Service NSW

30+ people waiting 3 out of 15+ counters staffed and operating. 5+ staff (inc. 2 security!) walking around supposedly assisting but not actually processing queries. A 60min visit for a straightforward renewalUNACCEPTABLE SERVICE

When re registering my car I had a problem, the team leader went out of her way to fix it and priyah the service officer had the patience of a saint as she went the extra mile to get my vehicle registered that day and as painless as possible. Normally any dealings with service NSW are painful at best but the Brookvale team should get recognition and a raise considering how hard they worked to fix my problem. The human face of service NSW just made my day for once.... Even after paying $1900 to put a 4 cyl hatch back on the road. Thankyou Priyah and Katie.

I went on Monday morning to renew my driving licence. The staff at the counter was friendly and helpful. The lady who renewed my licence was very quick, friendly and provided clear instructions. It all took less than 25 minutes. Very happy with the experience.

There's a lady named Nadia( a muslim lady as she keeps her head covered) . She strictly needs training before she advises people .I came for my WWCC and she told me to get a bank account opened . I did that but in reality , a bank statement was needed which wasted my 2 days .When I came , she cleverly blamed the entire thing on me .Not Knowing things when you are untrained is one thing , not accepting and acknowledging your blunder is another .Plz train her !!

Well I have to say, today’s experience was really good, walked in and got asked a few questions, the receptionist check I had all the documents and directed me towards the forms to fill up, a side trainee was there and assisted in a few questions.Got my ticked and waiting about 5/10min (9.30 am on a Friday)The counter person was really friendly and efficient, all documents checked once more, helped with a few missing details on forms and got it done.Overall experience was great, I had all my documents and required details.My previous experience wasn’t had good but I was missing information & documents.My take away and advise, take the time to get your documents ready before you go.

Worst experience of my life, wish i was joking. Thanks to the team for wasting 45 minutes of my life. Didn’t get what I came for as I was ‘10 points away’ from proving my identification with 3 banks cards, a driving licence and a student card. Apparently one of my bank cards didn’t count as it had my initials on it rather than my full name. They said i could use it if I showed a statement with my full name and address. Once finally pulling this up they told me I needed to print it out ( because an electronic copy isn’t justifiable enough? ). So i ask the lady if i will be able to come straight back to her desk after using the computer, to which she said yes. But then, in order to print the statement I had to create a whole new email as my current one was linked to my UK number which i didn’t have access to for the confirmation code. After spending 30 mins i managed to print it out, only to spend another 15 trying to get someone to tell me where i could find the printer. And as I make it back to the desk the lady tells me i can go collect another ticket and wait in line as it would be quicker than waiting for her….

Disgraceful Behaviour from Brookvale branch Manager – Lisa.8.20am Arrived at Service NSW – Brookvale Arrived early to be the first in the queue as I had 9 Historic Registrations to renew that cannot be done online.9.00am As the first customer I was given ticket AR 100 and due to the size of the request the lady gave me three additional tickets.9.03am Lisa, the Branch manager approached me whilst I was waiting telling me I had to come back another day as she did not have the staff to deal with my 9 personal registrations. Lisa proceeded to tell me that I needed to book a meeting and the earliest was Wednesday. I explained:o I am a customer just like the other 20 people in the queueo Historic Registrations cannot be done onlineo Nothing on the website suggests that i need to make an appointmento I am happy to sit and wait 9 times if I needed too Lisa agreed that the process for Historic Car Collections is antiquated and takes too much time and effort but remained irate and did not listen to anything I was saying.After explaining this Lisa walked me over to a corner table where she asked me to sit down, I did, she then remained standing and with two hands on the table she leant over me and asked why I would expect 9 car registrations to be done immediately. I pointed to the sign and said this is Service NSW and the clue is in the name. With that she told me to go to another branch.With that she disappeared into the back office so I asked Mohit (who was brilliant) to help me confirm meetings for Wednesday. On the way out I added my dismay to the customer feedback screen by the exit.At no time was I rude or offensive, I kept confirming that I am a customer with a legitimate request and that due to the nature of classic car historic registrations I have no other way of registering my vehicles. I have over the years consolidated all registrations to happen on the same day so it is a simpler task.Every year in the past I have, like today, chosen a time to visit the Brookvale branch in what Brookvale advertise on the website as not a busy time. In the past I have had no issues in getting my registrations renewed in this way and have always found the staff at Brookvale vey helpful.Despite making extremely valid points Lisa remained aggressive, rude and embarrassed me in front of other customers. It was only by the grace and understanding of Mohit that I managed to move forward.On exiting the branch Lisa re-appeared to tell the whole Queue of people that the NSW system is down and no car registrations could be done. Her manner to a line of 20 people was disgracefully blunt and unsympathetic.I would like to make a formal complaint about how I was treated today.

Person greeting people at the front desk should hand in her resignation. Went in to renew the rego on my car after it had been in storage for 9 years. Even had the old rego renewal slip. She refused to give me a ticket until I’d printed the green slip confirmation from my emails. I said it automatically gets sent here and you can see the paid receipt on my phone. I had my 6 week old baby with me and in the end because I was so stressed about forgetting my email password because it’s always automatically logged in on my phone, I had to forward the green slip receipt email to someone else to print it off for me. I get to the counter once my number was called and guess what? They didn’t need the print out because it automatically shows on their system. Honestly it was the blind leading the blind down there. Talk about a traumatic experience for something so simple.

I went there today at 3pm for my DT. They put my test as no show straight because the lady at counter 16 was so rude to me today. I felt discriminated and racism as I was told to get my overseas driving license confirmation letter original to desk. That is so ridiculous that she asked me in last hour. The guy who took my DKT clearly told me to get just my passport and expired overseas license and i will be sweet for one time DT. But today, omg a lady at counter 16 made me felt like a low level person as she was not ready to listen my explanation at all.What a shame, being an overseas student, it’s my first time facing racism. Really poor service, very very disappointed ☹️ .Thanks to Warren, who called me again and explain everything in a polite way that made me accept everything he said about my DT requirements.