How can I access Department of Customer Service information?

Request information from the Department of Customer Service and access readily available information.

Please note that the Department of Customer Service GIPA department will be closed from Monday 23 December 2024 – Friday 3 January 2025, inclusive. We will not be processing any access applications during this time. Our department will re-open on Monday 6 January 2025.

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Search for information on our website

Under the Government Information (Public Access) Act 2009, we are required to make certain information available on our website, free of charge. This is called 'open access information' and includes our:

Open access information also includes any information about the agency which is contained in any document tabled in Parliament (other than information which is published as a result of an order of Parliament). The DCS Annual Report is available on this website. The annual reports of other DCS agencies can be found on the relevant agency’s website. Other documents within this category, including submissions made to various Committee hearings, are published and available on the NSW Parliament website.

Any standard, code or other publication that has been applied, adopted or incorporated by reference in any Act or statutory rule that is administered by DCS can be found on our agency web pages.

Some publications may only be available upon payment of a fee, but we will let you know if that is the case.

We must also keep a record of any open access information that we do not make publicly available because of an overriding public interest against disclosure. During 2022-23, no open access information was withheld by DCS.

We also proactively release a large volume of other information. Our proactive release register outlines the kind of information we hold and release publicly.

If you cannot find the information you are looking for on our website, contact us by email or 02 9219 3700 to find out if the information has been released proactively in some other form.

Make an informal request

If the information you are after is not available, but is information which raises no particular concerns of why it should not be released, then Customer Service may be able to release it to you on request. 

If you think this applies to you, make an informal request by emailing or call 02 9219 3700.

Generally, we try to release information we hold without the need for you to make a formal access application, unless there are good reasons to require one.

Make a formal access application

If the information you are seeking is not available on this website and is not routinely provided by Customer Service on request, then you have a right to formally apply for access to specific information. 

Before applying, you can call us first on 02 9219 3700 to discuss if a formal application is required.

You can formally apply for access by: 

Application checklist  

Your application must include the following five things: 

  • be in writing and lodged via email, through our electronic form, or sent to us by post;  
  • clearly state you are requesting information under the Government Information (Public Access) Act 2009 (NSW);
  • include the $30 application fee;
  • include your name, an email address or return postal address, and 
  • include specific information to enable us to identify the information you are asking for. 

Processing times 


We will acknowledge receipt of a valid access application within 5 working days, and will deal with your application within 20 working days (subject to any extension allowed for under the Act). 

If any extension of time is required to deal with your application, we will let you know in writing.

Application fees and processing charges

The fee for making an access application is $30. 

Processing charges can also be imposed at the rate of $30 per hour. 

In some circumstances an advance deposit can be required. We will let you know in writing if that applies to your application. 

Certain discounts may apply, including on financial hardship and public interest grounds – for more details see the NSW Information and Privacy Commission.  The discount applies only to the processing charge, not the application fee. 

Payment options

You can pay by cheque, money order or EFT payment.

Please enclose a cheque or money order payable to Department of Customer Service with your application form.

EFT payment details

Subject description: your surname – GIPA application fee

Department of Customer Service 

Westpac Banking Corporation 
BSB: 032 001
Account number: 203164

ABN

81 913 830 179

Review Rights

You can request an internal review by the agency by completing the Internal application review form (PDF 199.28KB). 

An application for internal review is $40, and must be made with 20 working days of a decision being notified to an applicant. 

You can also request a review by the Information and Privacy Commission and the NSW Civil and Administrative Tribunal (NCAT) these must be made within 40 working days of a decision being made.  

Relevant documents

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