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Complaints Register 

The NSW Fair Trading Complaints Register will provide information about businesses that are the subject of 10 or more complaints to NSW Fair Trading in a calendar month. The Complaints Register will be published on the NSW Fair Trading website in the second half of each month for the previous calendar month.

Why have a Complaints Register?

NSW Fair Trading currently receives over 45,000 complaints each year. Making some information about these complaints available to the public will provide businesses with an incentive to provide better customer service, and help consumers make more informed decisions about where to shop.

The Complaints Register is also an open data initiative. The NSW Government’s open data policy aims to release Government-held information wherever possible, in recognition of the important role that information plays in the economy and the community.

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

When does the Complaints Register launch?

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

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

How will the Complaints Register operate?

The Complaints Register Guidelines (PDF size: 240kb) provide information to consumers, businesses and other interested parties about how the NSW Fair Trading Complaints Register will be designed and administered.

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


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