Make a complaint

Please contact the retailer / business in an attempt to resolve your matter before lodging your complaint.

If you have not been able to resolve your problem and wish to make a complaint, please select from one of the options below that your matter relates to.

If you do not wish to make your complaint online you can send your complaint by mail or you can call 13 32 20 (8.30am to 5pm, Mon - Fri) to discuss how to make a complaint.

Matters handled by NSW Fair Trading

Renting

Please check our website for information about:

For complaints about social housing matters, lodge an application with the Social Housing Division of NCAT.

Read about how your renting complaint is handled

For complaints about tenancy issues, please use the Tenancy Complaint Form.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Building and renovating

Please check our website for information about:

Read about how your home building complaint is handled

For complaints about builders and tradespeople, please use the Home Building Complaint Form.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.

Buying products and services

Please check our website for information about your consumer rights including:

If you haven’t contacted the retailer/service provider, please read our tips on resolving issues before lodging a complaint.

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Associations and co-operatives

Please check our website for information about:

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Cars and other vehicles

Please check our website for information about:

If your complaint relates to vehicle safety faults caused by the design of a vehicle or a breach of a mandatory standard such as the Australian Design Rules, please contact the Department of Infrastructure, Regional Development and Cities.

You can also read about how your complaint is handled.

Please use the Motor Vehicle Complaint Form to submit a complaint If you have contacted the retailer/service provider or manufacturer and haven’t been able to reach a resolution.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Real estate, property management and strata

Please check our website for information about:

Please use the Real Estate Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

For information about strata community living disputes and to apply for mediation please go to Strata and Community disputes.

Retirement villages

Please check our website for information about retirement villages.

For complaints about retirement villages, please use the Retirement Village Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Holiday parks

Please check our website for information about holiday parks.

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Product safety

Please check our website for information about:

For information about product recalls, please visit the product safety website.

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Residential (land lease) community

Please check our website for information about living in a residential (land lease) community

You can also read about how your complaint is handled.

If your complaint relates to increases of site fees, mediation is a compulsory requirement. Please fill in the Residential (Land Lease) Community Mediation Application Form (PDF, 243.84 KB).

For all other matters, please use the Residential (Land Lease) Community Complaint Form.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Games of chance

Please check our website for information about games of chance.

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Charitable fundraising

Please check our website for information about charitable fundraising.

You can also read about how your complaint is handled.

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Matters best dealt with by other organisations and areas

Accountants and tax agents

Please check our website for information about accountants & tax agents.

For complaints with accountants & tax agents which cannot be resolved by professional industry bodies provided in the link above:

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Airlines

The Airline Customer Advocate (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of unresolved complaints about airline services.

Participating airlines of the ACA are: Jetstar, Qantas, Tiger Airways, REX and Virgin Australia

There is an eligibility criteria for the lodgement of complaints:

  1. Customers cannot lodge if they have already made a claim in a court or tribunal or lodged a complaint with a government authority in relation to the same matter;
  2. The complaint must be about a participating airline;
  3. The complaint must be about the airline's services;
  4. The customer must attempt resolution with the airline first by following the airline's Customer Charter, sought a review of the response and allowed for the timeframes specified in the Charter;
  5. The complaint must relate to an event or circumstance that occurred within the last 12 months.

Complaints must be in writing and can be lodged online or printed forms obtained from The Airline Customer Advocate (ACA).

For complaints about all other airline related matters, please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Banks, financial service providers and insurance

For complaints with banks and financial services providers, you may contact the Financial Ombudsman Service (FOS).

Check if the provider is a member of FOS.

If the provider is not a member of FOS, check if they are a member of the Credit Ombudsman Service Limited (COSL). The COSL scheme includes credit unions, building societies, non-bank lenders, financial planners, investment managers, debt services and more.

Business name registrations

For information about business names registration, please contact Australian Securities and Investments Commission.

