nsw public service travel policy

NSW COVID restrictions explained — this is where you need to wear a mask, and where you can't travel

The NSW government has introduced new COVID-19 restrictions from 4:00pm on Wednesday, including a ban on non-essential travel outside Sydney and compulsory face masks at work and the gym.

The new measures mean Greater Sydney will be subjected to its toughest mask mandate since the pandemic began.

It's also the first time travel restrictions have been introduced since the Avalon cluster led to more than 150 infections over Christmas.

Health authorities revealed 11 new locally acquired COVID-19 cases in today's update, as the outbreak at Bondi spread to Sydney's south-west.

Travel restrictions explained 

Sydneysiders who live or work in several local government areas (LGAs) will be unable to travel outside the city's metropolitan area for non-essential reasons from 4:00pm.

The affected LGAs are: 

While people in these LGAs can travel to other parts of Sydney, the new public health order effectively bans regional trips.

Premier Gladys Berejiklian acknowledged the travel restrictions would affect the looming school holidays but said it was crucial the virus remained contained.

Government schools are due to start holidays on Friday, and many private schools have already broken up for term two.

"We apologise in advance that this impacts some people's ability to travel during the school holidays," Ms Berejiklian said.

She said people can travel for essential purpose such as visiting a sick relative, and urged people to use commonsense.

"Please abandon non-essential activities, please don't attend social gatherings unless you absolutely must," she said.

Social distancing rules tightened 

Wearing face masks was already mandatory for some activities like shopping and taking public transport. 

However, the rising number of infections has prompted the NSW government to tighten these further.

From 4:00pm, people in Greater Sydney, the Central Coast, the Blue Mountains as well as the LGAs of Wollongong and Shellharbour will be subjected to several new public heath orders.

• Visitors to households will be limited to 5 guests – including children
• Masks will be compulsory in all indoor non-residential settings, including workplaces, gyms and at organised outdoor events
• Drinking while standing at indoor venues will not be allowed
• Singing by audiences at indoor shows or by member of the congregation at indoor places of worship will not be allowed
• Dancing will not be allowed at indoor hospitality venues or nightclubs; however, dancing is allowed at weddings for the bridal party only (no more than 20 people)
• Dance and gym classes limited to 20 per class (masks must be worn
• The one person per four square metre rule will be re-introduced for all indoor and outdoor settings, including weddings and funerals
• Outdoor seated events will be limited to 50 per cent capacity
• Previous public transport capacity limits, represented by green dots, will be reintroduced

It's the first time that masks will be mandatory in offices, and gyms.

The Premier said tougher restrictions were needed because the strain of COVID-19 circulating in parts of Sydney, was more infectious.

“We want to ensure there is more widespread mask wearing. If you are in an indoor setting including a workplace, including Parliament House except if you are speaking, you should wear a mask," she said.

The Premier appealed for the community to follow the health advice to help authorities contain the outbreak.

“We don’t take these steps lightly and we never want to impose restrictions unless we absolutely have to,” she said.

NSW Health says the restrictions will be in place for one week and will then be reviewed.

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Overall, agencies materially complied with NSW Government travel policies.

However, the Auditor-General found some agencies:

• did not always book official travel through the approved supplier
• had weaknesses in their travel approval processes
• had travel policies that were inconsistent with the NSW Government policy
• did not adequately manage their travel records.   

Executive Summary

Last year the NSW Government spent almost $250 million on travel. The government’s travel policies aim to help agencies make better travel decisions and reduce costs. The Department of Finance, Services and Innovation (DFSI) is responsible for the government’s travel policy and manages the government contract with an approved private sector provider to procure travel services. This audit assessed how effective agency processes were to ensure compliance with:

• the ‘Policy on Official Travel within Australia and Overseas’ issued by the Department of Premier and Cabinet in Circular OFS-2014–07 ‘Official Travel in Australia and Overseas’ (the former policy)
• the ‘NSW Government Travel and Transport Policy’ issued by DFSI (the new policy), effective from 28 September 2016.

We examined 15 agencies from different NSW Government clusters with significant travel expenditure. For a list of participating agencies, refer to the Appendix two.

We found that overall, agencies materially complied with NSW Government travel policies. However, some agencies:

• had travel policies that were inconsistent with the government policy
• did not adequately manage their travel records.

Self-assessments indicate agencies comply with most aspects of the new policy. Agencies also believe more guidance from DFSI about certain aspects of the policy would increase compliance.

1. Findings from our audit of agency compliance with the former policy

Some agencies did not always book official travel through the approved supplier.

Seven participating agencies did not always use the government’s approved travel supplier. A further four agencies had not registered with, or booked any travel through the approved supplier.

Whole-of-government contracts leverage the government’s purchasing power and deliver better value for money. The success of these contracts depends on agency participation, hence agency compliance is essential.

Recommendation

DFSI should work with agencies and clusters to overcome impediments to agency participation and maximise savings.

Some agencies had control weaknesses in their travel approval processes

Eight participating agencies had weaknesses in their travel approval processes, including:

• official travel not approved by a delegated officer
• written approval obtained only after official travel was undertaken
• documentation deficiencies, making it impossible to ascertain whether approvals were obtained before or after the official travel was undertaken.

One agency did not require approvals where actual costs exceeded pre-approved expenses.

The government’s newly appointed provider’s service offering includes a travel tool that automatically records key information fields and approvals. Agencies should use this tool to enhance internal processes, avoid control weaknesses and better document their travel decisions.

NSW Health agencies maintain additional policies to deal with travel-related employee entitlements

NSW Health agencies’ policy frameworks offer special travel conditions to deal with certain Award entitlements. Award conditions are backed by legislation and can be difficult to change. If agencies determine departure from the government policy is unavoidable, approval should be sought from the minister responsible. Lack of alignment between agency and government policies reduces the effectiveness of whole of government contracting and policy making.

Recommendations

Agencies with policies that are inconsistent with government travel policy should address the points of difference, or obtain approval for policy departures from the relevant minister.

Most agency records management systems did not retain adequate travel documentation

Ten participating agencies could not provide evidence to support one or more aspects of travel by their public officials.

Agencies’ records management processes should ensure documentation is sought and retained to support the validity of options selected for public officials’ travel.

2. Findings from our survey of agency compliance with the new policy

The new policy has only been effective since 28 September 2016. We asked agencies to self assess their compliance with the recently issued government travel policy. When agencies indicated they were not complying, we asked them to provide reasons, including any difficulties they experienced complying with the new policy.

Self assessments show agencies believe they mostly comply with the new policy

Most agencies do not believe complying with the new policy reduces travel costs.

Over half of the participating agencies do not believe quotes obtained by the government’s approved supplier are always the cheapest available. Agencies reported the approved supplier was not always able to match or better quotes from other travel providers. Getting the best possible deal is important to agencies and motivates them to use whole of government procurement contracts.

DFSI should monitor agency use of, and seek feedback about government contracts and ensure compliance does not result in higher costs.

