Carer Connect NSW Contact Us

The step you are stuck on determines who is best placed to help you:

• Step 1: accessing the Carer Connect NSW website or app – contact ChildStory Carer Connect NSW support (1300 359 696) or your caseworker
• Step 2: Log in using your Service NSW account – contact Service NSW via the online form https://www.service.nsw.gov.au/contact-us
• Step 3: ChildStory privacy and terms agreement – contact your caseworker
• Step 4: Prove your identity with 2 forms of identification - contact Service NSW via the online form https://www.service.nsw.gov.au/contact-us
• Step 5: Check your Service NSW account details - contact Service NSW via the online form https://www.service.nsw.gov.au/contact-us
• Step 6: Register for Carer Connect NSW using your WWCC application or clearance number – contact your caseworker.
• Step 7: Carer Connect NSW website or app – contact ChildStory Carer Connect NSW support (1300 359 696)
• For a more detailed explainer, download the troubleshooting guide. (PDF 1.54MB)

• Enter the email and password associated with your Service NSW account.
• Tap Continue.

• You will access the app using your existing Service NSW account.
• If you do not have a Service NSW account, you will need to create this before you can log in to Carer Connect NSW. To create an account, tap the ‘I don’t have an account. Create account’ hyperlink.
• Once you log in, you will need your Working with Children Check (WWCC) and Carer Register Household (CRH/APPH) numbers to complete the process
• You will be redirected to the Carer Connect NSW registration screen. Enter your:​
• Working with Children Check number/application number, and​
• CRH or APPH number.

Yes, you can use the same account on multiple devices.

• Sessions may expire for security reasons.
• The app may have been updated or reinstalled.

• Use the Reset Password link on the Service NSW login screen.
• Follow the instructions sent via email or SMS.

• All password resets are managed by Service NSW if problem persists follow their guidance for receiving support.
• If you still can’t log in, please contact your caseworker to confirm that your carer authorisation is recorded correctly in the Office of the Children’s Guardian’s Carer Register.

• Verify correct spelling and capitalisation.
• Ensure there are no extra spaces.
• Confirm the account uses the same login method.

Yes, click the Show link in the password field.

• MFA provides additional account security.

• Check spam/junk folders.
• Confirm mobile number or email address is correct.
• Request a new code.

• Follow account recovery procedures.
• Contact support if necessary.

• Too many failed login attempts.
• Security concerns or suspicious activity.

• If you want to try again, you'll receive an email with a link to help you unlock your account. This link expires in 5 days after it is sent to your email.
• You can also reset your password at any time to get back into your account.

• Treat as possible unauthorised access. 
• Do not approve or enter any code you didn't start. Immediately change your MyServiceNSW Account password, review registered devices/contact details, and report it to Service NSW. 
• Keep MFA enabled.

• Check internet connectivity.
• Close and reopen the app.
• Update to the latest version.
• If the problem persists, contact Service NSW for support

• Restart the app.
• Clear cache (if supported).
• Reinstall the app if needed.

• Ensure device compatibility.
• Update the app and operating system.

• Verify username/email and password.
• Ensure the account exists.

• Try again later.
• Check service status if available.
• Contact Service NSW if the problem persists

• You will need to go to account settings in your Service NSW account to change it

• For the Carer Connect NSW App (Mobile Publisher branded Salesforce app), the minimum is Android 11.0+ (Android WebView 90.0+) and iOS 17.0+. Update your OS and the app to the latest version. If your device can't meet the minimum, the app won't appear/update in the store.

Some things to check:

•  Version checks - OS/app version meets the Mobile Publisher minimum (Android 11+/iOS 17+ for a Salesforce-app build) and has been updated; 
• date & time set to automatic (clock skew breaks token validation); 
• Is the network stable; 
• clear cache or reinstall; 
• not using an old saved link.

• No, the app doesn't work offline. An internet connection is required to sign in and use the app.

• If the issue is occurring during sign-in or Multi Factor Authentication screens, contact Service NSW. 
• If the error occurs after registration (i.e. once you are inside the Carer Connect NSW app), contact Carer Connect NSW support: Email Carer Connect NSW Support carerconnect.support@dcj.nsw.gov.auor call 1300 356 696 Monday to Friday 9am to 5pm (excluding public holidays)