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Merchant fee surcharges were levied on tens of millions of customer card transactions, despite repeated legal advice during the term of the former Liberal-National government that the government agency surcharges were unlawful.

The issue was identified by the NSW Auditor-General during settlement of the Department of Customer Service (DCS) financial statements for 2023-24 and brought to the attention of the current Government.

The current Secretary of DCS, Graeme Head, sought further information from his Department which revealed that Service NSW’s practice of charging merchant fees had been flagged as unlawful in legal advice received from the Crown Solicitor’s Office between February 2016 and December 2022. Despite this, merchant fees continued to be passed onto customers.

Merchant fee surcharges are levied to recoup transaction fees charged by payment providers including banks. Recouping the cost of merchant fees was directed by NSW Treasury in 2012.

Typical surcharges on Service NSW transactions include 30 cents for a 1-year licence renewal, 29 cents for a marriage certificate and $1.92 to renew registration for a small car (like a Toyota Corolla). The average surcharge on a Revenue NSW payment in 2023-24 was $0.92.

It’s currently estimated that 92 million transactions unlawfully incurred about $144 million in merchant fees from 2016 across Service NSW and Revenue NSW.

The Minns Labor Government has established an incident management taskforce and is progressing urgent work to shut down the unlawful charging of merchant fees.

People who have been charged fees are encouraged to register for updates on the Government’s response at service.nsw.gov.au/about-us/our-services/merchant-fees or by calling Service NSW on 13 77 88.

The Treasurer, Minister for Customer Service and Digital Government, and Minister for Finance have written to the NSW Ombudsman requesting an investigation into possible serious maladministration.

The Secretary of DCS has also referred the matter to the Ombudsman and the Independent Commission Against Corruption, noting the apparent failure to act on the 2016 Crown Solicitor’s advice.

The taskforce led by DCS has switched off fees being charged directly by Revenue NSW and the Rental Bond Board, and stopped fees on more than 80 per cent of Service NSW transactions.

Merchant fee surcharges have been switched off for more than 90 per cent of online payments, including the top 12 Service NSW transactions such as renewing a driver licence or vehicle registration or paying a fine.

Service NSW is urgently continuing work to switch off fees on all remaining transactions, including thousands of credit card terminals in Service NSW Service Centres. These transactions span several technology platforms and are conducted on behalf of multiple agencies.

While this work is being completed, alternate payment methods are available which do not incur a surcharge, such as paying in a Service Centre by cash or online with over-the-counter support from Service NSW staff.

The majority of Government transactions take place through Service NSW, but as a result of this information being uncovered, all departments have been instructed to report to NSW Treasury by 30 November on whether they charge merchant fees for services and to confirm they have the legal authority to do so. 

Minister for Customer Service and Digital Government Jihad Dib: 

“Our most immediate priority has been to stop these charges as quickly as possible.”

“It is deeply concerning that this practice has been ongoing, despite legal concerns being raised.”

“While the individual amounts typically charged may appear to be small, they have been charged unlawfully.”

“The community rightfully deserves an explanation about how this was allowed to continue for so long under the previous government.” 

Minister for Finance Courtney Houssos:

“We have acted swiftly to establish a taskforce to deal with this issue. Our immediate efforts are focused on switching off the payment methods that charge these merchant fees as quickly as possible.

“We will get to the bottom of what happened and why millions of people were unlawfully charged merchant fees.

“Families, households and businesses expect governments to conduct themselves lawfully. That’s why all agencies have been instructed to examine their own processes.”

The Singleton Local Government Area has received $7 million in funding from the Albanese and Minns Governments to help improve the resilience of Kilfoyles Bridge and Stanhope Road ahead of future flood events.

The funds, provided through the Regional Roads Transport Recovery Package, will go towards:

• Raising Stanhope Road at Elderslie; and
• The betterment of Kilfoyles Bridge and approaches on Luskintyre Road with a two-lane concrete structure.

Work to raise the road level along a one kilometer section of Stanhope Road is already underway and will involve major culvert upgrades to better manage drainage and improve access to the route during future rainfalls.

The funding also covers raising Kilfoyles Bridge and approaches on Luskintyre Road by at least 2.2 metres, and upgrading the bridge to a two-lane concrete structure with a higher bridge deck and scour protection. This work is expected to start in November 2024.

The improvements will help reduce the likelihood of road and bridge closures during severe weather and reduce costs for ongoing repairs and maintenance.

