Compliments and complaints

We encourage and appreciate your feedback. It helps shape our service delivery and values and improve the way we achieve our goals, interact with each other and service our customers.

We’re committed to effective customer complaints management. Customers making a complaint will be treated with respect and will have the opportunity to engage with the customer complaints process and be provided assistance where needed. The department will handle complaints in a responsive, confidential, and objective manner, taking all reasonable steps to ensure that complainants are not adversely affected because of a complaint made by them or on their behalf.

Our customer complaint process aims to be:

• customer focused
• timely and fair
• clearly communicated
• accountable
• an improvement to our services.

Human rights will be considered throughout the complaints process.

As a division of the department, the Office of Industrial Relations aligns with departmental values and approach, however, manages customer complaints in accordance with its own policies and procedures. For more information, please visit the Office of Industrial Relations website.

What you can complain about

You can make a complaint if you are dissatisfied with an action or decision made by the department, its employees or persons it has engaged to provide services on its behalf, and that action or decision directly affects you.  This may include:

• the customer service provided
• a decision made or failure to make a decision
• an act or failure to act
• the formulation of a proposal or intention
• the making of a recommendation.

How to complain or provide feedback

Complain to the department

You can lodge a complaint or provide feedback via:

• online:  Queensland Government portal
• phone: 13 QGOV (13 74 68)
• Post:
  Complaints
  Department of State Development, Infrastructure and Planning
  PO Box 15009 City East, Qld 4002
• email: complaints@dsdilgp.qld.gov.au

Anonymous complaints are accepted however complaints made on an anonymous basis may limit how the department can review and respond to the complaints. We can only address the content of a complaint where there is sufficient information to do so.

Complaints are not accepted through the department’s social media channels.

Assistance with your complaint or feedback

If you need assistance to lodge a complaint or provide feedback, the following services are available:

Interpreter services

If you need an interpreter, call 1800 512 451 or go to Translation and Interpreting Service

National Relay Service

If you are deaf or have a hearing or speech impediment, contact us through the National Relay Service.

• Teletypewriter: phone 13 36 77 and ask for 13 QGOV (13 74 68).
• Voice relay : phone 1300 555 727 and ask for 13 74 68.
• Internet relay (NRS chat): log into the internet relay call (NRS Chat) page and type in 13 QGOV (13 74 68).
• Video relay: choose the available video relay contact on Skype and ask for 13 QGOV (13 74 68).

• SMS relay: send a text message to 0423 677 767 asking for 13 QGOV (13 74 68).

We understand that each customer has a different set of circumstances. We will engage with you as an individual and help you through the complaints process, considering your own circumstance and the services you may need.

How your complaint will be managed

We aim to respond to your complaint within 3 working days and aim to resolve it within 30 working days. If the matter is complex, it may take longer. We will provide you with a contact person and keep you informed of the progress.

If you are not happy with the outcome of your complaint, you can request an internal review.

If you are still not satisfied with the internal review, you can contact the Queensland Ombudsman.

Other complaints

Please see the department's policies for complaints about human rights, privacy, corruption and public interest disclosures.

Customer complaints records