{"id":"nsw:act-2013-039","name":"Service NSW (One-stop Access to Government Services) Act 2013","slug":"service-nsw-one-stop-access-to-government-services-act-2013","collection":"act","jurisdiction":"nsw","status":"in_force","isInForce":true,"actNumber":"39 of 2013","makingDate":null,"administeringDepartment":null,"currentVersion":{"id":29815,"registerId":"nsw-act-2013-039-current","compilationNumber":null,"startDate":"2026-04-01","status":"InForce","reasons":null,"registeredAt":null},"sections":[{"sectionNumber":"Part 1","sectionType":"part","heading":"Preliminary","content":"# Part 1 Preliminary\n\nPart 1 Preliminary","sortOrder":0},{"sectionNumber":"1","sectionType":"section","heading":"Name of Act","content":"#### 1 Name of Act\n\n1 Name of Act\n\n> This Act is the [Service NSW (One-stop Access to Government Services) Act 2013](/view/html/inforce/current/act-2013-039).","sortOrder":1},{"sectionNumber":"2","sectionType":"section","heading":"Commencement","content":"#### 2 Commencement\n\n2 Commencement\n\n> This Act commences on the date of assent to this Act.","sortOrder":2},{"sectionNumber":"3","sectionType":"section","heading":"Definitions","content":"#### 3 Definitions\n\n3 Definitions\n\n> > (1) In this Act—\n> > \n> > authority means a licence, permit, approval or any other authorisation.\n> > \n> > customer service function—see section 5.\n> > \n> > delegate includes sub-delegate.\n> > \n> > function includes a power, authority or duty, and exercise a function includes perform a duty.\n> > \n> > Government agency means—\n> > \n> > > (a) a Minister, or\n> > \n> > > (b) a Public Service agency within the meaning of the [Government Sector Employment Act 2013](/view/html/inforce/current/act-2013-040), or\n> > \n> > > (c) a statutory body representing the Crown, or\n> > \n> > > (d) a body (whether incorporated or unincorporated) established or continued for a public purpose by or under the provisions of a statutory instrument, or\n> > \n> > > (e) the NSW Police Force, or\n> > \n> > > (f) the Teaching Service, or\n> > \n> > > (g) the NSW Health Service, or\n> > \n> > > (h) a wholly-owned subsidiary of the Crown in right of the State or of a Government agency, or\n> > \n> > > (i) a council, a county council or a joint organisation within the meaning of the [Local Government Act 1993](/view/html/inforce/current/act-1993-030), or\n> > \n> > > (j) the Chief Commissioner of State Revenue, or\n> > \n> > > (k) a person or body declared by the regulations to be a Government agency.\n> > \n> > health information has the same meaning as in the [Health Records and Information Privacy Act 2002](/view/html/inforce/current/act-2002-071).\n> > \n> > information includes personal information and health information.\n> > \n> > personal information has the same meaning as it has in the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133).\n> > \n> > Secretary means the Secretary of the Department of Customer Service.\n> > \n> > Service NSW means the Service NSW Division of the Government Service.\n> > \n> > Note.\n> > \n> > The [Interpretation Act 1987](/view/html/inforce/current/act-1987-015) contains definitions and other provisions that affect the interpretation and application of this Act.\n> \n> > (2) Notes included in this Act do not form part of this Act.\n> \n> **s 3:** Am 2017 No 22, Sch 4.42; 2017 No 65, Sch 2.30 \\[1\\]; 2021 No 35, Sch 1\\[1\\]; 2026 No 2, Sch 1.4\\[1\\].","sortOrder":3},{"sectionNumber":"Part 2","sectionType":"part","heading":"One-stop access to Government services","content":"# Part 2 One-stop access to Government services\n\nPart 2 One-stop access to Government services","sortOrder":4},{"sectionNumber":"4","sectionType":"section","heading":"Functions of Secretary","content":"#### 4 Functions of Secretary\n\n4 Functions of Secretary\n\n> The Secretary has the following functions—\n> \n> > (a) the customer service functions delegated to, or otherwise conferred on, the Secretary by or under this Act or another Act,\n> \n> > (b) any functions conferred or imposed on the Secretary by or under this Act or another Act,\n> \n> > (c) any other functions relating to the delivery of Government services to the people of New South Wales, as directed by the Minister.\n> \n> **s 4:** Subst 2020 No 3, Sch 2\\[1\\]. Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":5},{"sectionNumber":"5","sectionType":"section","heading":"Customer service functions","content":"#### 5 Customer service functions\n\n5 Customer service functions\n\n> The following functions are customer service functions—\n> \n> > (a) receipt of applications or fees for, or related to, authorities granted under an Act, or otherwise obtained from a Government agency,\n> \n> > (b) issue of authorities and other functions relating to authorities granted under an Act, or otherwise obtained from a Government agency,\n> \n> > (c) provision of information or advice about Government services or State legislation or any other matter,\n> \n> > (d) receipt of payments or claims for payments, or making of payments,\n> \n> > (e) any function of an agency of the Commonwealth Government, an agency of the Government of another State or Territory or an agency of the Government of another country, as referred to in section 9,\n> \n> > (f) any function of a person (other than a Government agency or an agency referred to in paragraph (e)) as referred to in section 10,\n> \n> > (g) any function prescribed by the regulations for the purposes of this section,\n> \n> > (h) any function that is ancillary to a function referred to in paragraphs (a) to (g).