Car dealers, travel agents pursued by Office of Fair Trading after complaints from Gold Coast consumers

Businesses have been forced to pay back millions to Gold Coast customers furious over dodgy deals. Here’s how they got their refunds.

THE number of complaints against shonky businesses has hit a new high, with figures showing the Office of Fair Trading (OFT) last year dealt clawed back more than $2.75 million from 2345 cases in the Gold Coast.

Most complained about in 2022 were the supply of basic household goods and services, while motor dealers and travel agents also attracted a high level of consumer ire.

The figures were an increase on the already high 2021 figures, when just over $2.2m was recovered from 2309 complaints.

Attorney-General and Minister for Justice Shannon Fentiman. Picture: NCA NewsWire/Tertius Pickard.

Attorney-General and Minister for Justice Shannon Fentiman said complaints had soared since the Covid-19 pandemic, in part due to supply chain issues and pent-up demand.

“Last year the OFT finalised more than 2340 complaints from Gold Coast consumers,” Ms Fentiman said.

“On the Gold Coast the highest number of consumer complaints continued to be for the personal and household goods industry.

“This category includes purchases of everyday items such as whitegoods, appliances, hardware, clothing and footwear – so it’s no surprise this continues to be at the top of the complaints list.

“However, since the pandemic, complaints have soared for these types of purchases, with more than a 50 per cent increase since 2019.

“There has also been an increase of more than 80 per cent in complaints for the personal and household services industry since the pandemic – this industry includes complaints about services such as whitegoods repairs, removalist services and cleaning companies.”

Cases dealt with by the OFT last year included a consumer who was refunded $38,000 after being sold a dodgy camper trailer and a person who got their new vinyl flooring replaced after freshly laid flooring started to lift and became uneven.

“The redress received for Queenslanders was seen across many industries, including a $3,400 refund for cancelled airline flights,” Ms Fentiman said.

“In another example, the OFT assisted a Queenslander in obtaining a full refund of $46,000 after purchasing a motor vehicle which was not what was advertised.”

Consumers who believe they have been treated poorly and are unable to reach an outcome with a trader can lodge a complaint with the OFT at www.qld.gov.au/law/fair-trading or by calling 13 QGOV (13 74 68)

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Originally published as Car dealers, travel agents pursued by Office of Fair Trading after complaints from Gold Coast consumers