SSAA NSW

20 Sporting Shooters Association of Australia (NSW) Inc. Online Services Launch The end of 2018 saw the successful launch of an online platform which now facilitates the submission of applications relating to new licences, renewals and permits to acquire. In late October 2018 and for the first time in NSW, firearm licence holders were able to apply for a permit to acquire and renew their licence from home, their smartphone, local library, Service NSW service centre, firearm dealership, club or anywhere with internet connection. This process was extended to new licence applicants – both businesses and individuals – in mid-December 2018. The NSW Police Force Firearms Registry has partnered with Service NSW to deliver this service and since commencement of this online entry point, we have seen over 20,000 applications submitted online. We have received substantial feedback from customers impressed with the ease of the application process and quicker turnarounds experienced. We have received positive news from a number of dealers who have enjoyed the speed of the permit to acquire application process, which many see as a benefit to their business operations. We have received customer experience 'thumbs up' from new licence applicants as users are guided through what they need to provide to support their application and cannot finalise the application unless all fields and attachments are accounted for. But we have also received feedback from customers who are finding it difficult to embark on the online journey. Customers have expressed concern about how to conduct an online transaction, the need to pay by credit card and the need to access the internet, if not able to do so readily. These concerns are being heard and we are working through how best to address them. The Firearms Registry is starting to see the benefits of our online system as the inflow of paper applications reduces. This has allowed us to redeploy our resources to other sections of the registry such as our probity and adjudication units, meaning shorter processing times and shorter wait times in the very near future. We have not seen the full effect of online efficiencies yet, but we will. Change can be difficult and at the Firearms Registry we have been going through a period of significant change. There have been some bumps in the road as we have transitioned telephony services and moved to a less paper-orientated office. We have recently partnered with the PoliceLink Command who are responsible for providing contact centre services for a range of functions within the NSW Police Force, including Triple Zero (000) calls, CrimeStoppers and the Police Assistance Line (131 444). PoliceLink are now taking our general customer calls. If your query cannot be answered by the PoliceLink Command the query is escalated to our dedicated and specialised contact centre staff at the Firearms Registry. If you need assistance in setting up a Service NSW account to apply for a firearm licence, reapplication or permit to acquire, you can ring Service NSW on 13 77 88 or attend a Service NSW centre where you will be helped through the account set up process by their digital assist representatives. We have had some telephony technical issues recently that required adjustments and as a result, there have been times when we have had difficulty in meeting service expectations. We are endeavouring to improve the service we provide to you and expect that you will see improvements over the next 6 to 8 weeks. We now have a new Commander at the Firearms Registry, Superintendent Anthony (Tony) Bell. Tony is bringing a fresh approach and his years of operational policing experience to the Firearms Registry. Also joining him last year is Detective Inspector David Silversides who is the General Manager of the Licensing and Compliance business streams. Peter Szaak continues as Senior Manager, Industry Regulation and sits over the ranges, clubs, dealers and permits business streams. I continue as General Manager – Operations, overseeing customer service, policy, business and system innovation. The new leadership team with its diverse policing, government, customer service, and industry acumen are committed to transforming the Firearms Registry so that it meets the service needs of contemporary customers and businesses, as well as the regulatory needs of our contemporary law enforcement environment. That transformation is underway and we believe that our customers will see tangible benefits in the months to come. Contact details: Firearms Registry contact number: 1300 362 562 (for any firearm or licensing-related query) Service NSW contact number: 13 77 88 (for assistance with MyServiceNSW Account set up) Service NSW service centres: You can find your closest Service NSW service centre here: https://www.service.nsw.gov.au/service-centre CrimeStoppers: 1800 333 000 Things to keep in mind: For you to quickly and easily apply for a firearm licence, reapply for your existing firearm licence or apply for a permit to acquire all you need is: • a MyServiceNSW Account linked to the NSW Police Force • details of the address where you'll safely store your firearm • a current credit card for your payment (if applicable) • and any associated documents, such as a copy of your current pensioner card (if you've been approved for a fee exemption) or proof of genuine reason You can find out information about firearm licensing, permits or authorities at our website: https://www.police.nsw.gov.au/online_services/firearms You can track the progress of your licence or permit by going to our public register and typing in your licence number: https://apps.police.nsw.gov.au/FPR/licenceCheck/search.jsp Georgina Gold General Manager, Operations NSW Police Force Firearms Registry NSW Police Firearms Registry

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