Charitable fundraising complaints and enquiries
Find out how to make a complaint or enquiry about charitable fundraising.
End of year reduced hours
From Monday, 23 December 2024 to Friday, 3 January 2025, we will be operating with reduced services. You may experience some delays if you lodge a complaint during this time.
If you require urgent assistance or advice, please call us on 13 32 20.
Before you make a complaint
Authorised fundraisers in NSW must have a mechanism that will properly and effectively deal with complaints made by members of the public and grievances from employees in relation to fundraising activities. Your first step in resolving a dispute should be to approach the fundraiser.
Know your rights
There are rules when raising money or asking for donations of clothes, food or other items for the purpose of public or community benefit in NSW. The purpose must be clearly defined and will inform the public how funds and items will be distributed and who will benefit.
Visit our charitable fundraising page to learn more about the requirements in NSW.
How Fair Trading handles your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint,
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
You can read about how we deal with a complaint by visiting our general complaint handling page.
Lodge a complaint
If you suspect something is wrong with the operation of a fundraiser or an appeal, you should alert NSW Fair Trading right away.
Online complaint form
If you cannot resolve your matter, submit your complaint by using our 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
- Provide this information - including your personal contact details - to the trader 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
Post your complaint form (PDF 975.32KB) and documentation 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.
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
- Provide this information - including your personal contact details - to the trader 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.
If you require help in another language, please contact the Telephone Interpreter Service on 13 14 50
TTY (02) 9338 4943