Buying new and used cars and motorcycles complaints and enquiries

Know your rights

Motor dealers must have a licence to sell new and used vehicles in NSW.

If you buy a new or used vehicle from a motor dealer and something goes wrong, you may be entitled to a remedy under the dealer guarantees.

For new vehicles and motorcycles the dealer guarantee ensures:

• the vehicle is free from encumbrances and the buyer will have title of the vehicle
• cover for defects that occur after purchase 
• a compensation fund to cover loss because if a dealer did not meet their obligations and the loss cannot be recovered.

For used vehicles and motorcycles the dealer guarantees applies only:

• if the vehicle is less than 10 years old and has travelled less than 160,000km, (including ‘demo’ cars)
• if the motorcycle is less than 5 years old and has travelled less than 30,000km.

You can visit our dealer guarantees and warranties and vehicle warranty and repair disputes to learn more. 

If you are a motor dealer

If you are selling cars in NSW, find out what you need to know if you are working as a motor dealer.

Talk it over

Discuss your concerns with the other party and explain the problem you have. Let the other party express their concerns or state their position.

Contact the Department of Infrastructure, Regional Development and Cities if your complaint is about:

• vehicle safety faults caused by the design of a vehicle
• a breach of a mandatory standard such as the Australian Design Rules

Check if your vehicle is affected by the Takata airbag recall. If your vehicle is affected, please refer to the Australian Competition & Consumer Commission’s recall notice.  

Making a complaint

When lodging a complaint, you should include:

• the details of the complaint
• the vehicle identification
• any related documents such as quotes, reports or invoices.

How Fair Trading will handle your complaint

Find out how we can help with your matter by visiting our vehicle warranty and repair disputes page.  

After lodging your complaint, an assessment will determine:

• the issues of the dispute and options to help resolve the complaint
• if there has been a breach of the law
• if another organisation can deal with the matter or if it will be dealt with by a NSW Fair Trading Automotive Inspector.

Lodge a complaint

If you cannot resolve your matter, submit your complaint by using our form.

Online complaint form

Make a complaint

Make a complaint by mail

Post your complaint form and documentation (PDF 672.61KB) to:

NSW Fair Trading

PO Box 972

Parramatta NSW 2124

Ask a question

If you are unable to find the information you need, you can call us on 13 32 20 between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.

Make an enquiry