Information guide

The Government Information (Public Access) Act 2009(GIPA Act) provides members of the public with a right of access to government information. The GIPA Act replaced the Freedom of Information Act 1989 (FOI).

Under the GIPA Act, each NSW Government department and agency is required to publish an Agency Information Guide.

This Information Guide provides a general description of:

  • our agency’s structure and functions
  • the way in which our functions affect members of the public
  • how members of the public can participate in policy formulation and provide feedback
  • the kinds of information we hold, and
  • information we make publicly available

Transport for NSW

Transport for NSW (TfNSW) is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.

We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, community transport, cycling and walking.

We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.

Transport operating agencies, such as Roads and Maritime Services, Sydney Metro, State Transit, Sydney Trains, and NSW Trains, focus on service delivery – providing safe, reliable, clean and efficient transport services.


Coordination of GIPA functions in the Transport cluster

TfNSW’s Information Access Unit is responsible for centralised acknowledgement on behalf of, and referral of formal access applications to the following NSW Government agencies within the Transport Cluster:

  • TfNSW
  • Roads and Maritime Services
  • Sydney Trains
  • NSW Trains
  • Point to Point Transport Commissioner
  • Sydney Metro
  • State Transit Authority

TfNSW also provides resources to support Roads and Maritime Services, Sydney Trains and Sydney Metro process and make decisions on applications received by those agencies. Each Transport cluster agency remains responsible for making decisions regarding the release of information held by their organisation under the GIPA Act.

Organisational Structure

There are six divisions which make up the organisational structure of TfNSW:

  • Customer Technology and Services – puts customer experience at the centre of how we manage and improve our services and uses technology and innovation to deliver even better, more responsive services for customers.  Customer Technology and Services maintains a strong focus on the customer and the end-to-end customer journey experience and manages public affairs, stakeholder and community engagement, government services, the operation of Opal and administration of concession related travel schemes, pricing and revenue, and delivery of short to medium term integrated transport planning.
  • Freight, Strategy and Planning – develops strategy, policy and planning for road safety, freight, public transport and roads networks, ensuring close alignment to TfNSW priorities as well as oversighting safety and standards for the whole of TfNSW. Consolidates transport data collection, model development, modelling and custom research and surveys.
  • Infrastructure and Place – plans, develops and delivers transport infrastructure that capitalises on commercial opportunities to help develop liveable, vibrant places for the community.  Infrastructure and Place provides integrated development and delivery of transport assets and transforms strategy into seamless transport networks and services, efficiently and effectively.
    • Sydney Light Rail – will deliver a new light rail line to the CBD and south east.
    • Parramatta Light Rail – will deliver a new light rail system connecting Westmead to Parramatta and Carlingford via Camellia (Stage 1); with planning of future stages underway.
    • Newcastle Transport Program – will deliver a new light rail line, a transport interchange at Wickham and an upgrade to Broadmeadow station. The Newcastle Transport Program is delivered under the umbrella of Revitalising Newcastle, a NSW Government program focused on activating the city to attract people, new enterprises and tourism to Newcastle.
  • Corporate Services – responsible for the efficient and effective delivery of human resources, information communication technology, group finance and investigative and legal services across the Transport cluster.
  • Transport Coordination Officeleads the planning and coordination for proactive real-time management of the transport network enabling seamless, safe and reliable journeys for our customers. The Office also manages traffic and transport disruptions associated with major transport and road infrastructure projects in the Sydney Metropolitan area, taking a holistic approach to managing and minimising the impact of these works on businesses, customers, and the community.
  • Office of the Secretary – protects and promotes the integrity and reputation of TfNSW, and support and enable effective decision making – as a trusted partner to the Secretary and Transport Cluster Executive.
  • For further information on the structure of TfNSW, please see Who we are.

Sydney Metro – is responsible for the planning and delivery of metro projects for Sydney.  Sydney Metro became a separate NSW Government agency on 1 July 2018.

NSW Point to Point Transport Commission – supports the Point to Point Transport Commissioner to ensure the safety of taxi, hire vehicle, and rideshare drivers and customers and in the regulation of the point to point transport industry and enforcement of the point to point transport laws.  

The way in which our functions affect members of the public

Who are our customers?

Our customers are those who derive a direct benefit from using the transport system and the services we offer. There are very few people in NSW who are not our customers; most of us are pedestrians and many of us rely on the road and public transport networks in our daily lives.

