Community engagement

How can we help community organisations and advocacy groups deal with complaints?

People reach out to community organisations and advocacy groups for help when they have a problem. When advising a client about a complaint concerning state government departments and agencies (including state schools and TAFE), local councils and publicly funded universities the following actions may help.

Advise your clients to make a complaint to the organisation involved:

Give the organisation a chance to resolve the issue. Government organisations are required to have a complaints management system (CMS) in place and be accountable for their decisions and actions. The CMS should be easily accessible on their website.

Learn more about complaining to the organisation involved.

Once your client has exhausted the organisation’s complaint management process, and is still dissatisfied with the action or decision:

Find out what is in the Queensland Ombudsman's jurisdiction (those matters it can deal with) before making a complaint.

Queensland complaints landscape (QCL) presentations

We have prepared a presentation for community organisations about the Queensland complaints landscape. This presentation was developed to build greater knowledge in the community about complaints management systems and the Office’s services. It covers navigating the complaints landscape, what you should expect in a complaints process, how to approach making a complaint, how to progress a complaint and when and how to contact us.

Queensland complaints landscape presentation (PDF 1.7MB)

If you are interested in hosting a presentation or would like more information, please contact our Education and Engagement Team on (07) 3005 7023 or training@ombudsman.qld.gov.au.

Printed material

If you wish to request brochures or posters about the Queensland Ombudsman’s role and services for display at your office, please contact our Marketing Coordinator on (07) 3005 7023 or training@ombudsman.qld.gov.au.

Subscribe to our e-news

Our Perspective newsletters are essential reading for anyone interested in complaints management and good decision-making. We also publish Ombudsman Advisories. These publications look at the lessons from recent investigations.

Become part of our network, subscribe today. 

Last updated: Wednesday, 26 June 2019 4:24:32 PM