These upgrades are jointly funded through the Disaster Recovery Funding Arrangements (DRFA).

Federal Minister for Emergency Management Jenny McAllister:

“We are working with the Minns Government and regional councils to ensure communities have resilient infrastructure they can rely on every day, but particularly in times of crisis.”

“Upgraded roads and bridges will help residents stay connected during flooding and improve access to emergency services.

“By raising the road and increasing the capacity of culverts, these projects will also reduce turbulence and help flood water escape quickly.”

Member for Hunter Dan Repacholi:

“We’ve seen over the last few years the devastation that constant rain and flooding has had on our communities and on our vital infrastructure.

“Keeping our roads and bridges open during flood events is vital to stop communities being isolated.

“It’s all about building back better and it’s about the Albanese Labor Government working with the states and the local government so that we can build back better and give people the future they need.”

Minister for Regional Transport and Roads Jenny Aitchison:

“This key investment by the Minns and Albanese Labor Governments will improve Singleton’s resilience to floods.

“Workers, students, tourists, freight operators and other residents will be able to continue to go about their business, get to education and medical appointments with less inconvenience and disruption during disasters.

“This will reduce their reliance on Surf Life Saving and the State Emergency Service (SES), particularly for residents of smaller communities like Lambs Valley and Stanhope.

NSW Labor’s spokesperson for Upper Hunter Emily Suvaal:

“These flood resilience projects will keep communities better connected during disasters while importantly protecting lives and livelihoods across the Upper Hunter.

“It’s great to see all three levels of government working together to deliver projects that make such a big difference to our regional communities.”

Singleton Council Mayor Sue Moore:

“I’m very pleased to have State and Federal Governments working together to improve access in times of flooding for Singleton rural communities.”

Singleton Council General Manager Justin Fitzpatrick-Barr:

“Stanhope Road and Kilfoyles Bridge form an important transport route for the community and agricultural businesses but in times of flooding, they become inundated and unpassable for days at a time.

“By upgrading and raising the level of this road and bridge, we’ll keep our community connected during future flooding disasters.

“We’re extremely grateful to the Australian and NSW governments for their support to deliver these integral infrastructure projects for Singleton.”

The Minns Labor Government is calling on the best and brightest in developing Artificial Intelligence (AI) and technology tools to improve the NSW Planning Portal and speed up assessment timeframes to deliver more homes, jobs and infrastructure.

The NSW Planning Portal processes all the state’s Development Applications (DA) as well as Complying Development Certificates (CDC) and Concurrence and Referrals (C&R) for DAs that require state agency advice.

The NSW Government has launched two Requests for Proposals (RFP) seeking innovative technology and AI solutions to integrate into the Planning Portal as a feature of the Next Generation NSW Planning Portal Ecosystem. The first RFP asks for:

• Products to improve DA quality and assessment times that can be integrated into the existing Portal
• Products or services that use AI to provide data analytics and spatial insights
• Products to strengthen cybersecurity and improve user privacy including document security and certificate forgery

A second tender seeking a range of technology enhancements to upgrade the core platform functionality of the NSW Planning Portal which include:

• Making this legacy platform more efficient through upgrades to assessment and implementation planning
• Seeking products that improve security through data processing and document migration and validation
• Enhancements to the core platform, making it more reliable and improving the user experience

These two RFPs follow the NSW Government’s $5.6 million investment to introduce AI into the planning system with 16 councils currently trialling AI solutions through the AI Early Adopter Grant.

To provide a Request for Proposal for the NSW Planning Portal, applicants should respond by 3pm on Friday 1 November: NSW Planning Portal – Pega Upgrade – SR00252 | buy.nsw

To provide a Request for Proposal for the Next Generation NSW Planning Portal ecosystem applicants should respond by 3pm on Monday 4 November: Next Generation NSW Planning Portal Ecosystem – SR00132 | buy.nsw

Minister for Planning and Public Spaces Paul Scully said:

“The NSW Planning Portal services millions of people, it should be utilising the best technological platforms available to us.

“AI can assist planners to determine DAs much faster and that means faster assessments for housing across NSW.

“We are also looking for solutions to improve the core technology of the Planning Portal to improve user experience.

“The Minns Labor Government is bringing the planning system into the 21^st century.

