What the Department is responsible for
Read about our responsibilities, products and services.
Making an enquiry, compliment or complaint
You can contact us by using the contact details listed on the Contact Us page or by completing the Queries, Compliments and Complaints form.
Please provide your contact details if you require a response.
Queries
If you would like to enquire about something related to our role, products or services you can contact us as outlined above. Most enquiries are responded to within 10 days. More complex issues make take longer.
Please indicate your preferred method of communication so we get back to you when and how it suits you.
Compliments
Compliments help us identify what is working well and can encourage us to keep doing things that are working for you.
There is no need to provide your contact details unless you require a response from us.
Complaints
If you are unhappy about something related to the functions of our department, please make sure you let us know. Initially, try to contact the relevant business area to discuss your concerns. If we are unable to resolve the issue to your satisfaction you may choose to lodge a formal complaint.
Please read the following information to ensure that your complaint will be dealt with promptly and effectively. Alternatively, you can print out our complaints brochure/fact sheet.
Anonymous complaints
All complaints to the department will be treated in accordance with confidenciality as discussed in our privacy statement. If you choose not to leave any contact details we will still investigate your complaint but we will unfortunately be unable to provide you with any feedback on the outcomes of our enquiries.
What can a complaint be about
Issues related to the Department's role, products or services, for example:
- The quality of service we provide
- Our policies and how they are applied
- An administrative decision
- The conduct of our staff.
Complaints must be about a previously made decision or action of the Department or its staff and you must indicate how this has adversely affected you.
Who can complain
Anyone - for themselves, or on behalf of another person or group of people.
How to lodge a formal complaint
You can lodge a formal complaint by using the contact details listed on the Contact Us page or by completing the feedback and enquiries form.
Please provide your contact details if you require a response.
Formal complaints must:
- Be in writing
- Be about a specific issue to do with a decision or action of the department or its staff
- outline how that decision or action has adversely affected you (or the person or group you are representing)
- include your contact details so that we can provide a response.
What happens once a complaint is lodged
We will look into the issue/s you have raised and will contact you with an outcome, usually within 21 days. More complex issues may take longer to resolve. If this is the case, you will receive regular updates on the progress of the investigation until it is complete. During the investigation process we may need to contact you to discuss something or request further information.
What can be expected from the Department
- All complaints will be taken seriously and dealt with in a positive, expedient and confidential manner.
- If you need help our staff will assist you.
- You will be treated with courtesy and respect and will not suffer any disadvantage or recrimination.
- Where we are unable to resolve an issue to your satisfaction, we will explain why and let you know what other options you have.
- We are committed to improving our services. Your feedback may help prevent the same issue occurring to someone else in the future.
- All complaints are subject to our security and privacy policies.
- For more information, view our complaints management policy.
How you can help resolve your complaint
- Treat our staff with courtesy and respect
- Supply as much relevant information as possible, as quickly as possible
- Supply the necessary details as accurately as possible
- Include details of any letters that you have sent or received from us and the details of any phone calls or other discussions you have had with our staff about the issue
- Tell us what you want us to do to fix the problem
- Tell us if you need help to lodge your complaint
- Keep a copy of any letter, email or fax you send
- Do not make complaints frivolously, vexatiously or with malice.
If you are unhappy with the handing of a complaint
If you don't think your complaint has been handled well the first time, you can ask to have it looked at by a more senior officer or manager.
If you are still not satisfied, you may refer your concerns to the Ombudsman. The Ombudsman's role is to investigate and review administrative actions taken by Queensland's State agencies and local governments.
Complaints to the Ombudsman can be made in writing to GPO Box 3314, Brisbane, QLD, 4001, in person or by using the online complaint form which can be found at www.ombudsman.qld.gov.au. The Ombudsman's office can also be contacted on telephone number 3005 7000 or toll free (outside Brisbane) 1800 068 908.
Your privacy
Any personal information you supply will only be used by us to investigate your complaint and to allow us to respond to you. Your personal information will only be disclosed to those areas within the department that may have information relevant to your complaint so that it can be managed fairly. None of the information you provide will be disclosed outside of the department without your permission, unless we are required to do so by law. Your personal information will not be provided to the area or person you are complaining about unless it is specifically required to ensure your complaint is appropriately resolved. In such cases, we will contact you to seek your permission.