Resolving your property, product or service dispute
If you cannot resolve your dispute, let NSW Fair Trading know so we can help you resolve your issue or find the right organisation that can assist.
Sometimes, after talking it over you cannot resolve a problem and the next steps you can take, include:
- getting more information about your rights or responsibilities, or
- find out who is responsible for the industry or practice you are having difficulties with.
Many businesses have their own internal complaint resolution body and may be able to:
- assist you to resolve your complaint
- provide you with advice.
Give us a call if you are not sure if there is an industry association that can handle your dispute.
How to resolve a dispute
Before contacting Fair Trading, it is important you give the business the opportunity to fix the problem.
Three steps to resolve a dispute
Check your contract’s terms and conditions
Before you talk to the business about your problem, make sure you are clear on the contract’s terms and conditions. For example, the contract may tell you when you are entitled to a refund or solution.
Talk to the business
Once you’ve checked your contract, contact the business and explain the problem. If the matter is complicated and not urgent, you could write an email or letter. We have tips and sample letters to help you.
Contact an advocacy group or industry body
If you’re unable to resolve the matter with the business, there are advocacy groups who can help resolve disputes. If they exist, an online search is a quick way to find them.
The role of Fair Trading in disputes and complaints
Fair Trading provides information to customers and traders to help them resolve disputes. When disputes can’t be resolved, you can submit a complaint to us.
What happens when a complaint is made?
The complaint will be reviewed to decide:
- what the issues are
- what options will help resolve the complaint
- if a law has been broken
- if the matter would be better handled by another organisation.
If it's better for the matter to be handled by another organisation, we will tell you which organisation and provide you with contact details.
Making a complaint
When making a complaint, you should include:
- details of the issues you are experiencing
- copies of any correspondence that shows how you have tried to resolve the matter.
How NSW Fair Trading will handle 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 lodge a complaint:
Online
If you cannot resolve your matter, submit your complaint by using our form.
By mail
Post your complaint form and documentation to:
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 between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.