Lodge a general consumer complaint

Introduction

If you're a consumer or trader involved in a dispute relating to goods or services, and you've been unable to resolve the matter privately, you can seek advice from, or lodge a complaint with, NSW Fair Trading. They'll act as an informal negotiator, at no charge.

You can lodge both general complaints and specific complaints online.

Eligibility

Any person can lodge a complaint, however NSW Fair Trading is not able to intervene in business to business complaints, where the issues concern goods or services that are to be onsold.

If you run a small business, visit the Small Business Commissioner website for help with resolving a dispute.

What you need

• your name and contact details
• name and contact details of the retailer, supplier or dealer you are complaining about
• details of the goods or services in dispute, including dates, manufacturers/models, costs and the method of payment
• details of your complaint, the resolution you have suggested or any offers made
• what you would like the retailer, supplier or dealer to do for you
• a copy of receipts, contracts, correspondence or other relevant supporting information (if applicable).

How to lodge

1. Select the 'Lodge online' button.
2. Gather the information and documents needed.
3. Complete the online application form (allow about 30 minutes).

If you do not wish to lodge online you can:

1. Download and complete the General complaint form – PDF.
2. Gather your supporting information and documents.
3. Lodge your complaint at a Service NSW Centre or by post to the address on the form.

More information

• You'll need to read and confirm the declaration that the information is accurate and may be provided to the retailer, supplier, dealer, agent or landlord for the purposes of resolving the dispute.
• For more information, visit NSW Fair Trading.