nsw.gov.au Help Hub
Submit a request

Submit a request

Only include personal information relevant and necessary to your submission and do not include any sensitive and/or health information.

Please choose the form that suits your needs best

Your email address

What can we help you with?*

Select your current NSW Government Portfolio

Select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office(optional)

Please provide your agency name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency, office or branch

Please provide your agency name, office or branch

The Cabinet Office agency, office or branch

Please provide your agency, office or branch name

Please select your NSW Government agency or office

Please provide your agency name

Please select your NSW Government agency or office(optional)

Please provide your agency name

Description

Tell us more about your request

Privacy enquiry type

Please provide details about your enquiry

What will the webform/webpage will be used for?

If you selected 'other', please specify. Otherwise, type N/A

Will the webform/webpage collect or disclose personal information (PI)? The most common examples of PI are listed below:

Please change inquiry type to Privacy guidance and advice.(optional)

Select the type(s) of PI intended to be collected or disclosed(optional)

If you selected 'other', please specify. Otherwise, type N/A.

Will the webform collect details of government-related identifiers? The most common examples of government-related identifiers are listed below:

Select the type(s) of government-related identifier(s)

If you selected 'other', please specify. Otherwise, type N/A

If the webform will collect Tax File Number (TFN), please provide the name of legislation authorising the collection. Otherwise, type N/A.

Will the webform/webpage collect or disclose health information (including about physical or mental health or a disability of an individual)?

Will the webform/webpage collect or disclose sensitive PI? A list of sensitive PI is included below(optional)

Select the type(s) of sensitive PI intended to be collected

Provide details of any legislation (other than the PPIP or HRIP Act) mandating the collection or disclosure of PI, health information or sensitive PI, if applicable

Estimate the number of individuals who may complete the webform on average per month based on historical data collection, if available

Will the webform use a free-text field(s)?

Will the webform allow/require attachment of files that may contain PI, health information or sensitive PI?

Please provide details of the required attachment(s). For example, a copy of identification (ID)

Will the webform specifically collect/webpage disclose PI, health information or sensitive PI from individuals considered vulnerable? The most common examples of vulnerable individuals are listed below

Identify the groups of vulnerable individuals from whom information will be collected/whose information will be disclosed

If you selected 'other', please specify. Otherwise, type N/A(optional)

Will the webform involve the collection of PI, health information or sensitive PI from third parties?

Provide the URL of the webform/webpage or attach the draft of the webform/webpage if available

Go live date:

What report data is required?

For example, do you require a CMS report that lists the roles assigned to certain users in the CMS?

Why is this report data required?

For example, by using this data, you will be able to easily identify the level of access each user has and determine what level of access they should have

Who are you sharing this data with?

Please provide the agency name as well as the name and role of the person you will be sharing this data with

Please provide storage and retention information for this data

Attach agency approval (optional)

Please provide an approval from the agency requesting this report by using the 'Add file' button below. Tick this box as confirmation that you have attached the approval

This form is designed for reporting all OneCX and nsw.gov.au related data breaches. Do not include any of the personal information involved in the breach when completing this form.

Have you reported the data breach through the DCS Incident Escalation Process? (Agencies under the DCS portfolio only)(optional)

When did the breach occur? Provide the date and time below

How did the breach occur? Provide details below.

Number of individual/s impacted by the breach(optional)

What personal information was involved in the breach? Select all that apply(optional)

Personal information other than listed above involved in the breach. Provide details below if applicable(optional)

Identify the process that failed(optional)

Provide details of the system

Please provide details(optional)

Has the data breach been contained?

What steps have you taken or will take to contain the data breach?(optional)

Please provide details(optional)

Outline the rectification steps – immediate and likely long term (if known)

Please provide the URL of the page this is in relation to

Attachments(optional)

Add file or drop files here

Privacy Collection Notice
Your personal information is collected through this form to communicate with you while processing your request. Please read the privacy notice for more information about how we handle your information.

If you need guidance on which form to use, read about requesting support using a Help Hub form.

This guide is housed on the Help Hub which you can find here: Social Media guide for advertising. Please ensure you have read this prior to submitting this form.

Who is the target audience for this post? Check if you can advertise to them here.

Complete User Access Agreement form (invited users only)

I understand that in receiving access to the NSW Government website feedback analysis dashboard I will have access to confidential data that may include personal or health information or otherwise sensitive data. This data is collected by the NSW Department of Customer Service to help understand website feedback across nsw.gov.au and identify improvements to content and online experience. The data is collected under a website privacy statement (Privacy statement ) that notes:

"Users of this website are entitled to expect that any information collected as a result of that use will be treated within the terms of the NSW Government’s privacy responsibilities and obligations.”

"By using this website, applications and services, or otherwise providing us with your information, you acknowledge and agree to us collecting, holding, using and disclosing your personal information as described in this privacy statement".

“The Departments will not disclose or publish information that identifies individual machines, or potentially identifies sub-groupings of addresses, without consent or otherwise in accordance with the New South Wales Privacy and Personal Information Protection Act 1998.”

“Each Department may disclose personal information to contracted service providers who may have a role in processing form information or responding to feedback.“

“Each Department may publish aggregated information about feedback on the website, to the extent that it does not identify or cannot be used to identify individual users.”

“Access to the raw data is restricted to a limited number of officers in each of the Departments and our service providers contracted for the purpose of analysis and to report on the success of the website in meeting the Departments’ communication and access objectives.” https://www.nsw.gov.au/nsw-government/privacy-statement (retrieved on 6/2/23).

This support request is for account holders only. Please see this article to find your relevant portfolio contact for any enquiries.

Has your video been created in line with our checklist for creating best practice videos? The checklist can be found at this link

Note: To add grant recipients to nsw.gov.au, you first need to have built your grant in full on the website. For further information, read this article.

