{"id":"nsw:sl-2022-0817","name":"Service NSW (One-stop Access to Government Services) Regulation 2022","slug":"service-nsw-one-stop-access-to-government-services-regulation-2022","collection":"regulation","jurisdiction":"nsw","status":"in_force","isInForce":true,"actNumber":"817 of 2022","makingDate":null,"administeringDepartment":null,"currentVersion":{"id":176178,"registerId":"nsw-nsw:sl-2022-0817-current","compilationNumber":null,"startDate":"2026-04-05","status":"InForce","reasons":null,"registeredAt":null},"sections":[{"sectionNumber":"1","sectionType":"section","heading":"Name of Regulation","content":"#### 1 Name of Regulation\n\n1 Name of Regulation\n\n> This Regulation is the [Service NSW (One-stop Access to Government Services) Regulation 2022](/view/html/inforce/current/sl-2022-0817).","sortOrder":0},{"sectionNumber":"2","sectionType":"section","heading":"Commencement","content":"#### 2 Commencement\n\n2 Commencement\n\n> This Regulation commences on the day on which it is published on the NSW legislation website.\n> \n> Note—\n> \n> This Regulation repeals and replaces the [Service NSW (One-stop Access to Government Services) Regulation 2018](/view/html/repealed/current/sl-2018-0282), which would otherwise be repealed on 1 September 2023 by the [Subordinate Legislation Act 1989](/view/html/inforce/current/act-1989-146), section 10(2).","sortOrder":1},{"sectionNumber":"3","sectionType":"section","heading":"Definition","content":"#### 3 Definition\n\n3 Definition\n\n> In this Regulation—\n> \n> the Act means the [Service NSW (One-stop Access to Government Services) Act 2013](/view/html/inforce/current/act-2013-039).\n> \n> Note—\n> \n> The Act and the [Interpretation Act 1987](/view/html/inforce/current/act-1987-015) contain definitions and other provisions that affect the interpretation and application of this Regulation.","sortOrder":2},{"sectionNumber":"4","sectionType":"section","heading":"Sub-delegation of customer service functions by Secretary","content":"#### 4 Sub-delegation of customer service functions by Secretary\n\n4 Sub-delegation of customer service functions by Secretary\n\n> For the Act, section 7(3)(b), each of the following is prescribed—\n> \n> > (a) a registrar of the Local Court,\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> > (c) Mid North Coast Local Health District,\n> \n> > (d) a person employed by a person referred to in paragraph (b) or (c).\n> \n> **s 4:** Am 2026 No 2, Sch 1.5.","sortOrder":3},{"sectionNumber":"5","sectionType":"section","heading":"Customer service functions of non-government entities","content":"#### 5 Customer service functions of non-government entities\n\n5 Customer service functions of non-government entities\n\n> > (1) For the Act, section 10(1), the following functions of the NRMA are customer service functions—\n> > \n> > > (a) the provision or marketing of NRMA services, including the provision of advice or information about the services,\n> > \n> > > (b) the receipt or processing of applications for NRMA services, including the collection of fees for the services,\n> > \n> > > (c) a function of the NRMA that is ancillary to a function in paragraph (a) or (b).\n> \n> > (2) In this section—\n> > \n> > NRMA means the National Roads and Motorists’ Association Limited (ABN 77 000 010 506).\n> > \n> > NRMA services means services provided by the NRMA, including—\n> > \n> > > (a) memberships offered by the NRMA, and\n> > \n> > > (b) international driving permits issued by the NRMA.","sortOrder":4},{"sectionNumber":"6","sectionType":"section","heading":"Approved persons","content":"#### 6 Approved persons\n\n6 Approved persons\n\n> For the Act, section 12, the following are prescribed as approved persons—\n> \n> > (a) Business Enterprise Centre - Central NSW Limited (ABN 32 509 822 549),\n> \n> > (b) Community Migrant Resource Centre Incorporated (ABN 89 786 937 360),\n> \n> > (c) Concentrix Services Pty Ltd (ABN 63 166 171 991),\n> \n> > (d) Creative Plus Business Group Pty Ltd (ABN 57 610 010 930),\n> \n> > (e) Datacom Connect Pty Ltd (ABN 16 103 112 303),\n> \n> > (f) Epiphany Training & Consulting Pty Ltd (ABN 86 165 780 049),\n> \n> > (g) Hunter Business Centre Ltd (ABN 47 002 940 249),\n> \n> > (h) Kategic Pty Ltd (ABN 88 623 500 069),\n> \n> > (i) Mid North Coast Local Health District (ABN 57 946 356 658),\n> \n> > (j) NORTEC Employment and Training Limited (ABN 88 129 092 280),\n> \n> > (k) NSW