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The Government Information (Public Access) Act 2009 (NSW) (GIPA Act) requires government agencies to make a greater amount of information about their work available to the public without the need for a formal request. One way this is done is through each agency’s Information Guide.

The following is the Service NSW guide. It outlines who we are, what we do, the information we make available, and how you can access it.

If you’d like to know more about how to obtain information about our work, please contact us and ask to speak with one of our Right to Information Officers.

For more information about the GIPA Act and the way it operates, visit the NSW Information and Privacy Commission website.

About us

Service NSW is committed to making it easier for NSW residents and businesses to connect with government, by providing services that are available at times and in ways that best suit our customers.

Service NSW has been shaped by what customers have told us – they want easier access to government services, faster service, and a single point of contact. We are working to simplify transactions and reduce the time required by customers to complete transactions. 

Service channels

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

  • an easy-to-use, accessible, customer friendly website
  • service centres with extended opening hours
  • a telephone service answered by Service NSW staff.

Services offered

Currently Service NSW provides more than 1200 transactions relating to:

  • Fair Trading
  • SafeWork NSW
  • Births, Deaths and Marriages
  • Housing NSW
  • Office of State Revenue
  • Ageing, Disability and Home Care
  • Office of Environment and Heritage
  • Department of Primary Industries
  • Transport for NSW
  • Liquor and Gaming NSW
  • NSW Trustee & Guardian
  • Department of Education
  • NSW National Parks and Wildlife Service
  • NSW Police.

More services are regularly being added to build Service NSW into a complete, one-stop government service delivery model. 

Information on the current structure and functions of Service NSW is also publicly available in our Annual Reports.  

How the public can participate in what we do

Service NSW welcomes input and feedback from members of the public, community organisations and other government agencies, regarding our services. This feedback helps inform our policies and publications. Should you wish to provide feedback, please call 13 77 88 or email

What kinds of government information do we hold?

Service NSW is a new Government agency that was created in March 2013 and sits within the Department of Customer Service. The types of information that Service NSW holds includes:

  • 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.
  • 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.

What kind of government information is made available to the public and how? 

Open access information

Service NSW makes available, free of charge on its website, the following 'open access information':

Information available on informal request

A request may be made at any time for government information held by Service NSW. While Service NSW reserves the right to require a formal access application to be made, Service NSW will generally provide the following types of information in response to an informal request, without the need to make a formal access application:

  • copies of correspondence, where the person requesting the correspondence was the person who sent it to Service NSW
  • documents that contain only personal information about a particular individual, where the person requesting the document is the individual in question
  • documents that have already been made public in some other way, and
  • other reasonable requests for information, the release of which would not raise any potential concerns in terms of public interest consideration against disclosure.

Service NSW may release information in response to an informal request subject to any reasonable conditions that Service NSW thinks fit to impose.

Formal access applications for access to Service NSW information

If the information you are seeking is not available on this website and is not otherwise routinely provided by Service NSW on request, then you have a right to formally apply for access to specific information.

Details on how to apply