How can I provide feedback?

You can provide feedback by:

Why should I provide feedback?

We are committed to continuously improving our services and your feedback helps us achieve this goal.

What type of feedback can I provide?

You can provide compliments, suggestions or complaints.

When providing feedback we ask that you provide your full contact detail as we may need to respond to your email enquiry by phone or post when you re requesting information of a sensitive or confidential nature.


If you have a suggestion, we will formally acknowledge the suggestion and make sure it is assessed. If it has merit, we will see that it is implemented.

Note: A suggestion can be about additional services you would like to see and how these services are best delivered, or how to improve existing services.


If you have a complaint, we will:

  • formally acknowledge the complaint
  • aim to resolve the complaint within 15 working days. If it is a complicated matter that will take longer than 15 working days to resolve , we will keep you informed on the progress of your complaint.

Note: A complaint is defined as an expression of dissatisfaction with our administration or quality of service, but does not include complaints about government policy or individual tax liability.

What if I am not happy with the solution offered?

If you are not satisfied with our resolution of your complaint, you can make a complaint to the NSW Ombudsman.

Who is the NSW Ombudsman?

The NSW Ombudsman is an independent organisation that handles complaints about the administrative conduct of NSW government agencies. You can make your complaint directly to the NSW Ombudsman, however, we ask that you come to us first to give us an opportunity to try and resolve your issue.

How do you use the information collected?

We use the information provided to reply to you. It may be disclosed to third parties where it is required, allowed by law or where you have given you consent.

You can access the information we collect by contacting our Right to Information Officer.



02 9689 6200
8.30am - 5.00pm Monday to Friday

Right to information

Last updated: 13 February 2018