Multicultural Plan for Department of Customer Service

Help shape the Multicultural Plan for the NSW Department of Customer Service (DCS).

The NSW Government is seeking feedback on how people from different cultural, ethnic and religious backgrounds experience DCS services.

By sharing your experience with DCS agencies you can help us identify barriers and highlight what makes services easier to use. Your feedback will be used to develop the DCS Multicultural Plan 2026–2030.

We want to hear from you if you've used these DCS agencies - in person, by phone or online/via app:

Service NSW
NSW Fair Trading
NSW Registry of Births, Deaths & Marriages
Revenue NSW
SafeWork NSW
NSW Building Commission
State Insurance Regulatory Authority (SIRA)
Personal Injury Commission
NSW Small Business Commission.

Tell us what you think

This consultation presents an opportunity for the community to have their say and help shape the DCS Multicultural Plan 2026-2030.

Your feedback will help us to:

Understand real customer experiences across our agencies
Identify barriers for culturally and linguistically diverse (CALD) communities.

This project will be open for community consultation from 20 May until 24 June 2026.

Complete a survey

Upload a submission

Get out quick

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Need support?

If this consultation raises any distress for you, we encourage you to stop and seek support.

There are a number of services that can provide you with immediate support:

Beyond Blue Support Service – phone 1300 224 636, webchat or email (24 hours/7 days) for free, immediate, short-term counselling, advice and referral services.
13Yarn: phone 13 92 76 (24 hours/7 days) for support for Aboriginal and Torres Strait Islander people in crisis.
Headspace: support for people aged 12 to 25, including mental health support.
Lifeline Crisis Support – phone 13 11 14 (24 hours/7 days) or chat to a crisis supporter online (7pm – midnight/7nights). This is a confidential service providing you with support for when you feel overwhelmed, for when you have difficulty coping, or are thinking about suicide.
1800RESPECT: support for people impacted by domestic, family or sexual violence.
Kids Helpline: phone 1800 55 1800 for 24 hour/7 day support for young people aged 5 to 25

Timeline

Timeline item 1 - active

Open and listening

This consultation is open for community contributions from 20 May until 24 June 2026.
Timeline item 2 - incomplete

Under review

Thanks for your input. We're reviewing what you told us.
Timeline item 3 - incomplete

Sharing what we heard

Your feedback will inform development of the Multicultural Plan 2026-2030 for the NSW Department of Customer Service. We will share the final plan as well as a summary of our findings on this page.

Who's listening

DCS, Diversity, Equity & Inclusion Team
NSW Government

For more information, please contact diversity@customerservice.nsw.gov.au

Call 131450 for the free interpreter service.

Arabic: بالرقم 131450 لاستخدام خدمة الترجمة المجانية اتصل

Chinese: 致電13 14 50使用免費的口譯服務。

Chinese: 致电13 14 50使用免费的口译服务。

Vietnamese: Gọi 13 14 50 để sử dụng dịch vụ thông dịch miễn phí.

Greek: Καλέστε το 13 14 50 για τη δωρεάν υπηρεσία διερμηνέα.

Italian: Chiama il 13 14 50 per il servizio di interprete gratuito.

Tagalog: Tumawag sa 13 14 50 para sa libreng serbisyo ng interpreter.

Hindi: नि: शुल्क दुभाषिया सेवा के लिए 131450 फोन करें.

Why are we collecting your personal information?

The Department of Customer Service (DCS) is collecting your personal information through this survey for the purpose of gathering feedback from the NSW community on interactions and experiences using services offered by DCS. This information will be used in the development of the NSW Multicultural Plan 2026–2030.

Feedback received through this survey will help the NSW Government to better understand community needs and improve services so they better support and serve diverse communities across NSW.

What personal information do we collect?

We will collect the following information from you:

Demographic information including information on age, race, ethnicity and languages other than English spoken at home
Information/opinions relating to and/or personal experiences/interactions with services provided by the NSW Department of Customer Service.

How will we use and disclose this information?

DCS will use the personal information you provide to consult, plan, evaluate, and improve service provision, as well as considerations related to the NSW Multicultural Plan 2026–2030.

We may provide your personal information to other areas of DCS (for example the Data Analytics Centre and Customer Insights) so that we can conduct analysis across all consultations and refine our engagement methodology.

This personal information will be stored on the DAC’s secure platform, which is hosted in a secure commercial cloud data centre in Australia.

DCS will use and disclose your personal information in accordance with our obligations under the Privacy and Personal Information Protection Act 1998 (PPIP Act) and the Health Records and Information Privacy Act 2002 (HRIP Act).

If you are registered for the Have Your Say site, DCS will be able to see your login or username, Have Your Say member number, email address, hometown or suburb associated with your submission, even if you choose to answer the survey anonymously.

Are you required by law to provide us with this information?

Participating in a Have your say consultation is voluntary, and you are not legally required to provide any personal information to us. However, if you choose not to provide us with the requested information, we may not be able to obtain the data and information required to understand the needs of diverse communities in NSW and improve Government services.

Further information

If you do provide personal information to us, you have a right to access it and can ask us to update or correct your information. For more information about how you can access or amend your personal information, please contact us by emailing yoursay@customerservice.nsw.gov.au or at Department of Customer Service, McKell Building, 2-4 Rawson Place, Haymarket NSW 2000.

You may also contact DCS about the personal information it holds by emailing diversity@customerservice.nsw.gov.au

Have your say

Multicultural Plan for NSW Department of Customer Service

Help shape the Multicultural Plan for the NSW Department of Customer Service (DCS).

Tell us what you think

Complete a survey

Upload a submission

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NSW Government