NSW Caretaker Period has commenced

The caretaker period for the NSW Election commenced on 1 March 2019. Accordingly, no ministerial press releases or related information issued by the Government from 1 March 2019 will be available on this website. For copies of recently-issued ministerial press releases or information on the election policies of any political party, please go to the website of the relevant political party.

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Customer Commitments

A customer vision can inspire, unite and empower employees to deliver high-quality services to customers.

The Customer Service Commissioner has used customer research and input from staff across the NSW Government to develop a clear picture of what customers expect when receiving government services. This vision for government service delivery is reflected in the draft Customer Commitments below.

  • Easy to engage

    Easy to engage

    Make it easy to access what I need

    Make it simple for me to understand

  • Act with empathy

    Act with empathy

    Show you understand my situation

    Treat me fairly and with respect

    Provide service in my time of need

  • Respect my time

    Respect my time

    Tell me what I need to know beforehand

    Minimise the need for me to repeat myself

    Make what I need to do straightforward

  • Explain what to expect

    Explain what to expect

    Be clear about what steps are involved

    Contact me when I need to know something

    Let me know what the outcomes could be

  • Resolve the situation

    Resolve the situation

    Be accountable for your actions

    Be clear in decision-making

    Reach an outcome

  • Engage the community

    Engage the community

    Listen to the community to understand our needs

    Ask us how we want services delivered


Do these draft Customer Service Commitments reflect what you expect when delivering and interacting with NSW Government services?

Provide feedback to the Commissioner