Last updated: 21 November 2024
Customer contact and accounts
At Service NSW we are committed to delivering a world-class one-stop shop for citizens and businesses wanting to access government services online, over the phone or face-to-face through one of our service centres located across the state.
We continually measure our performance and use customer feedback to improve the customer experience across the different channels.
Calls answered
Customer satisfaction
Service Centre customer visits
SNSW business accounts
Active mobile app users
Digital licences
Some NSW government licences and permits are available digitally, using a smartphone or tablet device. A digital licence allows you to view, show and renew that licence.
You'll need to have a MyServiceNSW Account and the latest version of the Service NSW app. You can then add the licence to your MyServiceNSW Account.
| Service | Related card or licence | Issued | Customer satisfaction * |
|---|---|---|---|
| NSW Digital Driver Licence (DDL) | NSW Driver Licence | 5 million | 92.3% |
| Digital seniors card | NSW Seniors Card or NSW Senior Savers Card | 279,797 | 96.4% |
| RSA or RSG competency card | Responsible Service of Alcohol (RSA) and/or Responsible Conduct of Gambling (RCG) card | 448,942 | 83.9% |
| Digital fishing licence | Recreational fishing licence | 326,770 | 50.3% |
| Digital boat driving licence | General boat driving licence | 309,398 | 54.5% |
| Digital photo card | NSW Photo Card | 109,529 | 88.9% |
| Digital WWCC | Working with Children Check | 749,466 | 83.7% |
| Digital white card | General construction induction card (white card) | 364,209 | 93% |
| Digital contractor licence | Individual contractor licence | 58,899 | 66.9% |
* Customer satisfaction reflected over last 12 months.
Cost of living programs
We deliver the Savings Finder program, including rebates and vouchers, in partnership with agencies such as Office of Sport, Create NSW and Transport for NSW.
The Savings Finder program is helping NSW residents save on everyday costs and more. By answering a few simple questions through our online eligibility tool, customers can identify more than 70 rebates and vouchers they may be eligible for. You can book a free one-hour appointment with our Savings Specialists, who will help you access savings available that are specific to your needs.
To date, it’s estimated we have delivered $9.88 billion in savings to the people of NSW from the Savings Finder program.
Schemes and rebates
| Program | Start date | Registrations | Claims paid | Value | Customer satisfaction |
|---|---|---|---|---|---|
| Far West Individual power outage grant | Opened November 2024 | 9,054 | 4,282 | $860,000 | 98.2% |
| Far West Business power outage grant | Opened November 2024 | 435 | 260 | $100,000 | 96.3% |
| Weekly Toll Cap Rebate | Opened April 2024 | 365,719 | 232,314 | $65.2m | 98.6% |
| Toll Relief Rebate Scheme | Opened January 2023 | 839,675 | 938,730 | $326.4m | 99.3% |
Vouchers
| Voucher | Start date | Vouchers issued | Redeemed | Value | Customer satisfaction |
|---|---|---|---|---|---|
| Active and Creative Kids | February 2024 | 380,568 | 203,070 | $10.1m | 96.7% |