Car or other vehicle repairs through insurance

For enquiries about complaints with repairs carried out to a vehicle as a result of an insurance claim, please follow the below steps:

  1. Contact your insurer
  2. If your insurer fails to adequately address your concerns, request that the matter be reviewed by your insurers Internal Dispute Resolution scheme
  3. If you are not satisfied by the result of the Internal Dispute Resolution scheme, you can contact the Financial Ombudsman Service (FOS).

Check if the provider is a member of FOS.

If the provider is not a member of FOS, check if they are a member of the Credit Ombudsman Service Limited (COSL). The COSL scheme includes credit unions, building societies, non-bank lenders, financial planners, investment managers, debt services and more.

Centrelink, Child Support Agency and Australian Tax Office

For complaints about Centrelink, Child Support Agency and The Australian Taxation Office, please contact the Commonwealth Ombudsman.

Commercial leases

For complaints about commercial leases, please contact the Office of the NSW Small Business Commissioner.

Electricity, gas and water

For complaints about electricity, gas or water suppliers in NSW, please contact the Energy and Water Ombudsman.

Please check our website for information about gas bottles or appliances.

If you are unable to locate the information you require on our website, please contact 13 32 20 between 8:30am and 5pm Monday to Friday or:

Use the general enquiry form.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Employment and unfair dismissal

For private sector employment matters, contact the Fair Work Ombudsman.

For NSW public sector and local government employment matters, contact the NSW Industrial Relations Commission.

Lawyers and solicitors

For complaints about lawyers and solicitors please contact the Office of The Legal Services Commissioner.

Local councils

For complaints about the conduct of councillors and council employees and the administrative conduct of the council itself, please contact the NSW Ombudsman.

For information about your consumer rights in relation to products and services that have been purchased from a Local Council where the matter falls under the Australian Consumer Law (ACL), please visit our website:

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

NSW State Government Departments

For complaints against NSW State Government Departments, please contact the NSW Ombudsman.

For information about your consumer rights in relation to products and services that have been purchased from a NSW Government agency where the matter falls under the Australian Consumer Law (ACL), please visit our website:

Please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

Telephone or internet service provider

For complaints about telephone and internet service providers, please contact the Telecommunications Industry Ombudsman (TIO).

For complaints with your phone handset or computer and you have contacted the retailer/service provider and haven’t been able to reach a resolution, please use the General Complaint Form to submit a complaint.
Declaration

I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:

  • Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
  • Where more appropriate, refer this matter and that information to the other party or another government agency (if appropriate).

NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised , inviting you to provide feedback on our services.

By mail

Print one of these forms for your complaint or enquiry:

Mailing addresses for forms

Filled forms (complete with any attachments) can be posted to the following NSW Fair Trading postal addresses:

Albury

PO Box 1210

ALBURY NSW 2640

Goulburn

PO Box 971

GOULBURN NSW 2580

Queanbeyan

PO Box 1464

QUEANBEYAN NSW  2620

Armidale

PO Box 641

ARMIDALE NSW 2350

Grafton

PO Box 362

GRAFTON NSW 2460

Tamworth

PO Box 1033

TAMWORTH NSW 2340

Bathurst

PO Box 22

BATHURST NSW 2795

Lismore

PO BOX 83

LISMORE NSW 2480

Tweed Heads

PO Box 822

TWEED HEADS NSW 2485

Broken Hill

PO Box 786

BROKEN HILL NSW 2880

Newcastle

PO Box 835

NEWCASTLE NSW 2300

Wagga Wagga

PO Box 623

WAGGA WAGGA NSW 2650

Coffs Harbour

PO Box 4089

COFFS HARBOUR JETTY

NSW 2450

Orange

PO Box 2285

ORANGE NSW 2800

Wollongong

PO Box 5275

WOLLONGONG NSW 2520

Dubbo

PO Box 584

DUBBO NSW 2830

Parramatta

PO Box 972

PARRAMATTA NSW 2124

 

Gosford

Locked Bag 2906

CENTRAL COAST MC  NSW 2252

Port Macquarie

PO Box 1747

PORT MACQUARIE  2444

 
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