People who make a complaint to us often have a number of questions about the process. This page provides answers to some of the more common questions.
What should I do first?
How do I make a complaint to the Ombudsman?
Who can complain?
What sort of information should my complaint include?
What happens to my complaint?
Does the Ombudsman deal with all complaints that are made?
Is there a time limit that applies to complaints?
Can the Ombudsman give me legal advice?
Does it cost anything to lodge my complaint?
Can my complaint be anonymous?
Can I suffer reprisals if I make a complaint?
Can my complaint make a difference?
If you are dissatisfied with the decision or action of a Queensland public agency, you should first approach the agency concerned and genuinely try to resolve your problem.
Most agencies have complaints procedures but if they don't, speak with a suitably authorised person and keep a record of your discussions.
We recommend that you write to the agency outlining your concerns and the outcome you are seeking. You should then allow a reasonable time for a response.
Make sure you tell them what you want to happen - do you want an apology, a different decision, or do you want to change the way things are done?
If that doesn't work, contact our Office.
You can make a complaint in a variety of ways - in person, by phone, TTY phone, or in writing (you can send your complaint to us by fax, email, mail or by lodging it online).
You will find an online complaint form on this website. You can submit your complaint online by following the steps. We also have a printable complaint form that you can download, print off, fill in and send to us if you prefer.
If your complaint is complex, it is helpful if you write, email or lodge an online complaint. If you need to send us copies of letters or documents, you can email, fax or post them. We can arrange assistance if writing is difficult due to language differences or a disability.
You can make a complaint on your own, jointly with someone else, or have another person act on your behalf.
People in correctional centres or psychiatric hospitals can forward their confidential complaints to us according to the local mailing procedures.
Back to top
What sort of information should my complaint include?
Your complaint should include:
- your name, address, telephone and fax numbers, and an email address if available
- whether you are complaining on behalf of someone else
- details of the agency you are complaining about
- a concise statement of the circumstances that led to the problem, detailing who was involved, what and when the events occurred and why the situation is unfair or wrong
- steps you have taken to resolve the complaint and the result
- copies of relevant paper work
- the result you are seeking.
We assess your complaint, usually within seven days and decide whether to investigate it. Sometimes we need to talk to you or the agency to properly assess your complaint.
If we think the agency has made a mistake or treated you unfairly, we will recommend that it correct its mistake or take some other action. If we don’t investigate your complaint we will explain why.
Most complaints are resolved quickly, but more complex ones can take some time as we may need to examine files or interview people. If necessary, we can use formal investigative powers to obtain information. We will keep you up-to-date and inform you of any new developments.
In some cases, we may also provide a report to Parliament depending on the nature of the complaint and whether it is in the public interest to do so.
Does the Ombudsman deal with all complaints that are made?
No. We have to give priority to more serious matters, especially if they are likely to affect others.
We generally do not investigate a complaint if you have:
- Another right of review you have not used
- Not attempted to resolve the problem with the agency concerned.
We don’t have power to investigate some of the decisions and actions referred to us, such as:
- decisions of Ministers and Cabinet, courts and judges, tribunals, legal advisers to the Crown and the Auditor-General
- the actions of private individuals or businesses (e.g. insurance or telephone companies)
- the operational actions of police
- the actions of Commonwealth or interstate departments or agencies (these matters should be referred to the Commonwealth Ombudsman at www.ombudsman.gov.au or, as the case may be, the Ombudsman of the relevant State or Territory).
Back to top
Yes. We do not normally investigate a complaint if you have known about it for more than 12 months before contacting us.
Can the Ombudsman give me legal advice?
No. While many of our investigative staff are lawyers, we cannot offer you legal advice.
Does it cost anything to lodge a complaint?
The Ombudsman's services are free of charge.
Can my complaint be anonymous?
We can act on anonymous complaints but we require sufficient information to carry out an investigation and need to be convinced that the complaint is of a serious nature.
Can I suffer reprisals if I make a complaint?
It is unlawful for a complainant to be victimised for making a complaint to the Ombudsman or for a person assisting the Ombudsman with an investigation to be victimised.
There is also legislation in Queensland to protect public officers who 'blow the whistle' about the actions of Queensland's public agencies. If you believe you have been victimised for making a complaint, let us know and we may be able to help you.
Can my complaint make a difference?
Yes. Others may also share your experience and nothing will improve if you don't complain. We can recommend changes to the systems that have led to your complaint. While we cannot force agencies to comply with our recommendations, history shows that they usually do.
Back to top