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
Where more appropriate, refer this matter and that information to the other party 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.
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If a valid email address is provided in your form, Fair Trading will email you a reference number
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If you are experiencing difficulties in lodging an online complaint you may need to download the complaint form and follow the instructions.
If you would like further information or assistance, please call us on 13 32 20.
NSW Fair Trading offers a complaint handling service that aims to help homeowners and builders (or other parties) reach an agreed outcome.
Fair Trading has a range of options available to assist in achieving an outcome to building complaints. However, it is important to understand that only a court or tribunal can make a legally binding order on a trader. If an agreed outcome is not achieved, we will provide you with options to further pursue your matter.
We aim to finalise most complaints within 30 days. However, this timeframe may vary if the complaint is complex or the parties are unwilling to co-operate with each other.
We can assist with complaints about:
building, renovating or trade work done to your home; or
specialist trade work (i.e electrical wiring, plumbing, gas fitting and air conditioning/refrigeration) done in a residential or commercial building;
Where the work:
is incomplete or defective
does not comply with the warranties the law provides for building work;
was completed within the time periods set out under the law for warranty actions;
We cannot assist with complaints if:
the warranty periods have expired;
you refuse to allow the builder onsite;
the builder (and developer of multi-storey apartments) is/are insolvent;
it is about contractual terms (not related to workmanship and quality); and
it is about your neighbour – unless a builder has caused damage to your property
If you are unsure about whether Fair Trading can assist, please proceed with your complaint lodgement and we will assess your circumstances and advise whether we can provide help.
To help us assess your complaint....
Please read building complaints for further details on who can submit a complaint and the supporting document required.
Please attach only the relevant parts of documentation that support your complaint and include the steps or action taken to resolve the matter directly.
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