Agency Information Guide

The Department of Finance, Services and Innovation (DFSI) is a service provider and regulator.

DFSI supports sustainable government finances, major public works and maintenance programs, government procurement, information and communications technology, corporate and shared services, consumer protection, administration of State taxation and revenue collection, and NSW land and property administration.

DFSI Structure

The most up-to-date information about DFSI’s structure and functions is located on our website under “About Us”. You will also find a copy of the department’s organisational structure here.

Our functions

We have eight divisions which carry out our functions:

  • Customer Service (comprising Service NSW and Titling and Registration Services) – deliver customer-facing transactions on behalf of all government agencies, providing a single point of contact for customers for a range of licensing and transactional services.
  • Regulation (comprising SafeWork NSW and NSW Fair Trading) – regulate, educate and provide services directly to individuals and businesses to create a fair, safe and equitable marketplace and investigate unfair practices. Provide regulatory services to ensure workplaces are safe. Regulate land titling systems in NSW.
  • SIRA – Regulate statutory insurance schemes to ensure insurance supports road users, workers and homeowners.
  • Property and Advisory – manage the leasing, utilisation, acquisition and disposal of significant property assets across government. Provide valuation, facilities management, place management and asset management advisory services across government.
  • Revenue NSW– state revenue, taxation fines and debt collection programs.
  • ICT & Digital Government – drive whole of government reform in ICT, spatial and surveying services, procurement and shared services and lead government’s digital and data agenda.
  • Government and Corporate Services – includes a range of specialised services such as whole-of-government procurement.
  • Office of the Secretary – Risk and internal audit, information access and privacy services, central policy, corporate planning and performance, Ministerial liaison, and others.

Our Code of Ethics

As a regulator and service provider for the NSW Government, individuals across NSW are affected by how we perform our functions.

DFSI employees are required to act in the public interest bound by the values described in our Code of Conduct, being Integrity, Service, Accountability, Trust.

Public participation

The department has a number of ways you can provide feedback. You can make a comment, participate in formulating the department's policies, or to participate in the exercise of the department's functions. Generally, members of the public can contribute and/or participate in policy formulation, to make suggestions, or raise issues that they feel are of concern to them or to the public at large by contacting the relevant head of the Division or Office or the Secretary of the Department of Finance, Services and Innovation.

Business areas may, on occasion, provide an opportunity for members of the public to make submissions on discussion papers, blueprints and reports. In instances where submissions are sought, information on public participation is outlined on the relevant website (see details below).

Members of the public may provide feedback on the functions and policies of the Department. In particular, feedback may be given about:

  • the quality of the service received from a staff member
  • the conduct of a staff member
  • a decision made by a Business area
  • a policy or procedure

Feedback can be in the form of an email, letter telephone or in person over the counter. Contact information for each area of the Department is available on the relevant web page. An online feedback form is available for providing written feedback regarding Business areas within the Department. 

Additionally, DFSI was an early adopter of the recent whole-of-Government initiative,  Feedback Assist. This is an online tool that ensures there is ‘no wrong door’ for customer feedback across Government. Implementation has been an extensive exercise in collaboration, with the tool now live on 173 of a potential 201 Government sites.

The tool was developed in direct response to customer survey data telling us that customers are more satisfied if they can readily provide feedback and if the feedback is responded to appropriately.

Customers of DFSI are encouraged to provide their feedback directly via the Feedback Assist widget located on DFSI home pages. Their feedback is tracked and reported and is generally used to improve the provision of government services.

If a complaint is serious or complex, it is generally best to put it in writing (see below).

Subscription to our content

As stated earlier, each division of DFSI advertises and promotes public participation in current policy development, review and reform processes.

The best way to participate is to subscribe to our mailing lists, newsletters and social media pages, available at the following links:

NSW Fair Trading:

Facebook, Twitter, YouTube, RSS Feed, newsletter subscriptions

Service NSW:

Facebook, Twitter, Instagram, YouTube, LinkedIn, news and updates

Revenue NSW:

Facebook, Twitter, LinkedIn, YouTube, newsletters

SafeWork NSW:

Facebook, Twitter, YouTube, LinkedIn

ICT and Digital Government:

Facebook, Twitter, YouTube

Property NSW:

YouTube, News feeds, LinkedIn

SafeWork NSW:

Online safety webinars, SafeWork Wrap (news, updates, alerts for industry and employees), Transport Operators Safety Network (TOSN), Workplace safety alerts and news updates.

You can also subscribe to DFSI’s media alert feeds (RSS feeds) and monitor our “have your say” websites. Following is a list of useful public participation contact points:

Complaints and feedback

In addition to the Feedback Assist widget mentioned above, DFSI also invites you to submit your questions, complaints or feedback about any of its agencies, programs, policies or reforms. You can contact us by phone or email, but can also submit an online form with your comments or queries.

To contact us, please visit the DFSI “Contact Us” page of our website. For any enquiries or feedback, please leave your comments via our online form.

Generally, our individual agencies also have their own individual online contact forms, as listed below:

Fair Trading:

Contact Fair Trading or submit your comments via its feedback process.

SafeWork NSW:

Keep up to date by viewing SafeWork’s safety alerts, getting involved in their latest initiatives and subscribing to SafeWork Wrap.

Visit SafeWork’s “Customer Feedback” page

Revenue NSW:

Contact Revenue NSW or leave your feedback on a client feedback form.

