Gold Coast Office of Fair Trading investigates almost 1300 business complaints in just two years

A small team of investigators are punching well above their weight on the Gold Coast in the fight against shonky business dealings. READ PART 2 OF OUR SPECIAL REPORT

THE tiny team of scam-busters at the Office of Fair Trading on the Gold Coast face mounting caseloads and increasingly innovative schemes – but the results speak for themselves.

More than $1.846 million was returned to consumers in the Past two financial years after 6090 complaints from the public.

Gold Coast principal investigator Paul Hayes and regional manager Sonya Farr said it was a hectic job dissecting complex disputes and stepping in for vulnerable residents.

But they say the jobs is also rewarding and one that pushes businesses and consumers to deal with each other in a more fair and honest way.

Office of Fair Trading Gold Coast principal investigator Paul Hayes has been working as an investigator since 2005. He’s pictured outside Southport Courthouse.

Mr Hayes, an investigator since 2005, said from the complaints in the past two years his team of 11 launched investigations into 1278 matters “and quite a few were prosecutions”.

“I think certainly in my time I’ve seen some big changes. From the times when we would probably try and conciliate and negotiate with traders, to now when we do a lot more prosecutions and enforcement.

HOW DODGY DEALS CAUGHT UP WITH COAST MAN

“I think that’s had an effect on traders too – we’re no longer known as the toothless tiger.

“That was sort of the feeling out there among traders and consumers, that we probably weren’t doing what we should’ve been doing.”

Mr Hayes said consumers were becoming savvier by the year and quite apt at spotting questionable business practices.

These days, it’s often likely more consumers will fall prey to a deceptively simple scam, rather than an elaborate ruse.

“I think consumers are becoming quite educated. If they feel they haven’t received what they should have received they’re certainly coming forward and talking to us.”

More than $1.846 million was returned to consumers in the last two financial years after 6090 complaints were made.

Mr Hayes says elderly people often tend to “feel like they have to pay up straight away”.

“The itinerant bitumen bandits, for example, tend to target more elderly people. They’re more trusting.

“I always say to people you should be able to see it, touch it, it should be available straight away if you’re buying something.”

Ms Farr explained scams targeted a diverse range of people and “sometimes they even repetitively repeatedly fall for the same thing”.

“If it seems too good to be true, it probably is,” she said.

Mr Hayes said he and his team planned programs and stings targeting diverse industries.

However, Ms Farr emphasised: “The majority of traders are doing the right thing. We have a good education program as well and I think that contributes. We’re not just here for consumers. we’re here to help traders understand their requirements as well.”

Mediation processes run by OFT were quite successful.

PROTECT YOURSELF

While shopping:

• Don’t pay any invoice unless the goods or services were both ordered and delivered.
• If someone comes to your door check their ID.
• Read and understand all of the terms and conditions before signing anything
• For major purchases, take the contract away with you overnight.
• Make sure you know how to stop any subscription services.
• Always get independent advice if an offer requires a lot of money or time.

Bank account:

• Never give money, credit card details or account details to anyone you don’t know and trust.
• Keep your receipts.
• Check your bank account and credit card statements.
• Report unexplained transactions to your bank.
• Keep your bank cards safe.
• Make sure nobody else knows your PIN number.

Online:

• Always check that you’re on a secure website before making a payment.
• Make sure that any website you visit to make transactions (such as your bank or online shopping provider) has the correct website address in the address bar, including the correct extension (such as ‘.com.au’).
• Never click on any links or open any attached files in a spam email.
• Always keep strict privacy settings on social networking sites.
• Don’t respond to texts or missed calls from numbers you don’t recognise.