Digital Services Feedback

If you are under the age of 16, you should always speak with an appropriate adult before sharing any of your personal information. If you have any questions about this document, or how we handle your personal information, you can contact our Privacy team using the contact details at the end of this Notice.

This notification is also available in large font and other accessible mediums, if required.

Who we are

Government Technology Platforms (Digital NSW) is part of the Department of Customer Service (DCS). We support other NSW Government Agencies with their operations by providing digital solutions, such as software, technology and infrastructure.

Why we collect information

We collect feedback on our digital solutions in order to develop and improve the services we provide to the people of NSW and NSW Government Agencies. Our aim is to make it easier for NSW residents and businesses to access government services.

Laws requiring collection

There are no laws that requires you to provide us with feedback. We only collect feedback if you have consented to take part in our feedback process.

How we collect information

We may collect information directly and indirectly.

Indirectly

• From another NSW Government Agency whose customers use our digital platforms – for example, digital licencing, virtual call centres, cloud storage, etc.
• From specialist research and user feedback organisations who recruit individuals to take part in these types of activities
• From industry organisations/entities relevant to our current or proposed digital solutions – for example, regulation, local government

Whenever we collect information indirectly, we undertake additional checks to ensure that information is being shared with us in line with the relevant privacy laws. This usually means that you have either consented to your information being shared with us in this way, or there is another legal basis under which your information can be shared.

Directly

• From you - if you have consented to participate in our feedback programme

Failure to provide information

There are generally no significant consequences if you choose not to provide your personal information, either by declining to give feedback, or choosing not to have your video feedback sessions recorded.

If you have been referred to us by a market research organisation, they may have offered you an incentive to provide us with your opinions in this way. Failing to provide certain information may result in you forfeiting any such incentive. If in doubt, you should check the terms of agreement you entered into with the market research organisation.

The information we collect

We may collect the following types of information:

Indirectly

• Name
• Contact details (email address, telephone)
• Statistical information, e.g. age bracket, interest areas, government services accessed

Directly

• Name
• Contact details (email address, telephone)
• Statistical information, e.g. age bracket, interest areas, government services accessed
• Your opinions on our digital platforms (usually anonymised, or otherwise with your consent)
• Your opinions on certain industries as they relate to digital technology(usually anonymised, or otherwise with your consent)
• Photographs, audio and/or video recordings of feedback sessions (always with your consent)

How we use information

• We use statistical information to ensure we only invite feedback from individuals who we believe may have an interest in the digital solution we are assessing
• We use name and contact details to invite individuals to provide their feedback and to keep in touch throughout the active feedback process
• We may record video feedback sessions for internal administrative and quality assurance purposes
• We summarise individual feedback into anonymous insights to develop and improve the digital solutions we provide across NSW Government

How we share information

We will never share your personal information. We only share information after it has been anonymised.

Occasionally, and with your consent, an employee of the relevant NSW Government Agency may be present during feedback sessions.

How long we keep information for

We retain information in line with our Records Management Policy.

Indirectly collected

We may retain indirectly collected information for up to three months.

Directly collected

We may retain:

• Name, contact details and statistical information for up to 3 months, or up to two years where an individual has consented to receiving invitations to future feedback programs
• Photographs, audio, and/or video recordings of feedback sessions for up to twelve months
• Non-anonymous feedback for up to twelve months
• Anonymous feedback for as long as necessary to achieve our purpose

Individual's privacy rights

You have an absolute right to withdraw your consent at any time. However, this may mean that you are unable to participate in the feedback process. If you withdraw your consent, we will securely destroy all of the personal information we hold about you without undue delay.

Subject to certain conditions, you also have the following rights in relation to your personal information:

• The right to request access to your personal information
• The right to request correction of your personal information

If you would like to invoke any of the above rights, please contact us using the details below.

How we keep information secure

DCS maintain a Privacy Management Plan, which outlines how we comply with NSW privacy laws, and the measures we have in place to help protect your personal information from loss, unauthorised access, use, modification, disclosure, or other misuse

Contact us

For more information on our privacy practices visit Government Technology Platforms Privacy.

Alternatively, if you would like to make a privacy enquiry or complaint, you can contact us using the details below.