Approach the agency concerned and genuinely try to fix your problem. Most agencies have their own system for handling complaints. Keep a record of your discussions and copies of letters or emails to and from the agency.

Make sure you tell them what you want to happen.

Do you want:

• An apology?
• A different decision?
• A change to the way things are done?

Some useful tips

• If your complaint is complex, it is often more effective to write to the agency rather than phone, especially if you need to provide copies of documents.  Even if you feel angry or frustrated, staying calm and focusing on the main problem will help you to get your point across.
• Whether you write or phone, you should stick to the main facts and provide only as much detail as is needed to understand and resolve the problem.
• Ask for the name of the person you speak with and their position.  Keep a note of the conversation and the date and time of your call.
• Think about what action you believe the agency should take to resolve the problem. Be calm and polite. Becoming abusive or blaming an individual often encourages people to defend their actions and may prevent them from seeing the issue from your perspective.
• If your request is reasonable and realistic, you are more likely to be satisfied with the agency's response.

For more information, see our Tips/Advice on complaining to a Queensland public agency.