We want to hear your feedback – good or bad – to help us ensure we are delivering a quality service to the community.
All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009 (Qld). Your complaint will be dealt with in a confidential manner and will only be discussed with the people directly involved. Find out more.
To tell us about something we’ve done well, you can submit a compliment by:
We are committed to effective complaints management and will deal with all complaints against our actions, decisions or officers’ conduct in a responsive, confidential and fair manner. Complaints can be made regarding a range of issues, including:
You can raise a complaint about the department or a funded service provider through our complaints management process.
Complaints are best resolved at the local or regional level, so in the first instance please contact your local Child Safety or Disability Services, Service Centre.
Service Centre Managers are responsible for managing complaints.
If your complaint can’t be resolved or you are unhappy with the response to your complaint, please contact our central Complaints team. Write down everything relevant to the issue in the order in which it happened. Make sure you include a description of what happened, dates, phone calls, letters and meetings. Let us know the outcome you are seeking or the action you want us to take.
You can make a formal complaint by:
We will provide and pay for professional interpreting services for clients who have difficulties communicating in English, and can also arrange for interpreters in Auslan and other sign languages when required. Find out more.
Once we’ve received your complaint, the departmental officer managing your complaint will keep you informed on its progress and any action taken. On completion of the complaint process, the departmental officer will take note of how your complaint was managed and whether you are satisfied with the outcome.
If you are unhappy with how we have handled your complaint, you can request that our Complaints Unit reviews the process. If following this review you are still unhappy with the outcome, you can contact the Queensland Ombudsman to request an independent review by phoning them on 1800 068 908 or sending an email.
While every attempt will be made to resolve your complaint, sometimes we might not be the most appropriate agency to help you. Other key complaint resolution contacts are:
If you have a story – good or bad – about your experience of care, you can share your experience on the Care Opinion website.
Care Opinion is an independent site where anyone can share stories about their experience of care. The site covers care and support services in Australia, and gives service users, their families and carers the opportunity to publish their personal experiences of the care system.
Care Opinion is a place where you can:
Information about the department's complaints management policy and procedure.
The Queensland Ombudsman administers the Public Interest Disclosure Act 2010 (PID Act). The PID Act provides unique protections from reprisal for public officers disclosing information in the public interest.