Compliments and complaints
Customers can compliment, complain or provide feedback to the department by phone, by email, in person, by post or online. A full list of contact options for the department is available on the contact us page.
Customer complaints
The department strives to provide customers with high-quality service, products and operations. We value customer compliments and complaints because they help us to improve our efficiency and effectiveness. You can view our compliments and complaints brochure (PDF**, 143KB), or print out the print-friendly version (PDF**, 497KB)If you have a complaint about an action or decision made by the department, we would welcome the opportunity to assist you and resolve your complaint promptly and effectively in the first instance.
The department will treat complainants with courtesy and respect. However, to meet our duty of care obligations to our staff, the department will not accept any complaints that are abusive, harassing or threatening. If an online complaint is submitted containing offensive language it will not be delivered.
All complaints are dealt with under the Complaints Management Policy (PDF**, 62KB). If you have any feedback or suggestions for improving the Complaints Management Policy, please complete the "Suggestions for improvements" section of the online form or write to:Compliments and Complaints
GPO Box 1412
Brisbane 4001
The addresses and phone numbers for the department are listed on the contact us page.
Further action
If, after contacting us, your complaint to the department has not been resolved, you may contact the Queensland Ombudsman.
The Queensland Ombudsman is an independent organisation that investigates complaints about the actions and decisions of Queensland's state and local government agencies, and their staff. These complaints may be about actions, or decisions, that were:
- made for an improper purpose
- made on irrelevant grounds
- illegal or contrary to law
- unreasonable
- unjust
- improperly discriminatory
- based on a mistake of law or fact
- made without giving reasons
- wrong.
If you have not already raised your complaint with the department, the Ombudsman may choose to refer you back to us for a review under our complaints management process before considering your complaint.
**While this department has taken every possible precaution with the creation of these files, they are downloaded and used at your own risk. Adobe Reader is needed to open and print Portable Document Format (PDF) files and is free to download from http://www.adobe.com/products/acrobat/readstep2.html. Various tools to enable access to these files for people using a screen reader can be found at http://access.adobe.com. Further information is available from the "Help with downloading, reading and printing PDF".
Last updated 22 September 2009
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