Compliments and complaints
At the Department of the Premier and Cabinet we want to hear your feedback - good or bad - to help us ensure we are delivering quality services.
Compliments
If you would like to compliment us on something we've done well, please give us your feedback by:
Complaints
We deal with all complaints against our actions, decisions or officers' conduct in a responsive, confidential and fair manner.
Step 1. Try to resolve the complaint informally
If you have a complaint to make, discuss your concerns with the area responsible for the service. You may be able to resolve the complaint informally. Contact us on (07) 3224 2111 and we will put you through to the relevant business area.
Step 2. Make a formal complaint
If your concern can't be resolved or you are unhappy with the outcome, you can lodge a formal complaint. Your complaint will be managed in accordance with our complaints management policy. You can make a verbal or written complaint. Wherever possible it's best to contact us in writing so we can accurately investigate all aspects of your complaint.
Written complaints
To make a complaint in writing, you can download and complete the lodgement form or use it as a guide for writing to us.
Return your written complaint to us marked as "Complaint" by:
Verbal complaints
Contact us on (07) 3224 2111 to make a verbal complaint. Please have the following information ready:
- your name and contact details
- full details of the events, dates and places concerning the complaint
- the names of others who may have witnessed or have information about the complaint
- any other evidence that supports the complaint
- the desired outcome.
Step 3. Resolving your complaint
Once we have your complaint we will work with you to resolve it. Our policy is that:
- complaints will be investigated without prejudice
- complaints will be dealt with confidentially
- complainants will be treated respectfully
- complainants will not suffer any reprisal from the department or its officers for making a complaint.
How long will it take?
We will acknowledge your complaint within five working days of receiving it. Where possible the matter will be finalised within 30 working days.
Sensitive and complex complaints that need more detailed investigation and analysis may take longer to finalise. In these circumstances, we will tell you the reason for the extended time and regularly update you on the complaint's progress.
Step 4. Unresolved complaints
If you are not satisfied with how your formal complaint was resolved, you can contact The Queensland Ombudsman (external link).
The Queensland Ombudsman's Office is an independent complaints investigation agency. Their role is to ensure that public agencies act fairly and make the right decisions for Queenslanders.
Last reviewed: 19 July, 2009
Last updated: 22 July, 2009
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