\n> \n> **s 5:** Am 2020 No 3, Sch 2\\[2\\].","sortOrder":6},{"sectionNumber":"5A","sectionType":"section","heading":"Fees and payments relating to special circumstances","content":"#### 5A Fees and payments relating to special circumstances\n\n5A Fees and payments relating to special circumstances\n\n> > (1) This section applies if—\n> > \n> > > (a) a special circumstances declaration is published, and\n> > \n> > > (b) as a result of the declaration—\n> > > \n> > > > (i) a Government agency, or the head of the agency, on whose behalf the Secretary carries out customer service functions gives the Secretary written notice that fees to be received, or received, by the Secretary on behalf of the agency are to be waived, reduced, postponed or refunded, in whole or part, or\n> > > \n> > > > (ii) the Minister directs, by written notice given to the Secretary, that a relevant payment is to be made to a Government agency on behalf of a person or a class of persons.\n> \n> > (2) The Secretary and members of the staff of Service NSW are, in accordance with the written notice—\n> > \n> > > (a) to waive, reduce, postpone or refund the fees, in whole or part, or\n> > \n> > > (b) make the payment.\n> \n> > (3) In this section—\n> > \n> > relevant payment means a payment that is required by or under an Act to be made to a Government agency.\n> > \n> > special circumstances declaration means—\n> > \n> > > (a) a Natural Disaster Declaration for the purposes of the Natural Disaster Relief and Recovery Arrangements jointly administered by the Commonwealth and the States and Territories, or\n> > \n> > > (b) a declaration under section 33 of the [State Emergency and Rescue Management Act 1989](/view/html/inforce/current/act-1989-165) that a state of emergency exists in the whole or part of New South Wales, or\n> > \n> > > (c) another declaration prescribed by the regulations.\n> \n> **s 5A:** Ins 2020 No 3, Sch 2\\[3\\]. Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":7},{"sectionNumber":"6","sectionType":"section","heading":"Updating customer information with other agencies","content":"#### 6 Updating customer information with other agencies\n\n6 Updating customer information with other agencies\n\n> > (1) The Secretary may disclose information about a person, that is obtained in the course of providing a relevant function to that person, to another Government agency.\n> \n> > (2) The Secretary may disclose the information to the other Government agency only if the person consents to the disclosure of the information to that other agency.\n> \n> > (3) The regulations may make provision for or with respect to the provision of consent for the purposes of this section.\n> \n> > (4) The Minister is not to recommend the making of a regulation under subsection (3) unless the Minister has certified that the Privacy Commissioner has been consulted on the proposed regulation.\n> \n> > (5) In this section—\n> > \n> > relevant function means—\n> > \n> > > (a) a customer service function on behalf of a Government agency, or\n> > \n> > > (b) another function relating to the delivery of Government services under section 4(c).\n> \n> **s 6:** Am 2020 No 3, Sch 2\\[4\\] \\[5\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":8},{"sectionNumber":"7","sectionType":"section","heading":"Delegation of customer service functions to Secretary under other Acts or instruments","content":"#### 7 Delegation of customer service functions to Secretary under other Acts or instruments\n\n7 Delegation of customer service functions to Secretary under other Acts or instruments\n\n> > (1) A Government agency or any other person may, under a provision of an Act or an instrument that permits the delegation of a customer service function by the agency or person (a delegation provision), delegate the customer service function to the Secretary.\n> \n> > (1A) To remove any doubt, subsection (1) applies to the delegation by a Minister of any of the Minister’s delegable functions under section 9.7(1)(b) or (d) of the [Government Sector Finance Act 2018](/view/html/inforce/current/act-2018-055) that are customer service functions.\n> \n> > (2) A delegation provision of any such Act or instrument extends to the Secretary as if the Secretary were a person to whom functions could be delegated under that provision.\n> \n> > (3) A delegation provision under which a customer service function is delegated to the Secretary extends so as to authorise the Secretary to sub-delegate the function under that provision to any of the following persons—\n> > \n> > > (a) a member of staff of Service NSW,\n> > \n> > > (b) a person, or a member of a class of persons, prescribed by the regulations.\n> \n> > (4) Subsection (3) and any sub-delegation by the Secretary under a delegation provision are subject to the terms of the delegation to the Secretary, including any restriction on sub-delegation in those terms.\n> \n> > (5) A customer service function of a council, a county council or a joint organisation within the meaning of the [Local Government Act 1993](/view/html/inforce/current/act-1993-030) must not be delegated to the Secretary by the council, county council or joint organisation or any other person unless the council, county council or joint organisation, by a resolution of the council, county council or joint organisation, approved the delegation before it was made.\n> \n> **s 7:** Am 2017 No 65, Sch 2.30 \\[2\\] \\[3\\]; 2020 No 3, Sch 2\\[6\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":9},{"sectionNumber":"8","sectionType":"section","heading":"Secretary may enter agreements to exercise customer service functions","content":"#### 8 Secretary may enter agreements to exercise customer service functions\n\n8 Secretary may enter agreements to exercise customer service functions\n\n> > (1) The Secretary and a Government agency, or a person authorised on behalf of a Government agency, may enter into an agreement—\n> > \n> > > (a) for the Secretary to exercise a non-statutory customer service function of the agency, or\n> > \n> > > (b) with respect to the exercise of a customer service function delegated to the Secretary.\n> \n> > (2) Without limiting subsection (1), the Secretary may enter into an agreement under that subsection with the Commissioner of Fines Administration with respect to the exercise of a penalty notice function. This subsection has effect whether or not any arrangement entered into under section 114 (2) of the [Fines Act 1996](/view/html/inforce/current/act-1996-099) permits such an agreement to be made.