1. Policy statement
This policy outlines how customers can lodge complaints and provide feedback to the NSW Registry of Births, Deaths & Marriages (the Registry), and how the Registry manages and responds to that feedback. This policy should be read in conjunction with the Department of Customer Service Complaint Handling Policy. The Registry is committed to responding to complaints promptly and effectively, meeting minimum complaint handling standards, and using feedback to improve services.
2. Contacting the Registry
Customers can lodge complaints, compliments, or suggestions in the following ways:
- an online feedback form
- by email at bdmsupport@customerservice.nsw.gov.au
- by post to NSW Registry of Births, Deaths and Marriages, GPO Box 30, Sydney NSW 2001.
3. Accessibility assistance
Accessibility and interpreter services are available through the National Relay Service and approved translation services to ensure equitable access to Registry services. Further contact details are available on the Registry website.
4. Complaints, compliments and suggestions
A complaint is an expression of dissatisfaction with the Registry’s services, including service standards, costs, accessibility, website functionality, or other operational matters. Compliments and suggestions are encouraged and recorded for service improvement.
5. Responding to complaints
All feedback is assessed to determine whether it constitutes a complaint and whether follow-up action is required. Acknowledgement is provided within five business days. The Registry aims to issue a full response within 20 business days. Interim updates are provided where additional time is required.
6. Unreasonable customer behaviour
The Registry is committed to respectful service delivery. Where customer behaviour becomes unreasonable or unsafe, staff may limit contact or escalate matters in line with NSW Ombudsman guidance, while ensuring access to essential services.
7. Review and escalation
Customers may request an internal review of a complaint outcome. If dissatisfied with the outcome of an internal review, complaints may be escalated to NSW Civil and Administrative Tribunal (NCAT) or the NSW Ombudsman.