Frequently asked questions

By setting up an RAA Account, you will gain access to the RAA’s online portal, where we will securely store your details, so that you do not need to add these each time you want to submit an application or claim.

Once logged into your RAA Account, you can apply for RAA financial assistance programs quickly and easily, submit claims and track the progress of your submissions.

Option 1: Register using your email (preferred method)

1. Select Log In from the banner or menu.
2. On the Log In or Register page, select Register.
3. Enter your full legal name, gender, date of birth, email address and phone number, then select Register.
4. Check your inbox for an email from the RAA and click Activate my RAA Account.
5. Read and accept the Privacy Collection Notice, then choose Complete Registration.
6. Create your password, then select Change Password to confirm.
7. You will be automatically redirected to your RAA Account homepage.

Option 2: Register using your Service NSW account

1. Select Log In from the banner or menu.
2. On the Log In or Register page, select Service NSW Log In.
3. Sign in using your MyServiceNSW Account username and password.
4. Once authenticated, you will be redirected back to the RAA portal.
5. Enter your full legal name, gender, date of birth, email address and phone number, then select Register.
6. Read and accept the Privacy Collection Notice, then click Complete Registration.
7. Create a password and select Change Password to confirm.
8. You will be automatically redirected to your RAA Account homepage.

The RAA Portal allows you to log in in two different ways for your convenience.

Option 1: Log in using email authentication

Enter your email address and password, then we’ll send you a one-time code. You’ll need to enter this code to confirm your identity and access your account.

Option 2: Log in with your Service NSW credentials

Select the Service NSW Log In link. You’ll be prompted to enter your MyServiceNSW account username and password. After submitting your details, Service NSW will send a one-time code via text message, or you can use an authenticator app. Enter the code to complete secure authentication and sign in.

The NSW Government has a number of online services that require you to log in to access personalised information and services. This is to ensure that security and privacy are maintained and access to the information in your RAA Account is restricted.

When creating an RAA Account, you’ll be asked to enter key details, including your name, date of birth, contact number, and email address.

If an error message appears, it usually means one or more of the details you entered have already been used to create an account. This can happen, for example, if you’re using a shared email address.

Please check your details and try again. If you believe you already have an account or continue to experience issues, contact us for assistance.

To ensure cyber security compliance, the verification link is only valid for 24 hours. After this period, the link will expire, and you will need to contact the RAA via 1800 678 593 to request a new link.

Yes. However, for the best experience, we recommend you log in using a desktop or laptop computer. Some features work best on a larger screen and may be limited or harder to access on mobile or handheld devices.

There isn’t an app available just yet. You can access our services by logging in to your RAA Account using a web browser on a desktop or laptop computer.

1. Select Log In from the banner or menu.
2. On the Log In or Register page, select Log In.
3. Click the Reset your RAA Account password link.
4. On the Reset Password page, enter your Username and select Reset Password.
5. You’ll receive an email with a secure link to create a new password.

Note: If you used Service NSW to create your RAA Account and to log in to the RAA Portal, your password will need to be reset on the Service NSW website. Visit the Service NSW website to complete this process.

Identity verification helps protect your privacy and ensures the security of your personal information within the RAA Portal.

The RAA uses Service NSW to verify your identity. If you log in to the RAA Portal using the Service NSW Log In option (red button), a Verification of Identity task will be assigned to your account.

Once you complete the task and your identity is successfully verified, you will gain access to additional account information and portal features.

If your identity verification is incomplete, unsuccessful, or has expired (after two years), some account details and portal functionality may be restricted until verification is completed.

Logging in (authentication) confirms that you’re the owner of the account. This may involve entering your password, using a one-time verification code, or signing in through a trusted provider such as Service NSW.

Identity verification confirms who you are by checking your identity against official documents, such as a driver licence or passport.

In the RAA Portal, logging in allows you to access your account, while identity verification may be required to access certain features or information. For example, identity verification is required to access business account details or when applying for a loan through the RAA.

If your identity has not been verified, you may have limited access to some account details and portal functions.

