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NSW Fair Trading consumer complaints register 

What is this about?  

NSW Fair Trading proposes to establish a new public register of traders who are the subject of a high number of complaints.

Each year, more than 45,000 consumers contact Fair Trading when they can’t resolve a dispute with a trader. Fair Trading routinely collects and analyses this data to help resolve complaints and investigate serious matters.

Sharing this data with the community will help to create a fair and open marketplace, empowering consumers with information so that they can make informed decisions about where to buy goods and services. It will also provide traders with an incentive to improve their customer service.

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What has happened so far?  

NSW Fair Trading conducted a public survey to help shape the register and the information it provides. This survey closed on 19 July 2015.

Fair Trading has held roundtable discussions with stakeholders and consumer representatives.

Fair Trading also released a Discussion Paper encouraging the community to have its say on aspects of design of the register and how the register should work.  The time for submissions on the Discussion Paper closed on Friday 30 October 2015.

In October 2015, the Fair Trading Amendment (Information About Complaints) Act 2015 was passed by the NSW Parliament to create a statutory power for Fair Trading to publish complaints information.

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What are the next steps? 

The collection of data for the purposes of the Complaints Register will commence on 1 July 2016.

The first Complaints Register will be published in the second half of August 2016, based on data from the month of July 2016.

Further information on how the Register will be designed and administered is provided in the Complaints Register Guidelines (PDF size: 240kb).

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