“Our Early Adopter AI grant Program has already seen 16 councils commence technology trials to help their planners free up valuable time and energy to improve assessment times. This next round of technology enhancements will bring us even closer to the future of digital assessment in the planning system.”

The Liverpool community is a step closer to having a new purpose-built ambulance station at Prestons following the purchase of a site on Enterprise Circuit.

The new Prestons Ambulance Station is being delivered as part of the NSW Government’s $615.5 million NSW Ambulance Infrastructure Program.

Health Infrastructure and NSW Ambulance carried out a thorough evaluation of the site to ensure the location best meets the needs of our emergency ambulance operations and paramedic staff.

New ambulance stations are located at places which optimise ambulance response performance and meet the needs of local community. NSW Ambulance identified Prestons as a high priority location following a comprehensive service planning process using best practice modelling software to map Triple Zero (000) calls.

The next steps for the project include design development and seeking planning approval for the new ambulance station. Construction and operational timeframes will be determined as the project progresses.

The NSW Ambulance Infrastructure Program will deliver 30 additional ambulance stations and supporting infrastructure across Sydney, the Central Coast, Newcastle and Wollongong over the coming years, boosting frontline emergency ambulance care.

Health Infrastructure is working with NSW Ambulance and other Government stakeholders to identify potential sites for new ambulance stations.

Sites are confirmed for North Sydney, South Windsor, Oran Park, Berowra and now Prestons.

New stations across south-western Sydney are also planned to service the communities of Raby, Prairiewood, Doonside, Glenmore Park, the Aerotropolis and Bargo.

Minister for Health Ryan Park:

“I’m delighted our paramedics will have a purpose-built ambulance station to support them while they deliver world-class emergency mobile medical care to our communities well into the future.

“The purchase of the site marks a significant milestone in delivering a vital health service for the local community and surrounding areas.

“The new ambulance station at Prestons will bolster the ambulance station network across the growing communities of south-western Sydney and support existing ambulance stations including at Liverpool and Macquarie Fields.”

Member for Macquarie Fields Anoulack Chanthivong:

“I welcome this investment in urgent medical care services for our rapidly-growing region.

“An ambulance service at Prestons means more local jobs for south-west Sydney, and better response times in emergencies. It’s a win-win for our fast-growing communities.”   

Member for Liverpool Charishma Kaliyanda:

“As Liverpool grows, it is important that we invest in health infrastructure to meet the needs of the community.

“The new station is a testament to the NSW Government’s dedication to providing first-class emergency services in the fast growing communities of south west Sydney.

“We know health services like Liverpool Hospital are under a lot of pressure, and this announcement demonstrates that the NSW Government is actively working to ensure Liverpool has what we need to meet the demand, now and into the future.”

Member for Leppington Nathan Hagarty:

“This new ambulance station in Prestons will provide better care for families across the region.

“South-western Sydney is growing rapidly, and it’s crucial that our frontline services grow with us.

“This new station will strengthen the entire network and ensure our local paramedics have the resources and facilities they need to respond quickly and effectively in emergencies.”

Essential workers will receive significantly more support to move and settle into the Northern Rivers thanks to a successful Minns Labor Government initiative, The Welcome Experience, being extended into the region making it easier for local organisations to attract workers to making the move.

Originally piloted during 2023 in Broken Hill, Muswellbrook, Bega, Walgett, Coffs Harbour, Corowa, Griffith and Goulburn, The Welcome Experience has been such a success it is now being rolled out to additional locations since September this year and is now operating in 55 Local Government Areas.

The Welcome Experience will now provide workforce support to the additional town locations of Tweed, Lismore, Ballina, Byron and Richmond Valley thanks to a successful tender application from new host agency, Regional Development Australia (RDA) Northern Rivers.

As part of The Welcome Experience, host agencies help essential workers make the regions their home, forge social connections, access childcare and schooling options, join sporting clubs and even assist with finding job opportunities for partners.

Launched in June last year, The Welcome Experience has helped 665 essential workers and their families to move to regional New South Wales, including 346 health workers, 110 educators and 42 police staff. 

The Northern Rivers can look forward to similar type success stories that have emerged after the program was rolled out to other regions over the last few months.

Host Agencies in new delivery locations such as Dubbo, Port Macquarie, Kiama and Inverell are now onboarding Local Connectors, plus engaging their local communities and gathering feedback to assist them to tailor the delivery of The Welcome Experience to meet specific needs of communities.

