Support Hub

I would like to access a BASIX certificate that was generated prior to 28 March 2009. How do I do that?

BASIX certificates that were generated prior to 28 March 2009 are not available within your NSW Planning Portal account. To obtain a copy of this certificate, please email [email protected] and include “Retrieve BASIX certificate” in the subject line.

I cannot access my “in progress” application (project). Where can I view it?

You can access “in progress” projects last accessed on or after 1 January 2021 from the Active work tab on the NSW Planning Portal. Note: Any projects last accessed before 1 January 2021 were not migrated to the NSW Planning Portal and are unable to be accessed. Please start a new BASIX application for your proposed development.

I cannot access my migrated completed BASIX certificates (projects). How can I view them?

When the BASIX service was transferred to the NSW Planning Portal, some completed projects were also migrated across.

All completed BASIX certificates (projects), including those you have archived, are located in your BASIX historical work folder. 

1. Select the BASIX historical work folder from the left-hand side menu, activated by selecting the three horizontal lines.
2. The applications (projects) will be displayed on a dashboard. You can view the relevant application in read only mode by selecting the relevant unique Certificate ID or site address.

I have created an account, but I cannot access my application. What should I do?

An application can only be accessed in the NSW Planning Portal by the creator of that application.

You may have received an email notification about the application as you are the owner/applicant, but you will be unable to access the application unless you created it or have been nominated as the payer. Note: If you have been nominated as the payer within the application form, you can access the application using the search functionality within the Portal.   

The best option is to talk to the person who created the case on your behalf in the Portal (possibly your architect or a town planner) and ask them what is required of you.

Why doesn't the digital service recognise the property address I have input in my application?

When you enter an address, it will be validated against the registered address database. You must select an address from the list that is displayed. When selecting a registered address, a map will display on the right-hand side of the screen with site information including the relevant local government area (LGA) on the left.

If the address does not appear in the list, select the ‘Address did not display?’ checkbox and enter the details manually. This will disable the predictive text feature and map functionality.

I am unable to log into the NSW Planning Portal. What should I do?

If you are experiencing issues logging in, we recommend that you try to log in using a different browser, for example if you were initially trying to access the Portal using Microsoft Edge, try again in Google Chrome.

If this does not resolve the problem, we recommend re-setting your password. To do so:

1. Open the NSW Planning Portal. If possible, open in Google Chrome.
2. Click on 'My Account' in the top right-hand corner of the screen.
3. Click the 'Forgot password' link.
4. Enter the email address related to your NSW Planning Portal account and click ‘Send verification code’.
5. If you have a registered NSW Planning Portal account, an email will be sent to the nominated address with a verification code. Enter the code into the secondary verification code field.
6. Once verified, select ‘Change’ and input a new password for your account. If your password is accepted, you will be able to re-login to your account.

My verification link has expired. Can you please resend the link?

The verification link sent to you in the NSW Planning Portal account validation email, remains active for 24 hours. If you are unable to validate your account within this time period, you will need to re-create your account.

I’ve tried, but I still can’t register a NSW Planning Portal account. Who can I call?

If you have followed the steps within the How to register for the NSW Planning Portal quick reference guide, but you were unable to successfully create an account, please Contact us.

I have created a NSW Planning Portal account, but I have not received the validation email. What should I do?

When you create a NSW Planning Portal account, the system will automatically send a validation email to the email address entered. This will be sent from email address [email protected]. If it is not in your inbox, please check your junk or spam email folders.

We are unable to resend the validation email. If it is not received, please add the email address [email protected] to your contact list and register once again.

What is the best internet browser and device to use for the NSW Planning Portal?

To access the NSW Planning Portal (the Portal), you will need to be connected to a reliable internet connection as it is a web-based tool.

It is recommended to use Google Chrome version 66.0 or higher. Other browsers that support the Portal are:

• Safari
• Mozilla Firefox
• Microsoft Edge 44.0

Please note, in 2022 Microsoft discontinued support for IE 11 and lower versions. As a result, Internet Explorer is not supported by the Portal.

You can now view the Portal on the following compatible mobile devices, but most services are optimally viewed on a desktop browser:

• Google Android OS devices
• Apple OS devices
• Windows OS devices (Microsoft Edge)

If you are having trouble accessing the Portal, please Contact us.