Creating a government service request with Public Sector Digital Services

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 4 min. de leitura

    • You can create a case about a community question or issue from the Government Service Portal in Public Sector Digital Services. The Government Service Portal supports submissions by both registered and anonymous users.

    Before you begin

    Role required: none.

    About this task

    Constituents can use the Government Service Portal to request services and report issues in their community. They can also use the portal to view the status of existing service requests, as well as update their contact information.

    Constituents can submit their non-emergency requests through the Government Service Portal self-service experience, through Virtual Agent, or using Engagement Messenger. For more information on using Virtual Agent with Public Sector Digital Services, see Get help with Public Service requests using Virtual Agent.

    Create a service request as a registered user

    Create a service request as a registered user in the Public Sector Digital Services application.

    Antes de Iniciar

    Role required: constituent, business_contact, business_partner

    Por Que e Quando Desempenhar Esta Tarefa

    As a constituent, you can use the Government Service Portal to request services and report issues in their community. You can also use the portal to view the status of existing service requests, as well as update their contact information.

    As a constituent, you can submit non-emergency requests through the Government Service Portal self-service experience, through Virtual Agent, or by using Engagement Messenger. For more information on using Virtual Agent with Public Sector Digital Services, see Get help with Public Service requests using Virtual Agent.

    Procedimento

    1. Navigate to the Government Service Portal.
    2. Select Services > Service Requests to expand the list of Service Requests categories that are offered by Public Sector Digital Services, and select the category that you want.
    3. Select the Service Request issue that you want to report.
      For more information on the services that are offered in the Government Service Portal, see Government Service Portal service catalog.
    4. On the form, fill in the fields.
      Tabela 1. Create Case form
      Field Description
      Location Type Location type of the service request. The choices are:
      • Address
      • Intersection
      Street Address Address for this case, if Address is selected as the location type.
      First Cross Street/Second Cross Street Cross-streets for the case, if Intersection is selected as the location type.
      Short Description Brief description of the question, issue, or problem.
      Details Detailed description of the question, issue, or problem.
      Contact Information Contact information for the business or individual who reported this case.
    5. Add any attachments.
    6. Select Submit.

    Resultado

    The case is created, assigned a case number, and is now viewable in the Your Cases list in the Government Service Portal. For information on how to track the case as it moves through the various stages, see Track the status of a public service request from the Government Service Portal.

    Create a service request as a public user

    Create a service request as a public user in the Public Sector Digital Services application. You can submit a service request anonymously without logging in to the application.

    Antes de Iniciar

    Role required: none

    Por Que e Quando Desempenhar Esta Tarefa

    Nota:
    To allow public users to submit service requests, certain settings must be configured by an administrator. For more information on how an administrator might configure these settings, see Unauthenticated users cannot submit catalog items on Service Portal.
    Organizations usually customize their landing pages, and anonymous users may see different information than users who are logged in.

    Procedimento

    1. Navigate to the Government Service Portal.
    2. On the portal header, select Services.
    3. Expand the list of Service Requests categories offered by Public Sector Digital Services by selecting Service Requests, and select the category that you want.
    4. Select the Service Request issue that you want to report.
    5. On the form, fill in the fields.
      Tabela 2. Create Case form
      Field Description
      Location Type Location type of the service request. The choices are:
      • Address
      • Intersection
      Street Address The address for this case, if Address is selected as the location type.
      First Cross Street/Second Cross Street The cross-streets for the case, if Intersection is selected as the location type.
      Short Description Brief description of the question, issue, or problem.
      Details Detailed description of the question, issue, or problem.
      Contact Information Option to report this case as a business or as an individual.
      Nota:
      You may choose to leave the Contact Information fields blank, or you may add your email to receive updates on the case status. Adding attachments isn’t supported as a public user.
    6. Select the Security Code check box, complete the CAPTCHA validation, and select Submit.
      You’re taken back to the service request catalog, where you can submit another service request or register for an account.
      Nota:
      If you didn't provide any contact information, you can't track the status of this request or see the details of the case after you select Submit. If you would like to check the status of this request after your submit it, you must register for an account. For instructions, see Register for the Government Service Portal as a constituent, business contact, or user.