Process maps from “Outbound Customer Correspondence Management”

The request was refused by NSW Office of State Revenue.

Dear NSW Office of State Revenue,

This is an informal request. I will not pay a fee because this material already exists.

Please supply the most recently supplied process maps provided by contractor Computershare under contract “Outbound customer correspondence management contract” referenced at clause 10.4.6.

I have previously requested these and been (falsely) advised they do not exist by the Office of State Revenue.

Yours faithfully,

John Smith

GIPA-DCS, NSW Office of State Revenue

7 Attachments

Dear John,


Thank you for your informal request for information with the Department of
Customer Service received on 30 October 2023.


Please note that our reference number for this informal request is


We shall contact you as soon as there is an update on this application.


Kind regards,



Government and Executive Support Services

Office of the Chief Operating Officer

DCS Corporate Services


T (02) 9219 3700 E [1][OSR request email]


McKell Building

2-24 Rawson Place



[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.



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GIPA-DCS, NSW Office of State Revenue

Dear John

We are unable to process your request as an informal application under section 8 of the GIPA Act. Revenue NSW have advised that the process maps are those contained in the contract. These have been redacted from the copy of the contract that is publicly available, because this information relates to the commercial-in-confidence provisions of the contract.

If you would like to request this information, then please submit a formal access application. Details about how to do so can be found on our website at:


T (02) 9219 3700
E [OSR request email]

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Are you able to confirm that the following excerpt from an email in 26 July 2023 was therefore inaccurate?

“I have discussed this further with Revenue NSW and confirm that the agency does not have documented procedures specifically for how notices are posted to customers.“

Additionally, so that I can tailor future correspondence can you advise if the redacted process map is the redacted content appearing on page 46 of the contract? And that content existed at the execution of the contract and has not been updated since the contract was executed?

Yours sincerely,

John Smith

GIPA-DCS, NSW Office of State Revenue

Morning John

In this request you are asking about process maps that form part of a vendor's contract to supply a specific service.

Yes, it is page 46 but also page 47.

As advised on Friday, the process maps are those contained in the contract.


T (02) 9219 3700
E [OSR request email]

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