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Feedback about our services 

How do I provide feedback? 

There are several easy ways we can accept feedback in order to make the process as easy and accessible as possible:

Complete our online feedback form

 

If you need further help or assistance to make a complaint please let us know.

For non-English speaking customers you can get help through the Translating and Interpreter Service (TIS) on 131 450

For customers who are hearing impaired, contact us through the National Relay Service on TTY (Teletypewriter phone) on 1300 723 404

You can also have a friend relative or any other support lodge a complaint on your behalf, just ensure you give permission to do so.

Website feedback

Your comments and suggestions about this website are valuable in helping us improve our services to you.

If you would like to comment on this website, please complete the Website feedback form.

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How will Fair Trading treat me if I lodge customer feedback? 

Our Feedback is managed in accordance with the NSW Government Department of Finance, Services & Innovation’s Policy which is modelled on the NSW Ombudsmans guidelines for complaint handling and adheres to six whole-of-government commitments that outline what customers can expect when they make a complaint to a NSW Government agency about processes, services or employees which are:

  • Respectful Treatment  
  • Information and Accessibility  
  • Good Communication
  • Taking Ownership  
  • Timeliness
  • Transparency

We will treat you with patience and courtesy. You will be listened to, treated with respect by staff, be actively involved in the process where possible and appropriate and be provided with reasons for our decision/s and any options for redress or review. We will keep you informed in the process and its timeframes.

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What if I want to remain anonymous? 

Although we won’t be able to respond to you about your concerns, anonymous feedback can provide us with useful pointers to service improvements. These will also be registered and referred to the relevant area for review.

In any case, we will maintain confidentiality and protect the identity of people providing feedback where this is practical and appropriate.

Personal information that identifies individuals will only be disclosed or used by Fair Trading as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.

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The feedback process 

Your feedback will follow these steps in the process:

  1. Acknowledge and register the feedback
  2. Contact the customer
  3. Assess and investigate
  4. Provide an outcome and reasons for the decision
  5. Provide options to pursue the issue further and close the feedback.

After assessing it, we will consider how to manage it.

To manage your complaint we may:

  • Give you information or explanation that may resolve it
  • Gather information from the product, person or area that the complaint is about and investigate the claims made in the complaint

We will keep you up to date on our progress, particularly if there are any delays and then communicate the outcome of the complaint using the most appropriate medium.

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Who will contact me? 

You will receive acknowledgement of your complaint within 2 business days.

Your matter will then be allocated to an appropriate business unit within Fair Trading for action.

A representative from the business unit within Fair Trading that has been allocated your feedback will be in contact within 4 working days to provide further information about:

  • the process
  • the expected timeframes for our actions
  • the progress of the complaint and reasons for any delay
  • their likely involvement in the process, and
  • the possible or likely outcome of their complaint.

Depending on the nature of the feedback, we may even resolve your issue during this initial contact.

After further consideration of your feedback and any investigation of the issues raised a representative will be in contact within 20 days to advise you:

  • the outcome of the complaint and any action we took
  • the reason/s for our decision
  • the remedy or resolution/s that we have proposed or put in place, and
  • any options for review that may be available to the complainant, such as an internal review, external review or appeal.

If we cannot reach you by phone we will email you, if we still cannot get a hold of you we will write you via post.

This information is aimed at our customers, but there are no restrictions on who can provide feedback to us. NSW Fair Trading does however subscribe to the NSW Ombudsman’s Guidelines for dealing with difficult customers.

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Why do we register feedback? 

We register your feedback for several reasons:

  • knowing how many customer complaints, suggestions or compliments we get is one of several ways we can judge how well we are doing our job
  • analysing customer feedback lets us identify areas where we can improve
  • most importantly, it allows us to keep track of your complaint and to ensure that you receive a prompt response.

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What result do I want from my feedback? 

We will do our best to deal with your matter in a way that is reasonable to both you and us. If you tell us you want some specific action, which could range from an apology or faster processing of an application, to the review or reversal of a decision that affects you, we will treat your suggestion seriously.

Please keep in mind that our response will be in accordance with our corporate policies and governed by what any relevant legislation permits us to do.

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What does Fair Trading do with the information it receives from customer feedback? 

We actively monitor our customer complaint handling performance and evaluate customer complaint volumes and trends for service improvement purposes.

Annual reporting of customer complaints is a statutory requirement and is included in the Department of Finance, Services and Innovation' annual reports.

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Managing unreasonable conduct of people providing feedback 

We are committed to being accessible and responsive to feedback. At the same time our success depends on:

  • our ability to do our work and perform our functions in the most effective and efficient way possible
  • the health, safety and security of our staff, and
  • our ability to allocate our resources fairly across all the feedback we receive.

When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us according to the NSW Ombudsmans Managing Unreasonable Complainant Conduct Policy and guidelines.

For further information on managing unreasonable conduct by people providing feedback please see the NSW Ombudsman’s Managing Unreasonable Complainant Conduct Model Policy 2012.

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What if I am still not satisfied? 

Where we can’t resolve or clarify your matter to your satisfaction, we will tell you about your rights and opportunities for external review, including through the NSW Ombudsman, the Administrative Decisions Tribunal or another legal remedy.

If you are not satisfied with our response, you may wish to contact:

Commissioner for Fair Trading
PO Box 972
Parramatta NSW   2124
Tel: 9895 0111

You may also contact:

NSW Ombudsman
Level 24
580 George Street
Sydney NSW   2000
Tel: 9286 1000

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