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Purpose of collection

Service NSW is collecting your personal information to assist and support you with your enquiries. This may be through either an automated Virtual Assistant or Live Chat feature.

Through the use of these features Service NSW will collect aggregated and de-identified information for analytical purposes such as the URLs you have visited, your device type, location, browser or operating system.

Virtual Assistant

Service NSW may collect your personal information, as part of your conversation with either the automated Virtual Assistant or the Live Chat feature. This information will be stored securely by Service NSW for 24 hours, before being deleted. This is so you can quit and return to your enquiry within this time period. 

The Virtual Assistance uses a form of Artificial Intelligence (AI) to understand and interpret customer requests. Service NSW may use de-identified customer queries to optimise the Virtual Assistant so to improve our ability to serve future customers. 

The NSW Government Artificial Intelligence Ethics Policy provides a set of key principles for NSW government agencies that are designed to ensure best practice use of AI. The Virtual Assistant follows these principles. 

Service NSW uses de-identified data, analytics and insights to:

  • understand our customers and improve their interactions with us
  • make better, faster and smarter decisions
  • deliver outcomes with agility
  • advise government and shape what we do for the community.

Scheduled call-back

Service NSW may collect personal information, such as your full name and mobile phone number, as part of your conversation with the Virtual Assistant when you have requested to be transferred to a team member outside of normal support hours and would like a team member to call you back.

Providing us with the requested information is not required by law. However, if you do not provide us with the requested information, we may not be able to provide you with adequate assistance and support you with your enquiries.

Service NSW is collecting your personal information for the purpose of assisting and supporting you with your enquiries. This may include:

  • scheduling a call to your mobile phone number on the date and time you have selected
  • contacting you to communicate about your query
  • providing you with further information and guidance about the Service NSW services, grants and applications, vouchers or products available to you
  • responding to and communicating about complaints and enquiries in relation to your query.

Service NSW collects, maintains and uses information about you for our internal administrative purposes, including for the purpose of interacting with you.

Service NSW will not provide your personal information to third parties for any purposes not already stated in this privacy notice, or to which you have not otherwise consented, unless we are required or authorised by law to do so. This may include disclosure to other government agencies and partners where we are authorised or required by law.

Live Chat

Service NSW may collect your personal information as part of your Live Chat conversation. Providing us with the requested information is not required by law. However, if you do not provide us with the requested information, we may not be able to provide adequate assistance and support you with your enquiries.

Service NSW is collecting your personal information for the purpose of assisting and supporting you with your enquiries. This may include:

  • providing you with further information and guidance about Service NSW services, grants and applications, vouchers or products available to you
  • contacting you to communicate about your query
  • responding to and communicating about complaints and enquiries in relation to your query.

Service NSW collects, maintains and uses information about you for our internal administrative purposes, including for the purpose of interacting with you. 

Service NSW will not provide your personal information to third parties for any purposes not already stated in this privacy notice, or to which you have not otherwise consented, unless we are required, or authorised, by law to do so. This may include disclosure to other government agencies and partners where we are authorised or required by law.

Further information

Read the Service NSW privacy statement for more information on how:

  • we handle your personal information
  • you can access and seek correction of the information
  • privacy enquiries or complaints can be made.

You can call Service NSW on 13 77 88.

Service NSW is located at 2-24 Rawson Place Sydney NSW 2000.

Related links

Last updated: 20 September 2022