Office of the Registrar General:

Contact Office of the Registrar General or submit an online enquiry.


You can contact SIRA or leave your feedback via the “contact us” page.

ICT and Digital Government:

Contact ICT and Digital Government and leave your enquiry online.

DFSI’s complaints policy provides further details on complaint handling. If a member of the public is unsure of who to speak to about their feedback, or if the process of making a complaint is unclear, Ministerial Services may be contacted and will refer members of the public to the appropriate area, and answers questions about the complaint process.

Information access

Divisions across DFSI keep records associated with their core functions in regulation and the provision of services.

This includes the personal information of members of the public that is collected, stored, used and disclosed in accordance with the Privacy and Personal Information Protection Act 1998 (PPIP Act).

What kind of government information do we have?

Open access information

DFSI has a strong focus on open government and is committed to making government information open, accessible and transparent for members of the public. Our commitment is underpinned by the key principles of strengthening access to information for the public, assisting collaboration on policy and service delivery and making government agencies more consultative and participative, to ensure a system of government that is accountable and effective.

The Department’s open access information is publicly available information (as provided for in sections 6 and 18 of the GIPA Act). All open access information is available under the relevant webpage for business area and will be uploaded in stages on the OpenGov NSW website. This information is free of charge and includes the following:

  • policy documents
  • Agency Information Guide
  • tabled documents
  • disclosure log of access applications
  • records of information that are not publicly available
  • government contracts registers.

Open access information also includes the following (as prescribed by Schedule 1 of the Government Information (Public Access) Amendment Regulation 2010):

  • a list of the Department’s major assets, other than land holdings, appropriately classified and highlighting major acquisitions during the previous financial year
  • the total number and total value of properties disposed of during the previous financial year
  • the guarantee of service; and
  • the code of conduct

A range of publicly released information is made readily available at the following:

OpenGov NSW and Data NSW bring together government datasets and information published by NSW Government agencies in a consolidated, searchable format. To find DFSI information search for “Department of Finance, Services and Innovation” under “organisations” or in the “Published by” searches.

All current DFSI policies and strategic planning documents are available on our website

All documents we table in Parliament are published on the Parliament of New South Wales website.

All DFSI tenders and contracts awarded are published in accordance with the GIPA Act and searchable on NSW eTendering.

DFSI’s disclosure log of GIPA decisions is digital and the information available and also searchable under GIPA on both OpenGov and OpenData.

If you have difficulties locating information that should be released proactively or you feel should be made available free of charge, please contact the DFSI GIPA Hotline on 9619 8672 or

Proactive release of information

The proactive release of information is a discretionary power to release information in any manner considered appropriate, free of charge or at the lowest reasonable cost (sections 7 & 72 of the GIPA Act).

This Department promotes the release of newly published information, which may be of interest to the public and has programs in place within each Division for the proactive release of information.

Information which may be released in this way includes (and is not limited to):

  • guidelines
  • internal procedures
  • brochures
  • bulletins
  • fact sheets; and
  • and any other information which may be of interest to the public.

Informal access

The GIPA Act authorises the release of government information in response to an informal request unless there is an overriding public interest against disclosure (section 8 of the GIPA Act).

If we haven't freely published the information you seek as “open access information”, we may be able to release it to you without the need for a formal access application. We generally provide the following types of information in response to an informal request:

  • your personal information
  • copies of correspondence sent to us by you
  • applications and supporting documents sent to us by you
  • insolvency information of companies if you are an insolvency practitioner
  • documents such as customer transaction database notes that contain only personal information about you
  • documents that may have already been made public in some other way 
  • other reasonable requests for release of information that would not raise any potential public interest or privacy concerns.

This form of release does not require a fee or an application form. Information may be released with deletions, released subject to reasonable conditions, or released in a preferred form. We may impose conditions on the use or disclosure of information that is released in response to an informal request.

Our guarantee of service means that DFSI aims to respond to all informal requests for information within five working days of receipt.

Formal access

If the information you are looking for is not published by us or available by informal request, you may wish to make a formal access application in writing under the Government Information (Public Access) Act 2009 (GIPA Act). Access applications are subject to application fees and processing charges. We will not release information if there is an overriding public interest against its disclosure.

Our guarantee of service means that DFSI will process at least 95 per cent of all formal applications for information within statutory or agreed timeframes.

Officers in DFSI’s Ministerial Services are authorised to determine all requests to access information under the GIPA Act. In addition, Ministerial Services is also authorised to handle any privacy complaints or requests for review under section 53 of the PPIP Act. This includes independent agencies and public offices within the DFSI cluster, such as State Insurance Regulatory Authority (SIRA), Office of the Valuer General (OVG), Place Management, Long Service Leave Corporation, Professional Standards Authority, and many others.

Information which may not be disclosed

An access application cannot be made for information specifically excluded under Schedule 1 and 2 of the Government Information (Public Access) Act 2009, such as information that relates to the complaint handling and investigative functions conferred by or under any other Act, or Cabinet or Executive Council information. That information is “excluded information” under the GIPA Act.

For some categories of information, while an access application may be made there is a presumption against release. The list of categories is set out at Schedule 1 of the Government Information (Public Access) Act 2009.

You can find out more about your right to information by visiting Information Privacy Commissioner NSW.

Contact Us

If you have any questions about the information DFSI holds please contacts us on:

GIPA and Privacy Hotline: 02 9619 8672


Information access:


Ministerial Services
Level 22 McKell Building
2-24 Rawson Place