While the Queensland Ombudsman investigates complaints about Queensland public sector agencies, if you are unhappy with our decision or service and would like to make a complaint, please contact us.

Our Office is committed to ensuring an excellent level of service and access for all clients. We take all complaints seriously against our decisions and actions, including officer conduct.

We:

• actively encourage feedback about how we carry out our core complaints function.
• take a client-focused approach to how we deal with complaints about our services.
• accept complaints about our services orally or in writing.
• use complaints about our services to improve our business processes.

 Complaints Management Policy

Unhappy with our decision?

You can request a review of our decision if you feel the decision was not correct.
Complaints will be dealt with in accordance with their urgency. Reviews of complaints (excluding service delivery complaints) will consider whether:

• the assessment and investigative process adequately addressed the issues.
• the decision was correct in the circumstances.
• the decision was properly explained to the complainant.

Please note, for resourcing reasons, your complaint will only be reviewed once.

If we receive a complaint about a decision or action of our Office more than one year after you were notified of that decision or action, it will only be reviewed if exceptional circumstances exist.

 Request an internal review

Unhappy with our service?

Our Client Service Charter and Code of Conduct clearly set out the levels of service and conduct standards you can expect in your dealings with our Office.

You can complain about any aspect of service that we provide, including office procedures and the actions of staff members (i.e. lack of timeliness or courtesy).

Wherever possible, we seek to deal with service delivery complaints at the first point of contact.

If your complaint relates to the behaviour or competency of an officer or you are dissatisfied with our initial attempt to resolve the complaint, the matter will be referred to the relevant supervisor who will determine the appropriate response.

Please contact us if you are unhappy with our service.