Tens of thousands recovered from substandard bond cleaners, removalists

The state government is cracking down on dodgy cleaners and removalists who are rorting the state’s rental bond system.

In some cases removalists overcharged or did not even turn up.

State government authorities have clawed back tens of thousands of dollars from bond cleaners and furniture removalists who delivered dodgy or unreliable services.

The Office of Fair Trading finalised 501 complaints about bond cleaners and removalists in the 2021-22 financial year, and has fielded another 246 complaints in the current financial year.

The Office of Fair Trading has looked into reports of bond cleaners who allegedly failed to clean lighting fittings, vacuum or mop at the properties they were hired to make ready again for new tenants.

The consumer watchdog agency has also followed up complaints of removalists overcharging customers, damaging furniture, not showing up, and not unloading belongings before payments were handed over.

The Office of Fair Trading said that off the back of its investigations into the most recent complaints, it had recouped more than $67,000 in redress for affected customers.

Attorney-General and Justice Minister Shannon Fentiman recommended that Queenslanders “plan ahead” if they were moving.

“We know that personal and household services such as removalist and cleaning services are among the most complained about industries,” she said.

“Do your research, check online reviews, make sure you read and understand the contract and inspect their work prior to them leaving the property.

“Your real estate agent may also have a list of bond cleaners they could recommend.”

Australian Furniture Removers Association executive director Simone Hill said her organisation took “numerous calls” every week about rogue removalists who had ripped off customers.

Ms Hill said consumers should always use an association-accredited removalist.

“AFRA members must undertake regular training of their removals staff, work to procedures and standards, and be fully insured,” she said.

“Some AFRA members can also offer the additional peace of mind that comes with goods-in-transit insurance.”

The Office of Fair Trading also recommends that consumers check if the removalist they plan to hire is a member of the association.

They have also warned that any requirement for upfront payments could be “risky”, and have urged consumers to shop around and compare quotes to find the best price.

Other tips include completing an extensive list of belongings, and to consider taking up additional insurance for when furniture is being moved between properties.