How can I access Department of Customer Service information?

Certain information known as "open access information" is required by law to be available on our website, free of charge. This information includes our policy documents, disclosure log and register of government contract.

1. Search on this website:

Under the Government Information (Public Access) Act 2009, certain information is required by law to be available on our website, free of charge.  This is called "open access information" and includes our:

You should check the open access information at the links above to see if the information you are looking for is already available. In addition to the “open access information” which Customer Service is required by law to make available, Customer Service also proactively releases a large volume of other information. Our publication guide will give you some guidance about the other kinds of information the Department of Customer Service holds and releases publicly.

If you cannot find the information you are looking for on this website, you can ask us whether the information has already been released by Customer Service proactively in some other form (eg., in printed form).

You can contact the GIPA team on 02 9219 3700 to ask if the information you are after has been released by Customer Service either on this website or in another form. Some publications may only be available on the payment of a fee, but we will let you know if that is the case.

2. Make an informal request:

If the information you are after has not already been published by Customer Service, but is information which raises no particular concerns in terms of possible public interest reasons why it should not be released, then Customer Service may be able to release it to you on request without the formalities of having to make a formal application.

If you think this applies to the information you are seeking you can make an informal request by emailing us at or call 02 9619 8672.

Generally, we try to release information we hold without the need for you to make a formal access application, unless there are good reasons to require one.

Under the Government Information (Public Access) Act 2009, however, Government agencies are not required to release information without an access application. Customer Service reserves the right to require you to lodge an access application, particularly if there may be significant public interest considerations that need to be taken into account in deciding whether the information can be released or if you request a large volume of information or if it would otherwise take Customer Service a significant amount of time to consider your request.

3. Make a formal access application:

If the information you are seeking is not available on this website and is not otherwise routinely provided by Customer Service on request, then you have a right to formally apply for access to specific information. You can formally apply for access by completing an online form

If you would like to email us your request, you can do so by filling out this PDF application form and emailing it to

We encourage you to call us first to discuss whether a formal application is required. You can contact us on (02) 9219 3700. 

Please call us if you wish to post your application to us.  

The Act says that we are only able to accept access applications that:

  1. Are in writing and lodged via email, through our electronic form, or sent to us by post;  
  2. Clearly state you are requesting information under the Government Information (Public Access) Act 2009 (NSW);
  3. Enclose the $30 application fee;
  4. State your name and include an email address or return postal address for us to contact you; and 
  5. Include as much specific information as necessary to enable us to identify the information you are asking for. I

If your application does not include these five things, it will be invalid and will not be processed. If that happens, we will let you know and we will work with you as far as is reasonable to help you make a valid application. 

Otherwise we will write to acknowledge receipt of a valid access application within 5 working days, and will deal with your application within 20 working days (subject to any extension allowed for under the Act). If any extension of time is required to deal with your application, we will let you know in writing.

Application fees and processing charges

The application fee for making an access application is $30. Processing charges can also be imposed at the rate of $30 per hour. In some circumstances an advance deposit can be required. We will let you know in writing if that applies to your application. Certain discounts may apply, including on financial hardship and public interest grounds – for more details see the NSW Information and Privacy Commission website.

Access application form

Although there is no legal requirement for you to use any particular form to make an access application (beyond satisfying the five requirements set out above), we have created an online form and a fillable PDF application form that you may wish to use for convenience.

Review Rights

The right to information regime allows applicants extensive rights of review, either as an internal review by the agency, or a review by the Information and Privacy Commission and the Administrative Decisions Tribunal. An application for internal review is $40, and must be made with 20 working days of a decision being notified to an applicant. Applications for review to the Information and Privacy Commission and the Administrative Decisions Tribunal must be made within 40 working days of a decision being made.

Relevant documents

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