Agencies require clearer guidance on how they should manage airline loyalty schemes

In accordance with the new policy, two agencies allow public officials to manage their bookings using personal airline loyalty schemes. However, only one agency believes it has processes in place to ensure airline loyalty points accrued from official travel are not used for personal benefit and private travel. No agency reported having systems and processes that ensure public officials do not retain unused airline loyalty points accrued from official travel after they leave the sector. Recommendation

DFSI should set clearer expectations and guidance about the processes agencies can put in place to limit the personal benefits public officials might obtain through airline loyalty schemes.

Most agencies are transitioning to payment of actual travel expenses

Twelve participating agencies report having implemented, or being in the process of implementing payment of actual travel expenses rather than per diems to reduce agency travel costs. In some instances, conditions in workplace Awards and employee contracts impede progress. This is possibly the biggest single area where compliance with government policies will reduce travel costs. This will save costs, ease administration and more fairly record the travel related costs. Recommendation

Agencies should work towards reform of workplace arrangements to transition to travel entitlements based on an actual rather than per diem basis.

Agencies report having better travel management systems and information

All participating agencies reported having:

• implemented appropriate records management systems to comply with the new policy
• better tracking and reporting of public official’s travel
• appropriate controls over the booking of private travel by public officials where it is an adjunct to their official travel.

1. Introduction

1.1 nsw government travel policies.

The NSW Government travel policies that form the criteria for this audit are:

• Policy on Official Travel within Australia and Overseas’ issued by the Department of Premier and Cabinet in Circular OFS-2014–07 ‘Official Travel in Australia and Overseas’ (the former policy)
• ‘NSW Government Travel and Transport Policy’ issued by the Department of Finance, Services and Innovation (DFSI) (the new policy), which became effective from 28 September 2016.

The former policy covers all official air travel by public officials using public money. The new policy is broader than the former policy, and includes similar requirements for domestic and overseas air travel. It provides agencies with an overarching framework to base development of their own policies and guide their travel and transport decision making. NSW Government travel policies apply to all NSW Government departments, other public sector organisations and services reporting to a minister. State owned corporations (SOCs) and Public Trading Enterprises (PTEs) are encouraged to adopt these policies. ‘Official travel’ refers to where a NSW public sector agency, responsible to a minister, uses public monies to pay for the travel of a public official or any other person.

1.2 Benefits of Compliance

The key objectives of whole of government approaches to contracting are to:

• ensure agency spending achieves the best value for money outcomes for the State
• promote timely and effective implementation of government policy decisions and ensure agencies and public servants are responsive to the elected government
• deliver an expected volume of transactions to the approved supplier under their government contract. DFSI estimates savings would exceed $10.0 million per year if agencies consistently booked their official travel through the government’s approved supplier
• provide agencies with an overarching framework to base their own policies, guide travel decisions and avoid ‘re inventing the wheel’. Whole of government policies are designed to incorporate government values into agency cultures
• promote and maintain transparency in agency purchasing decisions and ensure official travel decisions are recorded, open and transparent, and stand up to scrutiny.

1.3 Scope of audit

The audit covered systems and processes at 15 agencies with significant travel expenditure, including DFSI, which is responsible for the administration of government travel policies and managing the contract with the approved supplier. Appendix two lists the participating agencies. Procedures were designed to conclude whether, in all material respects, agency processes for ensuring compliance with the NSW Government travel policies are effective.   Our procedures included:

• auditing agencies’ compliance with the former policy for the year ended 30 June 2016
• analysis of agency self assessments of their compliance with the new policy, which became effective from 28 September 2016
• enquiries and examination of evidence supplied by DFSI about their contract management of the approved supplier and their support of agencies.

The scope of this audit did not cover the following parties not subject to the government travel policies and whose audit is outside the mandate of the Auditor General:

• official travel by Ministers and their staff. The Ministers’ Office Handbook maintained by the Department of Premier and Cabinet guides their official travel decisions
• individuals or employees of organisations who provide services as contractors to a public sector organisation or service.

2. Findings from our audit of agency compliance with the former policy

2.1 some agencies did not always book official travel through the government's approved supplier.

Whole of government contracts leverage the government’s purchasing power and deliver better value for money. Success of these contracts depends on agency participation, hence agency compliance is essential. Section 1.1 of the former policy required agencies to book official travel through the NSW Government’s approved supplier under Contract 1008 Travel Management Services, a contract DFSI negotiated for use by all government agencies. We found seven participating agencies did not always use the government’s approved supplier to book official travel. We also found a further four Local Health Districts did not register with, or book any official travel through the government’s approved supplier. However, the Ministry of Health (the Ministry) advises all four Local Health Districts have now either transitioned or are in the process of transitioning to the government approved supplier. If agencies do not adopt the government policy and/or use other suppliers to book official travel:

• they may not achieve the best value for money because they do not take advantage of discounted air, accommodation and car hire rates
• whole of government procurement contracts fail to deliver planned savings to the NSW public sector as a whole and are less attractive to potential suppliers
• agency travel policies may not align with government policy decisions, nor reflect government values.

Use of the Government’s approved supplier

We sampled over 240 transactions across the 15 participating agencies. All sampled transactions at the two State owned corporations (SOCs) showed consistent use of the government’s approved supplier to book official travel. Eighty eight per cent of sampled transactions at the ten Departments we audited used the approved supplier. We found only 29 per cent of sampled transactions at the three other government bodies we audited used the approved supplier.   The graph below summarises the compliance rates of different agency types in our sample regarding the use of government’s approved supplier.

2.2 Some agencies had control weaknesses in their travel approval processes

We found issues in recording travel approvals at eight participating agencies. These included one or more of the following control deficiencies:

• official travel was not approved by a delegated officer
• written approval was obtained after official travel was undertaken. Sections 2.3.1 and 2.4.1 of the former policy required written approval prior to any official travel being undertaken both within Australia and internationally
• travel approval forms were not dated, making it impossible to ascertain whether approvals were obtained prior to official travel being undertaken.

In addition to the above, one agency did not obtain appropriate approvals where actual costs exceeded the pre approved expenses. Control deficiencies increase the risk of unauthorised travel by public officials and financial loss at agencies.   The following graph summarises the magnitude of each travel approval issue identified in our sample.

Lack of appropriate approval for travel was the most common internal control deficiency

Lack of appropriate approval by a delegated officer for a public officials’ travel was by far the most common deficiency. Control deficiencies were most likely to be found in Departments, which accounted for the nearly all of our findings relating to internal control deficiencies. We identified no internal control deficiencies in travel approval processes at SOCs, which as noted at 2.1, were also the most compliant participants in this audit.

2.3 NSW Health agencies maintain additional policies to deal with travel related employee entitlements

Nsw health agencies’ policy frameworks offer special travel conditions to deal with entitlements under the awards.

Lack of alignment between agency and government policies reduces the effectiveness of whole of government contracting and policy making. The Ministry of Health (the Ministry) maintains the following policies that deal with travel:

• PD2016_010 ‘Official Travel’ (Official Travel policy)
• PD2016_043 ‘Training, Education and Study Leave (TESL) for Staff Specialists’ (TESL policy).

