PARTNER KNOWLEDGE CENTRE
Contact Support
Find the right support route, prepare the details that could assist the NREW Team and submit your request through the Partner Support form.
Support options
Start with the most relevant route.
The Knowledge Centre and Partner Dashboard may contain the information you need. Where further assistance is required, the support form provides a direct route to the NREW Team.
Knowledge Centre
Explore guidance covering referral links, commissions, collections, downloads and common Partner processes.
Partner Dashboard
Review your account information, referral activity and commission records before submitting a request.
Support request
Use the Partner Support form when an issue requires review or when you need assistance from the NREW Team.
Submitting a request
A straightforward four-step process.
Including clear and relevant information could make it easier for the team to understand the issue and decide what to review.
Open the form
Visit the existing Partner Support page and open the support request form.
Select a category
Choose the category that most closely reflects the subject of your request.
Add the details
Describe what happened, where it happened and what you were trying to do.
Submit the request
Send the completed form and look for the on-screen confirmation message.
Useful information
Details that could assist the review.
You do not need to provide unnecessary personal information. Include only the details that are relevant to the request.
What to include
Include the name of the page, dashboard area, download or feature.
A short description could provide useful context for the request.
Describe the result, including any unexpected behaviour.
Include the wording of any warning, confirmation or error message.
Request priority
General questions, guidance requests or matters that do not prevent access.
An issue affecting a Partner task, resource or part of the account.
A time-sensitive issue or a problem preventing access to an important Partner function.
Selecting the most appropriate priority could assist with the initial review.
Support availability
Office hours and request priority.
Partner Support is available during normal office hours. Urgent requests may receive priority where the circumstances and available information indicate that this is appropriate.
After submission
Look for the confirmation message.
The confirmation indicates that the form has been received by the support system.
Your request has been submitted.
After a successful submission, an on-screen message should confirm that the request has been sent and that the NREW Support Team will be in touch.
Common questions
Partner Support FAQs.
Open a question below for further guidance.
Where is the Partner Support form?
The form is available on the existing Partner Support page at /partner-support/.
What should I include in my request?
Include the relevant page or feature, what you were trying to do, what happened and any message displayed.
What are the support hours?
Partner Support is available Monday to Friday from 9.00am to 5.00pm, subject to applicable closures.
Could an urgent request receive priority?
Urgent requests may be prioritised where appropriate. Selecting urgent priority does not guarantee an immediate response.
How will I know the request was sent?
A confirmation message should appear on screen after the form has been submitted successfully.
Could I request a new creative or resource?
Yes. Select the most relevant category, describe the resource you would like considered and explain the intended format or use.