NCAT Online Application: How to File a Consumer Claim Step by Step

Setting Up Your NCAT Online Account

NCAT Online Services is the primary way to lodge a consumer claim in New South Wales. You'll find it at ncat.nsw.gov.au under "Apply Online."

Before you can file anything, you need to create an account. The NSW Online Registry requires 100 points of identification — similar to opening a bank account. Have your driver's licence or passport ready, plus a secondary document like a Medicare card or utility bill. The verification process is automated, but it can take a few minutes, and some applicants hit snags if their name doesn't match exactly across documents.

Once your account is active, you can start, save, and submit applications. A saved draft has no legal status — it doesn't preserve your limitation period or count as a filed claim. Only a fully submitted and paid application counts.

Filling in the Application Form

When you select "Consumer Claim" from the dispute categories, the system walks you through several screens. Here's what each section needs:

Applicant details. Your full legal name (not a nickname), residential address, phone number, and email. If you're filing on behalf of a business, use the business's legal name and ABN.

Respondent details. This is where most mistakes happen. You need the respondent's exact legal name — not just the trading name on their shopfront or invoice. For a company, run an ASIC search at asic.gov.au to find the registered company name and ACN. For a sole trader, search ABN Lookup at abn.business.gov.au to find the individual behind the business name. Getting this wrong can make any order you win unenforceable.

Claim category. Select the specific type — general consumer claim for goods and services, motor vehicles for dealer disputes, or home building for residential construction work. Picking the wrong category can delay your application.

Claim amount. Enter the total monetary sum you're claiming, supported by a clear calculation. Don't include vague amounts for emotional distress or general damages — NCAT deals in specific, quantifiable remedies.

Orders sought. Specify what you want: a refund, a repair, replacement of goods, completion of services, or payment of a specific sum. These must align with the remedies available under section 79N of the Fair Trading Act 1987.

Factual description. Write a concise, chronological summary of what happened — when you bought the goods or services, what went wrong, what you've already done to resolve it, and why you're filing. Keep it factual, not emotional.

Supporting documents. Upload your evidence as PDF files (10MB limit per file). At minimum, attach your contract or receipt, proof of payment, photos of defective goods or work, your letter of demand and the response (or lack of one), and your ASIC company search result. You can add more evidence later, but the initial attachments strengthen your application.

Paying the Filing Fee

After completing all sections, you'll be prompted to pay the filing fee by credit card. Fees depend on your claim value:

• Claims up to A$10,000: A$64 (standard) or A$16 (concession)
• Claims A$10,001 to A$30,000: A$133 (standard) or A$33 (concession)
• Claims over A$30,000: A$344 (standard) or A$86 (concession)

Corporate applicants (Pty Ltd companies) pay double the standard rate. Concession rates apply if you hold a Health Care Card, Pensioner Concession Card, or Commonwealth Seniors Health Card — upload proof when filing.

Payment triggers formal submission. You'll receive a submission receipt, and once the registry accepts and processes your application, you'll get an official Notice of Application with a case reference number. That's when your claim is formally on the record.

Paper and In-Person Filing

If online filing isn't working for you — portal issues, ID verification problems, or no internet access — you can file on paper:

• In person at any NCAT registry (Sydney CBD, Parramatta, Wollongong, Newcastle) or a ServiceNSW centre
• By post to NCAT Consumer and Commercial Division, GPO Box 4005, Sydney NSW 2001

Paper applications need the original form plus one copy for each respondent, along with a credit card authorisation or cheque for the filing fee.

What Happens After You File

Once the registry accepts your application, NCAT issues a Notice of Conciliation and Hearing to all parties. This sets the date, time, and venue (or virtual hearing link) for your first listing. From here, your job is to prepare your evidence and get ready for conciliation.

The complete NCAT consumer claim guide covers every step from pre-filing checks through evidence preparation, conciliation, the hearing, and enforcing the order.

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