Brisbane transport and logistics companies fined $147K for appalling customer service

• Fair Trading took a removalist company and a transport/storage company to court after the businesses and their director showed little regard for consumer rights.
• Consumers looking for removalist services are encouraged to check reviews, compare quotes, and check terms and conditions.

A Brisbane-based removalist firm along with an associated company offering transport and storage services, as well as the managing director of both companies have been ordered to pay over $147,000 in fines and compensation after being taken to court by the Office of Fair Trading.

Agill Transport Pty Ltd and Buraq Transport and Logistics Pty Ltd along with the company's director Ayesha Siddiqa were conjointly charged with 11 breaches of the Australian Consumer Law and pleaded guilty in the Beenleigh Magistrates Court on 31 May 2024.

One of their employees, Muhammad Zulnorain, was also jointly charged with two of the breaches and fined $4,000.

No convictions were recorded.

The court heard that the corporations, who worked interchangeably with one another in the operation of the business, and their director committed offences including misleading consumers about the standard and benefits of services, the price of services, using coercion in connection with payment and wrongly accepting payment.

Meanwhile Mr Zulnorain committed offences in relation to misleading a consumer about the price of a service and using coercion in connection with payment. This occurred when a consumer had their personal belongings ruined after they were thrown off a truck when the consumer refused to pay for extra truck space that was not required.

The consumer said staff began throwing their furniture off the truck under instruction from Mr Zulnorain in order to harass and coerce them into signing paperwork stating their belongings took up extra space. The consumer reluctantly ended up paying for the extra space.

Further offences included the trader failing to provide adequate services resulting in damaging consumers items beyond repair, failing to provide advertised packaging and backloading services and failing to meet contractual delivery times.

Another consumer had an insurance claim of $18,307 paid, however the trader received the payment and didn't forward it on to the consumer.

If consumers believe they have been misled by a removalist, they are encouraged to approach the trader in the first instance. If this is unsuccessful, they should lodge a complaint with the OFT online at http://www.qld.gov.au/fairtrading or by calling 13 QGOV (13 74 68).

Quotes attributed to Fair Trading Commissioner, Victoria Thomson:

“Removalists need to understand their obligations and responsibilities when providing services to consumers under the Australian Consumer Law.

“Using coercion, giving consumers false information about a service and over charging them are serious offences.

“When moving, consumers are entrusting their belongings to a business and removalists should not take advantage of this.

“The OFT is warning removalists that deceptive practices will not be tolerated and that going after dodgy removalists will continue to be a priority for our consumer protection agency.”