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We have updated these terms and conditions

These updated terms take effect from Monday 17 January 2022. You do not need to take any action. By continuing to use your account from that date, you are agreeing to the terms and conditions. If you do not agree, however, About this update explains your options, including how to give feedback.

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About this update (taking effect Monday 17 January 2022)

Why has this update been made? What's changing?

We’ve updated our terms and conditions, which you can read below on this page, to make it easier for you to understand: 

  • how the MyServiceNSW Account works 

  • your responsibilities as an account holder 

  • our responsibilities as an account provider including the security of your personal information.

It also covers account features including: 

  • adding services (such as licences, registrations, permits and vouchers) to your account 

  • proof of identity 

  • notifications and messages.

We have not changed how we handle your personal information, but we have improved how we explain the terms and conditions of having an account, including links to more information where needed.

How is my personal information being handled? What's happening with my data?

How your personal information is handled when you use your account is explained in the MyServiceNSW Account privacy collection notice.

In these terms and conditions, we also explain: 

  • security of your personal information stored within your account 

  • personal information held by services (and their associated Partner Agencies) 

  • security of your personal information stored by Individual Services and Partner Agencies.

I got an email about this update but I thought I had opted out of emails?

You can opt-in and opt-out of various types of communications, but as explained below in Notifications and messages, all correspondence about changes to your MyServiceNSW Account will be sent to your email address. 

We have not changed any of your communications preferences by making this update.

How does this update affect the services I have in my account?

The account's terms and conditions do not affect the services you already have in your account or may add to your account in the future. 

Each service that you apply for has its own terms and conditions. Go to Individual services and Partner Agency terms and conditions below for more information.

Does this update affect how I use the Service NSW Mobile App?

You can continue to use the app as you do currently. As we explain in Service NSW Mobile App below: 

  • you can use the app with or without an account, but some services and information are only available with an account 

  • for more information on the mobile app’s terms and conditions, open your app and go to ‘Settings’.

Is there anything that I need to do about this update?

You do not need to take any action. These updated terms take effect from Monday 17 January. By continuing to use your Account from that date, you are agreeing to the terms and conditions.

What if I don't want to accept the terms and conditions anymore?

If you do not agree with these updated terms and conditions, you can deactivate your account. Read all the information on our How to deactivate page before making a decision.

How do I learn more about the account, ask a question or give feedback?

For more information about the account and how it works, go to our MyServiceNSW Account help topics page.

If you have specific questions or feedback about these terms and conditions, start with our online feedback form and we will process your enquiry from there.

Our Call Centre and Service Centre staff cannot answer questions about these terms and conditions, but they can help you to submit an enquiry.

Introduction

1. How MyServiceNSW Account works

MyServiceNSW Account is an online service operated by Service NSW, on behalf of the NSW Government. We'll refer to Service NSW as 'we' or 'us' in these terms and conditions.

Once you have created your MyServiceNSW Account, you can use it to let NSW Government agencies (Partner Agencies) know who you are and access their online services.

A Partner Agency is a government organisation, or part of a government organisation, that provides online services to you, when you 'add' their services to your MyServiceNSW Account.

2. Importance of these terms and conditions

By creating a MyServiceNSW Account, you agree to be bound by these terms and conditions and have read the MyServiceNSW Account privacy collection notice.

Importantly, this means making sure you know and follow your responsibilities.

Your use of your account and having an account does not affect or reduce any legal obligation:

  • Service NSW or a Partner Agency owes you, or
  • you owe to Service NSW or any Partner Agency. 

3. Updates to terms and conditions

Service NSW may change, add or remove any functionality of MyServiceNSW Account, or make changes to these terms and conditions at any time. If those changes affect your rights or responsibilities, Service NSW will notify you via email.

By logging in or staying logged in after that notification is sent, you accept the new terms and conditions.

These terms and conditions supersede and replace any terms and conditions that may have governed your use of the MyServiceNSW Account.

4. Who can have a MyServiceNSW Account­­­

To have a MyServiceNSW Account you must:

  • be a "natural person" (not a corporate entity)
  • have your own email address (because an email address can only be used once to create a MyServiceNSW Account)
  • not share your account with others (or share your account log in details).

5. Privacy and security

By having a MyServiceNSW Account, you agree to Service NSW’s collection, use and disclosure of your personal information as set out in the MyServiceNSW Account privacy collection notice.

When you access an online service or transaction (operated by a Partner Agency or Service NSW), a separate collection notice relating to that Transaction (Transaction Privacy Statement) may be provided. Any Transaction collection notice is in addition to the MyServiceNSW Account collection notice.