NSW Health agencies must comply with the Ministry’s policy directives. The Ministry’s Official Travel policy is broadly consistent with the government travel policy. The Official Travel policy covers sponsored travel that is paid for directly by external parties, such as universities and pharmaceutical companies. The sponsored travel is undertaken while the public official is on duty. NSW Health agencies consider the funding for this travel is outside the definition of ‘public money’ and therefore beyond the scope of the government travel policy. The TESL policy departs from the government travel policy in respect of staff specialists’ travel for study and educational purposes. Staff specialists’ Award conditions at NSW Health agencies contain TESL allowances, which form a significant part of their package of employment conditions. These allowances can be used for TESL related travel. Award conditions are backed by legislation and can be difficult to change. If the Ministry determines departure from the government policy to accommodate the TESL arrangements is unavoidable, approval should be sought from the minister responsible. Departures increase the risk the government does not maximise the benefit from central policies and does not achieve the best value for money from its travel contracts. The TESL policy allows Staff Specialists at NSW Health agencies to:

• travel business class for domestic and overseas trips. Under the government travel policy, only CEOs, Senior Executive Service Officers, Statutory Officers, Senior Officers, Chairpersons of NSW Government boards and committees, and officials travelling with a minister or a government delegation may travel business class to Western Australia, the Northern Territory and overseas
• take private leave in conjunction with TESL related travel (e.g. conference attendance). Under the government travel policy, each public official taking private leave while on official overseas travel, or extending private trips for official purposes must apply in writing to the portfolio minister. Applications will be considered individually on their merits
• earn personal frequent flyer membership points on TESL related airfares, which are booked outside of Qantas or NSW Government travel contract. However, these points must be used for other TESL related purposes. The government travel policy also allows earning of frequent flyer membership points subject to approval of the relevant Secretary or delegate. Refer to section 3.3 for more details on airline loyalty schemes
• submit a written quote from an alternate travel agent to book travel if the government’s approved supplier is unable to price match the alternate travel agent’s quote, or fails to respond to the alternative quote within three business days. government travel policy requires agencies to book all domestic and overseas official travel through the government’s approved supplier.

2.4 Most agency records management systems did not retain adequate travel documentation

Ten participating agencies could not provide sufficient evidence to support various aspects of public officials’ travel, including whether:

• travel was appropriately approved before the travel was undertaken
• the purpose of official travel was for government business
• agencies selected the lowest logical fare and/or restrictive fare
• the class of travel used was appropriate and in accordance with requirements
• private leave was requested and approved as an adjunct to a public official’s overseas travel
• travel expense claims were valid and/or correct
• approval was granted for an exemption from using NSW Government’s approved supplier to book domestic travel.

Without a robust travel records management process, agencies may not meet community expectations in terms of transparency, accountability and value for money in their public officials’ travel arrangements. The main reasons agencies could not provide documentation for travel records include:

• agencies did not use the approved supplier’s booking tool, which automatically records required fields of information making record keeping more complete
• DFSI transitioned to the new approved supplier in March 2016. Travel records retained by the previous approved supplier were difficult to access and retrieve
• staffing changes at agencies
• decentralised travel booking processes and distributed databases.

3. Findings from our survey of agency compliance with the new policy

We asked the 15 participating agencies to complete a self assessment of the processes they have implemented to comply with the new policy. The key observations are summarised below.

3.1 Self assessments show agencies believe they mostly comply with the new policy

Nine participating agencies believe they have fully implemented processes to comply with the new policy. Five participating agencies have partially implemented processes to comply with the new policy. Only one agency has not implemented processes to ensure it complies.

Agencies self assessed as highly compliant with the new policy. The self assessment was a significant improvement over the results of our audit of their compliance with the former policy. More advanced online booking and reporting tools provided by the government’s new approved supplier may have contributed to the improved outcome.

The government’s new approved supplier is well utilised

All 15 participating agencies claimed they now use the new NSW Government’s approved supplier to book they official air travel. This represents a significant improvement compared to our audit of their compliance with the former policy and the use of the previous approved supplier’s services, where we found seven participating agencies did not always book official air travel through the government’s approved supplier (refer to 2.1).

3.2 Most agencies do not believe complying with the new policy reduces travel costs

Agencies report the approved supplier does not always get them the best deal.

Getting the best possible deal is important to agencies. Cheaper prices prove the case for whole of government procurement contracts. Agencies and public officials are motivated to comply where they are convinced the government’s approved supplier consistently provides them with the best deal. However, agencies report the approved supplier is not always able to match or better quotes from other travel providers. In particular, if agency staff are based overseas and need to travel domestically or internationally, it is cheaper to book travel from the country of origin rather than use the approved supplier. Travel costs represent a relatively small portion of individual agencies’ budgets. Some agencies do not believe compliance with the new policy will result in significant cost savings.

3.3 Agencies require clearer guidance on how they should manage airline loyalty schemes

Public officials manage their bookings to change seats and flights and pre order in flight catering using their personal loyalty scheme details. However, in doing so a personal benefit (in terms of loyalty points) may accrue to individuals. The government policy requires agencies to put in place processes to prevent public officials obtaining a benefit from travel undertaken in their private capacity.

Only two agencies permit the use of airline loyalty schemes

Thirteen participating agencies have not yet developed travel policies that allow public officials to accept loyalty or frequent flyer points in respect of official travel. Where public officials accrue airline loyalty points from their official travel, these points are to be used to pay for further official travel. Public officials must not use these points for personal travel or other personal benefits.

The approved supplier’s system allows the use of airline loyalty schemes, but has limited ability to track its use

The approved supplier’s system can only report on:

• travellers who have a membership number loaded into the approved supplier’s system, but not the actual membership numbers
• bookings made through the approved supplier utilising frequent flyer points
• when frequent flyer points are used to pay for business travel.

The approved supplier cannot report on frequent flyer points accrued or utilised for official travel. 

Agencies find setting policy for the use of airline loyalty schemes difficult

Only two participating agencies reported permitting the use of airline loyalty schemes. Only one agency believes it has processes in place to ensure airline loyalty points accrued from official travel are not used for personal travel or other personal benefits. This agency requires staff to maintain records of flights and points used, which are declared each year as part of the private interest declaration process. However, this agency also emphasised personal frequent flyer accounts are the private records of public officials. Frequent flyer membership is held in an individual’s name, and there is a direct relationship between the individual and the airline. DFSI’s Frequently Asked Questions for frequent flyer points and loyalty programs acknowledges business versus private frequent flyer point usage cannot be policed. It expects travellers will be honest in their declaration and use of points. Section 2.3.6.1 of the new policy requires public officials to sacrifice any points accrued from official travel when their employment is terminated or their appointment ends. No agency reports having systems and processes to deny terminated public officials the use of airline loyalty points accrued from their official travel.

