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Sensitivity Warning

First Peoples

Aboriginal and Torres Strait Islander peoples should be aware that this resource may contain images or names of people who have since passed away.


The purpose of the Aboriginal Customer Engagement Strategy is to support and meet the needs of Aboriginal people who interact with Customer Service and create a culturally safe environment to expand Aboriginal customer engagement.

The Strategy has been developed in consultation with Aboriginal people and communities, through consultations in 17 locations across NSW. 

The Strategy sets out how:

  • the NSW Department of Customer Service will empower Aboriginal people and communities to fully benefit from the department's services through customer service excellence, and 
  • Aboriginal people want the Department to target its investment, where it will have the best impact and address the barriers Aboriginal people experience in accessing services.

The Strategy lays the foundation for actions that will result in genuine and on-going engagement with Aboriginal people and communities, improved service design and accessibility of the Departments' services.

This is Customer Service’s first Aboriginal Customer Engagement Strategy created in collaboration with Aboriginal people and communities across NSW. It builds on the work that has already commenced by some Customer Service business areas that puts Aboriginal customers at the centre of our service design and delivery. This includes the development of Service NSW Cultural Program, targeted approaches by Births Deaths and Marriages to assist Aboriginal people obtain birth certificates, the First Nations phone assist provided through Revenue NSW and the engagement work being undertaken by the Better Regulation Division.

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