Customer service standards

Our guarantee of service

NSW Fair Trading sets a high standard of quality customer services to which it is committed. Our customers, the consumers and traders of New South Wales, can expect accurate information provided in a prompt and courteous manner. You can access these services by calling 13 32 20 or by visiting our website. More detailed information is in the brochure Fair Trading - what we can do for you.

What can you expect?

We aim to answer 90 percent of all telephone enquiries within 5 minutes. If you write to us, we respond as promptly as possible.

Complaint handling and dispute resolution services

We aim to finalise 85 percent of general consumer complaints or disputes between parties within 30 days of receiving the complaint. In other cases, we contact the parties within 30 days to advise them of actions being taken.


After receiving all the relevant information from the applicant and other agencies, we issue the licence within 30 working days. Some licence types may take additional time to finalise due to checks that must be carried out with external agencies.

Licence renewals are issued within 14 working days provided they are not affected by a disclosure/statement relating to an applicant’s fitness to continue the business.

Rental bond refunds

Provided both parties to a bond have agreed, refunds are usually deposited to a bank account within two working days of receiving the claim form.

In cases where the Bond Service is required to notify either party to a bond, refunds are generally issued within 20 working days of receiving the claim form. For bond information call 13 32 20.

Association registrations

Approved applications for name reservation and registration of incorporated associations are processed within 5 business days of receipt by Registry Services.

Completed annual summaries of financial affairs (Form A12) are processed within 10 business days of receipt by Registry Services.

Co-operative registrations

The registration of new co-operatives is processed within 28 days of receipt of finalised documents by Registry Services.

Your contributions through customer feedback

Feedback from our customers plays an important role in reviewing and improving our services. If you have a complaint about our service, please contact us so that appropriate action can be taken and we can learn from your experience.

Feedback can be lodged online through the feedback page on our website or calling us on  13 32 20.

If you are not satisfied with our response, you can contact:

Commissioner for Fair Trading

PO Box 972
Parramatta  NSW   2124
Tel: 9895 0111

NSW Ombudsman

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

Important: Disputes lodged with the NSW Civil and Administrative Tribunal (NCAT) are not covered by this guarantee of service as the Tribunal is a separate statutory body.

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