Last updated 22 May 2026
If a consumer has a complaint against a professional from the property, motor and debt collection industries, they should first try to resolve the complaint directly with the professional.
If speaking with the professional and their employer does not resolve the issue, there are various consumer protection agencies and industry organisations in place that consumers could approach. In certain circumstances, complaints can be made to the Office of Fair Trading (OFT). If the consumer has lost money because of something the professional did or failed to do, they can lodge a claim for compensation with the OFT, which manages a claim fund in relation to:
- real estate agents
- resident letting agents
- auctioneers and chattel auctioneers
- motor dealers that sell used vehicles on consignment
- debt collectors and process servers.
The types of claims covered by the claim fund include (among other things):
- making a false or misrepresentative claim
- not returning a deposit if the consumer cancels during a cooling-off period or if the professional did not fulfil their obligations
- not guaranteeing clear title on a vehicle sold
- not forwarding residential bond money to the Residential Tenancies Authority.
Certain types of claims must go straight to Queensland Civil and Administrative Tribunal (QCAT), including where a motor dealer does not honour the statutory warranty on a used vehicle.
The OFT has more information about the claims that it can deal with. Consumers should not leave it too long to make a claim, as time limits apply.
QCAT can:
- Consider proceedings on referral from the OFT regarding any allegations of professional misconduct (n.b. only the OFT can refer these matters).
- Conduct reviews of particular decisions, including some decisions in relation to a claim against the Claim Fund (n.b. you must have a ‘reviewable decision’ in order to make an application to QCAT).