Support Hub

I am the new owner of a property and would like to register it as Short-term rental accommodation (STRA). I am unable to do so as it is already registered. How do I transfer the registration to myself?

To transfer a STRA registration, the previous owner will need to de-register the current registration, allowing you to create a new property ID.

Note: If there are future bookings linked to the property ID, these will need to be cancelled prior to the previous owner de-registering the property.

For more information, on either the de-registration or registration of a STRA property, please view the Quick Reference Guides on the NSW Planning Portal.

I cannot upload or publish a document on a planning proposal. Why is this occurring?

If you are a DPIE user and are unable to upload or publish a document on a planning proposal, the case may be assigned to council.

We recommend that you contact the council, who can upload or publish the document on your behalf.

An applicant selected that they have a BASIX certificate in their application form, but they do not. The Portal is now requiring that a BASIX Certificate be provided as part of the Construction and Occupation Certificates. What can they do?

There is a system validation where a BASIX Certificate will need to be uploaded if the applicant answers Yes to the question “Do you have a BASIX Certificate?”. The selection of “yes” on the development application form will also identify a BASIX Certificate as a mandatory required for the related Construction and Occupation Certificate applications as they are linked applications.  

When reviewing a submitted development application or complying development application, please ensure that the content within the application is correct prior to lodgement. You will be unable to amend this information on the Construction or Occupation Certificate applications without contacting customer support. 

When issuing a BASIX completion receipt, I input the BASIX certificate reference number and the service advised that the postcode of the development does not match. What do I do?

When issuing a BASIX completion receipt, the postcode for the development address needs to be the same in the BASIX certificate and the Occupation Certificate application.

If the postcode for the development address is different, the BASIX certificate will need to be revised to display the address used on the Occupation Certificate application.

How do I locate a BASIX certificate or BASIX completion receipt?

To access a BASIX certificate or completion receipt that you have issued, use the advanced search option within the NSW Planning Portal. You can access this functionality by:

1. Click on the three horizontal stripes in the top left-hand corner of the screen to open the menu.
2. Select “Advanced search” and select BASIX from the dropdown menu.
3. Enter the BASIX certificate or completion receipt number and click search.
4. The results will populate in a table. Click on the BASIX certificate or completion receipt number to download the document/s.

For more detailed instructions, view the Locate BASIX Certificate and Completion Receipt quick reference guide.

I used to issue a BASIX completion receipt within the BASIX service, where do I perform this function now?

Previously certifiers would issue a BASIX completion receipt within the BASIX tool. This functionality is now part of the related Occupation Certificate workflow. Staff members will require a NSW Planning Portal certifier or council account and be assigned to the Post-Consent Certificate service to be able to perform this function. 

To issue a BASIX completion receipt: 

1. Log into your NSW Planning Portal certifier account. 
2. Open the Occupation Certificate application related to the BASIX completion receipt you would like to issue. 
3. Select “Issue BASIX Completion Receipt” from the actions menu. 
4. Enter the BASIX certificate number/s and final inspection date/s. 
5. Enter the certifier’s registration number. 
6. Click submit to confirm the submission and issue the BASIX completion receipt.

For more detailed instructions, please view the Issue a BASIX completion receipt quick reference guide. You can access this document from the knowledge management section of the NSW Planning Portal dashboard.

I no longer have access to (or have changed) the email address that was linked to my BASIX user account, and therefore did not receive the updates before the migration of the service. How can I access my BASIX certificates?

BASIX applications (projects) and certificates were migrated, where applicable, to the NSW Planning Portal using the email address registered with the old BASIX tool.

If you no longer have access to that email address, you will need to raise a support request for investigation. To do so, please email [email protected] and provide the following information:

• Contact name (first name and last name)
• Contact phone number
• BASIX username
• Email address linked to BASIX user account
• Email address linked to the NSW Planning Portal account.

How can I get a BASIX application transferred to me from another BASIX user?

If you need to transfer a BASIX application from another BASIX user, both the existing owner of the application and yourself will need to complete the Authorisation to transfer BASIX project files form. Once completed email the form to [email protected], with the subject heading ‘BASIX application transfer’.

Note: Requests to transfer a BASIX project can only be completed if there is an existing NSW Planning Portal applicant or developer account to transfer the project to. Customers should create a Portal account that projects can be transferred to then make the transfer request.

I would like to generate a BASIX certificate, but I do not have that option. What can I do?

To create and generate a BASIX certificate you will need one of the following NSW Planning Portal account types:

• Applicant for Development Application, Complying Development Certificate, Smart Places, State Design Review Panel, Activation Precinct Certificate, or
• Developer.

I would like to view a BASIX Completion Receipt generated before 28 March 2009. How do I do that?

BASIX Completion Receipts generated prior to 28 March 2009 are not available within your NSW Planning Portal account. To obtain a copy of an older receipt (generated on version 0 or 1), please email [email protected] and include “Retrieve BASIX Completion Receipt” in the subject line.