\n> \n> > (3) The Secretary may exercise a customer service function or other function conferred under an agreement under this section in accordance with that agreement.\n> \n> > (4) An agreement must not be entered into under this section by, or on behalf of, a council, a county council or a joint organisation within the meaning of the [Local Government Act 1993](/view/html/inforce/current/act-1993-030) unless the council, county council or joint organisation, by a resolution of the council, county council or joint organisation, approved the agreement before it was entered into.\n> \n> > (5) In this section—\n> > \n> > penalty notice function means—\n> > \n> > > (a) a function exercisable under an arrangement entered into by the Commissioner of Fines Administration under section 114 (2) of the [Fines Act 1996](/view/html/inforce/current/act-1996-099), or\n> > \n> > > (b) any function conferred on the Commissioner of Fines Administration under section 114 of the [Fines Act 1996](/view/html/inforce/current/act-1996-099).\n> \n> **s 8:** Am 2013 No 82, Sch 2.17 \\[1\\] \\[2\\]; 2017 No 65, Sch 2.30 \\[4\\] \\[5\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":10},{"sectionNumber":"9","sectionType":"section","heading":"Customer service functions of agencies of other jurisdictions","content":"#### 9 Customer service functions of agencies of other jurisdictions\n\n9 Customer service functions of agencies of other jurisdictions\n\n> > (1) This section applies to a function of an agency of the Commonwealth Government, an agency of the Government of another State or Territory or an agency of a Government of another country that is prescribed as a customer service function, or is of a class of functions prescribed by the regulations as customer service functions, for the purposes of this section.\n> \n> > (2) The Secretary may exercise a customer service function that is delegated to the Secretary under an Act of the Commonwealth or another State or Territory or under an instrument made under any such Act.\n> \n> > (3) The Secretary may sub-delegate a customer service function delegated to the Secretary under any such Act, if permitted to do so by or under the Act.\n> \n> > (4) The Secretary may enter into an agreement with an agency of the Commonwealth Government or of the Government of another State or Territory, or any other person authorised to do so under a law of the Commonwealth or the State or Territory, with respect to the exercise of a customer service function of the agency.\n> \n> > (5) The Secretary may enter into an agreement with an agency of the Government of another country, or a person authorised by that Government to do so, with respect to the exercise of a customer service function of the agency.\n> \n> > (6) Without limiting subsections (4) and (5), any such agreement may provide for the collection, disclosure and use of information.\n> \n> > (7) The Secretary may exercise a customer service function conferred under an agreement under this section in accordance with that agreement.\n> \n> **s 9:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":11},{"sectionNumber":"10","sectionType":"section","heading":"Customer service agreements with non-government entities","content":"#### 10 Customer service agreements with non-government entities\n\n10 Customer service agreements with non-government entities\n\n> > (1) This section applies to a function of a person (other than a Government agency or an agency of another Government) that is prescribed as a customer service function, or is of a class of functions prescribed by the regulations as customer service functions, for the purposes of this section.\n> \n> > (2) The Secretary may enter into an agreement with a person with respect to the exercise of a customer service function of the person.\n> \n> > (3) Without limiting subsection (2), any such agreement may provide for the following—\n> > \n> > > (a) the collection, disclosure and use of information,\n> > \n> > > (b) joint arrangements for the exercise of customer service functions and related matters.\n> \n> > (4) The Secretary may exercise a customer service function conferred under an agreement under this section in accordance with the agreement.\n> \n> **s 10:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":12},{"sectionNumber":"11","sectionType":"section","heading":"Internal records","content":"#### 11 Internal records\n\n11 Internal records\n\n> > (1) The Secretary may collect, maintain and use records of the following information for the internal administrative purposes of Service NSW, including for the purposes of its interactions with customers for whom relevant functions are exercised—\n> > \n> > > (a) details of transactions between customers and Service NSW,\n> > \n> > > (b) the preferences of customers for transacting matters with Service NSW and agencies for which it acts,\n> > \n> > > (c) other information about customers.\n> \n> > (2) In this section—\n> > \n> > relevant functions means—\n> > \n> > > (a) customer service functions, or\n> > \n> > > (b) functions relating to the delivery of Government services under section 4(c).\n> \n> **s 11:** Am 2020 No 3, Sch 2\\[7\\] \\[8\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":13},{"sectionNumber":"12","sectionType":"section","heading":"Agreements authorising agents to act for Service NSW","content":"#### 12 Agreements authorising agents to act for Service NSW\n\n12 Agreements authorising agents to act for Service NSW\n\n> > (1) The Secretary may enter into an agreement with an approved person for the person to act as an agent for the Secretary in providing relevant functions on behalf of the Secretary.