How are our customers affected by what we do?

TfNSW was established to ensure coordinated planning and policy across all modes of transport. This means that TfNSW develops regulations, policies and legislation to ensure that transport is delivered to a high standard, community needs are met, assets and public money are protected, environmental impact is minimised, and the community is safe.

In addition to its broader policy, planning and coordination efforts across NSW, TfNSW has administrative responsibilities for the following:

  • Regulation of buses, coaches and intrastate air services in NSW. TfNSW is also responsible for the contracts under which public and private operators provide customer rail, bus and ferry services
  • The Community Transport Program (providing transport for disadvantaged people with access to recreation, shopping, medical care, social services and social contact)
  • The Country Passenger Transport Infrastructure Grants Scheme (to improve passenger transport infrastructure in rural, regional and remote communities)
  • The Regional Transport Coordination Program  (to help local communities solve access and mobility problems)
  • The School Student Transport Scheme (providing subsidised school travel across NSW
  • The Taxi Transport Subsidy Scheme (assisting members of the public who cannot use public transport due to severe and permanent disability)
  • The Wheelchair Accessible Taxi Driver Incentive Scheme (providing incentive to qualified drivers to improve the accessibility, reliability and response times for Taxi Transport Subsidy Scheme participants who require a wheelchair at all times for travel)
  • The Opal Ticketing System, (providing customers with an electronic ticketing system for travel on public transport in the greater Sydney area)

Public Participation and Feedback

TfNSW works closely with stakeholders and the wider community to continually improve services and achieve better outcomes for our customers.

Stakeholder and community engagement is all about establishing and maintaining a connection with our communities. We work hard at improving stakeholder relationships by maintaining a general presence within the community, and by initiating and encouraging open dialogue between TfNSW, the wider community and other stakeholder groups.

Customer insights are critical to transport planning and TfNSW actively seeks public participation and feedback in policy development, transport planning and ongoing service delivery.  This is achieved through engagement in public consultation about our functions and policies, use of formal feedback channels such as the NSW Government Have Your Say web portal, calls for public submissions under legislation and use of expert panels.

Transport Functions and Service Delivery

TfNSW is committed to meaningful community engagement in Transport service delivery and all new projects and initiatives.  Placing the customer at the centre of everything we do is at the heart of all our transport service and infrastructure decisions.

Transport projects involve significant community consultation at each stage of planning and delivery, and TfNSW actively promotes consideration of customer feedback throughout the project lifecycle. This includes project-specific community and stakeholder engagement plans to support project delivery from planning through to commissioning.

Engagement during the project development phase is undertaken to inform stakeholders and the broader community about proposed projects requiring feasibility investigations, business case development and concept designs.  Engagement during project delivery includes communication during the course of delivering a project, from planning approval right through to construction and commissioning.  This process includes specific consultation on environmental factors associated with initiatives.

TfNSW requires its contractors to meet a high standard of community liaison under their contract obligations, ensuring that community notification and consultation are incorporated into project planning and programs.  We engage positively with the community to ensure the best transport outcomes.

For details of current and completed projects, and opportunities for community participation, please visit the TfNSW Community Engagement webpage.

Please visit the Safer Roads NSW website to find out why speed cameras work, see where speed cameras are currently located and have your say to suggest a location for a speed camera or comment on speed limits and speed limit signs in NSW. The comments and suggestions collected through the Safer Roads NSW website, together with crash data and other road safety information will help to prioritise future locations for speed cameras in NSW.

TfNSW welcomes feedback regarding the services it provides as well as about general transport services or issues. Customers can visit the webpage for information on transport services (including real-time status alerts), or to ask questions, provide feedback on a service, make a complaint or plan their trip.

Please visit the Tomorrow’s Sydney website to find out more about both the long-term objectives and short-term construction impacts of our major infrastructure projects, as well as the latest information as the transformation progresses, including trip planning advice for motorists, public transport customers and commercial drivers.

TfNSW is committed to Open Data that meets community needs and expectations. The Open Data Forumis for the community of data consumers interested in working with TfNSW’s open data. All feedback and discussions are welcomed. The forum provides direct access to TfNSW and agency staff as well as other developers, researchers and analysts of data.

Further information on current and completed projects is available within the Projects section of the TfNSW website.

