Complaints process

• Describe the complaint, focussing on the major issue/s.
• Set out information in a clear, simple and ordered way.
• Explain what you think needs to be fixed or changed.
• Provide your details if you would like a response, or so we can gather further information if we need to.

What if I want to remain anonymous?

You can choose to remain anonymous when you submit a complaint. Anonymous complaints will be registered and referred to the relevant agency for review. Although we won’t be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements.

Step 1

You will be provided a reference number after you submit your complaint. Take note of this reference number. If you have provided your email address, we'll send you an acknowledgement email, which also contains your reference number. You can follow up your complaint by phoning 13 QGOV (13 74 68) and giving us your reference number.

Step 2

Your complaint will be sent to the relevant agency for assessment, investigation, action and response. We may contact you for more details and to clarify issues (if you provided your contact details).

Step 3

We reach a decision and contact you with an outcome if you provided your contact details.

How long will it take?

We aim to respond to your complaint as quickly as possible, but our response time will vary depending on the complexity of what your complaint is about, and may take up to 30 business days. Each matter is different, but most complaints can be dealt with quickly, while other more complex issues may take months to investigate. We will try to deal with your complaint as soon as possible.

If you don't hear from us in the expected timeframe, you can follow up your complaint by phoning 13 QGOV (13 74 68) and giving us your reference number.

If your matter is an urgent safety issue, please phone 13 QGOV (13 74 68) or 000 in emergencies.

Stage 1: Internal review

If you are unhappy with the outcome of your complaint, you can ask the agency to do an internal review (information can be found in the response to your original complaint).

An internal review is an impartial review of a decision made about a complaint undertaken by a staff member who is independent from the original decision-maker.

All Queensland Government agencies have their own policy and procedures for requesting an internal review. These policies can be viewed on individual agency websites.

Stage 2: External review

If you are unhappy with the outcome of the internal review, you can request an external review by contacting the relevant complaint authority.

You can find the contact information of the relevant complaint authority in your internal review outcome letter.

In most cases external complaint authorities may decide not to investigate your complaint until you have received a final response from the agency through its complaints management process, including the outcome of the internal review.

We're here to help anyone who has a complaint about a Queensland government agency. We want everyone to be treated fairly.

If you need help to make a complaint, you can talk to us. Our staff will listen to you. We can give you advice about your complaint or problem and what you need to do next. For example, we can help you identify who your complaint is about and how to make a complaint.

If it's easier, you can ask someone else to contact us for you. This could be a relative, friend, solicitor, case worker or anyone else. We may need to know that you agree to their help.

Support for Aboriginal and Torres Strait Islander peoples

If you're an Aboriginal or Torres Strait Islander person and need help, you can talk to our First Nations staff. Phone 13 QGOV (13 74 68) and let us know.

Support for people with disability

If you're deaf, have a hearing impairment or speech impairment, you can contact us through the National Relay Service (NRS). Phone 1800 555 727 and ask for 13 QGOV (13 74 68) when asked. We also have Easy Read information available.

Interpreter services and information in other languages

If you need an interpreter call the Telephone Interpreter Service on 1800 512 451.

We believe that complainants and all people who contact us have a right to be heard, understood and respected. We work hard to be open and accessible to everyone.

Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint or request. In a small number of cases the actions of individuals become unacceptable because they involve abuse of our staff or our process.

When this happens, we have to take action to protect our staff. We also consider the impact of the behaviour on our ability to do our work such as providing assistance to others.

There may be occasions when an individual’s conduct could be considered unreasonable.

These might include:

• frequent, lengthy, repeated or abusive telephone calls, which occupy significant staff time and resources
• frequent letters, emails, faxes or visits seeking resolution of issues beyond the scope of the original complaint or before the decision due date
• seeking information, advice or resolution from a variety of staff about the same issue
• any contact which involves abusive or threatening language or behaviour
• continuing to contact the agency after feedback has been provided regarding the complaint and all avenues of review have been exhausted.

There may be occasions when a customer’s conduct could be considered unreasonable. These might include:

• frequent, lengthy, repeated or abusive telephone calls, which occupy significant staff time and resources
• frequent letters, emails, faxes or visits seeking resolution of issues beyond the scope of the original complaint or before the decision due date
• seeking information, advice or resolution from a variety of staff about the same issue
• any contact which involves abusive or threatening language or behaviour
• continuing to contact the department after feedback has been provided regarding the complaint and all avenues of review have been exhausted.

The Queensland public service customer complaint management framework is about commitment to the effective management of complaints.

There are 5 guiding principles in the framework.

Customer focused

People should be able to make a complaint via clear and accessible agency complaint management systems, with complainants respected and responses addressing all issues raised.

Timely and fair

Complaint handling processes are clear, impartial and confidential, with timely acknowledgements and responses.

Clear communication

There are clear and communicated expectations and standards for all parties involved in a complaint.

Accountable

Agency roles and responsibilities for complaint management are clear and publicly available.

Improving services

Complaints improve existing, and inform new, quality services, with complaint management systems helping agencies prevent potential ongoing disputes.

Read the complaints management framework.