Tenancy, landlord and agent complaints and enquiries
NSW Fair Trading provides a free complaint service for tenants, landlords and real estate agents to help with tenancy and property related matters or disputes. Find out how to make a complaint or enquiry about a rental property if you are a tenant, landlord or agent.
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
Make sure you read the terms of your residential tenancy or agency agreement.
Know your rights
Find out how we can help you if you have a problem with your tenancy.
Find out how we can help you if there is an issue with your written agency agreement or agent or if a tenant has caused (or permitted) damage to the property and failed to satisfactorily repair the damage without a reasonable excuse.
Find out how we can help you if a tenant has caused (or permitted) damage to the property and failed to satisfactorily repair the damage without a reasonable excuse.
Related links
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 tenant, landlord or agent can assist to resolve the problem. You should also listen to any possible solutions offered. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the tenant, landlord or agent about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to the property professional
- be polite and professional.
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 residential tenancy complaint page.
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
Ask a question
If you are unable to find the information you need, you can call us on 133 220 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.