How to buy

Date: 3 Jun 2020 - 9 Jul 2020
Updated: 9 Jul 2020
Managed:
Type: Whole of government

How to buy

Please email CPA@customerservice.nsw.gov.au to request a copy of the product and service menu and price list. Access to this information is available under a non-disclosure agreement (NDA).

Number of quotes

The CPAs do not preclude NSW Government agencies from exercising due diligence when procuring services.

Unaccredited agencies may need to get multiple quotes as per Board Direction PBD-2019-04.

Accredited agencies must follow their own procurement processes.

Custom service levels

Buyers can try to negotiate custom service levels as agency-specific requirements.

However, CSPs are not obligated to supply custom service levels. If they do agree, it may be subject to extra fees and charges.

How to place an order

Orders are placed against customer contracts. Each agency is responsible for managing their own customer contract.

The ordering process is different for each CSP as defined in their contract. Generally, orders are placed is either via order forms or a CSP’s portal.

Feedback on supplier performance

The CPA has a supplier performance management process that monitors compliance and service levels.

If you have feedback about supplier performance, please email CPA@customerservice.nsw.gov.au

How to manage complaints and disputes

If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.

Buyers: check our complaint management guidelines online.

Suppliers: make your complaint to the agency customer service representative or procurement area agent. If you can't reach resolution, you can escalate your complaint internally to someone more senior in the agency, or directly to the agency head.

If the dispute cannot be resolved by mutual agreement of both parties, you can escalate the complaint to NSW Procurement.

Contact NSW Procurement via our details on this site if you need more advice.