Short-term rental accommodation complaints and enquiries
Find out how you make a complaint or enquiry about the short-term rental accommodation code in NSW.
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
We encourage everyone to attempt to resolve the matter in the first instance, by contacting the relevant party. This includes talking to the guest or host about your concerns.
Know your rights
The mandatory Code of Conduct for the Short-term Rental Accommodation Industry (the Code) aims to manage:
- anti-social behaviour
- amenity impacts (including in shared facilities such as pools and gyms)
- other issues experienced by neighbours and communities.
The Code imposes obligations on all industry participants including:
- hosts
- facilitators (authorised representative of a host)
- guests
- letting agents
- booking platforms.
Application of the Code
The Code applies only to short-term rental accommodation in residential premises in NSW. The Code does not apply to accommodation venues such as:
- hotels
- motels
- backpackers’ accommodation
- holiday parks
- boarding houses.
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 guest or host can resolve your problem. You should also listen to any possible solutions from the other party as well. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the other party 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
You can make a complaint with Fair Trading if you believe that the Code has been breached.
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.
Depending on the nature of the complaint, Fair Trading may request further information such as:
- photos
- security camera footage
- police statements, or
- other relevant documentation.
Where the matter relates to a contravention of other laws, it may need to be dealt with by another organisation, such as NSW Police, local council or, in the case of a strata or community scheme, the owners corporation.
Matters that may be referred include:
- ongoing noise
- vandalism
- assault
- theft
- parking issues
- breaches of by-laws in a strata or community scheme.
If Fair Trading is unable to assist with a matter, we will notify you.
Find out how we can help with your matter by visiting our short-term rental accommodation complaints 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 real estate 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.