Service Charter 2021 Local Government elections
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Service Charter 2021 Local Government elections NSW Electoral Commission Page 1 of 13
Table of Contents
Service Charter 1
Foreword 3
Message from the NSW Electoral Commissioner 4
2021 NSW Local Government elections key dates 5
What We Do 6
Legislative context 6
Our team 7
Our values 7
Service Commitments 8
What electors can expect 8
Elector service objective 1: 9
Elector service objective 2: 9
Elector service objective 3: 10
What councils can expect 10
Councils service objective 1: 11
Councils service objective 2: 11
How councils can assist us 11
What candidates and parties can expect 12
Candidates service objective 1: 12
Candidates service objective 2: 12
Candidates service objective 3:
Contact us 13
NSW Electoral Commission Page 2 of 13Foreword
This Service Charter provides an overview of the services to be delivered to the key customers and
stakeholders of elections run by the Commission.
Under the Local Government Act, councils in NSW can choose either the NSW Electoral Commission
or a commercial provider to deliver their local government elections. The NSW Electoral Commission
conducts council elections on a cost recovery basis.
In 2021 the Commission will conduct 122 of the 124 council elections across NSW and will provide
electoral roll products and services for all NSW Local government elections.
Councils under administration
The following three councils are currently under administration and are not having an election:
• Balranald Shire Council
• Central Darling Shire Council
• Wingecarribee Shire Council
• Central Coast Council 1
Non-client councils
Fairfield City Council and Penrith City Council have engaged a commercial electoral services provider
to administer their 2021 elections. Please contact the councils directly about candidate nominations,
registration of electoral material, polling places, voting and election results in those areas.
Information provided by the NSW Electoral Commission about the registration of candidates, groups
and third-party campaigners, political donations and electoral expenditure applies to the elections for
these two councils.
1 Central Coast Council is under administration and holding a referendum with a commercial electoral services provider.
NSW Electoral Commission Page 3 of 13Message from the NSW Electoral Commissioner
Impartial, fair and safe elections are essential goals of any democratic society. These goals are
central to the mission of the NSW Electoral Commission and our commitment to deliver the 2021
NSW Local Government elections.
This service charter outlines the targets and measures we have set ourselves against which we will
deliver these elections.
Our overarching goals are to ensure:
• Free and fair elections in NSW
• Stakeholders trust the NSW Electoral Commission has conducted their elections with fairness
and integrity.
In addition, in light of the COVID-19 pandemic, the NSWEC Electoral Commission will implement a
range of COVID-safe measures to help maintain the health and safety of voters, political participants
and election staff.
To measure our success the NSW Electoral Commission will conduct and commission independent
research into public trust in our delivery of the election, voter expectations, preferences and barriers to
participation so we can continue to improve our services for our stakeholders and the electors of
NSW.
John Schmidt
NSW Electoral Commissioner
NSW Electoral Commission Page 4 of 132021 NSW Local Government elections key dates
Date Event
Thursday, 1 July Capped expenditure period opens
Monday, 25 October 2021 Nominations open.
Start of regulated period for electoral material.
6pm: Close of rolls for the purposes of being a candidate,
nominator and roll printing.
Tuesday, 26 October 2021 Lodgement of postal vote applications open.
Wednesday, 3 November 2021 12 noon: Close of nominations and close of registration of
candidates and groups.
Registration of electoral material opens.
Thursday, 4 November 2021 10am: Conduct of ballot paper draw.
Monday, 8 November 2021 Postal vote fulfilment commences
Monday, 22 November 2021 9am: Pre-poll/early voting period begins.
9am: iVote application and voting begins.
Friday, 26 November 2021 5pm: Close of registration of electoral material
Close of registration of third-party campaigners
Monday, 29 November 2021 5pm: Close of postal vote applications.
Friday, 3 December 2021 5pm: Early voting period closes.
Saturday, 4 December 2021 8am - 6pm: Election day voting.
1pm: iVote applications close.
6pm: iVote voting closes.
6pm: End of regulated period for electoral material.
Close of capped expenditure period.
Friday, 17 December 2021 6pm: Close of return of postal ballot papers
NSW Electoral Commission Page 5 of 13Wednesday, 21 to Friday 23 Declaration of results.
