How to lodge a fair trading complaint in Queensland
Fair trading complaints in Queensland are handled by the Office of Fair Trading (OFT), part of the Department of Justice and Attorney-General. You can lodge a complaint online if a trader has breached the Australian Consumer Law — such as selling defective goods, engaging in misleading conduct, or failing to honour a consumer guarantee.
The framework
The Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) as applied in Queensland by the Fair Trading Act 1989 (Qld).
The process
Contact the trader to resolve the issue
Write to the trader explaining the problem and the outcome you want (refund, repair, or replacement). Give them a reasonable deadline, typically 14 days.
Collect your supporting documents
Gather receipts, contracts, photos, warranty documents, and copies of all correspondence with the trader.
Confirm the complaint falls within OFT jurisdiction
The Office of Fair Trading handles complaints about goods, services, motor dealers, real estate agents, and retirement villages. Financial services complaints go to AFCA.
Lodge your complaint with the Office of Fair Trading
Submit your complaint online at the QLD Government website, or call 13 QGOV (13 74 68). Include trader details, a description of the issue, and your supporting documents.
Receive acknowledgement from OFT
OFT will acknowledge your complaint and provide a reference number, usually within 5 business days.
OFT assesses your complaint
OFT reviews your complaint to determine whether the trader may have breached the Australian Consumer Law and whether the matter is within their jurisdiction.
Conciliation attempt
OFT contacts the trader and attempts to negotiate a resolution on your behalf. Conciliation is voluntary — the trader is not compelled to agree.
Review the conciliation outcome
If the trader offers a resolution, decide whether to accept. If you reject it or the trader refuses to engage, OFT advises you of further options.
Apply to QCAT if the dispute is unresolved
Lodge an application with the Queensland Civil and Administrative Tribunal (QCAT) for a binding decision. QCAT handles consumer claims up to $25,000 in its minor civil disputes jurisdiction.
OFT may pursue enforcement
For serious or systemic breaches, OFT may take its own enforcement action, including compliance notices, infringement notices, or prosecution.
Forms and templates
Common mistakes
- Not contacting the trader first — OFT expects you to attempt direct resolution
- Lodging a financial services complaint with OFT instead of AFCA
- Not keeping copies of all communications with the trader
- Missing limitation periods — most ACL claims must be brought within 3 years
- Confusing manufacturer warranties with statutory consumer guarantees
Get this process right with Quillio
Quillio helps you draft complaint letters, prepare QCAT applications, and identify which consumer guarantee applies. See /practice-areas/consumer-lawyers or start a free trial.
This guide is general information about fair trading complaints in Queensland — not legal advice. Seek professional advice for complex matters or claims involving significant amounts.
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