Customer service standards

Our service guarantee

We are committed to providing excellent service to our customers (that is, consumers and traders of NSW). You can access our information and services through this website, the Service NSW website or by calling us on 13 32 20.

Our response time

We aim to answer 60% of all telephone enquiries within 60 seconds. If you write to us, we will respond as quickly as possible.

Complaint handling and dispute resolution services.

We aim to finalise 85% of general consumer complaints or disputes within 30 working days for complaints. In other cases, we contact the parties within 30 working days for complaints to advise of the actions being taken.

Licences

After receiving all the relevant information from an applicant and other agencies, we aim to issue a licence within 30 working days. Some licence types may take additional time. This is due to the checks we need to complete with external agencies.

We aim to issue licence renewals within 14 working days. This is not the case if we receive a disclosure or statement that an applicant may not be fit to continue the business.

Rental bond refunds

Provided both parties have agreed, bond refunds are usually deposited to a bank account within 2 working days. In cases where the Bond Service is required to notify either party to a bond, refunds are generally issued within 20 working days. For more information about bonds, call 13 32 20.

Registrations of incorporated associations

Approved applications for name reservation and registrations are processed within 5 business days.  

Completed annual summaries of financial affairs (Form A12) are processed within 10 business days.

Co-operative registrations

Registration of a new co-operative is processed within 28 days of all documents being received by Registry Services. 

Feedback and complaints about NSW Fair Trading

If you have a complaint or compliment, please contact us.