Agencies believe the administrative burden of managing their public officials’ personal scheme points would outweigh the benefit. Some agencies questioned whether the use of airline loyalty scheme will result in any saving, given the amount of travel required to generate a free flight. The new policy permits public officials to accept loyalty or frequent flyer points from any airline in respect of official travel, with approval of the relevant Secretary or delegate. This was not allowed under the former policy and may relieve the compliance burden, but does not address concerns about accrual of personal benefit to public officials.

3.4 Agencies are transitioning to payment of actual travel expenses

Twelve agencies are implementing payment of actual travel expenses.

Agencies are encouraged to reimburse actual travel expenses rather than pay per diems, wherever possible. This will save costs, ease administration and more fairly record the travel related costs. Twelve participating agencies have implemented or are in the process of implementing internal policies to pay only actual travel expenses. For some agencies, including the Department of Education and Water NSW, per diem payments remain an entitlement under employee Awards. The process of changing Awards is difficult, but where implemented offers benefits including:

• lower accommodation cost the actual cost per night is usually less than the per diem entitlement
• GST benefits – agencies can claim input tax credits on a tax invoices, but not on a per diem payments
• more efficient process – submitting and processing public official’s travel expense claims is time consuming. Actual expenses can be paid through agencies’ accounts payable systems
• better duty of care – agencies can use travel itineraries to quickly locate their public officials in emergencies. This allows agencies to better attend to public officials’ needs and discharge their duty of care
• more extensive travel reporting – agencies can now provide full transparency by reporting total actual travel costs.

3.5 Agencies report having better travel management systems and information

Agencies report having processes to manage their travel records.

All participating agencies believe they now have systems and processes in place to ensure they properly obtain and retain supporting documentation for all travel expenses in accordance with the requirements of the new policy. This represents a significant improvement compared to our audit of agencies’ compliance with the former policy, where we identified issues with travel records management in more than half of participating agencies (refer to 2.4).

Agencies report they are collecting and receiving better travel data

All participating agencies have systems and processes in place or are implementing processes to collect appropriate travel data which allows ongoing analysis of whether:

• travel expenditure is being managed appropriately
• travel decisions meet the strategic needs of the agency.

The approved supplier provides a Strategic Travel Management Review, which it reports to agencies on quarterly basis. This report includes useful information, such as total savings on airfares, lost savings, average hotel spending and top ten travellers by expenditure. It allows agencies to analyse their travel expenses and make better travel decisions. Agencies can also run a suite of the approved supplier’s standard reports to meet their data analysis needs.

Agencies report they have processes to manage private travel as an adjunct to official travel

More than half of the selected agencies allow private travel as an adjunct to official travel. Only three agencies use government’s approved supplier to book private travel. These agencies believe they have systems and processes to manage private travel booked through the approved supplier and ensure that:

• NSW Government rates offered by the approved supplier are not applied to private travel
• private travel is paid for separately at the time of booking from the public official’s private funds
• the private booking is made at the same time as the booking for official travel
• a government issued credit card or other account is not used in any circumstances.

Appendix one - Responses from agencies

Appendix two - List of selected agencies

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Your COVID update - 3 December 2021

Welcome to your COVID-19 update. In this edition, learn about the new international passenger requirements in response to the Omicron variant, explore the Multicultural Community Wellbeing Campaign and take part in free webinars and learning opportunities..

International passenger requirements in response to Omicron variant

Multicultural mental health strategies and supports during covid-19, bronco’s covid-19 experience at st george hospital, healthcare workers first to get booster dose, covid-safe christmas and new year’s festivities with colleagues, tik-toking into 2022, covid-19 in children and adolescents webinar, celebrating international day of people with disability, healthstats nsw has relaunched, from the critical intelligence unit, quick links.

All international passengers who have recently landed in NSW – and their household contacts – should read  NSW Health information  and understand the  rules for international travel  to and from NSW.

From 12am on 28 November, all fully vaccinated international passengers arriving in NSW who have been in an overseas country, but not a country of concern, must:

• Get a COVID-19 PCR (nose and throat) test no later than 24 hours after arrival in NSW
• Travel by the most practicable direct route to their residence, or other suitable place in NSW or interstate where they intend to self-isolate.
• Self-isolate for 72 hours and receive a negative COVID-19 test result
• Follow the  rules for people who are fully vaccinated . 

All passengers arriving in NSW who have been in  countries of concern  in the 14-day period before their arrival must enter hotel quarantine for 14 days, irrespective of their vaccination status. 

Anyone who has already arrived in NSW and has been in these countries within the past 14 days must immediately get a COVID-19 PCR (nose and throat swab) test and self-isolate for 14 days. They must contact NSW Health on  1800 943 553 . 

All unvaccinated passengers from any overseas country will continue to enter hotel quarantine and must follow the  rules for people who are not fully vaccinated  arriving in NSW from overseas. 

More information is available: International travel to and from NSW

The Multicultural Community Wellbeing Campaign engages with young people from culturally and linguistically diverse backgrounds (CALD) to creatively design and promote key messages to help increase meaningful conversations between young people and their family, friends and community networks around mental health strategies and supports. The Multicultural Community Wellbeing Campaign is a project by NSW Multicultural Health Communication Service (MHCS) in partnership with the NSW Primary Health Networks, Special Broadcasting Service (SBS) and Settlement Services International Inc. (SSI).

Some talented youth have put together video testimonials showcasing their mental health and wellbeing journey during the pandemic.

Youth wellbeing

Through online co-design workshops, facilitated by MHCS with SSI Youth Collective, young people collaborated closely with each other to coproduce videos with meaningful personal messages for their families, friends and communities.

Their stories aim to encourage other young people from CALD communities to have meaningful conversations with family, friends and community networks around mental health support services.

As Bronco completed 20 laps of his local pool, it might seem hard to believe he was in hospital six days previously with COVID-19.

Branomir Pavlovic, known as Bronco, puts his remarkable recovery down to the fact he'd received one dose of a COVID-19 vaccination and the anti-viral medication he received while at St George Hospital.

"I wasn't interested in getting the vaccine originally, but knew I needed it to keep working so I went to get the shot. Now I'm very glad I did," Bronco said.

He was due for this second dose the day after he was diagnosed with COVID-19.

Bronco developed chills, a sore throat and a mild cough but was grateful COVID-19 didn't hit him harder, especially since he is currently undergoing treatment for stage 4 lung cancer.

As a chemotherapy patient, Bronco was instructed to present to hospital if he developed a high temperature, so he assumed it was a side effect of his cancer treatment when his temperature climbed above 38 degrees. He had no idea he was infected with COVID-19.

"I was a bit worried but I wasn't overly panicked. I'm a person who handles adversity pretty well and take things for what they are, not what they could be," Bronco said.

Thanks to the care he received while at St George Hospital, Bronco made a quick recovery. He was discharged after nine nights in hospital and his condition was monitored at home by the St George Hospital COVID-19 Telehealth Assessment Clinic (CTAC) team until he was cleared of COVID-19.

