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Step 2: Contact list for consumer complaints |
Please note: This list contains contacts only for organisations and associations that we commonly refer complaints to. The list is not exhaustive. For more contacts, see the ACCC's consumer and business directory.
Many businesses belong to an industry association that has its own internal complaint handling process. If you have tried to resolve your complaint directly with the business and had no success, contact the appropriate organisation below.
Consumer protection
- The Queensland Office of Fair Trading, part of the Department of Justice and Attorney-General, works to create a fairer and safer Queensland and increase business and consumer confidence by protecting consumers and businesses against unethical behaviour.
- The Australian Competition and Consumer Commission has national responsibilities for fair trading, competition and consumer protection.
- The National Measurement Institute handles trade measurement enquiries and complaints about weights and measures.
Real estate and rental properties
- The Real Estate Institute of Queensland handles complaints about a real estate agent's conduct if the agent is a member.
- The Legal Services Commission handles complaints about conduct of solicitors, barristers or law practice employees.
- The Office of the Commissioner for Body Corporate and Community Management handles body corporate disputes.
- The Residential Tenancies Authority handles complaints about bonds and tenant's rights and responsibilities.
Car repairs and hire
- The Motor Trades Association Queensland handles complaints about car repairs if the mechanic is a member. It also has a code of ethics.
- Queensland Transport handles complaints about unsafe vehicles.
Ombudsman
- The Commonwealth Ombudsman handles complaints, conducts investigations, performs audits and inspections, encourages good administration, and carries out specialist oversight tasks.
- The Queensland Ombudsman is an independent complaints investigation agency whose role is to ensure public agencies (state government departments and bodies, and local councils) act fairly and make the right decisions for Queenslanders.
Courts and legal
The Office of Fair Trading can not give you legal advice.
We strongly recommend you seek independent legal advice before signing any contract. Ensure your solicitor is independent of any other party to the transaction.
- Queensland Courts include the Supreme Court, District Court and Magistrates Court.
- The Queensland Civil and Administrative Tribunal makes determinations in cases where the amount involved is less than $25 000.
- The Queensland Law Society provides referrals to solicitors throughout Queensland.
- Legal Aid Queensland works with its partners to provide access to justice for disadvantaged Queenslanders by providing legal information, advice and representation.
- Caxton Legal Centre is an independent, non-profit community organisation providing free legal advice, social work services, assistance and referrals for the general public.
- Queensland Association of Independent Legal Services (QAILS) is the state based peak body representing funded and unfunded Community Legal Centres (CLCs) operating throughout Queensland.
Product safety
- The Product Safety Australia website provides information on Australia´s national product safety regime.
- The Product Safety Recalls Australia website provides information on recalled products across Australia.
Scams
- The ACCC´s ScamWatch website provides information on scams, and how to avoid being caught out.
Telephones and internet
- Place your number on the Do Not Call register to avoid receiving unsolicited telemarketing calls.
- The Telecommunications Industry Ombudsman handles complaints about phone and internet services, and well as billing disputes with providers.
Petrol
- The Australian Competition and Consumer Commission monitors petrol products.
- The Department of the Environment, Water, Heritage and the Arts handles enquiries about fuel quality.
Building and renovating
- The Australian Government´s Home Insulation Safety Plan manages enquiries from households that had insulation installed under the now discontinued Home Insulation Program.
- The Building Services Authority handles complaints about building and renovating if the work is more than $3300 (including labour and material).
Business services
- The Department of Justice and Attorney-General offers a free dispute resolution service that can be accessed by consumers and businesses.
- The Queensland Government´s Business and industry website is the primary resource for businesses starting or operating in Queensland.
- The Government Business Information Service provides support and assistance services to Queensland businesses.
- Smartlicence online is a service that can be used to find out if you require any licences to operate your business.
- Standards Australia is Australia´s peak standards body.
Finance and banking
- The Australian Securities and Investments Commission deals with complaints relating to financial products and services, such as banking, investments, credit or insurance.
- The Financial Ombudsman Service provides dispute resolution services for consumers and financial service providers.
- The Credit Ombudsman Service provides dispute resolution services for consumers and credit providers.
- The Insolvency and Trustee Service Australia is the government agency responsible for the administration and regulation of the personal insolvency system in Australia
Advertising and marketing
- The Australian Direct Marketing Association handles enquiries about direct marketing.
- The Advertising Standards Bureau administers a national system of advertising self-regulation.
Electricity, gas and water
- The Energy and Water Ombudsman Queensland provides dispute resolution services for Queensland´s energy consumers.
- The Electrical Safety Office is Queensland´s electrical safety regulator.
Medical issues
- Queensland Health handles complaints about medical services.
- Health Quality and Complaints Commission is independent from Queensland Health and also deals with consumer complaints.
- Food Safe Production Queensland ensures food meets national safety standards.
Tourists
- The Department of Resources, Energy and Tourism has tourist complaint services which operate on an Australia-wide basis. Visitors to Australia are covered by consumer protection laws which require all businesses to treat consumers fairly.
Training services
- The Department of Education and Training handles complaints about training services in Queensland.
Airline Services
- The Airline Customer Advocate provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of unresolved complaints about airline services.
Last reviewed 15/04/2013 |
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