Consumer Watch: Consumer complaints about defective used motor vehicles surge in past five years

Consumer complaints about defective used motor vehicles in WA skyrocketed over the past five years, increasing 730 per cent and peaking in 2022. There was a surge in demand for used vehicles, primarily due to long delivery delays on new vehicles during the COVID-19 pandemic, leading to 777 complaints lodged with Consumer Protection in 2021 and 2022 compared to a total of 287 complaints from 2018 to 2020. Other contributing factors in the rise in complaints is believed to be flood-affected written-off vehicles from the Eastern States being sold in WA, as well as a strong demand for used four-wheel drive vehicles due to travel restrictions keeping families grounded in WA. Many of the complaints over the past five years were for used vehicles that broke down within days of being purchased, some shortly after being driven out of the car yard. This rise in demand for used vehicles in WA means some sellers may be enticed to offload vehicles that may be defective. Consumers should be vigilant when shopping around in this over-heated used vehicle market and make sure to get the vehicle inspected to check it is mechanically sound. It is also recommended before purchasing to check the used vehicle’s history on the Personal Property Securities Register (PPSR) website to see if it has been written off or has money still owing on it. Specific warranties may not apply or may have expired on some used vehicles, but consumer guarantees under the Australian Consumer Law (ACL) may still apply. Consumers should not take no for an answer when asking a seller for a refund, repair or replacement if defects are discovered. Unfortunately private sales are not covered under the ACL, so buyers should be extra vigilant and do the same checks before making a purchase, as you could be out of pocket if something goes wrong. The dramatic increase in complaints over the past two years in particular has seen a total of $6.1 million being successfully returned to consumers who lodged complaints with Consumer Protection. Complaints relating to vehicle sales can be lodged via the Consumer Protection website or enquiries can be made by email to consumer@dmirs.wa.gov.au or by calling 1300 30 40 54. Cheryle Dennis is acting senior regional officer for Consumer Protection in the Mid West.