"I was given a monitor to take home that sits on your finger to check your oxygen levels and heart rate. The CTAC team called me every day to ask how I was feeling, record my stats and check if I was developing any new symptoms. I was lucky as my condition was fairly stable."

"It was great to be able to complete my isolation at home. Knowing the CTAC team were monitoring me made me feel reassured that I was in good hands."

The day after he was cleared of COVID-19 and de-isolated, he woke at dawn and swam a kilometre.

"I usually swim 1.5kms four to five times a week and wasn't sure how I'd go the first day back, but I was fine."

Bronco has no idea where he contracted the virus, and noted that all of the people close to him who had received two doses of a COVID-19 vaccine tested negative.

"It's clear to me that the vaccine works and there is definitely protection from being double vaccinated. Now I encourage everyone to get the two shots."

Infectious Diseases Specialist, Dr Niladri Ghosh, was first in line to receive his booster shot of Pfizer at the Mass Vaccination Centre in Wollongong earlier this month.

Working at Wollongong Hospital, Dr Ghosh has personally witnessed the effects of COVID-19 on  patients. So, when booster doses were announced, he jumped at the opportunity to further increase his protection against the virus.

Dr Ghosh has been involved with the COVID-19 response since the very start of the pandemic and has been an ongoing advocate for the vaccine, encouraging people to come forward for vaccination.

"I chose to have the booster dose to enhance my immune response, as the evidence suggests that immunity to COVID-19 wanes over time.

"As a frontline healthcare worker looking after patients with COVID-19, the booster dose not only protects me, it also protects my patients, my family, and the wider community," he said.

Booster doses of Pfizer are available to people aged 18 years and older, six months after their second dose from NSW Health vaccination clinics, GPs, Pharmacies and Aboriginal Medical Services. Book your booster

As workplace end-of-year festivities near, it's important to make sure your celebrations are COVID-safe.

NSW Chief Health Officer Dr Kerry Chant said teams should look to stagger work Christmas and New Year celebrations, opt for smaller events and remember to continue COVID-19 hygiene practices.

"It's important to be inclusive with events and consider staff who might not feel comfortable visiting venues with high numbers of patrons. As always, outdoor gatherings are preferable, and masks are required in most indoor premises except when eating or drinking," Dr Chant said.

"Teams should also consider the potential for COVID-19 infection to impact on our ability to provide care and services, particularly where critical staff are socialising at the same time."

If you have any COVID-19 symptoms, however mild, it's important to come forward for testing, and avoid festivities until a negative result is received.

We're on the hunt for our 2022 TikTok stars!

Our social channels have gone gang-busters and we need to give the people what they want.

Got a secret talent for dancing on camera or want to give 'fun science' a shot?

Hit us up at [email protected]

Hosted by the National Centre for Immunisation Research and Surveillance, this final webinar for 2021 will focus on COVID-19 in children and adolescents with an update on:

• Vaccine recommendations and safety in children and adolescents
• The latest data on transmission in schools in Australia including the experience in NSW since the return to face-to-face learning
• Outcomes in children with COVID-19 and long-term follow-up

Webinar: COVID-19 in children and adolescents - vaccines, transmission at school and disease outcomes

Wednesday, 8 December 2021

12.00 – 1.30pm  AEDT

Register: Webinar Registration (Zoom)

Today, 3 December, we celebrate International Day of People with Disability.

This year's theme is "Leadership and participation of persons with disabilities toward an inclusive, accessible and sustainable post-COVID-19 world."

International Day of People with Disability is an opportunity to consider how to make a positive contribution to the lives of Australians with disability. Around one in six people in Australia – about 4.4 million people – live with disability.

The United Nations observed day promotes public awareness and understanding as well as equitable opportunities for people with disability.

NSW Health is committed to providing high-quality health services that meet everyone's needs appropriately, and without bias.

Further information

If you are interested in how NSW Health supports people with disability through our polices and services, please contact the Disability and Youth Paediatric Health Team. To find out more on how we support our workforce to be more accessible and inclusive, please contact your local HR or Disability Team.

Read more on NSW Health's disability inclusion action planning, service provision and policies or visit My Health Learning to find the below courses:

• Let's Talk Disability ( 67951622 )
• Intellectual Disability Resources
• The Interviewer: ( 117938423 )
• Employment: People With Disability ( 214564254 )
• Be My Brother ( 117928307 )
• Introduction to Disability and Accessibility ( 338035490 )
• Community and Inclusion ( 129461147 )
• Supporting Workers with Disabilities ( 366640929 )

Event information

Public Service Commission – DEN Connect – Friday 3 December, 11:30am-12:30pm

Register now

Leadership and participation of persons with disabilities towards an inclusive, accessible, and sustainable post-COVID world

Speakers: Kathrina Lo, Commissioner, NSW Public Service Commission, and Kiersten Fishburn, Secretary of the Department of Planning, Industry and Environment

The new HealthStats NSW is here, giving you population health data at your fingertips.

HealthStats NSW is your go-to public website bringing together data from many sources to produce statistical information about the health of the NSW population.

Users can view and download data and select indicators to produce tailored reports that provide insights into a wide range of health determinants and outcomes.

The website has undergone major enhancements to add additional functionality.  It has a modern look and feel, is easier to navigate, has better visualisations and improved reports.

The refreshed website provides you with access to:

• Powerful tools to combine and filter data and graphics: Explore multiple health topics, sources, and demographics with powerful analysis and visualisation tools
• Ready-to-use statistics and insights: Accelerate monitoring, planning and policy activities with readily accessible population health statistics and analysis.
• Custom reports and data exports: Download what you need in the format you want with flexible and customisable export tools.

If you can't find the data you need on HealthStatsNSW, contact Analytics Assist .

For more information, visit the Healthstats NSW website

The Critical Intelligence Unit COVID-19 Monitor provides a snapshot of topical information and graphs – generally drawn from international and national sources. This week the Monitor provides updated data on COVID-19 cases, variants, vaccines, hospitalisations and deaths.

In the past week, the Critical Intelligence Unit (CIU) Daily Digest has included a range of new articles.

• Immunomodulation and thromboembolic risk, BMJ series on COVID-19 preparedness, response and future implications, COVID trends in children
• Prevention strategy, fungal infections, WHO updates on Omicron
• Sustainable futures after COVID-19, effectiveness of Comirnaty and Vaxzevria against household transmission, Omicron variant of concern

The Daily Digest is available via the Agency for Clinical Innovation (ACI) website. To receive the Digest each morning, sign-up by emailing Critical Intelligence Unit. 

The Critical Intelligence Unit continues to provide:

• Living evidence tables capturing emerging evidence on vaccines, variants of concern, transmission, post-acute sequelae, surgery, rapid testing and risk mitigation strategies.
• An integrated dashboard to support risk monitoring in healthcare settings
• A COVID-19 monitor providing a snapshot of topical data and graphs
• COVID-19 numbers in NSW
• COVID-19 cases and tests by LHD
• Sewage Surveillance Program
• NSW Government - COVID-19
• Australian Government - COVID-19
• Past editions of the COVID-19 Update

We hope you stay well and continue to follow the rules and restrictions that apply to where you live and work.

