The Office of Fair Trading (OFT) helped recover more than $6.5 million for consumers in the past financial year, according to its Minister, Peter Lawlor.
“In 2009-10, Fair Trading finalised 17,660 complaints and successfully negotiated $6.55 million in redress for Queensland consumers,” Mr Lawlor said.
“The Office of Fair Trading has achieved $17.82 million in consumer redress in the past three years.”
$6.5M returned to customers
He cited the example of a consumer who rented a car and was in an accident which resulted in the vehicle being written-off.
He said even though the accident was not the consumer’s fault, the rental company required the consumer to pay the insurance excess and all costs involved.
“After conciliation was undertaken by Fair Trading, we obtained almost $4,000 for the consumer,” the Minister said.
“Another consumer ordered a boat to be constructed and paid more than $32,000 as a deposit. The trader did not deliver the boat, but after lodging a complaint with Fair Trading the consumer received a full refund.”
Mr Lawlor said most traders were willing to help consumers who were unhappy with a product or service.
He said traders did not have to enter into the conciliation process but there were benefits for participating.
“Even though they may not have breached the law, traders who provide redress build goodwill and loyalty,” he said.
Mr Lawlor said Fair Trading also played a role in educating traders and consumers about their rights and responsibilities in the marketplace.
“We provide information to help consumers become more educated about their rights and responsibilities, so they don’t encounter difficulties in the first place,” he said.
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