Your account is for you only and you are not allowed to access another person's account.

Read more about how to keep your account secure:

6. Adding services to your account

Some services offered by the NSW Government can be added to your account including licences, registrations, permits and vouchers.

You can add services to your account in two ways:

  • select the service you want from the "Add services" page of your account and complete the process of adding it (at which point it will appear on the “My services” page)
  • apply for a service from the Service NSW website or a Partner Agency website and it requires you to complete the process of adding it to your account (at which point it will appear on the “My services” page).

Go to Individual services and Partner Agency terms and conditions for more information.

7. Contact us

For help call us on 13 77 88, visit a service centre or use our online enquiry form.

Your responsibilities

8. Importance of your responsibilities

It's important to understand your responsibilities when using MyServiceNSW Account.

If you do not comply with these responsibilities, we may lock or suspend your MyServiceNSW Account.

In some cases, it is possible you could face civil or criminal penalties. We may also lock or suspend account and/or access to individual services and Partner Agencies at any time and for any reason.

If you do not keep your personal information secure, it is possible someone could pretend to be you and obtain services or information from Partner Agencies.

9. Access

You must only create a MyServiceNSW Account with your own email address. You must not use an email address that is shared or accessible by others. 

You must not allow someone else to log in to your account, and you are not allowed to access another person's account. 

Keep your MyServiceNSW Account email and password secure at all times — do not share your password with anyone else.

10. Use

You are responsible for any use or misuse of your MyServiceNSW Account using your email and/or password. You must not share your account with others (or share your account log in details). 

Do not add or seek to add (either directly or indirectly) any other person's services (operated by Partner Agencies or otherwise) to your account. In certain circumstances, you may be able to add services for your children or people in your care to your account – situations like this will be covered by the terms and conditions of those services. 

Details in your account may only be accessed through the account, and only by using the email and password which you have specifically chosen. 

You may not be able to use your MyServiceNSW Account for certain transactions if the personal information that you provide is not consistent with the personal information that has previously been provided to Service NSW in connection with your account. 

The use of any software (for example, bots, scraper tools) or other automatic devices to access, monitor or copy MyServiceNSW (including any MyServiceNSW Account) or its contents, is prohibited unless expressly authorised by Service NSW in writing.

11. Banned uses

You are not allowed to use MyServiceNSW Account:

  • to participate in any illegal or fraudulent activity
  • to cause disruption to MyServiceNSW Account
  • in a way that infringes a person's rights or prevents them from using MyServiceNSW Account
  • in any way that may harass, cause distress or inconvenience others
  • to post or send unlawful, defamatory, offensive or scandalous material, or
  • to post or send material that breaks or encourages breaking the law.

You are not allowed to use any software (like bots, scraper tools) to access, monitor or copy MyServiceNSW Account.

If Service NSW suspects that your account is being used in a manner that is not permitted, including for any illegal or fraudulent activity (e.g. using your account to make fraudulent applications for grants, vouchers or other schemes), you may be prevented from using your account to carry out certain transactions. Service NSW may also take further action, including carrying out an investigation into the use of your account. In the most serious cases, misuse of your account may result in the suspension of your account. Where illegal or fraudulent activity is suspected, Service NSW may also notify NSW Police and other authorities as permitted by law. 

12. Report security issues or abnormal activity

Contact Service NSW immediately if you suspect that the security of your MyServiceNSW Account may have been compromised, or if you see any abnormal activity. For example, if you are unable to access your MyServiceNSW Account and have checked that you are using the correct email and password.

You should change your password immediately if you think someone else has become aware of it.

13. Lawful purposes

You must use your MyServiceNSW Account only for lawful purposes and in a manner that does not infringe the rights of or restrict or inhibit the use and enjoyment of MyServiceNSW Account by any third party. This includes conduct which is unlawful or which may harass or cause distress or inconvenience to any person, the transmission of obscene or offensive content or disruption to MyServiceNSW Account.

You must not post or transmit via your account any unlawful, defamatory, obscene, offensive or scandalous material, or any material that constitutes or encourages conduct that would contravene any law.

14. Personal information within your account

How your personal information is handled when you use your account is explained in the MyServiceNSW Account privacy collection notice.

15. Personal information held by services (and their associated Partner Agencies)

The information you supply when conducting an online transaction with Partner Agencies via your MyServiceNSW Account must be complete and accurate.

You acknowledge that if you supply incomplete, inaccurate or false information, or use your account to perform (or attempt to perform) an unauthorised action, or otherwise misuse your account, Service NSW may lock or suspend your account.