Indigenous Chamber of Commerce Inc (ABN 16 806 409 016),\n> \n> > (l) Penrith City and District Business Advisory Centre Limited (ABN 24 302 072 098),\n> \n> > (m) Probe Asia Pacific Pty Ltd (ABN 86 082 618 148),\n> \n> > (n) Probe Contact Solutions Australia Pty Limited (ABN 30 006 688 955),\n> \n> > (o) Queanbeyan Enterprise Centre Incorporated (ABN 19 367 650 049),\n> \n> > (p) Realise Business Ltd (ABN 78 779 264 661),\n> \n> > (q) Serco Citizen Services Pty Ltd (ABN 89 062 943 640),\n> \n> > (r) Telco Services Australia Pty Ltd (ABN 31 106 527 422),\n> \n> > (s) The Illawarra ITEC Ltd (ABN 70 003 683 565),\n> \n> > (t) Ungooroo Aboriginal Corporation (ABN 64 020 872 467).","sortOrder":5},{"sectionNumber":"7","sectionType":"section","heading":"Repeal and savings","content":"#### 7 Repeal and savings\n\n7 Repeal and savings\n\n> > (1) The [Service NSW (One-stop Access to Government Services) Regulation 2018](/view/html/repealed/current/sl-2018-0282) is repealed.\n> \n> > (2) An act, matter or thing that, immediately before the repeal of the [Service NSW (One-stop Access to Government Services) Regulation 2018](/view/html/repealed/current/sl-2018-0282), had effect under that Regulation continues to have effect under this Regulation.","sortOrder":6}],"analysis":{"summary":{"complexity_score":2,"scope_assessment":{"changed":false,"description":"Based on the available information, the regulation appears to remain consistent with the original intent of the Service NSW (One-stop Access to Government Services) Act 2013 — namely, facilitating streamlined, centralised access to NSW government services. The February 2026 update suggests minor amendments but no evidence of a fundamental shift in scope."},"complexity_factors":["The document provided contains almost no substantive legislative content — it is primarily website navigation, metadata, and status information rather than the actual text of the regulation","What little content exists is straightforward administrative/procedural in nature","The regulation operates under a well-established parent Act, reducing interpretive complexity","Automatic repeal mechanism under the Subordinate Legislation Act 1989 adds a minor layer of temporal complexity","Without access to the full text of the regulation, true complexity cannot be fully assessed — score reflects what is visible"],"plain_english_summary":"The regulation sets the administrative and operational rules that enable Service NSW to provide a one‑stop access point to NSW government services, supporting the Service NSW (One‑stop Access to Government Services) Act 2013. It affects NSW residents who use the service, participating government agencies, and Service NSW staff by governing how services are delivered. Notable: it was last updated 18 Feb 2026 and is scheduled to expire on 1 Sep 2028 under the sunset regime."},"issue_detection":{"absurdities":[],"contradictions":[]},"kimi_summary":{"content_quality":"ok","complexity_score":2,"scope_assessment":{"changed":false,"description":"The Regulation maintains its original narrow purpose: operationalising the Service NSW Act by specifying delegated entities and approved persons. The 2022 version appears to be a straightforward re-enactment of the 2018 Regulation (noted as required under the Subordinate Legislation Act 1989's automatic repeal provisions) with updated entity lists. There is no evidence of scope creep beyond the original intent of facilitating service delivery partnerships."},"complexity_factors":["Very short instrument (7 sections, approximately 2 pages)","Only 2 defined terms ('the Act' and 'NRMA'/'NRMA services' in section 5)","No nested conditional logic or complex cross-referencing beyond basic references to the parent Act","Primarily consists of lists (prescribed entities in sections 4 and 6, prescribed functions in section 5)","Straightforward repeal and savings provision with standard continuity language","Single amendment note visible (s 4: Am 2026 No 2, Sch 1.5) indicating minor subsequent amendment"],"plain_english_summary":"This Regulation sets out the operational details for Service NSW, which is the NSW government's one-stop shop for accessing government services.\n\n**What it does:**\n- **Expands who can deliver services:** It allows the Secretary of the Department of Customer Service to delegate customer service functions to specific entities, including Local Court registrars, local councils, county councils, joint organisations, the Mid North Coast Local Health District, and their employees.