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NSW Fair Trading Complaints Register

Posted on : Friday, 10 February 2017

In January 2017, Fire Protection Association Australia (FPA Australia) Workplace Relations provided a summary of a report issued by the Australian Competition and Consumer Commission (ACCC) which indicated that fewer complaints and enquiries were made by small and medium sized business compared to the previous six months.


This News Article provides some information on what the NSW Department of Fair Trading is undertaking with respect to what is classed as a complaint, how NSW Fair Trading deals with complaints, and the limitations of NSW Fair Trading's complaints data. This information can be found in the "Complaints Register Guidelines" on the Department's website and which source is seen below.


The following is an extract from an article available from the Department.



The NSW Fair Trading Complaints Register lists businesses that are the subject of ten or more complaints to NSW Fair Trading in a calendar month. Businesses are listed according to their public and recognisable 'trading' or 'brand' name.


The Complaints Register is updated monthly in the second half of each month. The collection of data for the purposes of the Complaint Register commenced on 1July 2016 and the first Register was published on 25 August 2016.


From September 2016, the data published on the Register includes the geographic location of businesses. All locations are in NSW unless otherwise specified on the Register.


What Information is included on the Register?

Only complaints considered by NSW Fair Trading to have been made by a real person, relating to a real interaction with a business will be listed on the Register.


Information listed on the Complaints Register includes:

  • Name of the business (the recognised business/brand name);
  • Number of complaints received by Fair Trading about the business in the last month;
  • The product group complained about.

Why have a Complaints Register?

The Department answers this question, identified on its webpage, by indicating that in the 2015-2016 financial year, NSW Fair Trading received over 50,000 complaints. Making some complaint information publically available provides businesses with an incentive, says the Department, to provided better customer service and helps consumers make more informed decisions about where to shop.


The Complaints Register is established under s. 86AA of theFair Trading Act 1987(NSW).