Raising concerns or making a complaint

The department is committed to open, transparent and accountable service delivery and practice.

Employees are required to exercise their decision-making powers and statutory obligations in a fair and just manner based on fact and evidence supporting the decision made.

You can make a complaint if you feel you have been treated unfairly or have not received the information and support needed. Feedback and complaints.

Adoption Services Queensland is committed to providing people with appropriate and relevant information, and services that are sensitive to individual needs.

Adoption Services Queensland welcomes feedback as part of a continuous improvement and learning process and to ensure effective and positive services and relationships between staff and prospective adoptive parents.

Raising concerns

The longer matters are left, the harder it can be to find a solution.

Please raise your concern with the staff member involved to seek a resolution as soon as possible. If it is not possible to resolve the concerns with the responsible staff member, you may consider making a formal complaint.

Making a formal complaint

Formal complaints can be lodged with the Director of Adoption Services Queensland in writing, telephone or in person.

The complaint will be dealt with in a timely, confidential and sensitive manner.

As part of the formal process, the Director will contact you to discuss your concerns, explore options for dealing with the complaint and to plan a resolution process. The Director will remain in contact with you during the process to ensure a satisfactory resolution.

If you do not wish a complaint to be considered by the Director of Adoption Services Queensland please contact the Complaints and Review Branch.

External assistance

If you do not reach an agreement with the department you might consider contacting an external agency about your concern or complaint.

You can also seek review of a decision through the Queensland Civil and Administrative Tribunal or lodge a complaint with the Queensland Ombudsman.