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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: 

You can also make a complaint anonymously. Please try to provide as much information as possible, so that we can properly investigate and take any necessary action. A representative complaint (on behalf of another person) can be made by using the printable complaint form F4603.

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.

There is no charge to make a complaint. 

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.

All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009. Find out more about privacy.

We will use the information and issues raised in your complaint, and other feedback we receive, to learn, grow and improve our business. We also welcome feedback on our Complaints Management Policy and complaints handling process. 

How long will it take?

We will try to action your complaint as quickly as possible. If an issue is complex, a more detailed investigation may be needed and we will keep you informed of progress. 

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.

Further action

If you are not satisfied with the outcome of your complaint, you can request an internal review. An internal review involves a senior officer investigating the process and the facts of the original decision or action and deciding if it was correct. 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.

If you are not satisfied with the outcome of the internal review 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.

Complaints statistics

In 2018-19, we managed 16 million customer interactions and there were 189.7 million trips on public transport in South East Queensland. 

We received 45,065 complaints, with:

  • 18,121 complaints resulting in further action
  • 26,647 complaints resulting in no further action
  • 297 complaints still under investigation*
  • 78% of complaints responded to within our service standard of 15 working days.

* As at 21 August 2019

In comparison with 2017-18, complaint volumes reduced by 2% and we achieved a 9% improvement in response timeliness. 

Complaints resources

Last updated
27 September 2019