Compliments and complaints
Please note: Due to COVID-19 we are currently experiencing a high volume of customer enquiries that we will action as soon as we can. For non-urgent enquiries please use the enquiry form. For urgent enquiries, there are other ways you can contact us.
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.
How can I provide a compliment or complaint?
What if I need help?
If you experience problems accessing any of the information on our site, please contact us and we will try our best to fix the problem or provide the information in an alternative format. There are also services available to assist you if you need help to provide feedback.
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Who can complain?
Everyone has the right to complain and there's no charge to make a complaint. You can make a complaint on your own, jointly with someone else or have another person (such as a family member, friend or advocate) act on your behalf.
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.
What can I complain about?
Complaints can be made about a range of issues, including:
- a decision the department has or has not made.
- a service the department has or has not provided.
- a policy, product or project of the department.
- the behaviour of our staff.
- an alleged limitation of your human rights under the Human Rights Act 2019.
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.
- Keep us informed—please tell us about any changes that may affect your complaint, including if help is no longer required.
When is the department unable to manage a complaint?
We value all feedback, but there may be times when we're unable to manage your complaint.
This may include if:
- a matter is being dealt with by an external complaint agency, court or tribunal.
- it's not possible to establish the department's jurisdiction in the matter.
- the complaint is outside of the 12 month timeframe and there are no special circumstances identified which warrant action.
- the complaint is abusive, threatening or contains offensive language.
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 or earlier if needed.
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.
We will acknowledge your complaint within 5 working days and respond within 15 working days. If your issue is complex or involves a human rights complaint, a more detailed investigation may be needed. This may take up to 45 working days and we will keep you informed of progress, if needed.
If you are not satisfied with the outcome of your complaint, you can request an internal review.
Your request should:
- be in writing if possible
- be lodged within 28 days of you receiving the decision about your complaint
- detail why you wish the matter be reviewed
- include any new information that should be considered
- explain how you have been affected by the decision
- detail what action you would like taken to resolve the complaint.
An internal review will be conducted by an officer who has had no substantive dealing with the complaint and is of equal or greater seniority to the original decision maker. They will review the process and the facts of the original decision or action and decide if it was correct. An internal review does not generally involve a reinvestigation of the complaint.
If you are not satisfied with the outcome of the internal review you can contact the Queensland Ombudsman or the Queensland Human Rights Commission.
In 2020-21, we managed 17.5 million customer interactions and there were 119.06 million trips on public transport in South East Queensland.
We reported 25,853 customer complaints, with:
- 11,243 complaints resulting in further action
- 14,411 complaints resulting in no further action
- 119* complaints still under investigation.
* as at 24 August 2021
In comparison with 2019-20, complaint volumes reduced by 26%. We achieved a 7% improvement in response timeliness, with 94% of 2020-21 complaints responded to within service standards.
In line with the Human Rights Act 2019, customers are able to make a human rights complaint to us. In 2020-21, 51 of the 25,853 complaints were identified and managed as human rights complaints. Of these, 30 complaints were unsubstantiated, and 21 were substantiated and found to involve actions or decisions that were incompatible with the Human Rights Act 2019. The 21 substantiated human rights complaints were predominantly seeking improvements to service delivery and performance relating to access concerns and/or alleging discrimination relating to race, religion and disability. The complaints provided us with an opportunity to reflect and improve our decision-making processes.
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