\n> \n> > (2) In this section—\n> > \n> > approved person means—\n> > \n> > > (a) a person, or a person who is a member of a class of persons, prescribed by the regulations for the purposes of this section, or\n> > \n> > > (b) a council, a county council or a joint organisation within the meaning of the [Local Government Act 1993](/view/html/inforce/current/act-1993-030).\n> > \n> > relevant functions means—\n> > \n> > > (a) customer service functions, or\n> > \n> > > (b) functions relating to the delivery of Government services under section 4(c).\n> \n> **s 12:** Am 2017 No 65, Sch 2.30 \\[6\\]; 2020 No 3, Sch 2\\[9\\] \\[10\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":14},{"sectionNumber":"Part 3","sectionType":"part","heading":"Privacy and access to and disclosure of information","content":"# Part 3 Privacy and access to and disclosure of information\n\nPart 3 Privacy and access to and disclosure of information","sortOrder":15},{"sectionNumber":"13","sectionType":"section","heading":"Meaning of “service agency”","content":"#### 13 Meaning of “service agency”\n\n13 Meaning of “service agency”\n\n> In this Part—\n> \n> service agency means a Government agency or other agency or person for whom the Secretary is exercising customer service functions.\n> \n> **s 13:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":16},{"sectionNumber":"14","sectionType":"section","heading":"Disclosure and use of information for purposes of functions","content":"#### 14 Disclosure and use of information for purposes of functions\n\n14 Disclosure and use of information for purposes of functions\n\n> > (1) The Secretary may disclose information obtained in connection with the exercise of customer service functions and other functions conferred on the Secretary by or under this Act to the following—\n> > \n> > > (a) a Government agency, if the information is obtained in connection with the exercise by the Secretary of customer service functions for that agency,\n> > \n> > > (b) a Government agency, if the disclosure is for the purposes of, or for purposes related to, section 16,\n> > \n> > > (c) the person to whom the customer service functions are provided, if the information relates to the person or the service provided,\n> > \n> > > (d) if the information is obtained in connection with the exercise by the Secretary of customer service functions for a Government agency, any person to whom the Government agency is authorised or required to disclose the information,\n> > \n> > > (e) any person or agency, or class of persons or agencies, prescribed by the regulations, but only for the purpose specified by the regulations in relation to that person, agency or class.\n> \n> > (2) The Minister is not to recommend the making of a regulation under subsection (1) (e) unless the Minister has certified that the Privacy Commissioner has been consulted on the proposed regulation.\n> \n> > (3) The Secretary may disclose information obtained in connection with the exercise of customer service functions for a service agency (other than a Government agency) if—\n> > \n> > > (a) the information is obtained in connection with the exercise by the Secretary of customer service functions for the service agency, and\n> > \n> > > (b) the disclosure is permitted under the delegation or agreement that confers the power to exercise the function, and\n> > \n> > > (c) in the case of a service agency that is an agency of the Commonwealth Government or of the Government of another State or Territory, the disclosure is permitted under any law of the Commonwealth or of another State or Territory that applies to the exercise of the function.\n> \n> > (4) A Government agency may disclose information to the Secretary for the following purposes—\n> > \n> > > (a) the exercise by the Secretary of customer service functions for the agency or other related functions,\n> > \n> > > (b) the purposes of, or for purposes related to, section 16.\n> \n> > (5) Information may be disclosed by, and to, the Secretary for the purposes of, and in accordance with, section 6.\n> \n> > (6) A person to whom information is authorised to be disclosed under this section may use the information for the purpose for which it was disclosed.\n> \n> > (7) This section applies to a person acting as an agent of the Secretary under section 12 in the same way as it applies to the Secretary.\n> \n> > (8) This section has effect despite the provisions of any other Act (whether enacted before or after this Act).\n> \n> Note.\n> \n> Section 62 of the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133) makes it an offence for a public sector official to disclose personal information obtained in the exercise of official functions unless it is disclosed in the exercise of those functions.\n> \n> **s 14:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":17},{"sectionNumber":"15","sectionType":"section","heading":"Collection of information","content":"#### 15 Collection of information\n\n15 Collection of information\n\n> > (1) It is sufficient compliance with section 10 of the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133) or clause 4 of Schedule 1 to the [Health Records and Information Privacy Act 2002](/view/html/inforce/current/act-2002-071) in relation to the collection of information from a person by the Secretary in connection with customer service functions, if—\n> > \n> > > (a) the Secretary gives a notice to the person that refers the person to information provided by the service agency in relation to the collection of that information, and\n> > \n> > > (b) the information provided by the service agency contains the matters about which the person is required to be made aware under those provisions or, in the case of an agency of the Government of the Commonwealth or of another State or Territory, contains information that substantially meets the requirements of those provisions.