Review of the operations of the NSW Reconstruction Authority

Review of the operations of the NSW Reconstruction Authority

Communication and community engagement

31

3.73 The Committee heard that the NSW Government had made some improvements

to proof of identity and proof of address requirements for vulnerable customers

presenting at Recovery Centres.196 Mr Greg Wells, Managing Director, Service

NSW, explained that Service NSW has streamlined and simplified their processes

for staff and customers in response to lessons learnt from prior disaster recovery

efforts.197 Broader issues relating to grants are further outlined in Chapter Five.

3.74 Legal Aid NSW provided positive feedback about the services provided by

Revenue NSW at several targeted RAPs. This included 'on-the-spot assistance to

clients with fine debt, including the immediate write-off of fines'.

198 The

Committee is of the view that the Authority should expand this initiative during

future disaster recovery efforts to address financial hardship for impacted

communities.

3.75 The Committee welcomes these improvements to engaging with vulnerable and

geographically isolated communities and will continue to monitor the Authority's

approach as part of future operational reviews.

Psychosocial wellbeing and trauma-informed responses

Finding 4

While communities have demonstrated significant resilience and adaptability,

the cumulative impact of successive and compounding natural disasters has

adverse mental health impacts for community members, volunteers and

emergency responders.

Finding 5

Requiring people to repeatedly recount their experiences across different

agencies adds to the burden of already distressed community members and

undermines the effectiveness of recovery assistance.

Recommendation 11

That the NSW Government, led by Service NSW, urgently expand the 'Tell Your

Story Once' project across government agencies to support person-centred

recovery assistance processes and reduce duplication.

3.76 The Committee found that communities impacted by disasters have

demonstrated significant resilience and adaptability. However, it also recognises

that the cumulative impact of successive and compounding natural disasters has

adverse mental health impacts for community members, volunteers and

emergency responders. There are opportunities to build upon existing initiatives

to better support the psychosocial wellbeing of impacted communities, such as

embedding mental health support services within Recovery Centres and the

expansion of the 'Tell Your Story Once' project.

196 Greg Wells, Managing Director, Service NSW, Written opening statement, 20 February 2026, p 2.

197 Greg Wells, Transcript of evidence, February 2026, p 24.

198 Submission 49, p 21.