across metropolitan and regional NSW
supporting our people who help customers across NSW every day
building awareness of the services we offer and the brand we proudly stand behind.

Our omnichannel approach of face-to-face, phone and online services provide our customers with choice.

We are a 'Network Leader' through the provision of the MyServiceNSW Account and as the single front door for government services. We lead 'Service Delivery and Reform' through our Service NSW omnichannel and Service NSW Business Bureau.

For more information about Service NSW and its structure, refer to our About us section.

Our Annual Report contains further information about the operations and financial affairs of Service NSW.

Information about the Department of Customer Service’s current structure and functions is available in the DCS Agency Information Guide.

Functions provided by legislation

Service NSW’s authorising legislation is the Service NSW (One-stop Access to Government Services) Act 2013, which came into effect on 21 June 2013.

Section 4(c) of the Service NSW (One-stop Access to Government Services) Act 2013 outlines that Service NSW can be directed by the Minister to perform any other functions relating to the delivery of government services to the people of New South Wales. This covers additional functions that include but are not limited to:

issuing vouchers, grants and rebates to stimulate the economy and assist in the recovery from events such as natural disasters
delivering the Tell Your Story Once project to make it easier for people who have been impacted by a disaster in NSW to apply for and access government and non-government support and assistance
enabling people to use their MyServiceNSW Account or credentials to streamline accessing other NSW Government services, prove their identity and receive notifications about services from their account
undertaking fraud prevention, detection and investigative activities to assess the integrity of personal information provided by individuals in relation to MyServiceNSW accounts and applications for grants, rebates or other benefits administered by Service NSW
delivering a digital proof of identity pilot.

To request further details about current Ministerial Directions, please contact gipa@customerservice.nsw.gov.au.

Service channels

Service NSW offers a broad range of NSW Government services and transactions through:

an easy-to-use, accessible, customer friendly website
service centres with extended opening hours
a telephone service (13 77 88) answered by Service NSW staff.

Services offered

Currently Service NSW provides transactions on behalf of government agencies including:

Some of the services include:

Service NSW also offers services through the Service NSW app which provides a common platform for citizens to perform typical transactions such as renewing and checking licences and registrations, claiming vouchers and rebates, as well as accessing personalised information such as demerit points and toll expenditure.

More services are regularly being added to build Service NSW into a complete, one-stop government service delivery model.

For information on fees and charges Service NSW may impose regarding the above transactions please contact Service NSW on 13 77 88 as fees are subject to change.

Digital Processing Systems

Service NSW has adopted the use of digital processing systems. Digital processing systems are a computerised technology that assist with certain administration processes.

Digital processing systems can assist grants administration and application processing in several ways. For example, they can:

process an application
recommend a decision to the decision-maker
guide a user through relevant facts, legislation and policy, closing off irrelevant paths as they go
have capabilities as decision-support systems, providing useful commentary for the decision-maker at relevant points in the decision-making process
be used as a self-assessment tool for individuals, providing preliminary support for internal decision-makers.

Information about some of the digital processing systems adopted by Service NSW is provided in the table below.

Processing System Name	Technology	Description
Savings Finder	Structured decision-making tool Geo-location tool Recommender systems	A digital tool to help individuals and businesses find benefits from across government based on their situation, eligibility and needs. The tool does not actively recommend a specific option but helps in transparent discovery of benefits and savings through government programs.
Early Childhood Education Finder	Structured decision-making tool Geo-location tool Recommender systems	In partnership with the NSW Department of Education, Service NSW has created a tool that allows parents and guardians to find and select early childhood education providers that are right for their needs and requirements by taking into account the provider’s hours of operation, locations, availability, National Quality Standard (NQS) rating, transport options, and distance to a selected address.
Before & After School Care Finder	Structured decision-making tool Geo-location tool Recommender systems	In partnership with the NSW Department of Education, Service NSW has created a tool for parents and guardians to find and select before and after school care providers that are right for their needs and requirements by taking into account the provider’s hours of operation, locations, availability, NQS rating, transport options, and distance to the child's school.
Vacation Care Finder	Structured decision-making tool Geo-location tool Recommender systems	In partnership with the NSW Department of Education, Service NSW has created a tool for parents and guardians to find and select vacation care providers that are right for their needs and requirements by taking into account the provider’s hours of operation, locations, availability, NQS rating, transport options, and distance to a selected address.
Eva Conversational AI	Natural Language Processing Recommender systems	Eva is Service NSW's Generative AI service and platform that enables NSW Government departments and agencies to deliver NSW residents, businesses, and front-line employees personalised information, advice, and services through a large language model designed to understand and respond to natural language input.
Life Journeys	Structured decision-making tool Recommender systems	In partnership with the Department of Customer Service, Service NSW has created a tool that brings advice, information, and services from the public sector, private sector, and NGOs to NSW residents based on the life journey stages they are on. This provides NSW residents an end-to-end source of advice, information and services – not just related to their engagements with government.
Toll Relief Rebate	Structured decision-making tool Recommender systems	In partnership with Transport for NSW, Service NSW has developed a transaction in which motorists can claim back parts of their toll spend. Eligibility is based on the eligibility criteria set out in the policy.
Seniors Energy Rebate	Structured decision-making tool Recommender systems	In partnership with the Office of Energy and Climate Change, Service NSW has developed a transaction that allows households to receive a $250 rebate. Eligibility is based on the eligibility criteria set out in the policy and each application is manually assessed.
Active and Creative Kids	Structured decision-making tool Recommender systems	In partnership with the Office of Sport, Service NSW has created a transaction in which parents can apply for Active and Creative Kids vouchers for their children/dependants. Eligibility is based on applicant's Family Tax Benefit status and other factors, and is digitally processed by a system designed by the Service NSW product team.
Pre-IVF fertility testing rebate	Structured decision-making tool Recommender systems	In partnership with NSW Health, Service NSW has developed a transaction that allows users to apply for a rebate of $500 for out-of-pocket expenses related to pre-IVF fertility testing. Eligibility is based on the eligibility criteria set out in the policy and each application is manually assessed.
Fertility Treatment Rebate	Structured decision-making tool Recommender systems	In partnership with NSW Health, Service NSW has developed a transaction that allows users to apply for a rebate designed to help with the costs of IVF and other Assisted Reproductive Technology treatments. Eligibility is based on the eligibility criteria set out in the policy and each application is manually assessed.

