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 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.
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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.
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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.
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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.