GTP Support Desk

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 page, or how we handle your personal information, contact our Privacy team.

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

Who we are

Government Technology Platforms Digital NSW are 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 information in order to receive, track, manage, and resolve support requests from NSW Government employees and members of the public who use our digital platforms.

Laws requiring collection

There are no laws that specifically require us to collect information in this way, information is provided on a voluntary basis and individuals can choose to deal with us anonymously, if preferred.

Failure to provide information

If you fail to provide certain information, such as your name and contact details, we may be unable to contact you and/or may be unable to resolve your request.

How we collect information

Personal information is typically collected directly from the individual concerned as the person submitting the support request.

We may choose to collect an individual’s personal information from a third party if we are satisfied that the individual consents.

We don’t envisage that we will collect information about individuals indirectly, such as through a third party. However, we will always ensure that where individuals do share information about other people, they have the authority to do so.

The information we collect

We may collect the following types of information:

In a support ticket via the portal:

• Full name
• Email address
• Telephone number
• Employee role title and organisation (where applicable)
• App version number and user device operating system (g. iOS 16.3.1)
• Description of the support request
• Uploaded supporting attachments

Over the telephone:

• Voicemail/answering machine messages, usually your name and contact details

Via email

• Information you provide in relation to your support request

You can deal with us anonymously by emailing a support request using an alias email address, rather than using the portal or telephone methods of submission: support@onegov.nsw.gov.au

How we use information

• To understand, clarify and resolve issues with our digital solutions
• To invite satisfaction ratings and feedback on the support ticket process
• For statistical, improvement and evaluation purposes

How we share information

We may share information in the following circumstances:

• With another NSW Government Agency for the purposes of resolving your request (we will only ever share what is absolutely necessary to resolve your request)
• With our approved third-party subcontractors who assist us with our operations by providing technical support (subcontractors are only permitted to act on our instructions and can’t use your information for their own purposes)
• Where we have your consent to do so
• Where we are required or authorised by law to do so

We may also share de-identified (anonymous) support desk ticket information in order to improve our services.

How long we keep information for

We retain support ticket data for a maximum of seven years, in line with the Department of Customer Service Records Management Policy and Government Technology Platforms Data Protection & Retention Policy.

Individuals’ privacy rights

Subject to certain conditions, you have the following rights in relation to any personal information we collect as part of this process:

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

These rights can be invoked by contacting our Privacy team 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 personal information from loss, unauthorised access, use, modification, disclosure, or other misuse

Contact us

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

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