Holiday parks complaints and enquiries
Find out what you can do if you have a complaint or enquiry about holiday parks (long term casual occupancy agreements).
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 occupation agreement or speak to the park owner to help you work through any dispute.
Know your rights
The Holiday Parks (Long-term Casual Occupation) Act 2002 requires all arrangements to be in writing and for certain items to be included in the occupation agreements. The agreement is used for leaving vans in a caravan park for occasional recreational use.
You can get an occupation agreement if you are:
- a park owner
- an occupant.
It is always best to refer to your occupation agreement to help you understand how to resolve your dispute.
Disposing uncollected goods
The Uncollected Goods Act 1995 allows the disposal of goods left behind or abandoned by an occupant or resident at the end of an agreement.
Visit uncollected goods for more information on the rules for disposing goods.
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 owner can resolve your problem. You should also listen to any possible solutions from the other occupant as well. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the owner or other occupant 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.
How Fair Trading handles your complaint
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.
You can read about how we deal with a complaint by visiting our 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
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 and 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.