You can submit a request with our Digital Channels team if you need specialist support for your agency pages. Our team provides support for:
- Content updates or changes with your agency pages
- User access to nsw.gov.au platforms
- Adding or updating a grant for your agency
- Support enquiries for the nsw.gov.au Learning Hub
- Issues with logging in to nsw.gov.au systems
- New feature requests or issues/bugs with your agency pages or the content management system (CMS)
- Privacy enquiries
- NSW Government social media posts and enquiries
- Uploading videos to the NSW Government Youtube channel
- Campaign or program requests
- Reporting a major incident
- Feedback you have on the CMS or the Help Hub.
Read about the support and services we offer for more details.
Request a content change or update
Use this for updates and changes to content on your agency pages. The types of content requests available are:
- Assistance or questions on content changes or updates on your pages.
- Support for search engine optimisation (SEO).
- Enquiries for analytics with your agency's Google Analytics 4 account.
- Support for Have Your Say (HYS) public consultations.
- Guidance and support for user experience (UX).
- Support from our Digital Channels content administrators.
- Support for publishing media releases.
- Creation of, or reporting an issue with, a URL redirect.
- Support for Feedback Insights Dashboard reporting.
- Assistance with running an AB test or personalisation on your pages.
- Creation of, or updating, a DNS record.
User access request form
If yourself or your team members need access to nsw.gov.au platforms, updates to your existing accounts or to deactivate an account, submit a request with this form. The platforms we manage access for are:
- Drupal (nsw.gov.au) CMS
- Google Analytics
- Siteimprove
- New Relic
- Bitwarden
- NSWDCS Github
- Help Hub.
Add or update a grant on nsw.gov.au
Use this to request support for nsw.gov.au grants. With this you can request to:
- Add a new grant
- Update an existing grant
- Add recipients to your grant.
Note: if your agency has received instructions to use the Grants Management System (GMS) to build your grants, contact the team at onegms@regional.nsw.gov.au instead.
Learning Hub support enquiries
Use this if you need help using features of the Learning Hub. You can request support for:
- Registering for CMS level 1 foundations online learning
- Registering or withdrawing from a drop-in session
- Issues with completing modules
- Issues with completing the CMS assessment task.
Note: if you are having issues logging in to Learning Hub, complete the login issues for nsw.gov.au systems form.
To learn more about the Learning Hub, read through our Learning Hub articles.
Login issues to nsw.gov.au systems
You can fast-track getting help if you have issues logging in to nsw.gov.au systems through this form.
Note: we recommend troubleshooting your login issues first before submitting the form. This helps us in getting to the root of your issue faster.
Request a new feature or report a bug on nsw.gov.au
Use this to submit requests for functionality you would like to have in the CMS or on nsw.gov.au. Learn more about submitting a new feature request.
You can also use this to report any issues you are experiencing with the CMS or your agency pages.
Request support for Privacy enquiries
Use this form if you have any enquiries or need support for privacy on nsw.gov.au. We assist with:
- Privacy Impact Assessment (PIA) submissions.
- Privacy Collection Notice (PCN) submissions and amendments.
- Enquiries on privacy statements on nsw.gov.au.
- Enquiries on access to personal or protected information.
- Enquiries on privacy complaints and suggestions.
- nsw.gov.au privacy guidance and advice.
- Exporting of CMS data for internal viewing and reporting.
- Exporting of CMS data for reporting with external agency partners.
- Reporting of nsw.gov.au data breaches.
Social media request
Use this form if you have any requests or enquiries with NSW Government social media channels. We provide support with:
- Social media ad campaigns
- One-off social media posts
- General social media enquiries.
Request to upload a video to YouTube
Our social media team can assist with uploading videos to the NSW Government YouTube channel.
Note: your videos will need to comply with the NSW Government social media guidelines. Use the YouTube checklist to ensure your video is suitable for use.
Campaign or program requests
Use this form for campaign or program requests for your agency pages. We assist with Google Floodlight and Ad campaign integrations and campaign content.
Learn more about requesting support for digital campaign integrations.
Note: if you require additional Meta or LinkedIn Insights tags to support a digital campaign, use the Social Media request form.
Give us feedback
Use this form to submit feedback on the CMS or the Help Hub.
Reporting a major incident
This form is for reporting major incidences. These are issues that meet the following criteria:
- Widespread impact: the issue affects all website users.
- Business critical: it prevents essential website functions from working.
- Reputation risk: it could seriously damage the NSW Government's image.
If your issue doesn't fit these categories, it might not be urgent enough to escalate. Instead, raise your issue on the Bug and new feature request form.
Support process and SLAs
- Find out about our service hours to know when our Digital Channels teams are available.
- Read about What happens to your request after submitting to find out how your request will be processed by our team.
- Each request/issue raised has set Service Level Agreements. These SLAs determine when you can expect your requests to be completed. Find out more about SLAs.
Need any more help?
If you have any questions, or require assistance with anything mentioned on this article, submit a request via the webform.