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
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
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.
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
What Information is included on the
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
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
Complaints Register is established under s. 86AA of theFair
Trading Act 1987(NSW).