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Tow truck complaints, infringements and audits

Information about complaints received, infringement notices and audits conducted will be published on the Transport and Main Roads website every 6 months.

On this page:

Tow truck complaints

All complaints that are received by the Department of Transport and Main Roads about tow truck licence holders, accredited tow truck drivers and accredited tow truck assistants are reviewed and if further review is required, referred to a Transport and Main Roads Transport Inspector for further investigation and appropriate action.

Private property towing - complaints and outcomes

Complaints have been received consisting of the following topics:

  • driver conduct
  • fee charged
  • no attempt to locate vehicle owner
  • authority to tow unclear
  • cannot engage tow truck operator
  • hotline availability
  • vehicle damaged
  • holding yard location
  • non-compliant tow truck
  • towing signage
  • possible collusion between carpark operator and tow truck operator
  • failed to notify Queensland Police Service (QPS)
  • disclosed personal information.
Complaint Outcome 1 October 2020 – 15 April 2021 16 April 2020 – 30 September 2020 1 October 2019 – 15 April 2020
9 complaints received 10 complaints received 18 complaints received
Finalised Outstanding from previous period Finalised Outstanding from previous period Finalised Outstanding from previous period
Action against licence holder – i.e. show cause / cancel tow truck licence
Insufficient evidence for investigation 1   2 1 3 1
Education provided 1 4 1 5  
No offence committed   1   3 1
Advice provided to members of public 2 1 3
Only regulated fees were charged    
Tow was revealed as non-standard    
Signage is not regulated
Infringements issued 1 1    
Tows occurred prior to new laws
Vehicle being released with no charge
QPS approved tow 2  
Formal warning letter issued   1
Complaints Previously Outstanding - Now Finalised 6 3 2
Complaints Finalised 6 5 14
Complaints Remaining Under Investigation 3   5 1 4
Complaints Received Total 9 10 18

* Reporting of complaints commenced 16 April 2018. Previous period data available on request.

Crash towing—complaints and outcomes

Complaints have been received consisting of the following topics:

  • driver conduct
  • fee charged
  • authority to tow unclear
  • unaccredited driver / 3rd party in tow truck
  • double signing vehicles
  • non-compliant holding yard
  • non-compliant tow truck
  • car loaded before authority to tow completed
  • unsafe towing practices
  • not towed to nominated address.
Complaint Outcome 1 October 2020 – 15 April 2021 16 April 2020 – 
30 September 2020
1 October 2019 – 15 April 2020
38 complaints received 50 complaints received 51 complaints received
Finalised Outstanding from previous period Finalised Outstanding from previous period Finalised Outstanding from previous period *
Action against licence holder – i.e. show cause / cancel tow truck licence 2 2
Insufficient evidence for investigation 9 10 7 2 18 6
Education provided 6 1 3 1 7 1
No offence committed 3 6 3 1  
Advice provided to members of public 1 2 7
Compliance audit scheduled
1
Fees didn't exceed regulated fees    
Outside regulated area    
Infringements issued 1 2   1 1 1
Referred to QPS for investigation 1 1 2  
Authority to tow was obtained by QPS or vehicle owner 2
Referred to TMR Prosecutions for action
1
Formal warning letter issued     1 2
Local government approval
Complaints remaining under investigation    
Complaint withdrawn 1 2 3 3
Complaints Previously Outstanding - Now Finalised 23 8 10
Complaints Finalised 26 19 38
Complaints Remaining Under Investigation 12 13 31 5 13
Complaints Received Total 38 50 51

* Reporting of complaints commenced 16 April 2018. Previous period data available on request.

Infringement notices and matters dealt with by a court

Infringement notices are issued by police officers and departmental transport inspectors. A person who is issued an infringement notice has 28 days to either:

  • pay the fine or arrange for a payment plan through the State Penalty Enforcement Registry
  • respond to the notice by either requesting the matter be reviewed by the issuing authority or electing the matter be heard in a court.

*The department allows a 3-month delay in providing infringement notice data to ensure the data is complete.

Month Infringement notice issued Matters dealt with by a court
January 2021 7 0
December 2020 10 0
November 2020 6 6
October 2020 7 0
September 2020  7 0
August 2020 10 0
July 2020 16 0
June 2020 9 0
May 2020 7 0
April 2020 7 0
March 2020 14 0
February 2020 15 0
January 2020 5 0
December 2019 6 0
November 2019 12 0
October 2019 14 0
September 2019 15 0
August 2019 27 0
July 2019 26 0
June 2019 21 0
May 2019 16 0
April 2019 11 0

Audits conducted and outcomes

The departmental Transport Inspectors audit tow truck licence holders to ensure they are complying with the Tow Truck Act 1973 and Tow Truck Regulation 2009. Audits are conducted:

  • within 6 months of a new licence holder being approved
  • at least every 2 years
  • on receipt of a complaint, an audit may be conducted as part of the investigation to resolve the complaint.

Since 16 April 2018, 151 audits have been conducted. Of the 151 audits conducted 77 passed, 1 audit is still in progress and 73 were issued with corrective actions due to non-compliance.

If a tow truck licence holder is found to be non-compliant with the Tow Truck Act 1973 or Tow Truck Regulation 2009, they will be issued with a Corrective Action Request. The licence holder will have 14 days to rectify the non-compliance. If the non-compliance is considered to be serious and likely to jeopardise public safety, the Transport Inspector may immediately suspend the tow truck licence and/or issue an infringement notice.

If a significant number of non-compliances are detected or repeated over several audits, the department may issue a show cause notice to suspend or cancel the tow truck licence.

Last updated
27 July 2021