Transport Policy and Planning

TfNSW values customer feedback and places a high importance on community input to Transport policy development and planning.  Our Community Engagement Policy includes a commitment to keep you informed and give you the opportunity to have your say on our plans and projects.  Recent examples of public consultation on transport policy and planning include:

Future Transport 2056

Future Transport 2056 is a new 40 year transport vision for NSW. It focuses on the decisions we need to make now, to help us prepare for the big changes across the state over the next 40 years. The strategy builds on the 2012 NSW Long Term Transport Master Plan, which has guided service and infrastructure investment across NSW. 

Customer input was key to creating a Future Transport 2056 strategy that is accessible to everyone in NSW and, at the same time, agile and flexible enough to adapt to a constantly changing environment.

Between November 2016 and December 2017, the public was invited to provide input and feedback on the draft strategy. Based on customer research, a unique strategy was designed to seek feedback from customers aged 18 to 35 years old – a group that is considered difficult to reach but represents the biggest users of transport over the next 40 years.

Overall the Future Transport campaign reached 6.2 million customers, and received over 500 formal feedback submissions and over 5000 individual comments across the strategy and plans that will allow us to finalise them for release in early 2018. This feedback has been critical to shaping a vision for transport that will create a better NSW for our customers and ensure that we have sustainable networks into the future.

Future Transport 2056 benefits from a range of sub-plans – Disability and Inclusion Action Plan, Road Safety Plan, Maritime Safety Plan and the Freight and Ports Plan – which also sought insights and feedback from relevant customers, community and industry.

For more information on the Future Transport 2056 vision and community consultation on the strategy and plans for Transport please visit the Future Transport 2056 website.

Older Persons Transport and Mobility Plan 2018-2022

The Draft Older Persons Transport and Mobility Plan 2018-2022 addresses future transport demands of older people and how their travel needs may change as they age and looks at how technology will deliver new opportunities in an accessible, safe and affordable manner.

The Plan builds on the NSW Ageing Strategy 2016-2020 and supports the Future Transport 2056 vision of providing more integrated, affordable, safe, accessible, personalised and customer-focussed transport solutions.  In December 2018, TfNSW invited community feedback on the draft plan which closed on 31 January 2019.

Details of the plan can be found here on the Future Transport website - Draft Older Persons Transport and Mobility Plan 2018-2022

Expert Panels

TfNSW has a large range of established expert panels that meet regularly to advise across a range of specialist topics. They include:

Further, TfNSW launched The Research Hub that fosters collaboration and information sharing between TfNSW, the tertiary sector, industry and other government agencies that are interested in transport and related research.  More information on The Research Hub is available here:

Types of information held

TfNSW keeps records associated with its core functions of coordination, funding allocation, policy and planning and other non-service delivery functions.

TfNSW also routinely collects information from its customers for administrative, planning and reporting purposes. For example, TfNSW holds the personal information of applicants to the School Student Transport Scheme.

TfNSW is required to comply with the Privacy and Personal Information Protection Act 1998 (NSW) (PPIP Act) and the Health Records and Information Privacy Act 2002 (NSW) (HRIP Act) when dealing with the personal information of its customers.

More information about how TfNSW handles personal and health information is available in the TfNSW Privacy Management Plan.

Information made publicly available

The following categories of information provide a sample of what is made publicly available on the TfNSW website:

Open access information

Open access information is a category of information explained further below under ‘Information we must disclose’.

For further information, please contact the TfNSW Information Access Unit on 02 8202 3768 or by email

Open Data Policy

Transport is committed to improving transparency, participation, collaboration and innovation by increasing access to government information.

The Transport Open Data Policy is aligned to the NSW Government Open Data Policy and seeks to make appropriate government data available to industry and the community.  Open data supports the open government principles of transparency, participation, collaboration and innovation.  It augments the proactive release of information required under the GIPA Act.

TfNSW is committed to embedding open data principles at all levels of the cluster as this can lead to faster, smarter, more responsive service delivery. It promotes the development of new businesses and industries that can make use of government data, facilitates data sharing between government agencies and enhances our own awareness, understanding and use of information.

We embed Open Data principles across the Transport cluster by:

  • Engaging with industry and the community to understand their needs for transport data
  • Prioritising for release any high-value datasets, especially those identified through industry and community engagement
  • Releasing data under open licence wherever possible
  • Protecting data where required on the grounds of privacy, security, confidentiality legal privilege or public interest

A range of open transport data is available via the TfNSW Open Data Hub which includes public transport and roads real-time data, statistical data and timetable data.

