Advocates from organisations, groups or government agencies can act on behalf of customers to help them resolve their debts managed by Revenue NSW. Learn how to apply to become an advocate.
What does an advocate do?
An advocate is an organisation such as a financial counselling or legal service, community group, government agency or other group that is authorised to act on behalf of customers to help them resolve their debt managed by Revenue NSW.
We understand that many people face unique challenges in their daily lives, which can make it difficult for them to resolve their debts with us. Advocates offer vital support to these customers by:
- Letting Revenue NSW know the customer is having difficulty paying their debts.
- Providing them with all available options to help them manage their debts.
- Working with them and Revenue NSW to find the best resolution option.
- Helping them avoid recovery action.
Find out more about what recovery action Revenue NSW may take for overdue fees.
How advocates provide support
Once you’re registered, you can:
access brochures for fines customers
access our outreach officers who can help you promote our services or assist with training your staff.
Our advocacy team can provide you with the following information to help your customer:
details of their debt and total amount owed
advice on the options available to your customer to the help resolve the debt such as setting up a payment plan.
In most circumstances, we’ll act on the information you give us by stopping any recovery action against your customers, to give you time to help them.
Apply to become an advocate
To contact us on behalf of your customers about managing a debt, you will need to become an approved advocate. To do this, you will need to read the advocacy charter and register yourself and any individual employees who may deal with us.
What we expect from our advocates
Act in the interest of your customer.
Consider all information when making decisions.
Be professional, and treat customers with dignity and respect.
Comply with legislative requirements.
Use our advocacy hotline for official purposes only.
Only contact us about customers you’re authorised to represent.
Don’t use the advocacy hotline for your own, a friend's or relative’s matter.
For personal matters, contact us through the channels available to the public.
Conflicts arise when private interests and professional duties intersect.
You must manage conflicts of interest, whether they exist, could exist in the future, or could be perceived by others to exist.
Where possible, avoid conflicts – ask one of your peers to take over.
If a conflict can’t be avoided, you must manage it.
Tell your manager and us as soon as you identify a conflict.
Conflicts of interest aren’t necessarily wrong, but they must be managed.
Get written consent from your customer before contacting us on their behalf, and be able to provide evidence of this should an audit occur.
Store information securely, so it can’t be accessed by unauthorised people.
Don’t share your customer’s information unless authorised by them or by law.
Information we give you can only be used to help customers manage their debts.
Understand and comply with your legal obligations.
Resources and support
The advocacy hotline is a priority service for advocates and provides support for vulnerable people including:
people experiencing a mental health condition
people with an intellectual or cognitive disability
people experiencing an alcohol or substance use disorder
inmates and people recently released from custody
people experiencing serious financial, medical or domestic hardship
Call 1300 135 627.