Scammer gripes on the rise

CONSUMER complaints about suspect business dealings have skyrocketed on the Gold Coast and the personal and household goods industry has been involved in the most disputes.

The Office of Fair Trading dealt with 3488 complaints in the 2019-20 financial year, up 34 per cent on the 2602 in the 12 months prior.

In total, $821,831 in redress payments was obtained for consumers through conciliation, investigations and court-ordered compensation in 2019-20.

Complaints specifically about matters impacted by the coronavirus accounted for some of the significant increase over the financial years. “Consumers were understandably very concerned about holidays they had booked and paid for but were no longer able to take,” OFT executive director Brian Bauer said

“Thankfully, in most cases airlines and accommodation booking providers have stepped up and assisted customers, generally by providing refunds or credit notes.

“In terms of local travel, many consumers found themselves in the difficult situation of having paid a deposit for holiday accommodation they were unable to use because of COVID restrictions.”

The three most complained about industries on the Gold Coast in 2019-20 were personal and household goods (804 complaints), motor vehicle sales (371) and personal and household services (350).

In 2018-19, complaints about personal and household goods headed that list (645), ahead of motor vehicle sales (333) and personal and household services (322).

The OFT provided two dozen examples of cases it prosecuted in the past two financial years, ranging from motor dealers tampering with odometers to dodgy first-home buyer schemes.

Complaints to the OFT include businesses deliberately ripping off customers and instances in which businesses were simply not aware of their obligations, or made a mistake.

The most common complaints are about refunds, unsatisfactory or incomplete repairs, defective goods, the unsatisfactory performance of goods and the delay or non-supply of goods.

A spokesman said: “The OFT takes compliance seriously, and assesses all complaints it receives. If information indicates that a possible breach of the legislation the agency administers may have occurred, it is investigated.

“The OFT provides information to consumers and businesses and helps resolve disputes via a free complaint lodgement and conciliation service. Most traders want to do the right thing.”

Consumers with issues with goods or services, who have not come to an agreement with the trader, can lodge a complaint by phoning 13 QGOV or online at www.qld.gov.au/fairtrading.