Products or services and product safety
Find out what you can do if you have a complaint or enquiry about a product or service including repairs, refunds, replacements or a product safety report.
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.
Buying products and services
Under Australian Consumer Law, most products and services bought in Australia come with automatic consumer guarantees that the product or service you purchased will work and do what you asked for.
Find out more information on the topics below to better understand your rights:
Product safety
You have the right to expect that any goods you buy are safe, including:
The Australian Consumer Law requires safety standards to be met before certain goods are sold. These standards include:
- the way the goods are made
- what they contain
- how they work
- the tests they need to pass, or
- any warnings or instructions to be included with the goods.
Talk it over
If something goes wrong and you have an issue with a product you have purchased, 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 business can resolve your problem. You should also listen to any possible solutions from the business as well. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the business about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to the other party
- be polite and professional.
If you have resolved an issue that relates to the safety of a product or service, you should:
- let the supplier know about the issue
- report the issue to NSW Fair Trading by calling 13 32 20
- report the matter to Product Safety Australia.
By law you must report any electrical accident where medical treatment is required. Call your electricity provider or contact Fair Trading on 13 32 20
Making a complaint
When making a complaint about products or services, you should include:
- copies of any receipts or proof of purchase
- copies of any reports you may have that indicate a product or service has failed
- copies of any correspondence with the business, where you have tried to resolve the dispute
- copies of any other relevant documents.
How Fair Trading handles your complaint
Find out how we can help with your matter by visiting our general complaint handling page.
Your complaint will be reviewed to find 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.
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
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
General complaint form (PDF 975.32KB)
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.