December 2021
What We Do
Legislative context
The conduct of the 2021 Local Government Elections is governed by the electoral provisions in the
Local Government Act 1993 and the Local Government (General) Regulation 2005, as well as
relevant policy decisions made by the NSW Electoral Commissioner.
Our role delivering free and fair elections in New South Wales
The proper conduct of elections is a core requirement for a democratic society. Our role is to be an
efficient, trustworthy and reliable partner in the conduct of your 2021 election.
The NSW Electoral Commission conducts professional, politically-neutral and transparent elections
for both the NSW Parliament and NSW local councils, NSW Aboriginal Land Council elections and
statutory elections.
The Electoral Commission is responsible for public funding to eligible registered political parties,
candidates and independent members of Parliament. We also regulate donations and other
disclosures by political participants and enforce electoral and lobbying laws.
The NSW Electoral Commissioner is a member of the three-member Electoral Commission and
heads the Public Service staff agency (also known as the NSW Electoral Commission) that supports
the functions of the Commission and Commissioner.
Our work includes:
• running independent, fair and accessible elections
• providing transparent processes and guidance to assist political participants (including
candidates, parties, elected members, donors, third-party campaigners and lobbyists) to
comply with their legal obligations
• publishing political donation and expenditure disclosures and registers of political parties,
candidates’ agents, third-party campaigners and political lobbyists
• engaging with the public to make it easier for people to understand and participate in the
democratic process
• investigating possible offences and enforcing breaches of electoral, funding and disclosure,
and lobbying laws.
As an independent integrity agency, we are responsible for contributing to the following NSW
Government measures and targets in delivering free and fair elections as part of the “accountable and
responsible government” State outcome:
• Compliance with requirements for the conduct of New South Wales elections.
• No successful challenges to elections due to irregularities in the NSW Electoral Commission’s
electoral practices.
• Voter enrolment rates.
• Participation rates for New South Wales elections.
NSW Electoral Commission Page 6 of 13• Overall core voter satisfaction level.
• Overall satisfaction level for electronic voting.
• Effective and efficient regulation of electoral participants.
• Participants’ declarations and returns managed in accordance with statutory requirements
and NSW Electoral Commission’s service requirements.
Our team
The NSW Electoral Commission’s staff are NSW public servants, supported from time to time by
project-based, contract employees. The total employee number increases from between 150-200 staff
with an additional 30,000 temporary staff contracted for the conduct of state-wide elections.
Our values
The NSW Electoral Commission’s values are the NSW Public Sector values:
• Integrity
• Accountability
• Service
• Trust
These are underpinned by our behaviours defining how we work at the NSW Electoral Commission.
We are each accountable for bringing them to life in our work.
We are:
• Responsive
• Solution focused
• Transparent
• Customer-centred
• Collaborative
NSW Electoral Commission Page 7 of 13Service Commitments
What electors can expect
We will conduct independent, fair and accessible elections to deliver democracy to electors in NSW
where their council has engaged us to be the election manager.
We have a variety of voting options available for electors to cast their votes - including in person on
election day. We will use about 2,350 unique voting venues, spread across NSW so that voters have
easy access to somewhere to vote. Noting some of which (approx. 150) will be shared by
neighbouring councils for elector convenience.
For electors who are not able to vote on election day, we offer postal voting, technology assisted
voting (iVote) and in-person early voting (pre-poll) before election day.
All voters are eligible to vote early in person at these elections. There will be approx. 290 early voting
(pre-polling) venues across the state during the two weeks before election day. Electors will also have
the ability to enrol to vote at polling venues, even if they have not previously enrolled.
In 2021 iVote will be available for the first time at local government elections. This means eligible
voters will be able to vote online or through our call-centre operator assistance line to vote over the
phone.
Voter satisfaction will be measured by a program of qualitative and quantitative customer research
conducted independently of the NSW Electoral Commission. A series of surveys will evaluate voter
satisfaction with the products and services offered by the NSW Electoral Commission at the 2021
Local Government elections and satisfaction with the Electoral Commission’s conduct of the elections
overall. Survey responses will also deliver actionable insights to increase understanding, trust and
participation in democracy. Satisfaction levels will be compared with the results of previous election
surveys to show trends and momentum over time.
