Following recent changes to departmental responsibilities, the functions of the former Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts are transitioning to new departments. Work is underway to update departments’ websites.

Our complaints management policy

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:

  • a decision we have made or not made
  • the service we have provided or not provided
  • a service that is funded by us
  • the behaviour of our employees
  • one of our acts or practices in relation to the individual's personal information that may be a breach of our obligation under the Information Privacy Act 2009
  • an act or practice that violates an individual’s human rights under the Human Rights Act 2019.

Find out more about our complaints management policy (PDF, 249 KB) (DOCX, 136 KB).

Complaints are best resolved at the local or regional level, so in the first instance please contact your local or regional service centre.

Disclosure of personal information

We may disclose your personal information to other agencies or third parties for the purpose of responding to or managing your complaint, or for evaluation purposes. Your personal information will be handled in accordance with the Information Privacy Act 2009 (Qld).

Read more about information privacy.

Complaints management process

You can raise a complaint about us, or a funded service provider, through our complaints management process which is detailed in our complaints management policy (PDF, 249 KB) (DOCX, 136 KB).

What happens after you make a complaint

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 the outcome of your complaint

If you are unhappy with how we have handled your complaint, you can request that an internal review.  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 3005 7000, or via their online complaints form.

Other key complaint resolution contacts

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:

More information

Donwload document

Complaints data

We are required to publish departmental customer complaints data under section 264(3) of the Public Sector Act 2022 (Qld).

Complaints data 2023-24  (PDF, 115 KB) (DOCX, 25 KB)

Contact us

For all general enquiries, contact our department offices.

Feedback

We welcome your complaints, compliments or any feedback that will help us improve our services.  We are committed to effectively handling complaints in a timely and professional manner.

Last reviewed:14 November 2024

Last modified:14 November 2024

Creative Commons Attribution 4.0 International (CC BY 4.0) licence This work is licensed under a Creative Commons Attribution 4.0 International (CC BY 4.0) licence
Back to top

Cultural acknowledgement

We pay our respects to the Aboriginal and Torres Strait Islander ancestors of this land, their spirits and their legacy. The foundations laid by these ancestors—our First Nations peoples—give strength, inspiration and courage to current and future generations towards creating a better Queensland.

Our human rights commitment

We will respect, protect and promote human rights within our decision-making and actions.