Compliments and complaints

We want to hear your feedback – good or bad – to help us ensure we are delivering a quality service to Aboriginal and Torres Strait Islander Queenslanders.

Compliments

To tell us about something we’ve done well, you can submit a compliment by:

• phoning 1800 080 464 (free call)
• sending an email
• using the online form.

Complaints

Complaints can be made regarding a range of issues, including:

• a decision the department has made or not made
• the service the department has provided or not provided
• a service that is funded by the department
• the behaviour of the department's employees
• an act or practice of the department in relation to the individual's personal information that may be a breach of the department's obligation under the Information Privacy Act 2009 (Qld) (PDF).

We will deal with all complaints against our actions, decisions or officers’ conduct in a responsive, confidential and fair manner. Your complaint about a decision or action of the department must be made no later than 12 months after you were notified or made aware of the decision or action. Complaints made after 12 months will only be reviewed if the department considers that exceptional circumstances warrant consideration of the out-of-time complaint. Read more about our complaints managagement policy and procedure.

All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009 (Qld). (PDF) Your complaint will be dealt with in a confidential manner and will only be discussed with the people directly involved. Find out more about privacy.

Making a complaint

Try to resolve the complaint

Complaints are best resolved locally, so in the first instance please contact your local regional office. Regional Directors are responsible for managing complaints in their regions.

Make a formal complaint

If your complaint can’t be resolved or you're unhappy with the response to your complaint you can make a formal complaint by:

• phoning 1800 080 464 (free call)
• sending an email
• using the online form
• posting your feedback to: Complaints Unit, Department of Communities, Child Safety and Disability Services, GPO Box 806, Brisbane Qld 4001, who manage complaints on behalf of the Department of Aboriginal and Torres Strait Islander Partnerships (DATSIP).

Write down everything relevant to the matter in the order in which it happened. Make sure you include a description of what happened, dates, phone calls, letters and meetings. Let us know the outcome you are seeking or the action you want us to take.

We will provide and pay for professional interpreting services for clients who have difficulties communicating in English, and can also arrange for interpreters in Auslan and other sign languages when required. Find out more about interpreter and translator services.

Privacy complaints

A privacy complaint may relate to the collection, management, use, disclosure or overseas transfer of your personal information (e.g. your name and address is given to a third party who does not have any involvement with your case). Privacy complaints must be made in writing. If you believe that we haven’t handled your information appropriately, then please complete this Privacy Complaint Form (DOCX, 23 KB) and let us know about your concerns. Once you have completed the form, email the form to the Department of Communities, Child Safety and Disability Services (DCCSDS) Complaints Unit. If you need help completing the form, contact the DCCSDS Complaints Unit on 1800 080 464 or email us.

What happens after you make a complaint?

Once we’ve received your complaint, the departmental officer managing your complaint will keep you informed of its progress and any action taken. When the complaint process is completed, the departmental officer will take note of how your complaint was managed and whether you're satisfied with the outcome.

If you’re unhappy with how we have handled your complaint, you can request that the DCCSDS Complaints Unit reviews the process. If you're still unhappy with the outcome, you can contact the Queensland Ombudsman and ask for an independent review of your complaint.

More information

While every attempt will be made to resolve your complaint, sometimes we might not be the right agency to help you. These contacts can also help with complaints:

• Anti-Discrimination Commission of Queensland, phone 1300 130 670 or TTY 1300 130 680
• Australian Health Practitioner Regulation Agency, phone 1300 419 495
• Australian Human Rights Commission
• Crime and Corruption Commission Queensland, phone 1800 061 611 (toll-free) or 07 3360 6060
• Office of the Health Ombudsman, phone 133 646
• Office of the Public Guardian, phone 1800 661 533 or 07 3225 8325
• Queensland Civil and Administrative Tribunal, phone 1300 753 228
• Queensland Ombudsman, phone 1800 068 908 (outside Brisbane) or 07 3005 7000
• Residential Tenancies Authority, phone 1300 366 311.

• Public Interest Disclosures

  The Queensland Ombudsman administers the Public Interest Disclosure Act 2010 (PID Act). The PID Act provides unique protections from reprisal for public officers disclosing information in the public interest to an appropriate entity.