Property complaint form

NSW Fair Trading runs a free, voluntary complaint service for tenancy, real estate and property disputes that the parties have not resolved themselves. A Fair Trading officer contacts each party and gives information to help them reach agreement, but cannot make binding orders, enforce payment or inspect a property to decide who is at fault. Fair Trading aims to finalise most complaints within 30 days. This form (version 07-2022) covers residential tenancies, property valuations, retirement villages, residential parks and land lease communities, strata, real estate sales, conveyancing and short-term rental accommodation. Complaints can also be lodged online.

When you need it

• You have a dispute with a landlord, tenant, agent, strata body, retirement village operator, conveyancer or other property party and have already raised it with them.
• You prefer to post a paper complaint rather than use the online form.
• Not for bond disputes: the form says to apply directly to the NSW Civil and Administrative Tribunal. Fair Trading also does not handle commercial or retail lease disputes, or suspected illegal activity.

1. 1

   Section 1: applicant details

   Give your name, residential address, phone numbers, email and the time of day you prefer to be called.

2. 2

   Sections 2 and 3: the other parties

   Tick who the dispute is with, who is lodging it and what type of matter it is, then give the business or contact name and details of the other party.

3. 3

   Section 4: property details

   Give the property address, say whether you have already lodged a claim with NCAT, and whether another service or agency has helped you.

4. 4

   Section 5: dispute details

   Briefly outline the dispute (attach extra pages if needed), say whether you have discussed it with the other party and their response, and state the outcome you want.

5. 5

   Section 6: declaration

   Sign and date the declaration that the information is true. The form can be filled in Adobe Reader; if a cross appears in the digital signature field, sign by hand in the space provided.

• Post the form to NSW Fair Trading, PO Box 972, Parramatta NSW 2124, or lodge the complaint online. You can also call 13 32 20.
• Attach copies (not originals) of the agreement or contract, relevant correspondence and notices, any reports, and supporting material such as photos, bank statements and receipts.
• There is no fee for the complaint service.
• If the complaint is not resolved, Fair Trading will suggest independent advice or an application to NCAT, which can make binding orders.

• Contact the other party before lodging, and give them a reasonable time to fix the problem. Fair Trading expects this first.
• Keep your outline short and factual and say clearly what outcome you want. Fair Trading cannot order either party to do anything.
• Strata disputes may be referred to Fair Trading's free strata and community mediation service. Retail tenancy disputes go to the NSW Small Business Commissioner.