Short term rental accommodation

If you are experiencing issues with a Short-Term Rental Accommodation (STRA) provider, this page explains how to check compliance and lodge complaints. STRA properties in the City of Coffs Harbour can operate for up to 365 days per year if they meet all relevant standards.

In some cases, the City may consider reducing this limit to no fewer than 180 days per year where there is clear evidence of land-use conflict.

While planning approval is not required for STRA, the City actively monitors compliance. Investigations may occur where there are reports of unauthorised building works, fire safety breaches, or other non-compliance issues. Enforcement action will be taken if STRA activity causes significant impacts or breaches state requirements.

Issues outside the City’s authority and who to contact

The City does not handle:

• Disputes between guests and hosts (e.g., booking cancellations, refunds).
• Issues relating to cleanliness, amenities, or guest experience.
• Complaints that have not first been addressed through direct communication with the neighbour or host.
• Breaches of the STRA Code of Conduct.

For these matters, contact the appropriate authority:

NSW Fair Trading / ServiceNSW

Responsible for enforcing the STRA Code of Conduct and resolving disputes between hosts and guests.

• When to contact: Breaches of the Code, such as anti-social behaviour, misleading property details, or disputes over bookings.
• How to contact:
• • Call 13 77 88 (Mon–Fri, 7 am–7 pm AEST) or 1300 305 695 for STRA-specific inquiries.
  • Lodge complaints online through the NSW Fair Trading website.
    Short-term rental accommodation complaints and enquiries | NSW Government

Owners corporations

Manage compliance with strata by-laws.

• When to contact: Issues relating to strata rules, such as whether STRA is permitted in the building.
• Key powers: Owners Corporations may adopt a by-law (with 75% approval) banning non-hosted STRA in lots that are not the host’s principal residence. They cannot restrict hosted STRA where the host lives in the property.
• How to contact: Speak with your strata manager or committee for enforcement of by-laws.

Other authorities

• NSW Police: For urgent or after-hours disturbances, such as loud parties or anti-social behaviour.
• Legal Aid NSW or Private Mediation Services: For assistance with dispute resolution when direct communication has failed. Legal Aid provides free guidance and pathways for mediation, while private mediation can be arranged through accredited providers.

Local Courts: For applications such as Noise Abatement Orders when other resolution steps have not resolved the issue.

When the City will investigate

The City will investigate complaints that involve:

• Unauthorised building works or structural changes to a STRA property.
• Fire safety breaches or failure to meet mandatory safety standards.
• STRA activity causing significant land-use conflict or breaches of NSW planning rules.
• Persistent noise complaints that have followed the required resolution steps.

How to lodge a complaint with the City

If your concern meets one of the above criteria, you can lodge a complaint with the City of Coffs Harbour:

• Phone: 02 6648 4000 call us 24/7 if urgent

• Email:coffs.council@chcc.nsw.gov.au

• In person: Customer Service Centre  -  

  Yarrila Place, Level 1, 27 Gordon Street, Coffs Harbour NSW Australia 2450
  Monday to Friday, 9.00am – 3.30pm

You do not need approval from the City of Coffs Harbour to operate Short-Term Rental Accommodation (STRA). However, you must register with the NSW Government before offering your property for short-term stays.

Registration requirements

• STRA Register: All STRA properties must be registered via the NSW Planning Portal and display their PID-STRA number on listings.
• Exempt Development: STRA is considered exempt development under the NSW Housing SEPP, meaning local consent is not required if state requirements are met.

Property standards

• The property must be lawfully constructed for residential use and comply with the STRA Fire Safety Standards, including interconnected smoke alarms, evacuation diagrams, and fire extinguishers.
• If the property is part of a strata scheme, the Owners Corporation by-laws must permit STRA.

Code of conduct

All hosts must agree to follow the mandatory NSW STRA Code of Conduct as part of the registration process.

Prohibited accommodation types

STRA is not permitted in:

• Boarding houses, seniors housing, rural workers’ dwellings, ecotourist facilities, hostels, camping grounds, caravan parks, moveable dwellings, group homes, refugee or crisis accommodation.
• Tourist and visitor accommodation, including serviced apartments.

For full details, refer to the City of Coffs Harbour STRA Fact Sheet(PDF, 2MB) and the NSW Planning Portal.