Fair Trading is committed to providing consumers and traders with high quality, efficient, timely and responsive services. On occasions, you – our customer – might not be happy with the service provided, or you could have concerns about the way we do things. We will always attempt to clear up anything you are not satisfied with on the spot. However, if you decide to make a formal complaint about us, you can be sure that your complaint will be treated in an open and responsive fashion and within clear time frames. This Customer Complaint Management Policy explains how we will handle formal complaints.

Our Customer Complaint Management Policy is in keeping with Australian Standard AS ISO 10002-2006 and NSW Ombudsman guidelines on effective customer complaint handling. It also supports NSW State Plan objectives designed to improve customer service and satisfaction for the NSW community. Lodging a complaint is free of charge.

This Policy covers complaints about:

• Fair Trading’s corporate policies
• administrative procedures and decisions
• fees and charges
• actions of employees or agents
• quality of service
• timeliness of service
• accuracy of information provided.

The following are not considered formal complaints:

• requests for information about policies or procedures
• complaints about matters where Fair Trading has no legislative basis to either change a decision or become involved
• complaints about legislation - unless the complaint is about how Fair Trading administers it
• appeals against administrative decisions *
• complaints about fraud or corruption. **
  

Although these matters are not registered or handled according to the Customer Complaint Management Policy, they will nonetheless be dealt with promptly and with courtesy according to their own service guarantees or other relevant procedures.

Note:

* Appeals against administrative decisions involve other specific processes and time frames that are set out in legislation. A complaint only falls within the terms of this Policy if Fair Trading fails to follow these time frames and processes.

** Fraud and corruption allegations are dealt with under the Department of Services, Technology and Administration's policy: Reporting Corrupt Conduct, Maladministration and Serious and Substantial Waste of Public Money.

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Can anyone complain?

Yes. This policy is aimed at our customers, but there are no restrictions on who can make a complaint about us.

What if I want to remain anonymous?

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

How do I make a complaint?

You might find it easiest to use our form called Your Opinion Counts. You can also obtain a copy at our public counters, or we can post one to you. The feedback form is very helpful as it helps us to identify the nature of your complaint quickly. The form can also be used for positive comments or suggestions.

What if I don’t want to fill out a feedback form?

If you don’t want to use the form, you can write us a letter, or our staff will accurately record your complaint (using the feedback form) at a counter, in the field or over the phone and make sure it is registered and handled according to this Policy. Whichever way you choose, your complaint will be given equal priority. There is no disadvantage to you.

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What result do I want from my complaint?

We will do our best to deal with your complaint 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. However, keep in mind that our response will be in accordance with our corporate policies and must be governed by what fair trading legislation permits us to do.

How will Fair Trading treat me if I make a complaint?

Fair Trading will treat you with patience, courtesy and respect. We are open about our management of customer complaints. This Policy is designed to make it easy for you to understand our complaint handling process. You can ask for a copy at any of our public counters.

Why do you register my complaint?

Fair Trading registers formal customer complaints for several reasons:

• knowing how many customer complaints we get is one of several ways we can judge how well we are doing our job
• analysing customer complaints 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.

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

Fair Trading actively monitors its customer complaint handling performance and evaluates customer complaint volumes and trends for service improvement purposes. Annual reporting of customer complaints is a statutory requirement and is included in NSW Department of Services, Technology and Administration Annual Reports. We assure you that any personal details you give us will remain confidential to the Office of Fair Trading.

View or download the Customer complaint management flow chart in PDF format (size: 30k)

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Who will contact me?

The manager responsible for the service you complain about, or the manager’s delegate, will contact you within four working days. That person might be able to resolve your complaint then and there – but if not, or if your complaint will take longer to resolve, you will be given that person’s contact details and a reference number so you can check on the progress of your complaint. In the unlikely event that you have not received any response after 20 working days, you should contact us on either 9338 8926 or 9338 8978 so we can follow up your complaint with the responsible area.

How will you contact me and how long will it take?

Note:

* 'clarify' may include advising you that a longer period of time may be involved if Fair Trading needs to obtain information from third parties.

** 'Letter' also includes fax.

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Where we can’t resolve or clarify a complaint 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.

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