We need grant recipient information in a particular format. Download, save a copy and fill out the blank grant recipient spreadsheet. Then upload it to this form (below) and press submit to send it to the team to add to your grant.

You must setup-up your stand-alone Google account using your NSW government email address. Government email address must be an identifiable to a named staff member, no shared/generic email addresses allowed. Please follow these steps on how to set up a stand-alone Google account.

As outlined in our advertising guidelines, when you run a paid campaign on the NSW Gov social media channels, you must secure adequate resources for comment moderation (English and CALD). The moderators will need to come from your agency or be sourced through an experienced agency.
Please note that we do not turn comments off and follow a community management protocol. Please read more about community management in the guide.

Refer to IPC checklist if yes.

Refer to IPC checklist if yes.

Please ask the new staff member to complete and submit the form.

Our most frequently used forms are listed here:

The Content request form is used for: changes or updates to content on nsw.gov.au, help with search (SEO) queries, analytics for a page or section, help with a NSW Government consultation (Have Your Say), help with User Experience (UX), support from a Content Administrator, publishing a media release.

The User access requests form is used for activating or troubleshooting login issues for these systems: Drupal CMS, Google Analytics, Site Improve, Help Hub.

The Request support for privacy enquiries form is used for enquiries relating to Privacy on nsw.gov.au.

The Internal Digital Channels request form is used for internal staff needing assistance with: Zendesk incidents and requests, Help Hub article submission, Zendesk improvements, JIRA/Confluence access.

The Report a CMS bug or request a new feature form is used to either report a bug in Drupal CMS, or alternatively to request a new feature be implemented

If your request does not match any of these options and is not listed in the dropdown above, please proceed and let us know how we can assist you.

If you require additional Meta or LinkedIn Insights tags to support a digital campaign, raise a request on the Social Media request form.

If this bug or new feature request is for the CRM and not for Drupal CMS, then please use this CRM new feature, enhancement or bugs request form to submit CRM related requests.

Please upload the Word document via the 'Attachments' button below.
Alternatively, provide the Confluence page link with the information required for your Help Hub Article.
You can also provide any additional information here if needed.

An 'incident' means something is not working or you have identified an issue which is preventing you from performing your tasks.
A request is something you need help with like how to use certain features. Otherwise you may need more information about the new features/automations in Zendesk.
Use the 'description' field below to describe the incident or request and attach a screenshot via the 'add file' button.

Please explain the Zendesk issue(s) you are experiencing. Have you tried logging out and re-logging into Zendesk? Are your colleagues experiencing the same issue? Is your issue related to access?
If you would like to increase your access level for Zendesk, please specify the access level. Please attach an email approval from your manager via the 'Add file' button below.

Please don’t include any personal information such as email addresses, phone numbers or account details.
Your feedback is important for us to improve this website. While it isn't anonymous, we'll keep your identity private if we share your insights.

Note: If you are working with OMD and linking to a site on nsw.gov.au, access to the Meta pixel or LinkedIn Insight Tag has already been provided to their Business/Campaign Manager.

Adequate moderation resources (English and CALD) will either need to come from your team or be outsourced through an experienced agency.
Please note that we do not turn comments off. Read more about the requirements of community management on your ads in our guide.

Note: You can reach the ADReviews team at adreviews@customerservice.nsw.gov.au. More info about the advertising guidelines of campaigns up to $250,000.

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.
If you have not been instructed to use the GMS yet, continue filling in this form.

Please select a priority for this request.
We will work within agreed Service Level Agreements and accommodate for critical requests where required.

Insert a comma between each user's email address. You also have the option to upload a file containing the email addresses of all participants. You can do so using the 'Attach File' option displayed at the bottom of this page.
If you are uploading a file, please mention the word 'Attached' below.

You will be required to gather this information from your agency partner in as much detail as possible. This is required as this data will be shared externally, so it is important to determine how the external agency will store and retain this data and for how long they intend to do so.
Note: Our governance team will determine whether our team will be able to fulfil the request given that this data will be shared with an external agency partner.

Note: if you are deactivating access for a NSW Digital Channels team member, use the Internal Digital Channels onboarding/offboarding form.

• Name
• Email address
• Phone number
• Address
• Date and/or place of birth
• Gender
• Marital status
• Family information (such as relationship, for example, parents, or children status etc.)
• Bank account details
• Credit card details
• Financial information (such as, assets, liabilities, income etc.)
• Education level completed
• Educational history
• Occupational status
• Occupation details/history
• Photo of an individual
• Signature
• Language
• Dietary requirements
• PI of/about a third party (such as name, contact details, address, email, mobile, relationship to individual, age, opinion etc.)
• Other information or opinion about an individual

• Driver licence number
• Passport number
• Tax File Number (TFN)
• Australian Business Number (ABN) in relation to a sole trader
• Medicare number
• Centrelink Reference number
• Other

• Racial or ethnic origin (including Aboriginal and Torres Strait Islander origin)
• Political opinions or membership of a political association
• Religious beliefs or affiliations
• Philosophical beliefs
• Trade union membership
• Membership of a professional or trade association
• Sexual orientation, practices, or activities
• Criminal records
• Genetic information about an individual that is not otherwise health information
• Biometric information that is to be used for the purpose of automated biometric verification or biometric identification
• Biometric templates

• Children and young people
• Older people
• People with disability
• Aboriginal and Torres Strait Islander peoples
• People from culturally and linguistically diverse communities
• Other vulnerable individuals

Please see the Privacy (Tax File Number) Rule 2015 for details.

Note: this contact needs to be available both in and out of business hours in the event of a crisis or campaign issue.

Attach your assets, media and communications plan if applicable.

Powered by Zendesk