Resolving your complaint

Sometimes things do not go quite the way we expected. Sometimes a decision or a matter just needs to be explained further, other times it needs to be looked at again.

Before lodging a complaint, we encourage you to discuss your concern with us over the phone or in person (by requesting a meeting). Where possible, we will take appropriate steps to resolve your concern informally. If your concern cannot be resolved or you are unhappy about the outcome, you may wish to lodge a formal complaint.

Your complaint will be managed in accordance with our complaint management policy.

Our complaint procedure aims to:

be timely
be fair
keep you informed of your complaint’s progress on a regular basis
be easy to use
be confidential
respect your privacy

Every suggestion or complaint is an opportunity for improvement. Your input will help us to improve our performance and contribute to our quality assurance process.

What can I complain about?

You may complain about a range of issues, including:

the conduct of our administrative or professional officers
an administrative decision
our policies and how they are applied

Can you give me legal advice or intervene in legal matters?

No. We cannot provide legal advice or intervene in legal matters. For information about obtaining legal advice or other assistance click here.

How can I help you to resolve my complaint?

We encourage you to play an active part in the resolution of your complaint by:

outlining your complaint as clearly and accurately as possible
providing any supporting documentation that may help us resolve your complaint
outlining any outcome you are seeking
treating our staff with courtesy and respect.

How do I lodge a complaint?

We encourage the lodgement of complaints in writing. Go to our contact us section for our postal, facsimile or email address details. Your complaint should be addressed to the Director of the Commission.

If you are unable to lodge your complaint in writing, our staff will take reasonable steps to help you by making a written record of the complaint.

What happens once I lodge my complaint?

Your complaint will be referred to a complaint officer who will investigate the matter and will contact you with an outcome. During the investigation the complaint officer may contact you to discuss your complaint or ask for more information.

How long will it take to resolve my complaint?

Standard complaints will be resolved within 30 working days (the exact period of time will be confirmed once your complaint is lodged). However complex complaints may take longer to resolve. In these cases our policy generally allows up to 70 working days to resolve your complaint. When this occurs you will receive regular progress reports until the investigation is complete.

What if I change my mind?

You can withdraw your complaint at anytime and we will cease the investigation.

What if I am not satisfied with the outcome of my complaint?

If you are not happy with the outcome of your complaint you may request a review of the complaint by the Director of the Commission or lodge a complaint with the Queensland Ombudsman.

Queensland Ombudsman

Address:

Level 25
288 Edward Street
Brisbane QLD 4000

Postal address:

GPO Box 3314
Brisbane QLD 4001

Phone: 07 3005 7000 or 1800 068 908
Fax: 07 3005 7067
Email: ombudsman@ombudsman.qld.gov.au

Updated 07 October 2008