Customer service statement

Our commitment to customer service is underpinned by the department's values including fairness, respect, integrity and responsibility. We aim to design and deliver flexible, innovative and reliable services which meet and exceed your expectations.

The department has a vision for a vibrant and dynamic NSW, where highly skilled and educated people achieve their potential, build social and economic prosperity, participate in activities that contribute to their wellbeing, and contribute as informed citizens.

In working towards this vision, all staff in the department have a role to play. This may be through providing experiences that inspire and facilitate teaching and learning, or working to engage and support our community.

The values that underpin our work include fairness, respect, integrity and responsibility. In providing excellent customer service we also aim to be flexible, innovative and reliable.

We demonstrate these values in the following ways:


We will be open and honest with you and follow through on our commitments. We will communicate how and why we have made our decisions. We place public interest over personal interest and consider people equally without prejudice or favour.


We will be courteous and responsive in dealing with your needs. We will maintain professional relationships with all customers including: students, parents and carers, colleagues, non-government organisations and business partners.

We will collaborate and listen to your feedback to do things in new and better ways.


We will be trustworthy, accountable and provide quality services, whether in the classroom, the office or the community.

We will be transparent in our decision making and use data and evidence to inform our decision making.


We will meet agreed time frames and deliver on our promises.

We will take responsibility for our actions and place you at the centre of our decision making.


We welcome your feedback and the opportunity to improve our services. We encourage you to provide feedback directly to our schools and services. You can also use Feedback Assist to tell us about your experience – this widget can be found on the right of the complaints, compliments and suggestions page on our website.

Find contacts throughout the department.

Find out how we respond to your correspondence.


We want to provide equitable access for our customers from diverse backgrounds.

Access our information in accessible formats.

Note: This customer service statement is the expected standard across the department and may be complemented by specific customer service commitments within business areas.


  • Education support operations
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