The COVID-19 Update is sent directly to all employees across the health system to keep you informed of important clinical, workforce and government updates.  Email story ideas, suggestions or feedback .

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NSW COVID-19 travel information

COVID-19 guidance for travelling to and from NSW.

Travelling to and from NSW

Travellers arriving in NSW are not required to test for COVID-19 before departure or after arrival.

Masks are not mandatory in airports, cruise terminals or on public transport in NSW.

Trending topics

• NSW Transport info
• Translating and Interpreting Service (TIS National)
• Staying healthy on a cruise

COVID-19 information for travellers

Entering and leaving australia – things to check before you book your travel, find out if you're at higher risk of severe illness before you travel, getting a covid-19 test if required for international travel clearance, translation services for covid-19 information, covid-19 information for international arrivals, cruising and covid-19, apps for travelling in nsw.

Opal Travel

Opal Travel is the official app for managing your travel across the Opal network in Sydney and greater New South Wales. Use the app to add value to your Opal card remotely, enable auto top-ups, view your travel history and access other useful public transport information.

Live Traffic NSW

Shows incidents and conditions on NSW roads.

Service NSW

Stay up to date with the latest NSW Government information. Access COVID-19 updates, digital licences, renew your rego and check fines and demerits.

Easy Read and translated resources

Easy read information on covid-19, in-language and translated covid-19 support, contact us and find translation help.

• Service NSW – information and advice for NSW residents and businesses. Phone  13 77 88
• Healthdirect – government-funded 24-hour health advice. Phone 1800 022 222
• Disability Gateway – information for people with disability. Phone 1800 643 787
• Mental health support, services and programs
• Service NSW Savings Finder – find rebates and vouchers relevant to you
• Business Concierge – tailored advice from Business Connect advisors. Phone 13 77 88
• Translating and Interpreting Service (TIS National) – free service provided by the Australian Government. Phone 13 14 50

© Department of Finance This content is only accurate as at the date of printing or download. Refer to Home | Department of Finance to ensure you are viewing the latest version.

Domestic Travel Policy (RMG 404)

This guide applies to officials of

Use of the best fare of the day

This guide sets out requirements for achieving value for money when selecting, booking and approving official domestic air travel.

Related resources including other guidance, links, publications, glossary terms and relevant legislation are located in the  right hand menu .

For any queries, please contact us at [email protected] .

When undertaking official domestic air travel, officials must select the Lowest Practical Fare (LPF), which is the lowest fare available at the time the travel is booked on a regular service (not a charter flight), that suits the practical business needs of the traveller.

Key considerations

Value for Money

To maximise value for money overarching consideration should be given when booking flights for domestic air travel. Value for money requires the use of Commonwealth resources in an efficient, effective, economical and ethical manner that is consistent with the policies of the Commonwealth and is reinforced through competitive decision making. 

Accordingly, when booking travel, officials must make decisions based on an impartial consideration of the fares available and not on a personal preference for a particular airline or aircraft type, access to airline lounges or accumulating airline reward and loyalty points (including status credits).  

Necessity of Travel 

Air travel must only be undertaken where other communication tools, such as teleconferencing and videoconferencing, are ineffective. In approving travel, the delegate (the official approving domestic air travel) must be satisfied that there is a demonstrated business need for the travel.  

Officials must act in accordance with the internal travel policies of their entity and with the Australian Public Service Code of Conduct. This includes acting reasonably in scheduling meetings or other events for which travel is considered necessary (for example, minimising unnecessary travel time).  

Applying the Lowest Practical Fare policy

Officials must make 2 key decisions when selecting a fare for travel:

• All air travel must be the lowest practical fare in economy class unless there is a business case or entitlement to travel business class. If the relevant delegate approves business class travel where there is no entitlement, the reasons for travel in that class must be documented in each instance.
• Where there is a high degree of certainty for required arrival or departure times, officials must assess all fares and consider restricted fare types. Where there is a possibility that a scheduled meeting will not proceed, or there is uncertainty around the time that a scheduled meeting may conclude, officials must consider whether the additional cost of flexible fares outweighs the cost of possible changes or cancellation fees.

Officials are encouraged to compare fare classes and types across airlines servicing the particular route required. Each leg (outbound and inbound) is to be considered separately.  

Booking considerations

Unused credits 

Where airfare credits exist, these need to be used for subsequent travel bookings to help reduce the fare cost where possible.  

Lounge memberships 

The ability to access an airline lounge is not to be considered in applying the LPF policy.  

Reward and loyalty points (including status credits) 

Implementation of the WoAG Travel Arrangements on 1 July 2010 ceased the accrual of reward and loyalty points (such as frequent flyer points); this requirement continues, and status credits may still be accrued. Where officials have retained previously accrued reward and loyalty points, these are to be used to reduce the cost of future flights required for official travel. It is Government policy that such points, where awarded for official travel, are not to be used for private purposes or to upgrade the class of official air travel.  

Personal Travel 

The WoAG Travel Arrangements must not be used for stand-alone personal or leisure travel. Where personal or leisure travel is attached to official travel, officials are to refer to their entity’s internal controls for the requirements that apply.  

Monitoring compliance

Officials must manage compliance with this LPF policy in accordance with their entity’s internal processes.

To assist entity officials in internal reporting against the LPF policy, the Travel Management Company (TMC) contracted under the WoAG Travel Arrangements uses a 1 hour ‘time window’ to monitor whether the lowest practical fare has been selected, and assess potential missed savings. This reporting is available to entities through the TMC.

For outbound flights, the window commences 1 hour prior to the booked flight time.

For example, an official based in Canberra is required to attend a meeting in Sydney at 10.30am. The official books a flight at 8.50am. The 1 hour window the TMC uses to compare flights starts at 7.50am and ends at 8.50am.

Therefore, if the flight to Sydney at 8.50am on airline A cost $200 and a flight to Sydney at 8.30am on airline B cost $150, the lowest practical fare is on airline B at 8.30am and the TMC will report missed savings of $50 to the official’s entity.

For example, an official returning to Canberra after a meeting in Sydney that is scheduled to conclude at 2.00pm. The official determines that the earliest possible departure time is 3.30pm and books a flight at 3.40pm. The 1 hour window the TMC uses to compare flights starts at 3.40pm and ends at 4.40pm.

Therefore, if the flight to Canberra at 3.40pm on airline A cost $200 and a flight to Canberra at 4.10pm on airline B cost $150, the lowest practical fare is on airline B at 4.10pm and the TMC will report missed savings of $50 to the official’s entity.

Lowest Practical Fare Booking Codes

When booking official domestic air travel, officials must identify the reason a fare is selected using the LPF Booking Codes in   the table below. LPF Booking Codes 1 to 6 are compliant with the LPF policy.

The LPF Booking Codes

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• Travel guidelines Staff only
• Travel (EDConnect website) Staff only

Travel on Official Business

Changes since previous update.

