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Complaints Register 

The NSW Fair Trading Complaints Register lists businesses that are the subject of 10 or more complaints to NSW Fair Trading in a calendar month.

The Complaints Register is updated monthly in the second half of each month with complaints data from the previous calendar month. The collection of data for the purposes of the Complaints Register commenced on 1 July 2016, and the first Register was published on 25th August 2016.

Go to the Complaints Register

What information is included on the Register? 

Only complaints considered by Fair Trading to have been made by a real person, relating to a real interaction with a business will be listed on the Register.

Information listed on the Complaints Register includes:

  • the name of the business (the recognised business/brand name)
  • the number of complaints received by Fair Trading about the business in the last month
  • the product groups complained about.

Why have a Complaints Register?

In the 2015-16 financial year, NSW Fair Trading received over 50,000 complaints. Making some complaint information publically available provides businesses with an incentive to provide better customer service and helps consumers make more informed decisions about where to shop.

The information listed on the Complaints Register is downloadable, and is part of the NSW Government's open data policy, which recognises the important role that information plays in the economy and the community.

The Complaints Register is established under s86AA of the Fair Trading Act.

Complaints Register Guidelines

The Complaints Register Guidelines (PDF size: 240kb) explain how the Register operates.

The Guidelines provide information about what is classed as a complaint, how NSW Fair Trading deals with complaints, and the limitations of NSW Fair Trading’s complaints data.

The Guidelines note that:

  • many complaints received by Fair Trading simply relate to poor customer service. Appearing on the Register does not necessarily mean that a business has breached any laws
  • the Register only reports on complaints received by NSW Fair Trading
  • larger businesses or businesses in particular industries may attract more complaints
  • media attention on an issue may generate more complaints.

The Guidelines will be updated from time to time as refinements are made to NSW Fair Trading's policies, processes and systems.

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