Embed the NSW Government Customer Commitments

The six NSW Government Customer Commitments are:

1. Easy to access – customers find our services easy to access when interactions are simple and services are readily available.
2. Act with empathy – our services are focused on understanding and responding to the situations, needs and points of view of our customers.
3. Respect my time – being respectful of time is key to a positive experience for customers using our services.
4. Explain what to expect – customers need to understand what steps are involved and be contacted when they need to know something.
5. Resolve the situation – customers expect us to deliver an outcome and be accountable for our actions along the way.
6. Engage the community – customers expect us to meaningfully engage with them about how they want services delivered.

We will use the NSW Government Customer Commitments to improve our services. We will be informed by the NSW Customer Experience Survey results and make improvements in response. We will develop specific customer service charters or standards or strengthen those we already have.

 We will be accountable by being transparent and open about our intentions, take shared responsibility for outcomes, and seek feedback from the people whose lives are affected by our decisions.