We welcome and encourage complaints as a valuable way to drive continuous improvement. We respond to complaints fairly and promptly, and want you to feel heard, respected and confident that your concerns are taken seriously.
This page provides an overview of how Service NSW manages complaints, including key steps in our complaint handling process and what you can expect when you lodge a complaint.
For more detailed information, please refer to the Service NSW Complaints Policy.
Raising a complaint
You can raise a complaint in person at any Service NSW Service Centre or on the phone to one of our Call Centre Staff Members on 13 77 88. When speaking with you, we'll aim to resolve your complaint during that first point of contact. If we cannot resolve it, we may refer your complaint to our Customer Resolution Team for investigation.
If you would prefer to submit your complaint or feedback in writing, you can submit a complaint or provide feedback by using one of the following methods:
- Via the online feedback form
- By writing to: Customer Resolution Manager GPO Box 7057 Sydney NSW 2001
What if I need help to raise a complaint?
If you want to raise a complaint online, but prefer to read information in another language, you can use our automatic language translator: Help in your language.
You can call 13 77 88 for assistance to lodge a complaint over the phone. If you’d like to use an interpreter for the call, we can arrange one from Multicultural NSW to assist you.
You can also get assistance to lodge a complaint in person, at any of our Service Centres. Find a Service NSW location.
How complaints are managed
To ensure complaints are managed fairly, efficiently and effectively, we follow the Service NSW Complaints Policy. This policy applies to all complaints from the public made to, or about Service NSW, including those concerning our services, our employees, and our complaint management practices.
Service NSW manages all complaints openly, honestly and within defined timeframes.
All complaints will be managed in accordance with the Service NSW complaints process.
Who will contact me?
If you call or visit one of our service centres, you'll speak to one of our frontline staff.
If you submit a written complaint or your complaint is escalated, you'll receive an email acknowledging your complaint, including the name of the Customer Resolution Officer assigned to your case.
The Customer Resolution Officer will then contact you to discuss and address your complaint. In some cases, they may need to request proof of identity before beginning the investigation or providing you with an outcome.
When will my complaint be resolved?
Our goal is to resolve all written complaints within 20 business days. If this timeframe cannot be met, we'll let you know and keep you informed throughout the process.
What if I want to remain anonymous?
We accept anonymous complaints and will investigate the issues raised where sufficient information is provided to allow us to take meaningful action.
While we are unable to provide a response or resolution directly to anonymous complaints, we still value the information you provide. Your feedback plays an important role in helping us improve our services, systems, practices, procedures, products, and our complaint management practices.
Complaints about other agencies
Service NSW delivers programs and services on behalf of other government agencies. We'll try to resolve complaints relating to other agencies, however, we might not be able to resolve them all.
Complaints about another agency’s services, systems, practices, procedures, products, or complaint-handling processes may be referred to that agency for appropriate action. In some cases, you may be asked to contact the agency directly.
Any part of your complaint that relates specifically to Service NSW will be managed and responded to by us. If your complaint is partially or fully transferred to another agency, we will, where appropriate and practical, seek your permission to refer it and notify you of the referral.
What if I'm not satisfied?
If you are not satisfied with how Service NSW manages your complaint or its outcome, you can:
- Request for an internal escalation. You can do this by contacting the person you have been dealing with and making this request. Your complaint will then be escalated internally to an appropriate person for review and response.
- Contact the NSW Ombudsman*
Level 24, 580 George Street
Sydney NSW 2000
*The NSW Ombudsman will generally ask you to try and resolve your complaint directly with us first. If you're still not satisfied, then you can contact the Ombudsman for further help.
What will happen to the information I give you?
The way we collect, store and use any of your personal information is regulated by law. Further information regarding the privacy of your information can be viewed on the Privacy page.