Client Feedback

How to provide feedback to the Office of State Revenue.

Service commitment

We are committed to continuously improving our client services.

Clients can help us improve our services by providing feedback about their dealings with us.

Why give feedback?

If our service does not meet your expectations, exceeds it or if you have a suggestion, let us know.

Your feedback helps us identify underperforming areas as well as areas performing above your expectations.

Compliments, suggestions and complaints

  • If you have a compliment in relation to our service, we will ensure that your comments are passed on to the person responsible.
  • If you have a suggestion we will formally acknowledge your suggestion and ensure that your suggestion is assessed and if it has merit, see that it is implemented.
  • A suggestion can be about additional services you would like to see and how these services are best delivered or how to improve existing services.

If you have a complaint, we will:

  • formally acknowledge your complaint
  • aim to resolve your complaint within 15 working days. We will keep you informed of the progress of your complaint if it is a complex matter that takes more than 15 working days to resolve.

A complaint is defined as an expression of dissatisfaction with our administration or quality of service but does not include complaints about Government policy or individual tax liability.

How to provide feedback?

There are a number of ways in which you can provide feedback to us. These include:

  • completing a Client Feedback form
  • e-mail
  • coming into one of our offices
  • calling any of our enquiry lines.

Privacy statement

The information we collect on the feedback form will be used by us to reply to you. It may be disclosed to third parties where it is required or allowed by law or where you have otherwise consented.

You can access the information we have collected by contacting our Privacy Coordinator.

External review

We will try to resolve the issues you raise, however if we are unable to provide you with a satisfactory solution, you have the option of requesting an Alternative Dispute Resolution from the NSW Ombudsman.

NSW Ombudsman

The NSW Ombudsman office is an independent organisation established to review matters about treatment of individuals by NSW government agencies.

You can take your complaint directly to the NSW Ombudsman. However, we request that you approach us in the first instance to give us an opportunity to try and resolve your issue.

For more information on feedback, contact us.

Phone
+61 2 9689 6200 - Interstate and international clients
8.30am - 5.00pm Monday to Friday
Mail
Office of State Revenue
GPO Box 4042
SYDNEY NSW 2001
DX Mail
DX 456 Sydney
Media Enquiries

Last updated: 24 March 2016