Feedback and complaints about NSW Fair Trading
If you have a complaint or a compliment about NSW Fair Trading, please contact us so that appropriate action can be taken, and we can learn from your experience.
Feedback from our customers plays an important role in reviewing and improving our services. If you have a complaint or a compliment about our service, please contact us so that appropriate action can be taken, and we can learn from your experience.
Feedback we accept
We welcome all constructive feedback about our services, and we request that you treat our staff with respect.
Please make sure the feedback you provide does not:
- relate to other complaints about a service or product not related to our performance
- contain unrelated personal or professional information of another party
- include personal or offensive comments.
Our complaint and feedback policy
Our complaint and feedback policy is modelled on the NSW Ombudsman’s guidelines for complaint handling.
We will endeavor to acknowledge your written feedback within 2 business days.
If your feedback is a matter about our services you feel are unsatisfactory, we will consider your feedback and a representative from that unit will be in contact within 20 days to advise you:
- the outcome of the issue raised and any action we took
- the reasons for our decision
- the remedy or resolution/s that we have proposed or put in place.
As an agency of the Department of Customer Service (DCS), Fair Trading adopts the DCS Complaint Handling Policy as its own. If you are unhappy with the way we have treated you, we provide a system to make sure your complaint is handled quickly and courteously. Go to the DCS complaints page or phone 13 32 20 for more information.
How to provide feedback or make a complaint about our service
Write to us at:
Email - nswfairtrading@yourfeedback.nsw.gov.au
NSW Fair Trading Customer Feedback
PO Box 972
Parramatta NSW 2124
Call us on 13 32 20
Aboriginal enquiry service
Freecall: 1800 500 330 (and ask to speak with an Aboriginal person, if you wish).
Language assistance
Telephone: 13 14 50 and ask for an interpreter in your language.
Hearing or speech impairment
You can contact us through the National Relay Service.
If you are not happy with our response
You can contact the Commissioner for Fair Trading.
PO Box 972
Parramatta NSW 2124
If you are still not happy with the response, you can contact the NSW Ombudsman.
Level 24
580 George Street
Sydney NSW 2000
Tel: 9286 1000