In some circumstances giving false or misleading information is a serious offence. Providing incomplete, inaccurate or false information via your account will be treated in the same way as providing incorrect information on a form or in person, and may result in prosecution and civil or criminal penalties.

You are responsible for making sure your details are correct and kept updated in your individual services and with Partner Agencies.

In some instances, you may be required by the law to make sure you update a Partner Agency about a change in your personal information.

If your details change, you should:

  • log in to your account and update your profile
  • follow any prompts from your profile to update your individual services and Partner Agencies
  • check your "My services" page in your account for any other individual services to update.

It is your responsibility to check if your update or updates have been accepted by an individual service or Partner Agency, and we take no responsibility if the update is unsuccessful due to the Partner Agency denying it based on their own business rules.

If you provide inaccurate information, Service NSW is not responsible for any consequences arising from any actions that the Partner Agency takes with that inaccurate information.

You can find out more about how your personal information is handled when you use your account, including using linked services, in the MyServiceNSW Account privacy collection notice.

16. Individual services and Partner Agency terms and conditions

Most terms and conditions relating to your use of your MyServiceNSW Account are contained on this page. 

The terms of use of Services, Partner Agencies and Transactions may be changed at any time. If those changes affect your rights or responsibilities, you will be notified.

17. Proof of identity

Service NSW and/or a Partner Agency providing a service may ask you to prove your identity in order to apply for the service and/or add it to your account.

The identification verification process is conducted by Service NSW and you will be asked to submit identity document/s such as your NSW Driver Licence. You must submit your own identity documents and not use anyone else’s.

You have the option to save your verified identity document/s to the Personal details section of your account. You can remove them at any time. Removing will not affect any services you have already added to your account. For example, removing your NSW Driver Licence identity document will not remove your driver licence from the “My services” section of your account. 

18. Notifications and messages

Service NSW will send you notifications about your account and important information via:

  • email and/or
  • SMS and/or
  • the notifications page within your account and/or
  • the Service NSW Mobile App.

You may also receive notifications and messages from individual services and Partner Agencies. Refer to the MyServiceNSW Account privacy collection notice for more information about how you can manage your communications preferences.

You need to keep your notification contact details up to date, so you know when you have messages from Service NSW or individual services or Partner Agencies

You are responsible for reading all your notifications in a timely manner.

If you receive a message addressed to another person, you must contact us.

19. Availability

If MyServiceNSW Account is not available for any reason, alternative access or access to services (Partner Agency or otherwise) that depend on the account may not be available either, including the Service NSW Mobile App and Business Profile.

Assisted channels (such as the Service Centre or Contact centre) may not be to help you with MyServiceNSW Account and dependant services either. However, you can still contact Service NSW or the Partner Agency in writing, by telephone or in person.

20. Deactivation, reactivation and deletion

Deactivate your account

You may deactivate your MyServiceNSW Account at any time by going to the "Deactivate account" page within your account. 

When you deactivate, we will attempt to remove all the services you have added to your account, but we may not be able to remove all of them. Removing services will not change your services in any way, it simply removes them from your account. 

Personal information in your account profile will remain in your deactivated account unless you remove it before deactivation by going to Personal details. 

Any personal information stored by Partner Agencies or individual services will continue to be stored after account deactivation. See the terms and conditions and collection notices for those services and their associated Partner Agencies.

Reactivate your account

You can reactivate your MyServiceNSW Account by calling our Contact Centre on 13 77 88.

If you reactivate, you’ll need to add your services again.

Delete your account

It is not currently possible to delete your account but you can remove your personal information (except for your email address) and services from your account before you deactivate it.

Our responsibilities

21. General

Service NSW will take reasonable care in providing information and services through MyServiceNSW Account.

Service NSW does not warrant that

  • MyServiceNSW Account is error free, or
  • any defects in the MyServiceNSW Account will be rectified, or
  • you will have continuous access to your MyServiceNSW Account.

Service NSW does not accept liability for

  • any loss, damage, cost or expense (to any person or property) including consequential or indirect loss or any loss of profits, data or revenue that could arise as a result of your use of your MyServiceNSW Account or a Partner Agency service, or
  • your inability to access your MyServiceNSW or a Partner Agency service.

22. Security of your personal information stored within your account

Service NSW has responsibilities relating to the security of your information, including proof of identity information, within your MyServiceNSW Account and will use all reasonable endeavors to meet these responsibilities.

Your MyServiceNSW Account information can only be accessed by employees who are authorised to access this information. All access by Service NSW to MyServiceNSW Accounts is audited and monitored by Service NSW and employees are trained about their privacy obligations.