Our Code of Ethics and Conduct

As a service provider for the NSW Government, individuals across NSW are affected by how we perform our functions. Service NSW employees are required to act in the public interest and are bound by the values described in our Code of Ethics and Conduct, being Passion, Teamwork, Accountability, Service, Integrity and Trust.

To ensure everyone understands and stays up to date with the Code, employees are required to make an annual declaration.

How the public can participate in what we do

Service NSW has a number of ways you can participate in what we do. We welcome your feedback, questions, comments and complaints. We keep customers at the heart of what we do, and use your feedback to improve what we do and how we do it.

You can contact us by our online feedback form or calling 13 77 88. You can also provide feedback in-person at a service centre.

We also seek public participation and feedback about our functions and policy development through formal feedback channels such as the NSW Government Have Your Say portal.

Subscription to our content

Service NSW advertises and promotes public participation in current policy development, review, and reform processes. The best way to participate is to subscribe to our mailing lists, newsletters, and social media pages, available at the following links:

Complaints

Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint, we would like to assure you that we will act in an open and honest manner, and within clear timeframes. For more information about our complaints handling process, please refer to Customer complaints.

Information access

Service NSW keep records associated with our core functions. These involve regulation and the provision of services. While performing our core functions, Service NSW may collect, store, use and disclose personal information of members of the public in accordance with the Privacy and Personal Information Protection Act 1998 (PPIP Act).

You can browse our privacy statements and collection notices for individual Service NSW products and services.

What kinds of government information does Service NSW hold

We hold a range of information including:

financial records: journals, reconciliation, bank statements, treasury management system computer reports, budgets, invoices, and purchase orders
customer records: records of customers’ interactions with Service NSW including through its physical service centres, call centres, and digital services
service partnership agreements: legal agreements setting out the terms and conditions of agencies’ arrangements with Service NSW
personnel records: employee remuneration, performance appraisal and recruitment records
executive records: executive and other committee minutes and correspondence
human resource management records: relating to human resource management policies and practices
information technology records
media releases, news clippings, marketing collateral, brand guidelines and presentations
policy and procedural manuals: documenting Service NSW policies and operational procedures
performance dashboard and statistics.

What kind of government information is made available to the public and how

We make information available under the GIPA Act in four ways:

open access information
proactive release of information
informal access
formal access.

Open access information

Our website includes a large volume of material that covers many policies and projects. We try to release as much government information as possible through our website or by request to gipa@customerservice.nsw.gov.au.

Under the GIPA Act, we are required to make certain information available, free of charge. This is called "open access information" and includes:

Our disclosure log is a record of information that Service NSW has released under the GIPA Act that we consider may be of interest to other members of the public. The Disclosure Log provides details about how information released through GIPA can be accessed. This log is regularly updated as Service NSW releases additional information under the GIPA Act.

If you have difficulties locating information or you feel certain information should be made available free of charge, please contact our GIPA Hotline on 02 9219 3700 or email gipa@customerservice.nsw.gov.au.

Proactive release and Open Data Policy

Service NSW’s program for the proactive release of information involves analysing data collected on requests for information under the GIPA Act over the financial year, considering the kinds of government information held by the agency that may be suitable for proactive release, and asking divisions and branches to consider information relevant to the agency that we want the public to know about and in accordance with the DCS Proactive Release of Government Information Policy.

Our open data practice is aligned to the NSW Government Open Data Policy and seeks to make appropriate government data available to industry and the community. Open data supports the open government principles of transparency, participation, collaboration and innovation. It augments the proactive release of information required under the GIPA Act. A range of open Service NSW data is available via Data NSW website.

