Compliments and complaints
We value compliments and complaints because they help us improve our business.
If you have a complaint about an action or decision made by Transport and Main Roads, we welcome the opportunity to assist you and resolve your complaint promptly and effectively in the first instance. You can view our complaints management policy (PDF, 89 KB), complaints management procedures (PDF, 482 KB) and compliments and complaints brochure (PDF, 289 KB).
We 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.
How can I provide feedback?
Customers can compliment, complain or provide feedback to the department by:
- completing the online form
- completing the printable Customer Complaint form (QF4603)
- completing the printable Customer Compliments form (QF4959)
- writing to ‘Compliments and Complaints’ at GPO Box 1412, Brisbane 4001
- calling 132 380 between 8 am and 5 pm EST Monday to Friday
- speaking to our staff at any Transport and Main Roads office or service centre.
If you are not satisfied with the outcome of your complaint, you can request an internal review. Internal review requests should be provided in writing.
If you have any feedback or suggestions for improving the complaints management policy (PDF, 89 KB) or complaints management procedures (PDF, 482 KB), please complete the “Suggestions for improvement” section of the online form or write to:
Compliments and Complaints
GPO Box 1412
Brisbane 4001
How do I make an anonymous compliment or complaint?
To lodge a compliment or complaint using the online form, you will be required to provide your contact details. If you wish to lodge an anonymous compliment or complaint, please use one of the other contact methods listed.
When you lodge an anonymous complaint, we cannot reply to you. Our investigation of your complaint will be limited by the information you have provided.
How long will it take?
We will acknowledge your complaint within five working days. We aim to respond to complaints within 15 working days. If an issue is complex, a more detailed investigation may be needed and we will keep you informed of progress.
What happens to my complaint?
Once we receive your complaint, it is assessed and referred to an investigating officer. The investigating officer may contact you for further information. When the investigation is complete, the investigating officer will inform you of the outcome of your complaint.
Internal Review
If you are not satisfied with the outcome of your complaint, you can request an internal review. The internal review request should be:
- in writing
- lodged within 28 days of you receiving the decision about your complaint
- detail why you wish the matter be reviewed
- explain how you have been affected by the decision
- detail what action you would like taken to resolve the complaint.
Services available to assist you
If you need an interpreter please call the Translating and Interpreting Service on 131 450 and have them contact the department on 132 380.
If you are deaf, or have a hearing or speech impairment:
- TTY users phone 133 677y, then ask for 132 380.
- Speak-and-listen users phone 1300 555 727y, then ask for 132 380.
- Internet relay users connect to the National Relay Service, then ask for 132 380.
Further action
If a complaint is not resolved to your satisfaction, you can 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.
y Call surcharge will apply. Higher rates from mobile phones will apply.
