Frequently asked questions about family history records

If you can't get into our index, try clearing the browser's cache and history using the steps below.

1. On the computer, open the web browser (for example, Chrome, Firefox, Safari, or something else).
2. In the top right corner, select the menu (often shown as three dots).
3. Click ‘Delete browsing data.’
4. Choose a time range. To delete everything, select ‘All time’ or choose another time range.
5. Tick the boxes for ‘Browsing history’, ‘Download history’, 'Cookies and other site data' and 'Cached images and files.
6. Click ‘Delete’ or ‘delete from this device’.
7. If this still doesn’t work, check if the browser is due for an upgrade.
8. If you are still experiencing technical issues with the platform after following these steps, email eregistry-support@customerservice.nsw.gov.au with a description of the issue. We will aim to reply to your email within 10 business days. 

If you can't find a record, there could be errors in the names, dates, or places you are searching, or the record may never have existed.

For example, if a marriage record can't be found, it could be because the:

• marriage was not registered
• marriage did not occur in NSW (you could try other state registries)
• registration may have been missed when the records were indexed or digitised
• registration may have been incorrectly indexed  
• pre-1856 early church records may not have been provided to the Registry.

It can also help to check the index regularly. Index corrections and missing entries are routinely added when found, so you may discover your missing record at a later date.

If you find an error with the index, please let us know by emailing: 
bdm-research-unit@customerservice.nsw.gov.au.

Occasionally, multiple entries for the same record with the same registration number might be found. This usually means a change was made to the index such as a:

• correction
• spelling variations added e.g. Mac and Mc
• legitimation of a child
• change of name
• an index error.

Each time a correction is recorded, a new entry is added to the index. System limitations prevent us from deleting duplicate indexes. You can order any one of the entries and you will receive the same certificate.  

The recording of districts in the index has changed over time.

• Before 1856 the records have church codes e.g. CA is Church of England, St Phillip’s Sydney.  
• From 1856, the index usually shows the district where the event was registered e.g. Walgett.
• From 1970, district codes were used.
• During the 1990s, the district codes started to disappear from the index as the registration of events occurred in Sydney.
• By 1995, districts were no longer recorded, as all events in NSW were registered in Sydney, leaving the district column blank.

To find the codes to the church or district where the event was recorded go to Early church and district codes.  

By 1995, the district registries were no longer processing registrations. Forms were processed by the Central Registry office in Sydney, so the place of registration was no longer needed. 

These are records indexed by the Registry that are not official registrations. They could be:  

• declarations
• documents that were incomplete or submitted too late to be officially registered
• papers, for example, records of persons who died or married overseas (outside NSW) and could not be officially registered.

If you order one of these records, we will check if we hold a record or document and provide the information we hold. If we do not hold any further information, a refund will be offered.

 Yes, if the index doesn’t match the registration certificate, please let us know by emailing: 
bdm-research-unit@customerservice.nsw.gov.au. 

We will review the original record and correct the index to match the registration.

The quickest way to receive a certificate is via email. Printed and posted certificates take longer.

In the index, check the ‘PDF Availability’ column:

• ‘Readily Available’ – in most cases, the certificate will be received immediately by email.  
• ‘Unavailable’ - the certificate will be received after the record has been converted to PDF format.  

View the fees and processing times page for more information on the current delivery times.

‘PDF Unavailable’ simply means that we are yet to create a PDF version of the original image. After a record has been ordered and the PDF is created, the next person to order this record will receive it almost immediately by email.

While we can correct the index, we cannot change the original historic record or add missing registrations. 

The Registry’s policy on family history records is that certificates reflect the information recorded at the time of registration, including any spelling variations or mistakes.

View our Correcting Information in the Births, Deaths & Marriages Register and Certificates policy.

We recommend you try searching the index yourself first. See our search tips for using the family history index.  

You can request a Registry search which costs $58. The fee includes the cost of one certificate.  

To apply:  

1. Download and complete the Family History Search Application Form. The form can only be submitted in person or by post.
2. Include all available details such as full name, date and place of birth, death, or marriage.
3. Submit the form using one of the following options:
   1. In person:
      Visit the nearest Service NSW service centre.
   2. By post:
      NSW Registry of Births, Deaths & Marriages
      GPO Box 30
      Sydney NSW 2001
4. If you have submitted your application by post, we will review your application and email a secure payment link, using the email provided on the application form. 

The Registry no longer holds the original church records (pre-1856). In the 1960s, the Registry transcribed these records into volumes that match the original volumes or records.  

When a pre-1856 record is ordered, we transcribe this information into a certificate format. You can view microfilm copies of the original images of most of the pre-1856 records at the Museums of History in Kingswood and at most state libraries.

Visit our products and services page to apply for a certificate, if:  

• requesting a copy of your own birth or marriage certificate, or
• searching for someone else’s certificate that is not yet available on the index.

If it is for someone else, a Letter of Authority from an individual or next of kin may be required. For further information see the Registry’s Access Policy.