Among the new host agencies is RDA Murray, which has reported a positive stream of enquiries since September from essential workers considering the move to the Albury area.

RDA Program Manager for Albury Karin Willcox is already assisting two registered nurses and their children move to the region from New Zealand.

Karin has organised arrangements for the family ahead of their arrival, including airport pickup, car rental, childcare, schooling options, and even securing furniture for their new home.

Find out more The Welcome Experience

Minister for Agriculture and Regional NSW, Tara Moriarty said:

“Our Government is focusing on ensuring regional NSW receives the services it needs and attracting essential workers is critical to making that happen.

“If people get to hear first-hand info about schools or childcare, and that there is a good bunch of people in the local netball team, plus insights on cafes and places to fish, you are making them feel welcome.

“Recognising the area’s needs, the Government is pleased the procurement process has been completed to engage RDA Northern Rivers to set up services in five towns that will boost the attraction of essential workers.

“The Welcome Experience has a strong track record of warmly welcoming workers to regional NSW and encouraging them to build lasting connections in their new communities, and I look forward to seeing RDA continue this valuable work in the Northern Rivers region.”

NSW Parliamentary Secretary for Disaster Recovery and State Member for Lismore Janelle Saffin said:

“I congratulate Regional Development Australia (RDA) Northern Rivers on successfully tendering to be host agency for The Welcome Experience in towns across our region as this organisation has a track record of building capacity through strengthening networks.

“We need to attract and retain more essential workers as our population grows, and providing workforce support with relocations and settling into a new community for workers and their families is a no-brainer.

“Some councils provide new residents with a welcome pack to help them navigate their new surroundings, and this Minns Labor Government initiative is that concept writ large, offering a wraparound set of services specific to our region.

“The Welcome Experience’s pilot sites have been successful in helping hundreds of health workers, educators and police move to the regions, and I look forward to more success in Lismore, Tweed, Byron, Ballina and Richmond Valley.”

RDA Northern Rivers Director of Regional Development Anthony Schreenan said:

“The Welcome Experience will support new essential workers through every step of the relocation process, from when they first consider the move, to when they decide to make their home in the Northern Rivers and build connections in the community,” Mr Schreenan said.

“We are so happy to be able to benefit from The Welcome Experience, the pilot showed that the key to retaining workers is welcoming them into the community, and that’s more than finding a house to live in and school for the kids.

“It’s becoming part of the local sports club, getting to know fellow parents, connecting with the people at your local and building networks of friendship.

“Our Local Connector will provide a concierge service, connecting with essential workers who are considering relocating to our region and providing information about the region, finding a place to live, access to schools and amenities, and services available.

Locations delivering The Welcome Experience:

Region	Location Government Areas	Successful Host Agency
Northern NSW	Glen Innes Severn and Inverell	Attract Connect Stay Glenn Innes
North Coast & Rivers	Tweed, Lismore, Ballina, Byron and Richmond Valley	RDA Northern Rivers
Mid North Coast	Kempsey, Nambucca and Port Macquarie Hastings	RDA Mid North Coast
Mid North Coast	Coffs Harbour and Bellingen	Boambee East Community Centre
Hunter	Muswellbrook, Singleton and Upper Hunter	Muswellbrook Shire Council
New England	Armidale, Tamworth and Uralla	RDA Northern Inland
Moree Plains	Moree Plains	Moree Plains Shire Council
Orana region	Bourke, Dubbo (incl Wellington) and Walgett	RDA Orana
Central West	Bathurst, Cowra, Lachlan, Lithgow, Oberon, Orange, Parkes and Weddin	Skillset
Western NSW	Balranald, Broken Hill, Central Darling,	Regional Solutions Community Development
Far West NSW	Unincorporated Far West and Wentworth	Regional Solutions Community Development
Murray	Albury, Federation and Greater Hume	RDA Murray
Eastern Riverina	Temora, Tumut, Wagga Wagga	RDA Riverina
Western Riverina	Griffith, Leeton,	RDA Riverina
Southern NSW	Goulburn Mulwaree, Hilltops, Queanbeyan-Palerang, Snowy-Monaro, Upper Lachlan, Wingecarribee and Yass Valley	RDA Southern NSW
Bega Valley	Bega Valley	Bega Chamber of Commerce
Illawarra	Kiama, Shellharbour and Shoalhaven	Multicultural Communities Council of Illawarra
South Coast	Eurobodalla	Bega Chamber of Commerce