With the latest COVID-19 health advice to stay home, we strongly advise you to use our website or call 13 77 88, rather than visit a service centre. Visit our COVID-19 page for information and advice on the assistance available for NSW residents and businesses.

Stay home: use online transactions or call 13 77 88
COVID-19 assistance

How we're tracking

At Service NSW we are committed to delivering a world-class one-stop-shop for citizens and businesses wanting to access government services, either: 

  • online 
  • over the phone, or 
  • face-to-face through one of our 107 Service NSW Centres across the state, 77 of which are in regional NSW. 

We continually measure our performance and use customer feedback to improve the customer experience across the different channels.

Our Performance Dashboard will be updated weekly to show how we're tracking across all our delivery channels and programs. 

Last updated: 23 September 2021

Calls answered

Customer satisfaction

Service Centre customer visits

MySNSW Account creation

COVID Safe check-ins

Active mobile app users

Our current COVID-19 support

Service NSW has played and continues to play a critical role supporting NSW community during the COVID-19 pandemic.

Vital initiatives designed to help our millions of customers include: 

  • 1.9 million travel registration permits
  • 762.1 million COVID Safe check-ins  

Our teams are working at capacity to respond to the huge demand for COVID-19 business support. 

We apologise for the delays some customers have experienced and thank them all for their patience while we assess and process thousands of applications daily. 

COVID-19 business grant applications

Program status: Open
Started: 19 July 21

Customer sentiment
98.9%

Received

190,308
Total value
$2.39b

Approved

165,765
Total paid
$2.08b

In progress

7,002

JobSaver payment

Program status: Open
Started: 26 July 21

Customer sentiment
97%

Received

188,479
Value
$958.7m

(grant values are based on the value of the first payment)

Approved

175,095
Total paid
$3.33b

(includes initial application and recurring payments)

In progress

4,368

COVID-19 micro-business grant

Program status: Open
Started: 26 July 21

Customer sentiment
96.5%

Received

46,812
Value
$70.2m

(grant values are based on the value of the first payment)

Approved

42,280
Total applications paid
$367.8m

(includes initial application and recurring payments)

In progress

2,201

Test and Isolate support payment

Program status: Open
Started: 14 August 21

Customer sentiment
97.5%

Received

29,661
Value
$9.5m

Approved

23,578
Value
$7.5m

In progress

198

Export assistance grant

Program status: Open
Started: 17 August 20

Customer sentiment
98.1%

Received

1,379
Value
$10.9m

Approved

916
Value
$7.4m

In progress

81

Small Business Fees and Charges rebate

Program status: Open
Started: 5 April 21

Customer sentiment
99.1%

Received

53,345
Value
$169.8m

'Received' indicates the number of businesses that have made a claim. A total of 113,196 businesses have registered for the program.

Paid

51,720
Value
$59.6m

In progress

1,375

Return to Work grant

Program status: Open
Started: 11 March 21

Customer sentiment
98.5%

Received

1,588
Value
$6.9m

Paid

1,414
Value
$6.2m

In progress

10

COVID recovery programs

Dine & Discover was launched in March 2021 to encourage the community to get out and about and support dining, the arts, and recreation businesses, all of which have been impacted by COVID-19. 

NSW residents aged 18 and over can apply for 4 x $25 vouchers, worth $100 in total. 

Visit the Dine & Discover page for more information.

Dine & Discover NSW vouchers

Program status: Open
Started: 10 March 21

Customer sentiment
97.6%

Voucher redemption

Issued

18.9m
Value
$472.7m

Redeemed

10.5m
Value
$260.8m

Businesses registered 16,146

Average customer spend $40.90

Closed COVID-19 support programs

$10,000 business grant (2020)

Program status: Closed

Customer sentiment
99.2%

Received

58,208
Value
$575m

Approved

52,614
Value
$520.9m

$3,000 business recovery grant (2020)

Program status: Closed

Customer sentiment
99.2%

Received

38,313
Value
$113.9m

Approved

36,696
Value
$109.1m

Southern Border grant (2020)

Program status: Closed

Customer sentiment
100%

Received

2,640
Value
$18.6m

Approved

2,226
Value
$15.3m

Northern Beaches grant (2021)

Program status: Closed

Customer sentiment
98.6%

Received

2,613
Value
$12.3m

Approved

2,483
Value
$11.7m

Cost of Living programs

We deliver Cost of Living programs in partnership with agencies including Office of Sport, Create NSW and Transport for NSW.

Cost of Living programs are helping to ease the cost of living for all NSW residents. By answering a few simple questions through our online eligibility tool, customers can identify more than 70 rebates and savings they may be eligible for. You can book a free cost of living appointment with our customer care specialists who will help them access savings available, specific to your needs.  

To date it’s estimated we have delivered $4.2 billion in savings to the people of NSW from the Cost of Living program.

Active Kids vouchers

Program status: Open
Started: January 2018

Customer sentiment
99.8%

Issued

4.1m
Redeemed
3.3m

Value of redeemed vouchers $330.3m

Creative Kids vouchers

Program status: Open
Started: May 2019

Customer sentiment
99.7%

Issued

1.5m
Redeemed
1.1m

Value of redeemed vouchers $113.5m

Regional Seniors Travel Card

Program status: Open
Started: January 2020

Customer sentiment
99.3%

Issued

685,808
Value
$171.5m

Toll Relief

Program status: Open
Started: March 2019

Customer sentiment
99.7%

Eligible

1.1m
Redeemed
574,403

Value $206.7m

Disaster recovery support

Service NSW has partnered with agencies including Resilience NSW and Regional NSW, to deliver support measures to NSW residents who have been impacted by disasters such as bushfire and flood events. 

$10,000 bushfire grant for individuals (2020)

Program status: Closed

Customer sentiment
99.7%

Received

21,215
Value
$212.2m

Approved

17,826
Value
$178.3m

Volunteer Firefighter support

Program status: Closed

Customer sentiment
99.5%

Received

3,206
Value
$11.6m

Approved

2,981
Value
$10.8m

Bushfire recovery grant for business (up to $50,000)

Program status: Closed

Customer sentiment
97%

Received

4,015
Value
$104.4m

Approved

1,828
Value
$48.5m

Flood recovery grant for small business

Program status: Closed

Customer sentiment
96.5%

Received

5,770
Value
$94.6m

Approved

2,365
Value
$33.4 million

In progress

1,168

Mouse rebate program

Program status: Open
Started: 5 July 21

Customer sentiment
96.6%

Received

34,391
Value
$17.8m

Approved

27,050
Value
$13.9m

In progress

3,415