Changes since previous version

2023 Dec 05 - updated policy statement to include travel safety advice., including specific advice for LGBTQIA+ staff.

Document history

2022 Aug 08 - updated contact details in policy statement.

2022 Jul 25 - updated the policy statement to clarify policy requirements (sections 1.4 and 1.5) and comply with policy template (sections 4 and 5). Updated contact details and titles. Changed the name of the implementation web page link from 'Travel on official business guidelines' to 'Travel (EDConnect website)'.

2021 Feb 23 - Policy maintenance, which may include but not limited to, updated contact details, business unit or position titles, typographical, text and style changes and repairing hyperlinks.

2019 Jul - updates to address SAP HR/Payroll requirements, using NSW Government Travel Management Services (Not applicable to school excursions), and to encourage the use of Purchasing Cards as the main method of payment for other travel related expenses.

2018 Apr 23 - removed 'Staff only' marker and outdated references, minor text edits.

Superseded documents

2018 Nov 02 - Business Services - Travel guidelines and the 2017 Travel On Official Business Travel Guidelines document replaced by EDConnect Travel guidelines.

2018 Sept 11 - Business Services - Travel on official business procedures replaced by EDConnect Travel page.

• Spending on travel on official business must be sustainable, transparent and achieve value for money. The department requires staff to obtain appropriate approval and authorisation for any official travel using public money, prior to using any mode of transport and incurring any travel expense. Obtaining prior approval to undertake departmental travel provides better control of the travel arrangements, improves planning and coordination, establishes limits for expenditure and assists in budget management.
• In considering a request to travel, approving officers should ensure that travel is necessary and that the business activity could not be conducted by other means utilising available technology and innovative approaches to working. Where it is established that travel is required, approving officers are to ensure that the minimum number of staff are involved.
• Where it is necessary for staff to undertake travel, the most economical and practical form of transport should be chosen. Staff should in the first instance consider travelling by public transport. If public transport is unavailable or unsuitable, then a departmental vehicle should be used. If a departmental vehicle is not available then either taxi, rental car, ride sharing or private vehicle could be used depending on the cost effectiveness and suitability.
• Staff in corporate locations are required to make all domestic and international travel arrangements for flights, accommodation and rental vehicle services through the NSW government travel management contractor. Staff in schools travelling on official business must use the travel management contractor for international travel valued at over $10,000. Schools are encouraged to also use the travel management contractor for domestic travel under $10,000 as an alternative to local arrangements in accordance with the Travel Guidelines. Prior travel arrangements under the local schools local decisions reform is currently under review. Schools may continue to purchase flights, accommodation and rental vehicles from their preferred non-contract provider up to $10,000 but purchases need to be made in line with the Approaching the market guide .
• The SAP Travel Request or Blanket Authority to Travel (BATT) Request is to be completed by staff and approved by an authorised delegate prior to travel being undertaken. This approval will constitute the master record that governs all travel arrangements for the journey(s) to which it applies. Delegates should ensure that all relevant details and cost estimates are provided on the travel request or BATT. When creating a BATT, staff are also encouraged to separately email their principal, director or manager the BATT's travel and expense details. This should include the reason for travel, locations, estimated costs and accommodation, flight and vehicle requirements.
• The department will elect to pay for actual costs associated with travel on official business, utilising contracted supplier arrangements and Purchasing Cards as standard practice, minimising staff reimbursements for out-of-pocket expenses. Payment of travel related expenses and allowances to staff must be in accordance with rates and conditions approved under the relevant industrial instrument. Changes to rates and conditions are published on the department's Travel web page and NSW Treasury's website .
• All the staff of the Department of Education and all department operations in respect of travel on official business. This policy does not apply to school excursions or other events where staff are accompanying and supervising students that have separate approval processes in place. The department's Excursions policy and procedures outline requirements for excursions.
• All activities must be conducted in an ethical and transparent manner and comply with the department's Code of Conduct . It is expected that officers who accept responsibility for the management of any part of the department's budget will ensure that internal controls over the receipt and expenditure of public moneys are in place, operate effectively and provide adequate safeguards against corruption, maladministration and serious and substantial waste of public money. They are also required to ensure their conduct and that of their staff meets the highest probity standards.
• This policy should be read in conjunction with the Travel guidelines and all related information as detailed.
• ensure their travel requests and any travel expense claims associated with those requests, comply with this policy and with the current version of the Travel guidelines
• refer to Smart Traveller for advice on travel safety, including specific advice for LGBTQIA+ staff in section 7.7 of the Travel Guidelines.
• ensure they seek the approval of an authorised delegate prior to proceeding on departmental travel
• where any variation to the itinerary or cost of trip occurs, ensure that the original approving officer endorses the change
• report the cancellation of a trip immediately to the approving officer
• where travel is undertaken and staff are claiming actual expenses or using PCards to meet costs, provide receipts for the costs incurred
• submit travel expense claims within one month of completion of travel.
• Departmental delegations have been designed to support the travel policy. These authorities are derived from the relevant Acts or industrial awards and agreements and, where appropriate, can be sub-delegated to serve the functional needs of the department.
• In approving an application to travel, delegates must ensure that the costs do not exceed their financial delegation and that sufficient funds are available. Delegated officers are not permitted to approve their own travel.
• the travel and any travel expense claims associated with it comply with this policy and with the current version of the Travel guidelines
• they are satisfied as to the actual details of the journey
• variations to the original travel request have been approved
• the payment is supported by an authority to travel
• travel complied with the purpose of the authority
• amounts claimed are in accordance with actual costs incurred or approved rates/allowances.
• valid tax invoices/receipts are provided
• other supporting documents relate to the journey
• amounts claimed are reasonable.
• Approving officers must undertake a rigorous approach to the examination, questioning and, if necessary, rejection of claims made.
• The department is required to report on overseas travel as part of its annual reporting requirements. Business Services and Enablement coordinates the collation of relevant information for the annual report.
• Records relating to travel, such as approvals, bookings and expense claims are to be retained in relevant systems by schools and business units to provide transparent reporting of use of public monies, compliance with the Australian Taxation Office documentation requirements and internal and external audit purposes.
• The Director, Shared Services Business Services and Enablement monitors the implementation of this policy, regularly reviews its contents to ensure relevance and accuracy, and updates it as needed.
• Contact Director, Shared Services Business Services and Enablement Enquiries to EDConnect on 1300 32 32 32 or log an online query .

Travel Management Services Contract

• LIST OF SUPPLIERS

What's covered

The mandatory, whole-of-government Travel Management Services Contract covers bookings for:

• air travel (both domestic and international)
• accommodation
• group travel (more than 10 travellers)
• visa services.

It also covers support for:

• emergency travel
• travel-related training.

What's not covered

Items not covered by this contract include:

• travel insurance
• short-term vehicle rental
• virtual travel card
• telematics.

Check the box below for more details on each of these.

Travel insurance is excluded from this contract. Go to the  Insurance for NSW website for details.

