Privacy statement

The nsw.gov.au is a whole of government website. Although NSW Government Digital Channels, which forms part of the Department of Customer Service (DCS), manages the platform (infrastructure), the content of the website is managed by individual NSW Government agencies. 

This Privacy Statement (Statement) details how we collect, use and store your information, and the processes we use to protect your privacy.

The nsw.gov.au website is transforming our customers’ digital experience with the NSW Government. We are making it easier to access the information and services you need without having to understand or navigate the structure of government. We are working with NSW Government agencies to build nsw.gov.au website as the one place for you to interact with the NSW Government. 

When you use the nsw.gov.au website, we may collect your information and data about your website usage to:

• provide you with a service in conjunction with a NSW Government agency
• improve the website and your access to our services.

You are at the centre of what we do, and we take your privacy and the protection of your data seriously. We will update this Statement to reflect changes in legislation, technology and our services when required.

Our legal requirements 

NSW Government agencies work to protect and secure your information in accordance with legal requirements under the Privacy and Personal Information Protection Act 1998 (NSW) and Health Records and Information Privacy Act 2002 (NSW). The NSW Privacy Commissioner provides fact sheets to help you understand the principles used to protect your personal and health information.  

How we handle your information 

Collecting your information

We collect and securely transfer your information to NSW Government agencies to provide you with a service, personalised information or to gather your feedback. The types of information collected varies depending on the service you are accessing, but may include personal, health or other sensitive information.

Privacy Collection Notice

We work with each NSW Government agency to ensure that we only collect the minimum amount of information required to complete the services requested. Every time we collect information from you, we provide a detailed Privacy Collection Notice. This notice identifies the fact that the information is being collected, reasons for collection, the intended recipients of the information, whether the collection is voluntary and any consequences of not providing the information, as well as your information rights and contact details for the agency’s Privacy Officer.

Sharing your information

Details of how your information will be used and shared will be contained in the Privacy Collection Notice provided to you at the time of collection. Your information may be disclosed without your consent to help prevent or lessen a serious and imminent threat to life or health, or when authorised or required to do so by law, or for the purposes of law enforcement.  

Storing your information

In very limited circumstances, NSW Government Digital Channels may securely store the data on behalf of NSW Government agencies for a maximum of 28 days. This data is protected physically with restricted building access and secure equipment locations, and with cybersecurity measures including firewalls, encryption, limited role-based access, and multi-factor authentication.  

Function and performance of the nsw.gov.au platform

When you use the nsw.gov.au website, we collect information to improve the performance of the nsw.gov.au website and the provision of services. This information does not include any personal information about you and is used to understand how people use the nsw.gov.au website and how we can improve the service. For detailed information about the data we collect when you use the nsw.gov.au website, please see the Web Analytics Collection Notice. 

Links to external sites

The nsw.gov.au website contains links to other sites. These links are identified with the ‘external sites’ icon (square with arrow) and may lead to:

• websites managed by different NSW Government agencies or non-government entities, individuals, or businesses
• webforms collecting information which may not provide, or be supported by, the Privacy Collection Notices referred to in this Statement
• email addresses (clicking on these links may automatically open a new email message in your default email program)
• phone numbers (clicking on these links may prompt you to choose an app to make a phone call).

NSW Government Digital Channels has no control over external linked sites, and as a result, when you visit a linked website, you will be subject to the privacy statement or policy of that website and will no longer be subject to this Statement, or the Privacy Collection Notices referred to in this Statement.

Find out more information about links to external sites.

Privacy enquiries and complaints 

Please do not hesitate to reach out to the Privacy Officer of DCS if you have any concerns or issues related to your privacy and/or the nsw.gov.au web portal, including questions about access and correction of personal information. 
Please note, we will share your information with another NSW Government agency to resolve any privacy issues and concerns.

DCS Privacy Officer
Department of Customer Services 
2-24 Rawson Place 
Sydney NSW 2000 
Email: privacy@customerservice.nsw.gov.au