Had an issue with

Service NSW

? Get a real response.

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.

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.