Operations Manual
Dear NSW Telecommunications Authority,
This is an informal request under section 8 of the Government Information (Public Access) Act 2009 (NSW).
Please provide the current version of the Operations Manual, as defined in Part A, Definitions and Interpretation, clause 1 (Definitions) of the Managed Network Agreement between the New South Wales Government Telecommunications Authority and BAI Communications Pty Ltd published as Contract ID 18/62096 on the Department of Customer Service’s register of government contracts here: https://www.nsw.gov.au/sites/default/fil...
Dear Alex,
Thank you for your email.
NSW Telco Authority is an agency within the Department of Customer Service and information requests are centrally managed by the Department.
An informal request for information can be emailed to [NSW Telecommunications Authority request email], or If you would like to lodge a formal GIPA request please complete an electronic application.
Regards,
Abbey Zoualfakar
Customer Account Advisor | Customer Experience Partnerships
NSW Telco Authority
Dear Telco Client Services,
Thanks for getting back to me. I understand DCS looks after GIPA processing on behalf of the NSW Telco Authority.
That said, the NSW Telco Authority is set up as a statutory body and is therefore a “public authority” under the Government Information (Public Access) Act 2009 (NSW) (see Schedule 4, clause 2(1)(a): “a statutory body representing the Crown”). On that basis, my request has been validly made to the Authority itself.
I also want to note that while the Act (s 41) sets out what’s needed for a valid formal application, it doesn’t require me to use your particular form. A form can be handy for some applicants, but it can’t be made mandatory.
I don’t mind if you flick the request over to DCS to process. That’s an internal arrangement for you, but from my end I’ve lodged the request properly with the NSW Telco Authority. There shouldn’t be any need to re-submit it somewhere else or fill in a special form.
I request an internal review. A copy of the request is at https://www.righttoknow.org.au/request/o...
Good afternoon Alex,
Thank you for your Informal GIPA application for information with the
Department of Customer Service received on Monday, 18 August 2025.
Please note that our reference number for this Informal request is
GIPA-00868-2025.
We shall contact you as soon as there is an update on this request.
Kind regards,
Anne Prasad (she/her)
Support Advisor
Department of Customer Service
T (02) 9219 3700 E [1][NSW Telecommunications Authority request email]
Level 7, McKell Building, 2-24 Rawson Place, Sydney NSW 2000
[2]Graphical user interface, text Description automatically generated with
medium confidence
[3][IMG] [4][IMG] [5][IMG] [6][IMG]
[7]Copy of koori flag2I acknowledge the traditional custodians of the land
and pay respects to Elders past and present. I also acknowledge all the
Aboriginal and Torres Strait Islander staff working with NSW Government at
this time.
References
Visible links
1. mailto:[NSW Telecommunications Authority request email]
3. https://www.facebook.com/NSWGovernment
4. https://twitter.com/nswcustomer
5. https://www.youtube.com/user/nswgovernment
6. https://www.linkedin.com/company/nswcust...
Good morning Alex Morgan,
Please be advised I have received advice from the business regarding your
informal request for information under the GIPA Act.
The Operations Manual cannot be released informally under the GIPA Act.
There is an option for you to lodge a formal access application to request
this information, however it is unlikely that the information will be
released to you. Please see the following basis for this advice:
Background and Reasoning
The Operations Manual requested is a sensitive document and is not widely
available to NSW Telco Authority staff.
NSW Telco Authority operates the Public Safety Network (PSN) which
delivers secure critical radio communications for exclusive use by
emergency and essential services. Unlike commercial telecommunications
networks, the PSN is a mission-critical radio communications service and
is not accessible to the public. Next to Australia’s triple zero emergency
hotlines, the PSN is the most important critical communications network in
NSW.
The PSN is only accessible to NSW Telco Authority customers who are
registered to use that network. Currently 73 organisations use the PSN
including five Emergency Services Organisations as well as other
government, public safety specialist and essential service agencies.
Due to the sensitive nature of the communications carried over the PSN and
the potential for compromise or disruption of their communications, should
certain information be disclosed in the public domain, there is a high
security and public safety risk should this information be released.
Additionally, NSW Telco Authority’s obligations under the Security of
Critical Infrastructure Act 2018 (Cth) includes a requirement to secure
information of this nature, and the release of the Operations Manual would
contravene this requirement.
The above will form part of considerations against disclosure of release
of the information in conducting the public interest test under the GIPA
Act.
Resources and Links
Please find some helpful resources relating to information access under
the GIPA Act:
1. [1]Fact Sheet - What is the public interest test?
2. [2]Fact Sheet - Informal Release of Information
3. [3]Fact Sheet - Simplified Guide for Information Access
Please also find the following link which includes the online form to
lodge a formal access application if you so choose:
[4]https://www.nsw.gov.au/departments-and-a....
We will now close this informal request on our end. If you have any
further questions, please contact us.
Kind Regards,
Chelsea Maish
A/Advisor
Department of Customer Service
Level 7, McKell Building, 2-24 Rawson Place, Sydney NSW 2000
e [5][NSW Telecommunications Authority request email] | w
[6]www.customerservice.nsw.gov.au
[7]NSW Government Logo
I acknowledge the traditional owners of the land on which I work, the
Gadigal people of the Eora Nations, and I respect Elders past, present and
future. I extend this acknowledgement and respect to all Aboriginal and
Torres Strait Islander peoples viewing this message. I respect the
importance of connection to land, culture, spirituality, ancestry, family
and community for the wellbeing of all Aboriginal and Torres Strait
Islander children, young people and their families.
References
Visible links
1. https://www.ipc.nsw.gov.au/fact-sheet-wh...
2. https://www.ipc.nsw.gov.au/fact-sheet-in...
3. https://www.ipc.nsw.gov.au/fact-sheet-si...
4. https://www.nsw.gov.au/departments-and-a...
5. mailto:[NSW Telecommunications Authority request email]
6. http://www.customerservice.nsw.gov.au/