Related information and links
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.
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
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:
- building and renovating
- how to check a builder's/tradesperson's licence
- licence classes & qualifications required for builders and tradespeople.
Read about how your home building complaint is handled
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 products and services complaint is handled.
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:
- starting an association
- running an association
- closing an association
- registering a co-operative
- running a co-operative
- closing a co-operative
You can also read about how your complaint is handled.
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:
- buying motor vehicles
- repairs and maintenance
- warranties
- how to check a motor dealers or repairers licence
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.
To check if your vehicle is affected by the Takata Airbag Recall, please visit https://ismyairbagsafe.com.au/
For more information on the compulsory Takata airbag recall, please visit https://www.productsafety.gov.au/recalls/compulsory-takata-airbag-recall
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.
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:
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.
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.
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.
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).
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.
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.
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.
Trading on public holidays
Fair Trading handles matters about breaches of the restricted trading days under Retail Trading Act 2008 from members of the public who believe there has been a breach of the Retail Trading Act 2008.
Please check our website for information about retail trading in NSW.
If you haven’t contacted the business/employer, please read our tips on resolving issues before lodging a complaint.
To lodge a complaint about retail trading please provide the following (where applicable):
- Details on whether you were directed to work on a restricted day
- evidence of a business opening on a restricted trading day (receipt etc)
- copies of any other relevant documents.
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.
Entertainment
Fair Trading handles matters about non-payment of fees or a deduction exceeding the capped fee to a performer for services under an Entertainment Industry Agreement or an Entertainment Industry Managerial Agreement from performers within the meaning of the Entertainment Industry Act 2013
Please check our website for information about the Entertainment Industry in NSW.
If you haven’t contacted the business/employer, please read our tips on resolving issues before lodging a complaint.
To lodge a complaint about the Entertainment Industry please provide the following details (where applicable):
- A copy of the agreement
- Copies of any receipts / remittance advices provided by your agent in relation to your complaint.
- Copies of any other relevant documents.
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:
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:
- 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;
- The complaint must be about a participating airline;
- The complaint must be about the airline's services;
- 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;
- 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.
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
The Australian Financial Complaints Authority is an external dispute resolution (EDR) scheme to deal with complaints from consumers and small businesses about financial services and products.
Contact the Australian Financial Complaints Authority on 1300 565 562 or visit their website for more information.
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:
- Contact your insurer
- If your insurer fails to adequately address your concerns, request that the matter be reviewed by your insurers Internal Dispute Resolution scheme
- 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 and Child Support Agency
For complaints about Centrelink and the Child Support Agency, please contact the Commonwealth Ombudsman.
Australian Tax Office
For complaints about The Australian Taxation Office, please contact the Inspector-General of Taxation.
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:
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:
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:
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.
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
You can make your complaint by mail or you can call 13 32 20 (8.30am to 5pm, Mon - Fri) to discuss how to make a complaint.
Print one of these forms for your complaint or enquiry:
- Home building complaint for consumers form (PDF, 596.42 KB)
- Real Estate and Tenancy complaint form (PDF, 319.3 KB) - for complaints about: Tenancy issues, Strata, Land lease communities, Real Estate agents, property sales etc
- Vehicle complaint form (PDF, 236.24 KB) for complaints about: Motor Vehicles, Motor Cycles, Boats, Caravans/Trailers. Sales, Parts or Repairs.
- General complaint form (PDF, 502.42 KB)
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 2063 DANGAR (NEWCASTLE WEST) NSW 2309 | 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 |