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Our structure

The Office of Fair Trading is a part of the Department of Justice and Attorney-General and comprises 5 operational divisions and a policy division.

We aim to deliver a fair and safe marketplace for Queensland consumers and businesses. This means that we:

  • promote a competitive, fair and informed marketplace
  • run compliance and enforcement activities through the state
  • protect consumers and business from illegal or unethical marketplace activities.

Compliance

These 6 units make up the Compliance division.

Case Assessment and Conciliation

  • Receives and considers consumer complaints
  • Offers information and advice to consumers about fair trading issues
  • Gives businesses information and advice to comply with their requirements
  • Sits down with a consumer and business to negotiate a solution

Case Assessment and Low Level Investigation

  • Processes consumer complaints
  • Offers information and advice to consumers about fair trading issues
  • Sits down with a consumer and business to negotiate a solution
  • Conducts low level investigations

Brisbane Investigations

Compliance Planning

  • Plans and schedules spot checks and other proactive compliance activities
  • Manages and reports on our complaint database
  • Analyses information from the marketplace
  • Researches matters that affect our compliance program
  • Gives training to our compliance officers

Claims and Recoveries

  • Processes any claims made to the Property Agents and Motor Dealers Claim Fund
  • Decides claims or refers them to QCAT for a decision
  • Pays the claim amount to consumers (when a claim is decided in their favour)
  • Acts to recover the money from the business or licensee at fault

Financial Investigations

This unit looks into claims of inappropriately used trust account money by:

Tactical Compliance

These 2 units make up the Tactical Compliance division.

Major Investigations

This unit handles large investigations that:

  • involve serious misconduct that causes large-scale loss for consumers
  • suggest that a business is repeatedly offending
  • involve work with other agencies, such as interstate or federal agencies.

Product Safety

  • Educates the public about choosing safe products and using them safely
  • Investigates businesses that are selling unsafe products
  • Removes unsafe products from sale

State-wide Operations

These 3 units make up the State-wide Operations division.

Regional Operations

This unit does some of the functions of the Compliance division. It works from our regional offices in:

  • Cairns
  • Hervey Bay
  • Mackay
  • Maroochydore
  • Rockhampton
  • Southport
  • Toowoomba
  • Townsville.

Community and Stakeholder Engagement

  • Runs awareness programs for consumers and community groups
  • Visits schools to educate students about consumer laws
  • Educates businesses about how to follow the law

Communication

  • Manages our website, social media and smartphone apps
  • Releases our publications
  • Engages with the media

State-wide Integration

These 2 units make up the State-wide Integration division.

Project Team

  • Implements major new policy initiatives
  • Takes part in national consumer reform projects

Business As Usual

This unit provides:

  • application system support
  • statistical reporting for Office of Fair Trading.

Business Services

These 2 units make up the Business Services division.

Industry Licensing

This unit receives and decides on licence applications from:

  • property agents
  • motor dealers
  • security providers
  • auctioneers
  • second-hand dealers and pawnbrokers
  • tattoo parlour operators and tattooists
  • debt collectors and process servers (commercial agents)
  • introduction agents
  • inbound tour operators.

Registration Services

  • Registers incorporated associations, charities and cooperatives
  • Processes land sales exemptions
  • Handles claims to the Funeral Benefit Trust Fund

Fair Trading Policy

Fair Trading Policy is a standalone unit.

This unit:

  • develops, coordinates and implements changes to fair trading laws
  • publishes discussion papers, draft laws and similar documents
  • consults with a range of parties about proposed changes to laws.

The unit consults with:

  • the judiciary and the magistracy
  • professional associations
  • peak industry and consumer bodies
  • members of the general public.

Last reviewed
2 August 2016
Last updated
14 July 2017

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