Our complaints management policy

We are committed to effective complaints management and will deal with all complaints against our actions, decisions or officers’ conduct in a responsive, confidential and fair manner. Complaints can be made regarding a range of issues, including:

a decision we have made or not made
the service we have provided or not provided
a service that is funded by us
the behaviour of our employees
one of our acts or practices in relation to the individual's personal information that may be a breach of our obligation under the Information Privacy Act 2009
an act or practice that violates an individual’s human rights under the Human Rights Act 2019.

Disclosure of personal information

We may disclose your personal information to other agencies or third parties for the purpose of responding to or managing your complaint, or for evaluation purposes. Your personal information will be handled in accordance with the Information Privacy Act 2009 (Qld). Find out more about our privacy policy.

Complaints management procedure

You can raise a complaint about us or a funded service provider through our complaints management process below. You can find out more by reading our Complaints Management Policy (PDF, 189 KB) Complaints Management Policy (DOCX, 119 KB) and Complaints Information Booklet - Easy Read (PDF, 379 KB) as well as the fact sheets at the bottom of this page.

What happens after you make a complaint

Once we’ve received your complaint, the departmental officer managing your complaint will keep you informed on its progress and any action taken. On completion of the complaint process, the departmental officer will take note of how your complaint was managed and whether you are satisfied with the outcome.

If you are unhappy with the outcome of your complaint

If you are unhappy with how we have handled your complaint, you can request that our Complaints and Advice Unit conduct an internal review. If following this review you are still unhappy with the outcome, you can contact the Queensland Ombudsman to request an independent review by phoning them on 1800 068 908 or sending an email.

Other key complaint resolution contacts

While every attempt will be made to resolve your complaint, sometimes we might not be the most appropriate agency to help you. Other key complaint resolution contacts are:

Queensland Human Rights Commission (formerly Anti-Discrimination Commission Queensland), phone 1300 130 670; National Relay Service
- TTY users, phone 133 677 then ask for 1300 130 670
- Speak & Listen users, phone 1300 555 727 then ask for 1300 130 670
- Internet Relay Users, connect to the national Relay Service and then ask for 1300 130 670.
Australian Health Practitioner Regulation Agency, phone 1300 419 495
Australian Human Rights Commission
Crime and Corruption Commission Queensland, phone 1800 061 611 (toll-free) or (07) 3360 6060
Office of Fair Trading Queensland, phone 13 QGOV (13 74 68)
Office of the Health Ombudsman, phone 133 646
Office of the Public Guardian, phone 1800 661 533 or (07) 3225 8325
Queensland Civil and Administrative Tribunal, phone 1300 753 228
Queensland Ombudsman, phone 1800 068 908 (outside Brisbane) or (07) 3005 7000
Residential Tenancies Authority, phone 1300 366 311.
NDIS Quality and Safeguards Commission, phone 1800 035 544 (free call from landlines) or TTY 133 677; National Relay Service and ask for 1800 035 544