About the NSW Rural Assistance Authority
The New South Wales Rural Assistance Authority (“RAA”) is established by the Rural Assistance Act 1989 (NSW).The RAA is a statutory body under the Public Finance and Audit Act 1983 (NSW) and the Chief Executive is a statutory senior executive under the Government Sector Employment Act 2013 (NSW).
In broad terms the function of the Authority is to administer a wide range of assistance measures to the rural sector. These assistance measures are both Commonwealth and state funded. Whilst the rural sector is its core client, the Authority is also responsible for small businesses that have suffered loss or damage due to natural disaster.
Rural industries and businesses capable of adapting successfully to changing circumstances with policies which effectively assist the achievement and maintenance of this capability.
To administer, analyse and influence adjustment and assistance programs which encourage self-reliance, facilitate appropriate change and mitigate extreme events while being aware of the welfare of the people in the targeted business.
Guarantee of service
The New South Wales Rural Assistance Authority is determined to excel in the area of customer service.
We are committed to improving the quality of service we offer. We will keep in touch with what is expected, and within the legal and policy guidelines covering assistance we will aim to exceed expectations.
The responsibility of the Authority’s clients is to:
- treat staff with courtesy and respect
- provide all the information needed to make an accurate decision
- not be threatening or abusive
- let the Authority know if your situation changes and you no longer need help.
Should a situation become threatening or abusive, Authority staff have a range of options available to them. These range from referral to more senior officers or terminating contacts to, in extreme cases, contacting or reporting the matter to the Police.
If a client is dissatisfied with the level of service that they have received they may:
- discuss the matter with the staff member responsible for handling their application or enquiry
- refer the matter to the staff member's supervisor for investigation
- if not satisfied, arrange for a personal interview with a senior officer, or put the complaint in writing to:
NSW Rural Assistance Authority
Locked Bag 23
ORANGE NSW 2800
Phone (02) 6391 3000
Toll Free 1800 678 593
OR make a formal complaint to:
Office of the Ombudsman
Level 3, 580 George Street
SYDNEY NSW 2000
The full Guarantee of Service is available on the Publications page.