\n> \n> > (2) It is sufficient compliance with section 10 of the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133) or clause 4 of Schedule 1 to the [Health Records and Information Privacy Act 2002](/view/html/inforce/current/act-2002-071) in relation to the collection of information from a person by the Secretary for the purposes of section 6 of this Act, if—\n> > \n> > > (a) the Secretary gives a notice to the person that contains a statement that information given by the person is to be used for the purposes of updating information about the person held by a Government agency other than the agency for which customer services are provided to the person, and\n> > \n> > > (b) the statement refers the person to information provided by the Secretary that is available on the website of Service NSW or at the place where the information is collected and that contains the matters about which the person is required to be made aware under those provisions.\n> \n> > (3) It is sufficient compliance with section 10 of the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133) or clause 4 of Schedule 1 to the [Health Records and Information Privacy Act 2002](/view/html/inforce/current/act-2002-071) in relation to the collection of information from a person by the Secretary for the purposes of section 11 of this Act, if—\n> > \n> > > (a) the Secretary gives a notice to the person that contains a statement that information given by the person may be used for the purposes set out in that section, and\n> > \n> > > (b) the statement refers the person to information provided by the Secretary that is available on the website of Service NSW or at the place where the information is collected and that contains the matters about which the person is required to be made aware under those provisions.\n> \n> **s 15:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":18},{"sectionNumber":"16","sectionType":"section","heading":"Access to information and State records management","content":"#### 16 Access to information and State records management\n\n16 Access to information and State records management\n\n> > (1) An agreement entered into under this Act, or a delegation of a customer service function, may provide for the exercise by the Secretary of the following functions of a Government agency—\n> > \n> > > (a) functions relating to access to information under the [Government Information (Public Access) Act 2009](/view/html/inforce/current/act-2009-052), if the information is obtained or arises in connection with the exercise of functions for that agency,\n> > \n> > > (b) functions relating to State records under the [State Records Act 1998](/view/html/inforce/current/act-1998-017), if the State records relate to or are made in connection with the exercise of functions for that agency.\n> \n> > (2) Any such agreement or delegation may also provide for the exercise by a Government agency of functions of the Secretary of a kind referred to in subsection (1) (a) or (b).\n> \n> > (3) The Secretary or a Government agency may exercise a function conferred on the Secretary or the Government agency under this section despite any provision of the [Government Information (Public Access) Act 2009](/view/html/inforce/current/act-2009-052), the [State Records Act 1998](/view/html/inforce/current/act-1998-017), the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133) or the [Health Records and Information Privacy Act 2002](/view/html/inforce/current/act-2002-071).\n> \n> **s 16:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":19},{"sectionNumber":"17","sectionType":"section","heading":"Other lawful collection, disclosure or use of information not affected","content":"#### 17 Other lawful collection, disclosure or use of information not affected\n\n17 Other lawful collection, disclosure or use of information not affected\n\n> Nothing in this Act restricts or prevents any other lawful collection, disclosure or use of information by the Secretary, a Government agency or any other person or agency.\n> \n> **s 17:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":20},{"sectionNumber":"Part 3A","sectionType":"part","heading":"Information collected during COVID-19 pandemic—additional protections","content":"# Part 3A Information collected during COVID-19 pandemic—additional protections\n\nPart 3A Information collected during COVID-19 pandemic—additional protections\n\n**pt 3A:** Ins 2021 No 35, Sch 1\\[2\\].","sortOrder":21},{"sectionNumber":"17A","sectionType":"section","heading":"Objective of Part","content":"#### 17A Objective of Part\n\n17A Objective of Part\n\n> The objective of this Part is to recognise that—\n> \n> > (a) the collection of information about the location or movement of people during the COVID-19 pandemic plays a vital role in protecting people from serious illness and death, and\n> \n> > (b) people are generally compelled to provide the information under extraordinary powers that have been invoked because of the pandemic, and\n> \n> > (c) people expect the information provided will be used only for the purposes of protecting them from the pandemic, and\n> \n> > (d) inappropriate use or disclosure of the information may increase the circumstances in which information is not provided and consequently increase the risk of serious illness or death.\n> \n> **s 17A:** Ins 2021 No 35, Sch 1\\[2\\].","sortOrder":22},{"sectionNumber":"17B","sectionType":"section","heading":"Information collected by Secretary in relation to COVID-19","content":"#### 17B Information collected by Secretary in relation to COVID-19\n\n17B Information collected by Secretary in relation to COVID-19\n\n> > (1) This section applies to personal information or health information held by the Secretary if the information was collected—\n> > \n> > > (a) in the exercise of a function under an order made under the [Public Health Act 2010](/view/html/inforce/current/act-2010-127), section 7 in response to COVID-19 (a public health order), or\n> > \n> > > (b) under authority of a public health order, or\n> > \n> > > (c) for the purpose of COVID-19 contact tracing and because of a direction given by the Minister under section 4(c).