\n- **Brings in private partners:** It designates specific non-government organisations as \"approved persons\" who can perform customer service functions on behalf of Service NSW. This includes various business advisory centres, employment services, call centre operators (like Serco and Datacom), and Indigenous business chambers.\n- **Recognises NRMA services:** It specifically lists certain NRMA (National Roads and Motorists' Association) activities—like selling memberships and issuing international driving permits—as \"customer service functions\" under the Act.\n- **Ensures continuity:** It repeals the 2018 version of this Regulation but saves (preserves) any actions taken under the old rules so they remain valid.\n\n**Who it affects:**\n- NSW residents accessing government services through Service NSW centres, online, or partner locations\n- Local councils and health districts who can now deliver more services\n- Private sector partners (call centres, business advisory services) contracted to provide government services\n- The NRMA and its members\n\n**Why it matters:**\nThis Regulation is the machinery that makes Service NSW work. Without it, the government couldn't legally delegate service delivery to councils, private call centres, or community organisations. It essentially determines where and how you can access government services—whether that's renewing your licence at a council office, getting business advice from a community centre, or calling a private contractor for help with a government transaction."},"flash_summary":{"complexity_score":4,"scope_assessment":{"changed":false,"description":"The Regulation expressly repeals and replaces the 2018 Regulation but s 7(2) preserves acts, matters or things that had effect under the former Regulation, indicating continuity rather than a clear expansion of scope. The instrument updates who may perform or be authorised to perform customer service functions (lists in ss 4–6) without, on its face, altering Service NSW’s core statutory remit (see ss 4–7)."},"complexity_factors":["Reliance on external statutes for meaning and effect (definition: the Act; Interpretation Act 1987) — s 3","Prescribes specific categories of public sub‑delegates, creating multiple institutional interfaces (registrar of Local Court; councils, county councils, joint organisations; Local Health District; employees) — s 4","Designates particular private‑sector activities of a named corporation (NRMA) as customer service functions, which narrows scope to specified functions (provision/marketing, application processing, ancillary functions) — s 5","Contains an explicit, extensive list of approved non‑government entities by name and ABN (potentially shifting operational delivery and procurement choices) — s 6","Repeal and savings clause that preserves prior acts/matters, requiring attention to transitional continuity and historical instruments — s 7","Amendment note on s 4 (Am 2026 No 2, Sch 1.5) indicates the text may be subject to later modification, adding temporal interpretive complexity — s 4 note"],"plain_english_summary":"This Regulation sets practical rules for how Service NSW delegates and contracts customer‑facing work: it names which public officers and bodies may be sub‑delegated, specifies certain NRMA activities as customer service functions, and lists approved non‑government organisations permitted to provide Service NSW customer services. It also repeals the 2018 Regulation while preserving actions that were already in effect, clarifying who may deliver services and ensuring continuity for existing arrangements."},"flash_summary_failed":{"failed":true,"reason":"Unauthenticated. Configure AI_GATEWAY_API_KEY or use a provider module. Learn more: https://ai-sdk.dev/unauthenticated-ai-gateway","source":"analysis-cron"}},"importantCases":[],"_links":{"self":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022","history":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022/history","analysis":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022/analysis","conflicts":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022/conflicts","importantCases":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022/important-cases","documents":"/api/acts/service-nsw-one-stop-access-to-government-services-regulation-2022/documents"}}