Publications and reports

We produce a range of publications, surveys, reports and other resources.  You will find the most recent here.

Latest

An independent inquiry into the complaints handling process at the State Insurance Regulatory Authority (SIRA) has been established under Section 82 of the Government Sector Employment Act 2013. 

The Minister has appointed the Hon. Alan Robertson SC, a former judge of the Federal Court of Australia, to conduct the inquiry.

Read more here

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Effectiveness of SafeWork NSW in exercising its compliance functions Report

The Audit Office performance report into the “Effectiveness of SafeWork NSW in exercising its compliance functions” was tabled in Parliament on 27 February 2024. 

Read the report here

Group of warehouse workers wearing high visibility vests.

Independent Review of SafeWork NSW - Final report

Read the Final Report for the Independent Review of SafeWork NSW by The Hon Robert McDougall KC.

Three office workers looking at a booklet.

DCS Annual Report 2022 to 2023

This report covers the Department of Customer Service and cluster agencies from 1 July 2022 to 30 June 2023.

Read the report

Report cover of the Department of Customer Service Annual Report 2022-2023

Independent Review of SafeWork NSW – Interim Report

Read the Interim Report (31 May 2023) for the Independent Review of SafeWork NSW by The Hon Robert McDougall KC.

Two inspectors wearing white hard hats, one wearing a yellow vest and holding a clipboard, and the other wearing an orange vest, looking up at a building.

DCS Multicultural Plan 2023-2025

The DCS Multicultural Plan 2023-25 commits us to building a culture of care and belonging for our multicultural customers and employees. We’ve committed to continuing to deliver and improve the services we provide. DCS welcomes, respects and values our rich diversity of cultures and languages

Department of Customer Service Multicultural Plan 2023-2025

Home page image of multicultural plan 2023

Independent Review of SafeWork NSW – Terms of Reference

On 25 October 2022 the NSW Government announced the appointment of the Hon. Robert McDougall KC (the Independent Reviewer) to carry out an Independent Review of SafeWork NSW (the Review).

The Review will examine SafeWork NSW’s performance of its regulatory functions (including educational functions) under the Work Health and Safety Act 2011 (NSW).

Read the Terms of Reference.

Safework inspector

Complaint handling policy 

Our aim is to be the world’s most customer-centric government, where customers and communities can expect our services to be trusted, effective and easy, and this is supported by our commitment to acknowledging and responding to customers’ feedback. 

If there is something DCS can improve or you are not satisfied with our transactions, how we deliver services to you or how we have handled your feedback, we encourage you to let us know. 

Complaint handling policy

Friendly call centre worker

Aboriginal Employment Strategy

The Department of Customer Service is proud to announce our Aboriginal Employment Strategy. In keeping with Aboriginal tradition, we will adopt a holistic approach which broadens the purpose of the Strategy to not only include employment opportunities but to provide strong support to retain staff and ensure that career opportunities and promotions are accessible and practiced in a culturally inclusive environment.

Read the Aboriginal Employment Strategy (PDF 10.19MB).

Read the Aboriginal Employment Strategy update 2023-2024. (PDF 367.16KB)

Publication cover for Aboriginal engagement strategy.

Subjective wellbeing survey

The NSW Subjective Wellbeing Survey Pilot has been designed to help the NSW Government to understand people’s perspective on aspects of life that influence their wellbeing.

Beyond material conditions, such as income, there are aspects of life that are considered highly influential on individuals’ perception of wellbeing. To create a more complete picture of community wellbeing subjective wellbeing data can be used.

The results will help the NSW Government identify opportunities where it can improve service delivery.

Subjective wellbeing survey

Office worker in meeting

Digitalisation of construction report 

Designers and constructors involved in class 2 multi-story residential buildings were surveyed and interviewed as part of the research to determine how 'digital ready' the construction industry is.

Most class 2 builders and about half of class 2 designers are only at the 'basic' stage of digitalisation. 

While many want to improve their digital readiness, the biggest barrier is cost.

The report was undertaken by Western Sydney University and commissioned by the NSW Building Commissioner. 

How digital-ready is the construction industry

Front cover of Digitalisation of the Construction industry report

Aboriginal Customer Engagement Strategy

We want Aboriginal customers to receive our services in culturally safe and respectful ways to ensure full inclusion in social and economic opportunities.

Our Aboriginal Customer Engagement Strategy places Aboriginal customers at the centre of service design so that together, we can overcome any barriers they experience in accessing our services. 

This is our first Aboriginal Customer Engagement Strategy.  It was created in collaboration with Aboriginal people and communities. 

Download the strategy (PDF 13.1MB).

Learn about the Aboriginal Customer Engagement Strategy update 2022-2023 (PDF 211.15KB)

See the plan on a page (PDF 1MB) summary of the strategy.

Image of the front cover of the aboriginal engagement strategy

NSW Customer Strategy

The NSW Government is on a mission to become the world’s most customer-centric government by 2030. Being the most customer-centric government means we will centre everything around our customers – the people who live, visit, invest or do business in NSW.

The NSW Customer Strategy, 'Towards a customer-centric government' outlines the importance and benefits of customer-centricity. It explains what we will do to become the world's most customer-centric government by 2030.
 

NSW customer strategy cover page

More reports and publications

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