First of its kind Charter helping small business thrive

There are more than 870,000 small businesses in NSW, making up 97 per cent of all NSW
businesses. NSW small businesses employ about 43 per cent of the state’s private sector workforce,
equating to roughly 1.7 million people.

The Charter was launched by the Minns Labor Government in February 2024, with six principles that
underpin the government’s commitment to working with the small business community. Since then,
the Government has delivered some big wins for these small businesses including:

• More than 51,000 small businesses are now registered on buy.NSW, where they can sell their
  goods and services straight to the NSW Government and get paid quickly thanks to an
  updated Faster Payment Terms Policy.
   
• More than 800 new small businesses have started up (marking 1.6% growth) thanks to the
  revitalisation of the State’s night-time economy through the Vibrancy Reforms.
   
• More than 850 becoming export-ready and generating $212 million in sales through a
  partnership between Investment NSW and the Business Bureau.
   
• Responding to more than 315,000 requests for assistance, through The Service NSW
  Business Bureau and support small businesses through times of crisis such as the Far West
  power outage, Tropical Cyclone Alfred and the East Coast Severe Weather event.

The NSW Government has implemented several digital improvements and initiatives which have
made it easier for small businesses to access support, reduce administration time and help owners
stay focused on running and growing their business including:

• The Business Bureau worked with the motor vehicle repairers industry, Digital NSW and NSW
  Fair Trading to develop an online self-check compliance tool, which has seen more than
  12,000 completed questionnaires since going live in July 2024.
   
• More than 16.1 million emails sent to businesses in 2023-24 containing up-to-date
  information about government services, initiatives and legislative changes.
   
• The Business Bureau’s social media channels have reached more than 1.8 million people and
  generated more than 81,000 interactions, helping to promote key initiatives for small
  businesses including reforms to engineered stone, EV charging grants and procurement
  support.
   

Digitising services has helped small businesses save time and stay compliant, with more than
130,000 digital trade licences downloaded onto customer’s phones and about 400,000 service
centre visits avoided in 2023–24.

As the operating environment for small business changes with so much being done through digital
means, and customer buying habits changing accordingly, so too must government support and
programmes.

That is what the Business Charter responded to and has gradually brought support for small
business into one orbit – the Business Bureau - that is the key for small business to get the right
support from.

One small business, Emily Baggott from Posy Ceramics in Newtown, has been accessing support
from the Business Bureau since October 2024, including help with marketing and planning, network
opportunities, clientele growth and benefited from the digital solutions offered.

“The help I’ve received from Business Bureau expert Sam has been incredible” Emily says.

“I’ve been a ceramicist for years, but I was new to hosting events and workshops, so she connected
me with all the right people in the industry as well as the local area.

“It’s an amazing service and I would one hundred per cent recommend it to other business owners,
particularly if they are just starting out – the advice is really on point and it’s all free of charge.”

With small business owners facing growing challenges in recent years from disaster recovery and
staffing shortages to supply chain disruptions and rising costs, the Charter has been providing a
clear and consistent framework to guide NSW departments and agencies to deliver stronger and
more coordinated support for small businesses.

To view the Small Business Charter and Progress Report go to: nsw.gov.au/working-and-
business/charter-for-small-business-progress-report

Minister for Small Business, Janelle Saffin said:

“Small businesses are the backbone of our economy and the lifeblood of our communities. They
drive innovation, create local jobs, and build vibrancy across NSW.

“I see firsthand the strength of small business owners every day and I want to ensure the
government supports them to grow.

“This progress report shows the NSW Government is taking steps to help the small business
community, whether that’s through growing procurement opportunities, building their confidence to
reach overseas markets, or finding ways to cut red tape.

“We are putting the policy settings in place to support growth, and we are also providing direct
support through the Service NSW Business Bureau, which plays an integral role in supporting
businesses, including during natural disasters.”