Live and automated web chat

This program is a key component of the strategy to deliver on the Digital NSW priority of improved customer experience of government services.

A live web chat service has been implemented on the Fair Trading website for seven of the most visited pages for consumer enquiries relating to:

  • tenancy
  • buying products and services
  • building and renovating
  • strata and community living
  • buying and selling property
  • buying services.

A customer also has the option to interact with a chatbot service to get information for simple enquiries for Tenancy, and Buying Products and Services, 24 hours a day 7 days a week.

If a customer still requires further information, the chatbot can then connect them to a live web chat operator during business hours for these topics. A strong demand for the service is already being received along with excellent customer feedback.


For customer service enquiries, please contact us online or call 13 32 20 between 8.30am and 5pm Monday to Friday.

You can see the web chat in action on the Fair Trading website at:

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