Had an issue with Service NSW? Get a real response.
How to submit a complaint with Service NSW
Service NSW provides several ways for customers to submit a complaint, depending on whether you prefer to raise the issue in person, by phone, or in writing.
You can lodge a complaint with Service NSW by:
- Visiting a Service NSW Service Centre
You can raise a complaint in person at any Service NSW Service Centre by speaking directly with a staff member, who will attempt to resolve the issue during your visit where possible. - Calling the Service NSW Contact Centre
You can lodge a complaint by phone by calling 13 77 88. Contact Centre staff are trained to handle complaints and may be able to resolve straightforward issues during the initial call. - Submitting an online feedback or complaint form
Service NSW provides an official online feedback and complaints form where you can describe the issue in writing and submit supporting details. - Writing a letter
Written complaints can be sent to:
Customer Resolution ManagerGPO Box 7057
Sydney NSW 2001
When submitting a complaint, include your contact details, any reference or transaction numbers, a clear explanation of the issue, and the outcome you are seeking. Service NSW also offers support services, including interpreter assistance, if you need help lodging your complaint.
Once your complaint is submitted, Service NSW follows a structured and transparent resolution process.
What typically happens next:
- If the complaint is raised in person or by phone, staff will attempt to resolve it immediately where possible.
- If the issue cannot be resolved straight away, it is escalated to the Customer Resolution Team.
- Written complaints receive an acknowledgment confirming receipt of the complaint.
- A dedicated Customer Resolution Officer is assigned to manage your case.
- The officer may contact you by phone or email to gather additional information or verify details.
- Service NSW aims to resolve written complaints within 20 business days, although many are resolved sooner.
- If more time is required, you will be informed and provided with updates.
Once resolved, Service NSW will explain the outcome and any actions taken, such as correcting records, issuing refunds, or addressing service concerns internally.
Common complaints against Service NSW
Service NSW complaints commonly relate to the following issues:
- Long wait times at Service Centres or on the phone.
- Difficulty reaching the correct department or being transferred multiple times.
- Data entry errors or incorrect information recorded on licences or registrations.
- Delays in processing documents, licences, or updates to records.
- Poor communication during processing delays.
- Booking system or online service issues.
- Unsatisfactory customer service experiences with individual staff members.
- Errors involving services delivered on behalf of other NSW government agencies.
Service NSW complaints submitted through Ajust
I reported ongoing repair issues through Service NSW after waiting over two and a half months with no action from my housing provider. As a tenant with a disability, the lack of updates about essential household repairs felt overwhelming and dismissive. Lodging a complaint was the only way to push for accountability and get attention on problems affecting my daily life. - K
I lodged a complaint with Service NSW after waiting nearly two months for a refund on an unnecessary personalised number plate charge. The delay and lack of clarity were frustrating, and I just wanted a clear answer and my money back without having to keep chasing it. - Rachela
I made a complaint to Service NSW after they incorrectly added a glasses condition to my licence despite my optometrist confirming I didn’t need one. After weeks on hold, no callback, and three weeks unable to drive, it was exhausting trying to fix their mistake. I wanted acknowledgment and a proper resolution. - Jethro
How other consumers Service NSW complaints got resolved
A NSW motorist reported that an incorrect odometer reading was entered during vehicle registration, and after providing documentation, Service NSW corrected the record and apologised for the error.
A customer discovered that custom number plates placed in storage had been mistakenly destroyed, and after escalation, Service NSW arranged for replacement plates to be manufactured at no cost.
A learner driver’s licence was wrongly suspended due to a missing medical record, and after the family provided copies of the documentation, Service NSW worked with the relevant agency to reinstate the licence without penalty.
If you are dissatisfied with the outcome of your complaint, you can escalate the issue within Service NSW.
Escalation options include:
- Requesting review by a manager or senior officer.
- Asking for the complaint to be reassessed by the Customer Resolution Manager.
- Following up via phone or email using your complaint reference number.
If you remain dissatisfied after internal escalation, you can escalate the matter to an external oversight body.
If your complaint is not resolved through Service NSW’s internal processes, you can escalate it to the NSW Ombudsman.
The NSW Ombudsman independently reviews complaints about NSW government agencies, including Service NSW. The Ombudsman generally expects you to have attempted to resolve the issue directly with Service NSW before lodging a complaint.
The Ombudsman can investigate issues involving administrative fairness, delays, and handling of complaints, and may make recommendations for corrective action.
- Service NSW – Feedback and Complaints
https://www.service.nsw.gov.au/feedback - Service NSW Contact Centre
https://www.service.nsw.gov.au/contact
Phone: 13 77 88 - Service NSW Complaints Policy (PDF)
https://www.service.nsw.gov.au/system/files/complaints-management-policy.pdf - NSW Ombudsman – Make a Complaint
https://www.ombo.nsw.gov.au/complaints - NSW Ombudsman – Complaints We Handle
https://www.ombo.nsw.gov.au/complaints/what-we-handle - Find a Service NSW Location
https://www.service.nsw.gov.au/service-centre - Help in Your Language – Service NSW
https://www.service.nsw.gov.au/languages
Service NSW Complaints FAQs
How do I submit a complaint to Service NSW?
You can submit a complaint to Service NSW online, by phone, in person at a Service NSW Centre, or by post to the Customer Resolution Manager. Most people use the online feedback and complaints form or call 13 77 88 for faster handling. Include your contact details, reference numbers, a clear explanation of the issue, and the outcome you want to help staff resolve it quickly.
What happens after I lodge a complaint with Service NSW?
After you lodge a complaint with Service NSW, staff first try to resolve it immediately or escalate it to the Customer Resolution Team if needed. Written complaints are acknowledged and assigned to a Customer Resolution Officer who may contact you for more details. Service NSW aims to resolve written complaints within 20 business days and will update you if delays occur.
What should I include when making a Service NSW complaint?
When making a Service NSW complaint, include your contact details, reference or transaction numbers, and a clear explanation of the issue and desired outcome. Providing supporting details upfront helps avoid delays and reduces back-and-forth with the Customer Resolution Team. Being specific about what went wrong and what resolution you want makes it easier for Service NSW to act quickly.
How do I escalate a complaint if Service NSW doesn’t resolve it?
If Service NSW doesn’t resolve your complaint, you can request a review by a manager or ask the Customer Resolution Manager to reassess your case. Use your complaint reference number when following up by phone or email to avoid delays. If you’re still dissatisfied after internal escalation, you can lodge a complaint with the NSW Ombudsman for independent review.
You’ve done your part, now it’s time to hold Service NSW accountable.
Take the final step and submit a complaint that gets seen and responded to.