How to submit a NSW Planning Portal contact us form

The process for how you escalate tickets to the ePlanning or Planning Information teams has changed. 

If ServiceNSW staff are unable to assist the customer with the resolution of their query, and the issue needs to be escalated the process is:

1. Help the customer to submit a P-Ticket using the NSW Planning Portal contact us form. (Note: This is only if they do not have an existing ticket for this issue)

2. If the query is critical, transfer the call to the Department of Planning, Housing and Infrastructures' support team.

3. If the customer has an existing P-Ticket, and it has been unresolved for 10 or more business days, please transfer the call to the department and include the customer name, application number and a summary of the issue that they are having. 

To assist ServiceNSW frontline staff, the department prepared a short instructional video on how to create and submit a NSW Planning Portal contact us form. 

If you have any questions about this process after watching the video, we have organised a meeting for ServiceNSW frontline staff, where we will answer the questions you have.