Service NSW will use all reasonable endeavors to ensure that your information is accurately recorded and not corrupted or changed.

Service NSW is responsible for the security of:

  • information while it is collected by, stored on, or passing through the Service NSW systems, and
  • the links from Service NSW's systems to systems under the control of Partner Agencies.

23. Security of your personal information stored by Individual Services and Partner Agencies

Partner Agencies are responsible for authenticating you for the purpose of allowing you to access their services, and may request some of your personal information from within your MyServiceNSW Account before giving you access. For example, your name and email.

When personal information within your MyServiceNSW Account is about to be shared with a Partner Agency for the purpose of allowing you to access their services, we will inform you beforehand:

  • of what information is to be shared, and
  • with which Partner Agency.

Access to Partner Agency services is optional, but the sharing of some personal information is required for access to some services.

Every individual service (and associated Partner Agency) has its own terms and conditions and privacy statement that you are asked to accept prior to continuing with the service. Those individual terms and conditions and privacy statements will explain how your personal information is collected, used and stored by that service (and associated Partner Agency).

Once informed of the personal information to be shared, you can stop if you do not wish to continue.

Partner Agencies are responsible for the security of information while it is collected by, stored on, or passing through systems within their control.

Other than with respect to Partner Agency services, Service NSW accepts no responsibility in respect of how Partner Agency services operate.

24. Notifications and messages

We will send notifications to your preferred channels for services where you have nominated preferred channels, however all correspondence about changes to your MyServiceNSW Account will be sent to the email address you use to log in to your MyServiceNSW Account.

You will be deemed to have received it unless you notify Service NSW otherwise in writing.
 
For this reason, you must regularly check and update your email address and notification preferences within your MyServiceNSW Account. Service NSW is under no obligation to use an alternative means of communicating with you.

As noted in Your responsibilities, you may also receive notifications and messages from Partner Agencies.

Refer to the MyServiceNSW Account privacy collection notice for more information about how you can manage your communications preferences.

Business profile

25. Business profile terms and conditions

If you own a business and regularly manage NSW Government applications or grants, you have the option of creating a Business Profile within your Account.

If you create a Business Profile within your account, you will be able to switch between your Business Profile and the ‘Personal’ area of your account. The services and information you can access in your Business profile may differ from the services and information you can access in the ‘Personal’ area of your account.

Service NSW website

26. Service NSW website terms of use

It’s possible to browse the Service NSW website (service.nsw.gov.au) while either logged in or logged out of your MyServiceNSW Account.

When browsing the Service NSW website, you agree to be bound by the Service NSW website terms of use.

Service NSW mobile app

27. Service NSW Mobile app terms and conditions

You have the option of logging into your MyServiceNSW Account on your Service NSW Mobile app.

The services and information you can access in your Service NSW Mobile app may differ from the services and information you can access when you log into your MyServiceNSW Account on the Service NSW website.

For more information on the Mobile App terms and conditions, open your app and go to ‘Settings’.

Other terms and conditions

28. Suspension or termination of your MyServiceNSW Account access

Service NSW may lock, suspend or terminate your MyServiceNSW Account at any time.

You can still access NSW Government services, but you'll need to do it offline, either by visiting one of our service centres or by calling us on 13 77 88.

29. Intellectual Property

Unless otherwise agreed or stated in writing all material on MyServiceNSW Account is subject to Crown copyright and is owned by the Crown in right of the State of New South Wales.

The names "ServiceNSW", "MyServiceNSW" and "MyServiceNSW Account" are used by Service NSW as trade marks (Trade Marks).

You acknowledge that Service NSW owns all intellectual property rights in the Trade Marks in Australia and undertake not to take any action which might:

  • invalidate or put in dispute Service NSW's title to the Trade Marks
  • oppose any application for registration of the Trade Marks or invalidate or challenge any registration of the Trade Marks in due course
  • support an application to remove any of the Trade Marks as registered Trade Marks
  • cause any Registrar of Trade Marks to require a disclaimer of a monopoly in any of the Trade Marks or part thereof,

nor will you assist any other person directly or indirectly in any of the above acts.

30. Entire agreement

These terms of use constitute the entire agreement between us and you in connection with your MyServiceNSW Account.

31. Severance

If any of these terms of use are held to be invalid, unenforceable or illegal for any reason, the remaining terms will continue in full force.

32. Governing law

These terms of use are governed by the laws of the New South Wales, Australia and you agree to submit to the exclusive jurisdiction of the courts of New South Wales.