How we manage feedback

Customer Experience Survey

You might receive an email inviting you to participate in our Customer Experience survey after you have an interaction with Revenue NSW or one of our partner agencies.

Revenue NSW regularly conducts surveys to monitor customer experience and satisfaction levels with us. Your feedback helps us to understand your needs, preferences, and expectations, and we use this feedback to make informed and customer-focussed decisions to improve our services and the experience you have with us.

We try to ensure we don’t ask you to participate in more than one survey every six months.

How do I know this is a real email?

The email containing the survey invitation will appear in your inbox as coming from ‘Revenue NSW’ with the from address being ‘noreply@feedback.revenue.nsw.gov.au’.

We will never email you asking for your password, credit card or account details.

Your privacy

If you agree to take part in the Customer Experience Survey, your personal information remains confidential, and your privacy is protected.

Your feedback data is stored securely and used only for the purpose of improving our products and services.

You can review our privacy policy at https://www.revenue.nsw.gov.au/privacy for more details.

Customer Feedback

We welcome your suggestions, compliments and complaints.

To provide feedback you can contact us, use our online form, or send an email or a letter to:

Customer Feedback Coordinator – Revenue NSW
GPO Box 4042
Sydney NSW 2001

We will acknowledge your feedback within 2 business days of receipt and do our best to resolve your issue within 15 business days.

• Do not include any confidential information such as bank account details.
• Read our privacy statement.
• If you prefer, you can call us during business hours.

Complaints about our services

We are committed to providing excellent customer service and every attempt is made to deal with complaints within 15 working days. Some investigations may take more time and if this is the case, we will keep you updated.

Complaints about other agencies

Any complaint we receive regarding another government agency will be sent to that agency for their action and response.

Complaints handling policy

To ensure we handle complaints fairly, efficiently and effectively, we adhere to our complaints handling policy.

Not satisfied with our response?

If you’re not satisfied with our response, contact the NSW Ombudsman.

The NSW Ombudsman expects you to try to resolve your concerns directly with the agency before they will consider becoming involved.