Other publications

Other TfNSW publications made available on the TfNSW website:

How to access information we hold

The GIPA Act provides members of the public with a right to access government information.

There are four ways that members of the public can access government information held by TfNSW under the GIPA Act.

  • Mandatory proactive release (Open Access Information)
  • Authorised proactive release
  • Informal release
  • Access applications

Information we must disclose

Information classified as Open Access Information (OAI) is the type of information which TfNSW must make publicly available, unless it is not in the public interest to do so.

TfNSW makes OAI publicly available on its website free of charge, including this publication (agency information guide), information about TfNSW tabled in Parliament (such as the TfNSW Annual Report), policy documents, the TfNSW register of government contracts and the agency disclosure log of access applications.

Information proactively released

TfNSW is required to have a program for the proactive release of government information.

Proactive disclosure is the manner in which TfNSW considers making information publicly available where appropriate. The proactive disclosure of information helps provide the public with greater access to government held information. Information proactively disclosed by TfNSW is made available on this website.

TfNSW has a Proactive Disclosure Committee that meets regularly to consider and recommend information suitable for proactive disclosure. That Committee is chaired on a rotating basis by a senior executive in order to convey to staff the importance of proactive disclosure as part of day to day business.

If information sought is not available on TfNSW’s website, members of the public can suggest that information be proactively disclosed (if held).

Please forward any suggestions to the Information Access Unit by email to

Informal requests for information

Members of the public can request information from TfNSW on any topic of interest. If the information is clearly in the public interest to disclose, the request may be treated as an informal GIPA application and may be supplied free of charge.

TfNSW may attach conditions to the informal disclosure of information. For example, we may provide access on a view-only basis where the requested information is sensitive and should remain confidential, but is relevant to the person making the request.

Under the GIPA Act, a right of review only applies for formal applications.

If you would like to make an informal request for information, please contact the Information Access Unit on (02) 8202 3768 or by email to

Formal access applications

In some cases, requests for information held by TfNSW will need to be made through the formal access application process.

To make a request for information held by TfNSW, an access application must:

  • be in writing and addressed to the agency
  • clearly indicate that it is a formal access application made under the GIPA Act
  • provide a payment of $30 (by cheque or credit card)
  • provide a postal address for correspondence in connection with an application
  • include such information as is reasonably necessary to enable the government information applied for to be identified

If your application does not meet the above requirements, it will be invalid and the application will not be processed. However, in order to help you make a valid application, we will contact you to provide advice and assistance.

You may make an online application for information.


You may send your application by post with a payment by cheque or money order to:

Information Access Unit

Transport for NSW

PO Box K659

Haymarket NSW 1240

If you would like to make an access application, please see How to apply and FAQs on our website.

Formal access application fees and charges

Apart from the $30 application fee, the GIPA Act allows TfNSW to impose a charge of $30 per hour in order to process an application. The application fee counts towards the first hour of processing.

In processing a formal access application, TfNSW is required to ensure that it is dealt with efficiently and provides access to information requested at the lowest reasonable cost.

A 50% discount in processing charges will apply if an applicant demonstrates they fall within any of the following categories:

  • A member of the public suffering financial hardship
  • The information applied for is of special benefit to the public
  • The holder of a current Pensioner Concession Card
  • Full-time students
  • Non-profit organisations

Please note that the 50% discount applies only to processing charges and not to the $30 application fee.

If applying for your own personal information, TfNSW cannot charge for the first 20 hours of processing.

For further information about fees and charges, please see the Fees and Charges section on our website, or contact the Information Access Unit on (02) 8202 3768 or at

Requests for personal information can also be made under the Privacy and Personal Information Protection Act 1998.

Review rights

You have the right to request a review of certain decisions made by TfNSW in response to a formal access application. For further information, please view the NSW Information and Privacy Commission’s publication ‘Your review rights under the GIPA Act’.

Contact us

For further information relating to the disclosure of government information held by TfNSW, the Information Access Unit can be contacted on the details below:


Information Access Unit

Transport for NSW

PO Box K659

Haymarket NSW 1240


Phone: 02 8202 3768

For more information about the GIPA Act and your right to access information (including review rights) contact the NSW Information and Privacy Commission:


GPO Box 7011

Sydney NSW 2001



Phone: 1800 472 679

Last updated 1 March 2019