Our vision
Our vision is a ‘fair and safe marketplace for goods, services and homes in NSW’.
This vision is driven by our regulatory role in NSW to protect and empower consumers while ensuring that businesses operate with a framework of fairness and transparency.
Our strategic outcomes
Strategic outcomes have been developed to deliver on our vision and represent NSW Fair Trading’s core guiding principles in our role as both a market regulator and a consumer protection agency.
Consumers are informed, empowered and their rights are protected
Every person in NSW deserves to be aware of their rights, be empowered to resolve issues with traders and have their rights protected when things go wrong.
Businesses are informed, compliant and accountable
NSW has a vibrant, varied and thriving business community – business owners need to be aware of their responsibilities, compliant with legislation and accountable for their dealings with customers.
NSW Fair Trading is trusted and effective
Trust and effectiveness are crucial for any regulator. As the state regulator, NSW Fair Trading focuses its capabilities and resources on action that best promotes fairness and transparency, and addresses conduct that is anti-competitive or harmful to consumers or business.
How will we achieve this?
Clear and customer-centric services
It is important for us to be clear on our role and how we can deliver meaningful services and outcomes so the people of NSW can understand their rights and responsibilities, and easily seek the support they need.
We do this by:
- being clear on what we offer and how we can help
- setting and upholding service level expectations
- embodying a customer-centric approach to service.
Focusing on the greatest risks and harms
With finite resources, we focus on minimising the highest risk harms by:
- being intentional about how we deliver regulatory activities
- setting annual regulatory priorities
- demonstrating results and progress.
Connecting with and listening to our communities and stakeholders
NSW Fair Trading continues to build and sustain two-way relationships with consumers and traders, fostering an active feedback loop so we can improve our service delivery.
We do this by:
- listening and learning to tailor our approach to ensure accessibility
and inclusivity - publishing our actions, results and insights
- proactively informing and educating on rights and responsibilities.
Using data and evidence to inform decisions
To focus our work in the most impactful way, we use data to identify the greatest risks and harms and target compliance efforts toward high-risk traders.
We do this by:
- ensuring our data is secure, relevant and reliable
- developing insight-driven approaches and actions
- measuring how we make a difference.