The surveys include:
• early voting intercept interviews at four pre-polling locations (feasibility subject to public health
order)
• election-day intercept interviews at four polling places (feasibility subject to public health
order)
• a computer assisted telephone interview (CATI) survey of electors (random dial mobile and
landline numbers, with the sample being representative of New South Wales electors)
• a CATI survey of iVote users.
• an online survey of iVote users (not included in the above CATI survey)
• four qualitative focus groups with electors living with disability
• a CATI in-language elector survey (Arabic, Cantonese, Mandarin).
Key results
• Increase voter turnout compared to 2012 (noting 2016/2017 elections split due to
amalgamations)
• Decrease voting informality rates compared to 2012 (noting 2016/17 elections split due to
amalgamations)
NSW Electoral Commission Page 8 of 13• Improve voter satisfaction rates v 2016/17 post-election elector survey of 81%.
Elector service objective 1:
Increase opportunities for voters in the 2021 local government elections to cast their votes across a
range of convenient and secure channels.
Service commitments
• Provide iVote service that is accessible and secure to eligible electors
• Provide in-person early voting to electors who want to vote in-person before election day
• Enable eligible voters who cannot vote in person on election day due to safety concerns
around COVID-19 to apply for a postal vote
• Postal voting applications are processed within one business day
• Advise successful postal voting applicants once their postal vote pack has been sent so they
are confident they will be able to vote in time
• Communicate with electors whose postal vote applications have been rejected within one
business day
• Support voter engagement with an understanding of local government elections in NSW, and
through this the legitimacy of elected councils in NSW.
Elector service objective 2:
Deliver COVID-safe elections for NSW voters
The NSW Electoral Commission will plan for and conduct the elections in collaboration with NSW
Health and act on public health advice.
Key results
• All polling places comply with the NSW Electoral Commission’s COVID action plan
• All polling place staff are trained to deliver voting services in line with the NSW Electoral
Commission’s COVID action plan
• Increase number and size of voting venues to reduce crowding risks in a COVID-19
environment
• Ongoing communication with voters regarding relevant COVID-safe information.
NSW Electoral Commission Page 9 of 13Service commitments
All voting centres will be run in line with the NSW Electoral Commission’s COVID-19 action plan.
Covid safety will be a major focus of the NSW Electoral Commission’s voter awareness campaign.
Voters and candidate supporters will be required to maintain physical distance in and around voting
centres. Voters will also be required to check in and check out of polling places using the Service
NSW app and will be required to wear face masks. Voters can use their own pen to vote, or they will
be provided with a single use pen at the voting centre. Voting screens will be spaced appropriately to
support voter safety and hand sanitiser will be available at all polling places.
Learn more about our COVID-19 safety measures at elections.
Elector service objective 3:
Deliver elections that meet the diverse access and language needs of voters in NSW.
The NSW Electoral Commission works closely with peak bodies and reference groups representing
First Nations, multicultural, disability and homelessness communities. These groups provide valuable
information about barriers to voting for their communities, and access to wider networks and
distribution channels to help us engage with those communities. Services will be provided in
accordance with the Commission’s Disability Inclusion Action Plan and Multicultural Action Plan,
available on the Commission’s website.
Service commitments
• Provide educational resources to support all voters to participate. This will include video
resources and professionally translated website material
• Staff polling venues to reflect the cultural diversity of the local area. Wherever possible, we
will provide staff who speak the languages that are common in the community. These staff will
be identifiable by the badges they wear indicating what languages they speak. Electors who
need further language assistance will be able to access the Translating and Interpreting
Service
• Make remote Auslan interpreting services available for both Saturdays during the voting
period when this service is not available through the National Relay Service
• Increase the number of fully accessible polling venues (compared to 2012, being the last
state-wide local government election) to ensure electors are able to access and move around
those venues easily
• Provide wheelchair accessible voting screens, maxi-pens, magnifying sheets and large-print
posters at all polling venues.
What councils can expect
Our staff manage the electoral process on behalf of councils that choose to engage our services.
Councils can expect independent, impartial, fair and accessible elections run with transparency and
commitment to the democratic process and a range of services as per their detailed service
agreements.
For 2021, we have a number of service objectives across the elections of relevance to council clients
specifically.
NSW Electoral Commission Page 10 of 13Councils service objective 1:
Deliver efficiencies, cost savings and convenience for client councils by using their venues where it is
appropriate to do so.