\n> \n> > (2) The information held must not be used or disclosed except—\n> > \n> > > (a) for the purposes for which it was collected, or\n> > \n> > > (b) for the purposes of contact tracing, including in another Australian jurisdiction, or\n> > \n> > > (c) for information collected in relation to the issue of a permit—for the purposes of investigating or prosecuting a breach of a public health order related to the permit, or\n> > \n> > > (d) for information collected in relation to a declaration provided when entering or leaving New South Wales—for the purposes of investigating or prosecuting a breach of a public health order related to the declaration, or\n> > \n> > > (e) for information about an individual—to provide access to the information for—\n> > > \n> > > > (i) the individual, or\n> > > \n> > > > (ii) if the individual is under 16 years of age—a person having parental responsibility for the individual, or\n> > > \n> > > > (iii) if the individual lacks capacity to access the information—a person having the care of the individual.\n> \n> > (3) Nothing in this section prevents the proper disposal of the information.\n> \n> > (4) This section extends to information collected by the Secretary—\n> > \n> > > (a) before the commencement of this section, or\n> > \n> > > (b) that was not required to be provided to the Secretary.\n> \n> > (5) This section has effect despite—\n> > \n> > > (a) another provision of this Act, or\n> > \n> > > (b) another Act or law, including a warrant or an order of a court.\n> \n> > (6) A failure to comply with this section is taken to be conduct to which the [Privacy and Personal Information Protection Act 1998](/view/html/inforce/current/act-1998-133), Part 5 applies.\n> \n> **s 17B:** Ins 2021 No 35, Sch 1\\[2\\]. Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":23},{"sectionNumber":"17C","sectionType":"section","heading":"Review of Part","content":"#### 17C Review of Part\n\n17C Review of Part\n\n> > (1) The Minister must review this Part to determine whether the policy objectives of the Part remain valid and whether the terms of the Part remain appropriate for securing the objectives.\n> \n> > (2) The review must be undertaken as soon as possible after the period of 1 year from the commencement of this Part.\n> \n> > (3) A report on the outcome of the review must be tabled in each House of Parliament within 6 months after the end of the period of 1 year.\n> \n> **s 17C:** Ins 2021 No 35, Sch 1\\[2\\].","sortOrder":24},{"sectionNumber":"Part 4","sectionType":"part","heading":"Miscellaneous","content":"# Part 4 Miscellaneous\n\nPart 4 Miscellaneous","sortOrder":25},{"sectionNumber":"18","sectionType":"section","heading":"Delegation","content":"#### 18 Delegation\n\n18 Delegation\n\n> > (1) The Secretary may delegate the exercise of any function of the Secretary under this Act (other than this power of delegation) to—\n> > \n> > > (a) any member of staff of Service NSW, or\n> > \n> > > (b) any person, or any class of persons, authorised for the purposes of this section by the regulations.\n> \n> > (2) This section does not apply to a function that is delegated to the Secretary by a Government agency or any other person.\n> \n> **s 18:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":26},{"sectionNumber":"19","sectionType":"section","heading":"Transfer of assets, rights and liabilities of Government agencies in connection with transfer of customer service functions","content":"#### 19 Transfer of assets, rights and liabilities of Government agencies in connection with transfer of customer service functions\n\n19 Transfer of assets, rights and liabilities of Government agencies in connection with transfer of customer service functions\n\n> > (1) A Government agency may transfer any assets, rights or liabilities of the Government agency to the Crown, with the consent of the Minister and the Minister who administers the Act under which the Government agency is constituted or who is otherwise responsible for the agency, if the transfer is for the purposes of enabling the Secretary to exercise customer service functions for the Government agency.\n> \n> > (2) A transfer authorised by this section is not to be regarded—\n> > \n> > > (a) as a breach of contract or confidence or otherwise as a civil wrong, or\n> > \n> > > (b) as a breach of any contractual provision prohibiting, restricting or regulating the assignment or transfer of assets, rights or liabilities, or\n> > \n> > > (c) as giving rise to any remedy by a party to an instrument, or as causing or permitting the termination of any instrument, because of a change in the beneficial or legal ownership of any asset, right or liability.\n> \n> > (3) A transfer authorised by this section is not to be regarded as an event of default under any contract or other instrument.\n> \n> > (4) No attornment to the Crown by a lessee from the Government agency is required.\n> \n> > (5) This section does not apply to a council, a county council or a joint organisation within the meaning of the [Local Government Act 1993](/view/html/inforce/current/act-1993-030).\n> \n> > (6) In this section—\n> > \n> > assets means any legal or equitable estate or interest (whether present or future, whether vested or contingent and whether personal or assignable) in real or personal property of any description (including money), and includes securities, choses in action and documents.\n> > \n> > instrument means an instrument (other than this Act) that creates, modifies or extinguishes rights or liabilities (or would do so if lodged, filed or registered in accordance with any law), and includes any judgment, order or process of a court.\n> > \n> > liabilities means any liabilities, debts or obligations (whether present or future, whether vested or contingent and whether personal or assignable).\n> > \n> > rights means any rights, powers, privileges or immunities (whether present or future, whether vested or contingent and whether personal or assignable).