How NSW Fair Trading handles general complaints

 We help consumers and traders resolve any disputes if they are unable to reach a mutual agreement.

The complaints process

Talk it over

Read our tips on how you can resolve an issue when things go wrong.

When a complaint is made

An assessment of the complaint will determine:

• the issues in dispute and options which will help resolve the complaint
• if a breach of the law has occurred
• if the matter would be better handled by another organisation
• whether we will assist with resolving your complaint, and if not provide you with our reasoning.

We will tell you if your matter should be handled by another organisation and provide you with the appropriate contact details. 

We will:

• contact the parties to try and reach a mutual resolution 
• aim to resolve most complaints within 30 days.

For complex complaints or if the parties cannot reach a mutually agreeable outcome, this time may vary. 

If a complaint cannot be resolved

If there is no mutual agreement between the parties, we will provide options to help the parties reach a resolution that can include:

• tribunals
• other government departments, or
• independent legal advice.

If the business is in another state or territory

If you are an NSW resident and the problem with the product or service you purchased is outside of NSW, you can:

• discuss your issue with us.
• lodge a complaint.

We will follow the normal complaints process and try to resolve your issue with the trader. If we are unable to help, we will give you other options so you can pursue the matter. 

If you are not an NSW resident, you should first check with your consumer protection agency in your state or territory.

If a law has been broken

If we find a law has been broken, we will:

• inform the trader and ask them to remedy it
• consider further action to protect the consumer in certain cases.

It is important to note that the aim of this action is to prevent future problems, rather than resolving a dispute. 

Visit our investigating consumer complaints page to learn more about our complaint handling process.