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. 

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

Reporting your complaint

Complaints are best resolved locally, so in the first instance please contact your local regional office. Each service area of the department has a complaints management officer who will work with management staff to manage your complaint. 

When making a complaint to your regional office, you’ll be asked to provide information that will allow your complaint to be handled appropriately and efficiently. Information you will be asked includes:

• your name, address and/or contact details*
• a description of the issue, including any relevant dates and other information that may be relevant to the management of your complaint
• whether you’ve previously contacted us about this issue before
• what outcome you may be seeking.
  *anonymous complaints can and will be accepted. In the instance your complaint is anonymous, you will not be required to provide this information. The department’s complaints management policy and procedure provide further information on how anonymous complaints are handled.

If you do not feel comfortable lodging your complaint with your local regional office or you are not satisfied with how your complaint has been handled at a local level you can make a complaint by:

• phoning 13 QGOV (13 74 68)
• sending an email
• using the online form
• posting your feedback to the Department of Aboriginal and Torres Strait Islander Partnerships (DATSIP) PO Box 15397 City East Qld 4002.

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 and let us know the outcome you are seeking.

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 Aboriginal and Torres Strait Islander Partnerships. 

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.

You will be kept informed of the status of your complaint in accordance with the departmental complaints management procedures. 

If you’re unhappy with how we have handled your complaint, you can request that the department undertakes an internal review of 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 phone 1300 656 419
• 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 (for children) or 1300 653 187 (for adults)
• 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.