Service NSW also proactively publishes a range of information and statistics on its performance dashboard.

Information available on informal request

The GIPA Act authorises the release of government information in response to an informal request unless there is an overriding public interest against disclosure (section 8 of the GIPA Act).

If we have not freely published the information you seek as “open access information”, we may be able to release it to you without the need for a formal access application. We generally provide the following types of information in response to an informal request:

your personal information
copies of correspondence sent to us by you
applications and supporting documents sent to us by you
customer transaction database notes that contain only personal information about you
documents that may have already been made public in some other way
information that would not raise any potential public interest or privacy concerns.

This form of release does not require a fee or an application form. Information may be released with deletions, released subject to reasonable conditions, or released in a preferred form. We may impose conditions on the use or disclosure of information that is released in response to an informal request.

If you would like to make an informal request for information, please email gipa@customerservice.nsw.gov.au

Formal access applications for access to Service NSW information

If the information you are looking for is not published by us or available by informal request, you may wish to make a formal access application in writing under the GIPA Act. Access applications are subject to application fees and processing charges. We will not release information if there is an overriding public interest against its disclosure.

You can make a formal application by completing a GIPA application form or by visiting one of our service centres and submitting your application in person.

If you need any assistance submitting your application, please contact our GIPA team on 02 9219 3700 or email gipa@customerservice.nsw.gov.au.

Requests for personal information can also be made under the PPIP Act.

Your access application must include the following five things:

be in writing and addressed to the agency
clearly state you are requesting information under the GIPA Act
include the $30 application fee
include your name, an email address or return postal address for correspondence in connection with an application
include such information as is reasonably necessary to enable the government information applied for to be identified.

If your application does not meet the above requirements, it will be invalid and the application will not be processed. However, to help you make a valid application, we will contact you to provide advice and assistance.

Formal access application fees and charges

Apart from the $30 application fee, the GIPA Act allows Service NSW to impose a charge of $30 per hour to process an application. The application fee counts towards the first hour of processing.

In processing a formal access application, Service NSW is required to ensure that it is dealt with efficiently and provides access to information requested at the lowest reasonable cost.

A 50% discount in processing charges will apply if an applicant demonstrates they fall within any of the following categories:

a member of the public suffering financial hardship
the information applied for is of special benefit to the public
the holder of a current Pensioner Concession Card
full-time students
non-profit organisations.

Please note that the 50% discount applies only to processing charges and not to the $30 application fee.

If applying for your own personal information, Service NSW cannot charge for the first 20 hours of processing.

Decision-making process

Under the GIPA Act, Service NSW must disclose or release information unless there is an overriding public interest against disclosure. Fundamental to our obligation to release information is acknowledging the overarching presumption in favour of disclosure of information.

This is the starting point for all decisions we make regarding information access, whether this is via:

open access information
proactive release of information
informal access
formal access.

Unless there is an overriding public interest against disclosure, we must provide the information. There are some limited exceptions to this general rule, for example, where dealing with an application would constitute a significant and unreasonable diversion of an agency’s resources.

We will make a decision on whether to grant or refuse access to the information sought. The decision (Notice of decision) will be provided to the applicant by the decision due date. The decision will include an explanation of the searches conducted when processing the request and provide reasoning for the decisions we make under the GIPA Act.

Information held by other NSW Government agencies

Service NSW provides services and transactions on behalf of other Government agencies. Information relating to these transactions is often held by the relevant agency and Service NSW does not hold this information.

To access this information, you’ll need to contact the relevant agency directly.

Information held by Transport for NSW

Service NSW does not hold information on behalf of Transport for NSW. Common types of information held by Transport for NSW include:

registration information for vehicles, trailers, caravans, motorcycles and boats
Notice of Disposal information
driver licence information, driving record and driver licence photo.

For more information, refer to Access to information.

Information which may not be disclosed

An access application cannot be made for information specifically excluded under Schedule 1 and 2 of the GIPA Act, such as information that relates to the complaint handling and investigative functions conferred by or under any other Act, or Cabinet or Executive Council information. That information is “excluded information” under the GIPA Act.

For some categories of information, while an access application may be made there is a presumption against release. The list of categories is set out at Schedule 1 of the GIPA Act.

You can find out more about your right to information by visiting the Information Privacy Commissioner NSW website.

Contact us

Our Information Access Team can be contacted using the details below:

GIPA Hotline:
02 9219 3700 (Monday to Friday 9am to 5pm, excluding public holidays)

Email:
gipa@customerservice.nsw.gov.au

Post:
Service NSW GIPA Team
McKell Building
2-24 Rawson Place
Sydney NSW 2000

For other Service NSW enquiries that are not related to information access, please call us on 13 77 88.

To visit us in person, use our service centre locator. Or write to us at:
Service NSW
GPO Box 7057
Sydney NSW 2001

Last published: 20 August 2026