\n> \n> **s 19:** Am 2017 No 65, Sch 2.30 \\[7\\]; 2026 No 2, Sch 1.4\\[2\\].","sortOrder":27},{"sectionNumber":"20","sectionType":"section","heading":"Personal liability","content":"#### 20 Personal liability\n\n20 Personal liability\n\n> > (1) A matter or thing done or omitted to be done by the Secretary, a member of staff of Service NSW, or a person acting under the direction of the Secretary or a member of staff of Service NSW, does not, if the matter or thing was done or omitted to be done in good faith for the purposes of executing this Act, subject the Secretary, member of staff or person so acting personally to any action, liability, claim or demand.\n> \n> > (2) However, any such liability attaches instead to the Crown.\n> \n> **s 20:** Am 2026 No 2, Sch 1.4\\[2\\].","sortOrder":28},{"sectionNumber":"21","sectionType":"section","heading":"Regulations","content":"#### 21 Regulations\n\n21 Regulations\n\n> The Governor may make regulations, not inconsistent with this Act, for or with respect to any matter that by this Act is required or permitted to be prescribed or that is necessary or convenient to be prescribed for carrying out or giving effect to this Act.","sortOrder":29},{"sectionNumber":"22","sectionType":"section","heading":"Review of Act","content":"#### 22 Review of Act\n\n22 Review of Act\n\n> > (1) The Minister is to review this Act to determine whether the policy objectives of the Act remain valid and whether the terms of the Act remain appropriate for securing those objectives.\n> \n> > (2) The review is to be undertaken as soon as possible after the period of 5 years from the date of assent to this Act.\n> \n> > (3) A report on the outcome of the review is to be tabled in each House of Parliament within 12 months after the end of the period of 5 years.","sortOrder":30},{"sectionNumber":"Schedule 1","sectionType":"schedule","heading":"Savings, transitional and other provisions","content":"# Schedule 1 Savings, transitional and other provisions\n\nSchedule 1 Savings, transitional and other provisions\n\n**sch 1:** Am 2020 No 3, Sch 2\\[11\\].","sortOrder":31},{"sectionNumber":"Schedule 2","sectionType":"schedule","heading":null,"content":"# Schedule 2\n\nSchedule 2 (Repealed)\n\n**sch 2:** Rep 1987 No 15, sec 30C.","sortOrder":39}],"analysis":{"summary":{"complexity_score":4,"scope_assessment":{"changed":true,"description":"The Act originally established a basic one-stop-shop model for in-person and online government service delivery. Over eight amendments spanning 2013 to 2026, its scope has expanded considerably — likely to encompass digital identity, expanded data-sharing powers, online transactions, and a broader range of participating agencies — reflecting the significant growth of Service NSW from a modest shopfront concept into a comprehensive digital government platform."},"complexity_factors":["Multiple amendments over 13 years (8 distinct versions) mean the current law differs significantly from the original — tracking what changed and when adds complexity","Interoperability with numerous other Acts — Service NSW acts on behalf of many agencies, each governed by their own separate legislation","Information-sharing provisions involve privacy law intersections that require understanding of multiple legal frameworks","Governance structures (ministerial oversight, agency powers, delegations) involve administrative law concepts not immediately obvious to laypeople","Limited substantive content visible in the provided extract — the actual operative provisions are not displayed, limiting full assessment"],"plain_english_summary":"The Act created Service NSW as the legal, centralised agency that lets residents, businesses and other NSW agencies access many government services through one front door — shops, website and app — and authorises Service NSW to deliver services on behalf of other agencies and share information to streamline delivery. \n\nIt sets governance and ministerial oversight (Minister for Customer Service and Digital Government), has been amended several times, and was last updated 18 February 2026."},"issue_detection":{"absurdities":[],"contradictions":[]},"kimi_summary":{"content_quality":"ok","complexity_score":5,"scope_assessment":{"changed":true,"description":"The legislation has expanded significantly beyond its original 2013 purpose of creating a one-stop shop for NSW Government services. Key expansions include: (1) addition of section 5A in 2020 to allow fee waivers and emergency payments during natural disasters and emergencies; (2) insertion of Part 3A in 2021 creating special privacy protections for COVID-19 information with strict use limitations; (3) expansion of functions to include non-government entities (section 10) and international agencies (section 9); and (4) validation of retrospective actions for bushfire relief. The original Act focused on administrative convenience, but it now encompasses emergency response powers and pandemic-specific privacy safeguards that go well beyond the initial scope."},"complexity_factors":["Moderate length with 22 sections plus schedules, but relatively straightforward structure","Multiple cross-references to other Acts (Privacy and Personal Information Protection Act 1998, Health Records and Information Privacy Act 2002, Government Information (Public Access) Act 2009, State Records Act 1998, etc.)","Nested definitions — 'customer service function' is defined by reference to sections 5, 9, and 10, and 'service agency' is defined in Part 3","Conditional logic in section 14 with multiple enumerated exceptions for information disclosure (paragraphs a-e)","Special COVID-19 provisions in Part 3A with strict use limitations and override clauses ('despite any other Act or law')","Multiple delegation pathways — sections 7, 9, 12, and 18 create overlapping but distinct delegation mechanisms","Local government carve-outs requiring council resolutions before delegation or agreement (sections 7(5), 8(4), 12(2))","Retrospective validation provisions in Schedule 1 Part 2 for bushfire relief measures"],"plain_english_summary":"This law creates **Service NSW** — the NSW Government's one-stop shop for accessing government services. It allows the Secretary of the Department of Customer Service to handle transactions on behalf of other government agencies, such as issuing licences, collecting fees, and providing information.