Real estate, strata and property management complaints and enquiries
NSW Fair Trading provides a free complaint service to help resolve disputes that involve a property industry professional. Find out how to make a complaint or enquiry about a property professional.
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
Refer to the by-laws and check the strata community rules and discuss with the committee or refer to your agency agreement where relevant.
Know your rights
Find out more information on how to request repairs and resolve any issues within a strata scheme. Understanding the role of the owners corporation and the strata manager will help you resolve any issues.
Things to remember
After you have contacted the strata manager about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to property professional
- be polite and professional.
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Find out more information on property management, buying and selling property. Knowing what is expected of a real estate agent will help you understand how to resolve any issues.
Things to remember
After you have contacted the real estate agent or property professional about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to property professional
- be polite and professional.
You might also be interested in
Talk it over
If something goes wrong and you are experiencing an issue, we have some tips on how you can amicably resolve the issue.
Suggest a resolution to your problem
It is important that you calmly, clearly and logically explain your problem.
Discuss ways in which the strata manager or real estate agent can resolve your problem. You should also listen to any possible solutions offered. This could result in a mutually agreeable outcome.
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 use our voluntary complaint service if you cannot resolve your property issue yourself. We can help if your dispute relates to:
- strata living and strata managers
- sale or purchase of property or stock in NSW and real estate agents
- property management and real estate agents
- conveyancers.
Fair Trading also offers a free strata mediation service for disputes governed by strata law. Mediation brings both sides together to talk about the issue and help them to try and reach an agreed settlement. Mediators are neutral and don’t take sides. Find out what help is available if your dispute relates to strata.
Lodge a complaint
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.
Make a complaint by mail
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Property complaint form (PDF 1.02MB)
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 make an enquiry using our property and housing enquiry 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.