Support hub
Step-by-step instructions, frequently asked questions, video tutorials and TAFE NSW training modules.
End of year and New Year office closure
From close of business on Wednesday 24 December 2025 until start of business on Monday 12 January 2026, there will be reduced staffing within the NSW Planning customer support team. Please note, support will be unavailable on the public holidays (25, 26 and 27 December 2025 and 1 January 2026). We encourage you to review available support materials below prior to contacting the support team.
Note: Councils, certifiers and other state agencies will also have office closures at this time. As a result, there may be some delays processing your application. The status of your application can be viewed on your NSW Planning Portal dashboard.
1. enter a keyword and select 'Enter' on your keyboard
2. select relevant filter/s from the options on the left-hand side of the screen below. Note: The top 4 options have been displayed for convenience. You can expand the list by selecting the ‘Show all’ hyperlink under the relevant filter/s. Once filters have been applied, select ‘Apply filters’ to view the refined listing. Select ‘Reset’ if you want to search again.
I have created an account, but I cannot access my application. What should I do?
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?
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?
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:
- Open the NSW Planning Portal. If possible, open in Google Chrome.
- Click on 'My Account' in the top right-hand corner of the screen.
- Click the 'Forgot password' link.
- Enter the email address related to your NSW Planning Portal account and click ‘Send verification code’.
- 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.
- 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?
I’ve tried, but I still can’t register a NSW Planning Portal account. Who can I call?
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?
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?
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.
How can I get a refund for a BASIX certificate?
How can I get a refund for a BASIX certificate?
Whilst the Department may, under some circumstances refund the fee paid on a BASIX certificate, the Department is not required to provide a refund. A BASIX certificate is a legal document, the issue of which is the delivery of the service for which the fee is payable. A user is not entitled to receive a refund on the basis that they have simply changed their mind.
If you wish to apply for a refund, please email your details and reason for the request to [email protected] and the appropriate refund information will be sent to you.
Please note that any refunds, if provided, may be subject to an administration charge.
Is there a fee to revise an issued certificate?
How do I pay for a BASIX certificate?
How do I pay for a BASIX certificate?
The fees related to BASIX certificates must be paid within the NSW Planning Portal via a secure payment gateway. The BASIX certificate will be unable to be generated until this payment has been made.
You can pay by credit card (Mastercard or VISA), BPay, PayPal or bank transfer. You cannot pay via cheque or cash.
Merchant fee varies with the selected payment option and will be added to the actual fee payable.