\n\n**Key things this law does:**\n\n- **Centralises services**: Instead of visiting multiple agencies, people can go to Service NSW (online, by phone, or in person) to handle things like licence renewals, permit applications, and payments.\n- **Powers to act for other agencies**: The Secretary can be delegated functions from other NSW Government agencies, local councils, Commonwealth agencies, other states/territories, and even international governments.\n- **Privacy protections**: The law includes strict rules about how personal and health information can be collected, used, and shared — including special protections for COVID-19 related information that can only be used for health purposes.\n- **Emergency powers**: During natural disasters or emergencies (like bushfires or pandemics), Service NSW can waive, reduce, or refund fees, and make special payments to help affected people.\n- **Protection for staff**: People working for Service NSW are protected from personal legal liability if they act in good faith.\n\n**Who it affects:**\n- Anyone in NSW who uses government services (drivers, businesses, property owners, etc.)\n- All NSW Government agencies that provide customer-facing services\n- Local councils and other bodies that choose to partner with Service NSW\n\n**Why it matters:**\nThis law makes government more convenient by reducing the need to deal with multiple departments. It also includes important safeguards to protect your personal information, especially sensitive health data collected during emergencies like the COVID-19 pandemic."},"flash_summary_failed":{"failed":true,"reason":"A positive credit balance is required for all requests, including BYOK, so fallback providers remain available. Add credits at https://vercel.com/d?to=%2F%5Bteam%5D%2F%7E%2Fai%3Fmodal%3Dtop-up to continue.","source":"analysis-cron"},"flash_summary":{"complexity_score":6,"scope_assessment":{"changed":true,"description":"The Act's scope has been extended from a focus on NSW agency customer services to a wider set of arrangements: it now expressly covers customer service functions of Commonwealth and other State/Territory agencies, agencies of foreign governments, and prescribed non‑government persons (s 5, s 9, s 10). Amendments add emergency fee‑waiver/payment powers (s 5A), explicit internal recordkeeping and information‑sharing rules (s 11, s 14, s 15), COVID‑specific collection protections (Part 3A, ss 17A–17B) and stronger delegation, agreement and asset‑transfer mechanisms (ss 7–8, 12, 19). These changes broaden who can delegate to or contract with Service NSW, expand cross‑jurisdictional and non‑government data flows, and increase the administrative and privacy‑compliance responsibilities borne by Service NSW (see s 6, s 14 and s 15)."},"complexity_factors":["Broad delegation and sub‑delegation rules permitting transfer of statutorily delegated customer service functions to the Secretary and sub‑delegation to staff or prescribed persons (s 7, s 18).","Power to enter diverse agreements (with NSW agencies, other Australian jurisdictions, foreign governments and non‑government entities) including provisions authorising collection, disclosure and use of information (s 8, s 9, s 10).","Detailed information‑sharing regime that both enables disclosure for functional purposes and creates exceptions that operate despite other Acts (s 6, s 14, s 16(3), s 14(8)).","Consent and regulation hooks: disclosure/consent procedures may be prescribed and the Minister must certify consultation with the Privacy Commissioner before certain regulations are made (s 6(3)–(4), s 14(2)).","Operational data handling and recordkeeping powers for internal administrative use, raising questions about notice and compliance with privacy collection rules (s 11, s 15).","Special provisions for emergency fee waivers and payments tied to published declarations (s 5A) and transitional savings for prior actions (Schedule 1, cl 3–5).","Statutory protection of transfers of assets, rights and liabilities to the Crown and limits on contractual default consequences (s 19).","Personal liability protections directing liability to the Crown for good‑faith acts done under the Act (s 20).","Regulation‑making power and periodic review requirements that can broaden or modify scope and implementation detail (s 21, s 22, s 17C)."],"plain_english_summary":"This Act centralises delivery of many government-facing services through the Secretary of the Department of Customer Service (Service NSW). It authorises delegation, sub‑delegation, agreements and agent arrangements so Service NSW can receive applications, issue licences, take payments, provide advice and manage related records on behalf of agencies, other jurisdictions and prescribed non‑government bodies. \n\nIt affects Government agencies, Service NSW staff, contracted agents and customers. It changes who decides service delivery, how customer data can be shared or recorded, and enables fee waivers in declared emergencies — shifting administrative duties, data flows and some compliance costs to Service NSW."}},"importantCases":[],"_links":{"self":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013","history":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013/history","analysis":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013/analysis","conflicts":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013/conflicts","importantCases":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013/important-cases","documents":"/api/acts/service-nsw-one-stop-access-to-government-services-act-2013/documents"}}