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Learn about how we manage your feedback, from complaints to survey responses, and how we use it to review issues and improve our services.
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Customer feedback
We welcome your complaints, compliments and suggestions. Your feedback helps us understand what we're doing well and where we can improve the services we provide.
How to provide feedback (complaints, compliments and suggestions)
To provide feedback, you can use our online form, contact us by phone, or send a letter to:
When you submit feedback, we will ask you which team your feedback relates to, details about your feedback, any relevant reference numbers and your contact details so we can provide a response to you.
Do you need help with language, hearing and speech services?
Speak to us in your language
Call 131 450 and ask the interpreter to connect you to us.
You can use this service from 8:30am to 5:00pm, Monday to Friday.
Hearing or speech impairment
The National Relay Service (NRS) can help you if you’re d/Deaf or find it hard to hear or speak to hearing people on the phone. You can contact us using NRS by using one of the following options:
provide the NRS with our phone number +61 2 7808 6900.
If you need extra support to provide feedback, let us know and we will work with you.
What is a complaint?
A complaint is an expression of dissatisfaction made to or about us, related to our services, staff, or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
asking for an update, unless it relates to a delay
general feedback or suggestions.
Complaints about other agencies
If your complaint is about another NSW Government agency, we'll help connect you with the right agency to address your concerns. Where appropriate and with your permission, we can forward your complaint details to them for action and response.
What happens after I make a complaint?
Once you have submitted your complaint, the following will occur:
1
Acknowledge
You will receive an acknowledgement email within 2 business days.
2
Allocate
Your complaint will then be referred to a staff member in the relevant team to review. If we need more information from you about your complaint, we will contact you via phone or email.
3
Investigate
The staff member allocated to your complaint will investigate your complaint by considering all relevant information and any applicable legislation, regulations, policies and procedures. This may also include:
clarifying any issues or information you have provided
reviewing Revenue NSW records, including written records and telephone recordings
consulting with the relevant Revenue NSW team or employees.
4
Outcome
We aim to respond to complaints within 15 business days. Some matters may take more time and if this is the case, we will keep you updated.
The staff member handling your complaint will contact you via email or phone. Our response will include:
the outcome of the complaint
reason(s) for our decision
options available to pursue the matter further if you are not satisfied with the outcome.
Revenue NSW records the details of the complaints we receive to help us undertake regular complaint analysis and improve our services.
What outcomes are possible?
Depending on your complaint and circumstances, outcomes may include:
an explanation or clarification of our decision
corrective action where an error is identified
no change where we determine the decision was correct
updates or improvements to our processes, procedures, communications or website
an apology if we have made an error.
If you’re not satisfied with the outcome
If you are not satisfied with how Revenue NSW managed your complaint or its outcome, the following options are available:
Internal escalation You can request to have your complaint escalated by contacting the person who handled your complaint. Your complaint will then be escalated internally to an appropriate person for review and response.
External escalation You can take your complaint to the NSW Ombudsman, contact them by phone on 1800 451 524.
Other options
We’ll let you know if other options are available in your situation, so you’re clear on your next steps.
Our commitments
We are committed to handling complaints in a fair, respectful, and transparent way. When you make a complaint, we will:
listen to your concerns and take them seriously
treat you with courtesy and respect
act fairly and objectively
keep you informed about progress and next steps
clearly explain our decision and the reasons for it.
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.
