Support Hub
Step-by-step instructions, frequently asked questions, video tutorials and TAFE NSW training modules.
Our aim is to make it easier for you to access information to help you use the NSW Planning Portal. How did we do? Provide your feedback on the support hub.
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 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?
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?
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.
How to upload Land and Environment Court documents
I would like to generate a BASIX certificate, but I do not have that option. What can I do?
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.
How to appoint a principal certifier
I would like to view a BASIX Completion Receipt generated before 28 March 2009. How do I do that?
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.
I would like to access a BASIX certificate that was generated prior to 28 March 2009. How do I do that?
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?
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.
How to subscribe to alerts on planning proposals
I cannot access my migrated completed BASIX certificates (projects). How can I view them?
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.
- Select the BASIX historical work folder from the left-hand side menu, activated by selecting the three horizontal lines.
- 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.