Office of Fair Trading recovers more than $13 million for Queensland consumers

• The Queensland Government returned more than $13 million to consumers in 2023
• Complaints about personal and household goods continue to top the list.
• Consumers who believe they have not been treated fairly and are unable to reach an outcome with a business can lodge a complaint with the Office of Fair Trading.

A massive $13 million was returned to Queenslanders’ pockets in 2023 with the Office of Fair Trading  finalising a record number of complaints.

The Office of Fair Trading finalised 20,985 consumer complaints across the state last year – an increase of 1,675 from 2022.

Personal and household goods continues to be the state’s most complained about category, with thousands of complaints received about everyday items such as white goods, appliances, computers, clothing, and footwear.

This category consistently ranks highly in the Office of Fair Trading's annual complaints list because these are the types of items Queensland consumers purchase frequently. 

The top five most complained about categories in Queensland in 2023 were:

1. Personal and household goods.
2. Motor vehicle sales.
3. Personal and household services.
4. Fuel-related complaints.
5. Motor vehicle service and repairs.

Australian Consumer Law provides consumers with automatic rights when they buy a good or service.

When goods or services don’t meet these standards, the consumer is entitled to a remedy - such as a refund, repair, or replacement.

While most traders do the right thing by their customers, in situations where they don’t, the Office of Fair Trading will take the matter up on the consumer’s behalf.

Quotes attributable to the Attorney-General and Minister for Justice and Minister for the Prevention of Domestic and Family Violence, Yvette D’Ath:

“We know Queenslanders are feeling cost of living pressures which is why it’s more important than ever that consumers get what they pay for.

“Last year, the government helped a record number of consumers get refunds, replacements and other compensation, with the Office of Fair Trading finalising almost 21,000 complaints.

“The Office of Fair Trading was able to secure a full refund of $26,000 for a buyer who was sold a dodgy car, while in another case, $13,000 worth of repairs were arranged for a consumer whose furniture had been damaged by a removalist.

“The Office of Fair Trading was also able to get $11,827 back for two Queensland pensioners whose flights had been cancelled due to the pandemic in 2020.

“The consumers had been going back and forth with the trader for over three years before making a complaint to the Office of Fair Trading which was able to get a full refund for the couple.

“All up, more than $13 million has gone back to consumers in 2023.

“Queenslanders know they can trust the Miles Government to stand up for their consumer rights and to work with businesses to deliver fair outcomes.

“If you believe you have not been treated fairly and cannot reach a satisfactory outcome directly with the business, you can lodge a complaint on the Office of Fair Trading's website or call 13 QGOV (13 74 68).” 

More information

Consumer complaints in 2023 by region, including the most complained about categories:

*Total dollar value includes claims, court-ordered compensation and redress. Redress is calculated as a dollar value, including the value of refunds, repairs, replacements, repeat services and in-kind compensation. Figure rounded to nearest dollar.

**Brisbane area figures include consumers who reside outside of Queensland or who have not provided an address.

ENDS