Short-term rental of motor vehicles is covered by the Short-Term Rental of Motor Vehicles Contract .

Telematics technology is available for NSW Government fleet vehicles via the ICT Services Scheme . Find out more about telematics using our guidance page for telematics , or read the telematics policy in appendix 2 of the Travel and Transport Policy .

What you need to know

The Travel Management Services Contract is a mandatory, whole-of-government contract that provides access to more than 1,000 accommodation providers, plus discounted domestic and international airfares.

All travel management services are available via our appointed travel management company (TMC). You can find their details on the 'List of suppliers' tab on this page.

For detailed information about the contract, including service level obligations, click on the headings below or select Expand all.

Our contracted travel management company (TMC) must meet service level obligations for response times when it comes to customer service queries and requests.

Phone response times for all customer calls

• answering customer calls: 95% of customer calls will be answered within 20 seconds
• call back: 100% of callbacks will occur within 1 hour of a customer call
• on hold: customers who call will be on hold for no more than 3 minutes.

Email response times for travel quotes, itineraries, and reservations

Our contracted TMC will confirm all travel quotes, itineraries, and reservations by email.

Confirmation times are listed below:

• online bookings: immediate
• domestic bookings: within 2 hours
• international bookings (4 segments or less): within 6 hours
• international bookings (more than 4 segments): within 24 hours
• emergency bookings (including urgent group bookings): within 1 hour

24-hour emergency service

• answering: 100% of customer calls will be answered within 20 seconds
• resolution: 100% of customer calls will be resolved within 1 hour.

Note: out-of-hours calls are for emergencies only.

There are additional fees for contacting our TMC outside of business hours. We encourage you to make your bookings and queries during business hours wherever possible.

Our contracted travel management company (TMC) must meet service level obligations for responding to requests for travel and refunds.

For domestic travel, the TMC will:

• provide 1 to 2 itinerary options
• within a 20-minute window of the requested travel time (that is, the time you requested to travel).

For international travel, the TMC will:

• provide 3 itinerary options
• within a 4-hour window of the requested travel time (that is, the time you requested to travel).

For refund applications, the TMC will:

• action all refund applications within 24 hours of the time they received the request.

Our contracted travel management company (TMC) must meet service level obligations for profile and account management.

For new profile requests (single profiles only), the TMC will:

• create new (single) profiles within 30 minutes of the time they receive the request.

For account changes and closures, the TMC will:

• action all account changes and closures within 30 working days of the date they receive the request.

Note that changes and closures include:

• adding or updating an ABN
• changing the account hierarchy
• cancelling or closing the account.

As per the service level obligations, our contracted travel management company (TMC) must collate all data and make it available to customers by the 6th day of each month for the previous month or quarter.

For more about price matching, holding flights and lounge membership, visit the Travel category page.

The online booking system is available to all NSW Government agencies via the contracted travel management company's (TMC) online hub.  You can find the link on the List of suppliers tab on this page.

If you don't have an online account, or you don't know your login details, contact your cluster representative. You can also contact the NSW Procurement Service Centre using our details on this page.

The online booking system provides a single view of all your travel arrangements and lets you change or cancel your bookings.

The system will automatically send regular reports on your transaction data, so you can reconcile your travel expenses. Importantly, it also identifies non-compliance with NSW Government travel policies.

Read more about the NSW Government Travel and Transport Policy .

Who to contact

For assistance or more information, please contact your cluster representative. You can also contact the travel management company.

If you're unsure how to start with travel management, contact the team in NSW Procurement via the contact details on this page.

Approved supplier

There is one travel management company (TMC) for the whole of government.

The supplier is Australian OpCo Pty Ltd (ABN 20 003 279 534), trading as FCM Travel Solutions.

For any other queries, contact the team in NSW Procurement via the contact details at the top of this page.

Who's eligible to buy

The travel management contract is a mandatory, whole-of-government agreement.

This means all NSW Government agencies are eligible to use – and must use – this contract to order and manage travel services.

Public bodies can purchase from this contract under Clause 6 of the Public Works and Procurement Regulation 2019 .

If you're unsure whether your agency is eligible, or you need more information about applying for eligibility, visit the eligible non-agency buyers page for more information and to check the lists of eligible buyers.

For more assistance or information, please contact your cluster representative or the NSW Procurement Service Centre.

How to buy: step by step

The travel management services contract makes it easy to book travel or obtain travel quotes using our contracted travel management company (TMC).

Book travel online

Online travel bookings are available via the FCM Hub using the following 3 easy steps:

• make sure your agency has an online account with login details
• visit the log in page on the FCM website and select the services or quote you need
• understand the service level obligations (on the Scope tab on this page) before you complete your booking or request.

If you don't know your online account details, contact your cluster representative or the NSW Procurement Service Centre.

Book travel by phone or email

You can also book travel or obtain travel quotes via email or telephone:

Monday to Friday 8 am to 6 pm AEST

1800 823 464 (toll free) 02 8974 0859 [email protected]

To book travel or request a quote:

• familiarise yourself with the service level obligations outlined in the Scope tab on this page before you request a quote or booking.
• use the contact details above to speak with or email an FCM representative.

Note: Emergency travel bookings are available outside business hours, but attract extra fees. We recommend making your bookings within business hours.

If you need more information about booking travel, check the Travel category page on this site.

For more information or advice, contact your cluster representative or the NSW Procurement Service Centre via our details on this site.

How to manage complaints

The Travel Management Services Contract includes specific provisions for complaint management.

In the event of a complaint, the supplier has agreed:

• all complaints will be acknowledged within 24 hours of receipt
• the supplier must endeavour to resolve the complaint within 24 hours of receipt
• if the complaint is not resolved within this period, a resolution plan will be agreed.

We have guidance to help buyers and suppliers manage complaints and disputes:

• complaint management for buyers and supplier relationship management
• complaint management for suppliers and  supplier obligations .

Resources available in the travel category

You can find more information and resources (including information about insurance and finance) in the Travel category page on this site.

Training available for NSW Government staff

NSW Government staff can access training on FCM online booking tool, reporting tool, and services. For access, please contact FCM.

Related contracts and schemes

Short-Term Rental of Motor Vehicles Contract Mandatory whole-of-government covering the supply of passenger and commercial rental cars on an Australia-wide and international basis.

Buying and selling telematics Guidance page for fleet telematics, which can help improve safety and efficiency by collecting vehicle usage data and improving driver behaviour.

Related policy and guidelines

NSW Government Travel and Transport Policy A whole-of-government framework for official travel and transport by public officials using public money.

C2022-08-Meal, travelling and other allowances Meals, travelling and various expense and work-related allowances in the Crown Employees (Public Service Conditions of Employment) Reviewed Award 2009.

NSW Government Fleet Telematics Policy Appendix 2 of the NSW Government Travel and Transport Policy outlines the fleet telematics policy for NSW Government vehicles.

For more information on travel management services, contact the team at NSW Procurement using the contact details at the top of this page.