Thousands of Queenslanders report gripes to Fair Trading in 2009
Posted by editor (editor) on Jan 02 2010
2010 >>

More than 15,000 Queenslanders lodged consumer complaints to the Office of Fair Trading (OFT) in 2009, with cars and computers, loans and lotteries, holiday accommodation and household goods among the list of top gripes.

Fair Trading Minister Peter Lawlor said there were an extra 4,000 complaints made to the OFT in 2009 than in 2008, and that he was encouraged to see even more Queenslanders standing up to make sure they get a fair deal.

"In most cases consumers who think they've been treated unfairly or ripped off discuss the issue with the business in question and try and work it out that way," he said.

"It they're not successful they contact the OFT for further help. The OFT has staff dedicated to looking into such complaint matters and it can often assist with coming to an agreement between parties.

"If breaches of the Fair Trading Act 1989 have occurred, the matter is investigated and appropriate enforcement action taken."

The top 10 most complained about products in 2009 were:

1. Credit and personal loan services 1791
2. Residential property management 635
3. Motor vehicles sales 454
4. Deposit and investment services 426
5. Residential property sales 345
6. Illegal lotteries 289
7. Maintenance and repair of motor vehicles 274
8. Request/invoice for money for non-existent services 273
9. Gambling and betting services 268
10. Personal computers, laptops 235

The top 10 most complained about industries in 2009 were:

1. Personal and household goods 2598
2. Gambling, scams and schemes 1901
3. Consumer credit providers 1774
4. Personal and household services 991
5. Real estate agents 923
6. Business services 637
7. Motor vehicle sales 598
8. Motor vehicle service, repairs, parts, accessories and wreckers 502
9. Printing, publishing, and recorded media 381
10. Accommodation 362

While the economic conditions during 2008 may have contributed to the increase in consumer complaints, Mr Lawlor reminded businesses to do the right thing and treat customer complaints seriously.

“Businesses that treat customers with respect and are responsive to complaints and feedback promote strong customer loyalty and repeat business. This is always good for the businesses bottom line in the long term.”

Mr Lawlor said he encouraged Queenslanders to continue to report information to the OFT.

"It helps in our efforts to make sure Queensland has a fair marketplace for both consumers and businesses."


Consumers can contact the Officer of Fair Trading by telephoning 13 13 04 or can download a complaint form from www.fairtrading.qld.gov.au

Last changed: Jan 07 2010 at 2:29 PM