Consumer rights

Your rights as a consumer

Learn about your rights as a consumer through the Office of Fair Trading or the Australian Competition and Consumer Commission. Understand guarantees, warranties and refunds, credit, finance and mobile contracts and how to shop smart online. Also find information on product safety, buying from overseas, advertising and direct telemarketing.

Complaints to the ombudsman

If you’ve tried to resolve a problem you had with a business or government authority and haven’t reached an outcome you believe is fair, contact the ombudsman for that industry. It’s a free and effective way of resolving complaints, rather than taking legal action.

Phone and internet service

Contact the Telecommunications Industry Ombudsman if you would like to make a complaint about your mobile or internet service, landline phone or damage to your property by a service provider.

Local council and state government

Make a complaint to the Queensland Ombudsman if you believe a public agency such as your local council or a state government department has made an unfair decision about something that affects you.

Australian Government

The Commonwealth Ombudsman handles complaints about Australian Government agencies and includes the Overseas Student, Defence Force, Federal Law Enforcement, Immigration, Postal Industry and Taxation Ombudsman.

Credit and finance

Contact the Credit Ombudsman Service for impartial dispute resolution service if you have a complaint about your financial service provider—a bank or credit provider.

Energy and water

Contact the Energy and Water Ombudsman Queensland if you have a complaint you are unable to resolve with your electricity, gas or water supplier.

Your rights as a tenant

The Residential Tenancies Authority (RTA) provides information for tenants and lessors renting a property in Queensland. They also offer a free Dispute Resolution Service to help you resolve complaints and problems with your landlord or agent quickly, without the need for legal action.

The Tenants' Union of Qld (TUQ) helps tenants in Queensland. If you rent a property including a caravan or room in a boarding house, they can give you information booklets and free phone advice. A free legal service, in partnership with Legal Aid, is also available if you are having a tenancy issue with your landlord or agent.

Anti-Discrimination Commission of Queensland

The Anti-Discrimination Commission of Queensland has a phone enquiry service if you feel you have been discriminated against. Discrimination due to age, gender, race, religion, pregnancy, relationship status or sexuality is against the law and you have the right to make a complaint with the commission and to take your issue further.