Key results
• Consult with 100 per cent of client councils to use council-owned venues for our returning
offices and pre-poll venues, wherever possible and practical
• Increase the number of council-owned Returning Officers’ offices and pre-poll venues used
for the election, compared to the 2016/17 ordinary elections.
Councils service objective 2:
Maintain trust in the election through transparent and rigorous electoral processes
Key results
• No election outcomes successfully challenged after the elections due to administrative
irregularities on the part of the NSW Electoral Commission
• Complete counting and results processes in a timely and reliable manner, with the majority of
the initial mayoral counts complete by approximately 8.30pm on election night and initial
councillor counts by approximately 10.30pm on election night
• Distribute preferences for mayor and councillor in accordance with the NSW Electoral
Commission’s published election timetable.
How councils can assist us
Councils can support the success of their elections in the following ways:
• Work with the NSW Electoral Commission to secure the best options for accessible and
available venues for use during the elections
• Provide where applicable and possible logistical and operational services – i.e. office furniture
supply, traffic management resources, removal of recycling waste from venues where onsite
recycling is not available, cleaning of council-owned and/or commercially leased venues
• Respond promptly to requests for information from the NSW Electoral Commission to enable
the provision of your election
• Advertise the elections within their local government area using local media, in line with the
NSW Electoral Commission’s Council communications assets
• Promote the election through council’s own distribution channels which may include:
o Council’s website
o Council’s Facebook and other social media channels
o Direct mail to residents
o Council owned newsletters and other publications
o Posters, flags and signage during the election period.
NSW Electoral Commission Page 11 of 13Evaluating our success
After the election, Council general managers will be surveyed on a range of qualitative and
quantitative metrics to evaluate their satisfaction with the products and services offered by the NSW
Electoral Commission at the 2021 Local Government elections and satisfaction with the Electoral
Commission’s conduct of the elections overall. Satisfaction levels will be compared with the results of
previous election surveys to show trends and momentum over time.
What candidates and parties can expect
Candidates and parties can expect to receive information on how to become a candidate, understand
candidate eligibility requirements, information about ballot papers draw and layout, forming a group,
and how to appoint scrutineers and information and support on registering electoral materials (“how to
vote’) that are distributed on election day.
As electoral participants, candidates and parties can expect to receive information from NSW
Electoral Commission on how to register as a candidate or group, managing campaign finances, and
understanding the disclosure requirements of political donations and electoral expenditure.
Key results
• No election outcomes successfully challenged after the elections due to administrative
irregularities on the part of the NSW Electoral Commission
• Ensure all counting software is compliant with legislation by obtaining systems certification by
an independent third party and publishing specifications on the NSW Electoral Commission
website
• Support candidate-appointed scrutineers through liaison officers located in each count centre.
Candidates service objective 1:
Assist candidates and parties to navigate the campaign finance registration, ballot paper nomination
and electoral material registration processes.
Service commitments
• Provide a dedicated candidate helpline
• Process nominations to appear on the ballot paper within a four business hour window of
receipt
• Provide an online nominations lodgement system to nominate to appear on the ballot paper
• Requests for candidate rolls to be serviced within one business day of receipt.
Candidates service objective 2:
Maintain trust in local government through timely and legitimate election results
• Complete counting and results processes in a timely and reliable manner, with the majority of
the initial mayoral counts complete by approximately 8.30pm on election night and initial
councillor counts by approximately 10.30pm on election night
• Distribute preferences for mayor and councillor in accordance with the NSW Electoral
Commission published election timetable.
Evaluating our success
NSW Electoral Commission Page 12 of 13Candidates and parties will be surveyed on a range of qualitative and quantitative metrics to evaluate their satisfaction with the products and services offered by the NSW Electoral Commission at the 2021 Local Government elections and satisfaction with the Electoral Commission’s conduct of the elections overall. Satisfaction levels will be compared with the results of previous election surveys to show trends and momentum over time. Contact us Visit our website at elections.nsw.gov.au For general enquiries call 1300 135 736 For enquiries and feedback visit elections.nsw.gov.au/contact-us For candidates, funding, disclosure, compliance and nominations enquiries call 1300 022 011 Mailing address: NSW Electoral Commission GPO Box 832 Sydney NSW 2001 NSW Electoral Commission Page 13 of 13
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