Customer Charter

Our Services

• We assist small businesses with a range of business issues and disputes, as well as landlords and tenants of retail and commercial leases
• We work within Government and with the community to advocate for improved outcomes for small businesses in NSW.

What You Can Expect

• We will be responsive, with most calls to our contact centre being answered within 60 seconds
• We will respond to online enquiries within one business day and applications for mediation will be acknowledged within two business days
• We will provide accurate and up to date information, when you need it, and refer to stakeholders where necessary to assist you to resolve your issue
• In the provision of mediation services, the Commission will be impartial when dealing with all parties to a matter
• We will take the time to properly understand your needs and the needs and experiences of small businesses in NSW.

Our Customer Service Principles

We will:

• treat you fairly and with respect
• make it simple to understand
• be clear about what steps are involved
• let you know what the outcomes could be
• confirm with you that we understand your situation
• be accountable for our actions.

NSW Government Public Service Values

As NSW public sector employees, we have a responsibility to behave ethically, act with integrity and in the public interest. We adhere to the NSW Government’s

core values of Integrity, Trust, Accountability and Service.