1. Log In to the RAA Portal using the link in the banner or menu.
2. On the Home tab, scroll down to the Submit an Application section.
3. Select the grant or loan you wish to apply for and click Apply now.
4. A new application form will open for you to begin.
5. Progress through each step and enter the required information.
6. Once you have completed all steps, click Submit to lodge your application.

1. Log In to your RAA Account using a desktop or laptop computer.
2. From the menu, select Claims.
3. Click Make a Claim to begin a new Claim Form.
   Your name and email address will populate automatically.
4. 4.Enter your BP number and the Contract number for your approved application.
   If you submitted your application before 7 April 2026 (before the portal was launched), your Contract number was emailed to you by the RAA for reference.
   If you submitted your application through the portal, you can find these details on the Approved Assistance page.
5. Progress to Step 2 to enter your claim details.
6. Once you have completed all steps, click Submit to lodge your claim.

No. All applications and claims for RAA assistance programs must be submitted via the RAA Portal. To access the portal, you need to set up an RAA Account.

An Individual Application (IA) is created when you start a new application or claim in the RAA Portal.

The system assigns a unique Individual Application reference number, which remains the same throughout the application's lifecycle, whether it is in draft, submitted, approved, withdrawn, or declined status.

You can view and track all your Individual Applications and Claims, including their status and details, on the Applications and Claims pages in the portal.

A Financial Account is created when an application is approved. It contains the details associated with the approved assistance.

Any verified individuals who are directly associated to an organisation will be able to see Financial Account detail on the Approved Assistance page in the portal.

Note: An organisation may have multiple Financial Accounts if it has more than one approved application. Likewise, an individual may be linked to multiple organisations and, once verified, can view the Financial Accounts associated with each organisation they are authorised to access.

A Contract Number is created when:

• a grant application is approved; or
• a loan application is approved and the loan has been established and is ready for drawdown.

The Contract Number is used on system-generated correspondence and is required when submitting claims.

You can find your Contract Number by navigating to the Approved Assistance page and viewing the details of the relevant Financial Account.

Note: Each approved application is assigned a unique Financial Account Number and a unique Contract Number. These numbers are used for different purposes relating to the same application.

Yes. Once logged in, you can monitor the status of claims submitted through the RAA Portal.

Claims received prior to April 2026 will not display in the portal. If you need information about claims made before April 2026, please contact the RAA directly.

If the RAA requires additional information to assess an application or claim (including where a credit check is required), a task is assigned only to the primary contact for that application.

The primary contact is nominated by the person who completes the application and is the only person who will receive and be assigned tasks in the portal (such as requests for further information).

If you are related to the applying entity (for example, a partner or shareholder) and have been successfully linked to the financial account in the portal, you may still be able to view the application status and see that information is outstanding. However, tasks will not be assigned to you to complete.

If action is required, you may wish to contact the primary contact to ensure the request is addressed.

You can upload any of the following file types:

• PDF: *.pdf
• Image files: *.jpg, *.jpeg, *.png
• Microsoft Word documents: *.doc, *.docx
• Microsoft Excel documents: *.xls, *.xlsx
• CSV files: *.csv

Yes. You can view information about your approved RAA loan in the portal if your personal account is linked to the business account (Financial Account) that submitted the application.

To access your loan information:

1. Log In to the RAA portal.
2. Navigate to Approved assistance from the main menu.
3. Select the relevant Financial Account from the list of open accounts.

The Financial Account page contains several tabs that provide access to key loan information and details about your approved assistance.

For an overview of the information available, visit our Loan Information webpage.

No. Historical repayment information is not available in your RAA Account.
If you require details of individual repayments made before April 2026, please contact the RAA directly.

As part of the loan application process with the RAA, you’ll be asked to complete a Credit Check Consent Form. This step is essential for us to review your credit history, which helps us better understand your financial background and determine your eligibility for the loan.

The form will be assigned to you as a task within the RAA portal and must be completed before we can proceed with your application.

Consent to a credit check must be obtained from all individuals associated with an entity applying for a loan. This requirement does not apply to grant applicants.