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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 the 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 the Service NSW
  • kinds of government information held by the 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 kinds 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 that joined the Department of Customer Service (DCS) cluster on 1 July 2019. We deliver world-class one-stop-shop services for our customers, business and our partner agencies.

Structure and functions

Our organisational structure includes seven core divisions: 

  • Office of the CEO - responsible for the strategic leadership and operational performance of Service NSW.
  • Risk, Strategy and Performance - leads collaboration with leaders across Service NSW to embed and align our efforts to the Service NSW and the Department of Customer Service strategies. They are a key driver in uplifting Service NSW risk management capabilities and continuing to hone organisational performance. This is key to delivering on the trust that customers and partners place in Service NSW.
  • Service NSW for Business - leads and delivers the strategy, operations and partnerships to position Service NSW for Business as the one-stop shop to NSW Government services for small business.
  • Partnership, Projects and Insights - driving customer and government outcomes in partnership with agencies including government, NGOs and private sector organisations.
  • Digital Services - drives the global standard in customer service and digital excellence. The role strives for customer care with a focus on empowering the agency to become world-class in delivering customer-centric technology and services.
  • Service Delivery, Frontline - leads and delivers optimal, sustainable, complex and diverse multichannel government customer service delivery. This role has lead responsibility for Service NSW shop fronts and the contact centre channel.
  • Chief Security Officer – ensures Service NSW has the focus, capacity and support to continue to strengthen its foundations, and deliver on the trust held by customers, teams and government. 

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 omni-channel approach of face-to-face, phone and online services provides our customers 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 for Business. 

More information about Service NSW and its structure is available on ourAbout us page. 

Information about the Department of Customer Service’s current structure and functions is available in the DCS agency information guide.

Service channels

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

  • an easy-to-use, accessible, customer friendly website
  • Service NSW 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 transactions include:

Service NSW also offers services through its MyService NSW Account mobile app which provides a common platform for citizens to perform typical transactions such as renewing and checking licenses 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.

Our Code of Ethics

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 Conduct, being Passion, Teamwork, Accountability, Service, Integrity and Trust.

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 see our Customer complaints page.

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).

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.
  • Administration records: relating to the rental of premises, insurances, purchasing, business continuity requirements, disaster recovery and delegations register.
  • 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: relating to information technology planning, acquisition, installation, and disposal; including user and system manuals.
  • Communication records: media releases, news clippings, marketing collateral, brand guidelines, 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 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

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 haven't 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
  • documents such as customer transaction database notes that contain only personal information about you
  • documents that may have already been made public in some other way
  • other reasonable requests for release of 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 Government Information (Public Access) Act 2009 (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.

To make a request for information held by Service NSW, an access application must:

  • be in writing and addressed to the agency
  • clearly indicate that it is a formal access application made under the GIPA Act
  • provide a payment of $30
  • provide an email or 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, in order to help you make a valid application, we will contact you to provide advice and assistance.

You can make a formal application by completing a Government Information Public Access (GIPA) application form – PDF 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 Hotline on 02 9219 3700 or email gipa@customerservice.nsw.gov.au.

Requests for personal information can also be made under the Privacy and Personal Information Protection Act 1998. 

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.

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. See more information about accessing information from other agencies

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
  • Drivers licence information, driving record or driver licence photo.

See more information about accessing information from Transport for NSW.

Information which may not be disclosed

An access application cannot be made for information specifically excluded under Schedule 1 and 2 of the Government Information (Public Access) Act 2009, 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 Government Information (Public Access) Act 2009.

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
Ministerial Services
Level 22, 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 updated: 1 July 2022