Compliments and complaints
We value your feedback because it helps us improve our business. We welcome the opportunity to assist you and aim to respond promptly and effectively.
What should I do first?
If you have a complaint or other feedback, there are some steps that can help us to help you.
- Act quickly—please tell us about any problems as soon as possible. The earlier you tell us, the sooner we can act.
- Go local—many concerns can be resolved quickly and easily by speaking with our local staff or the service provider in the first instance.
- Make it clear—describe the issue and tell us everything that’s relevant in the order it happened. This might include dates, times, what action has been taken so far and any supporting information. Also make sure you tell us what outcome you’re seeking or the action you want us to take.
How can I provide feedback?
You can make a compliment or complaint, or provide feedback, to us by:
We will treat you with courtesy and respect. However, to meet our duty of care to our staff, we will not accept any complaints that are abusive, threatening or contain offensive language.
If you need assistance to provide feedback, there are services available to assist you.
What happens to my complaint?
Your complaint will be assessed for action and we may contact you for further information. If you would like a response, we will inform you of the outcome of your complaint once any investigations are complete.
How long will it take?
We will acknowledge your complaint within 5 working days and aim to respond within 15 working days. If an issue is complex, a more detailed investigation may be needed and we will keep you informed of progress.
If you are not satisfied with the outcome of your complaint, you can request an internal review. The request should:
- be in writing
- be 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.
You can also 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.