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Making a complaint
The Department of Employment and Industrial Relations has a formal complaint management policy and process in place to ensure that client complaints are addressed.
The Department places a high value on feedback from its clients. This feedback is used to shape and refine the future delivery of products and services.
A crucial part of the feedback process is the complaint management policy. A key objective of the complaint management policy is to promote public confidence in the Department by ensuring openness and transparency in handling complaints about its services and/or products.
The steps to lodging a complaint with the Department of Employment and Industrial Relations
- You are encouraged to play an active part in the resolution of the problem by providing as much relevant information as possible to enable a solution to be found.
- Your complaint may be made orally however, you are encouraged to put your complaint in writing. Find the postal address of your nearest office.
- In the first instance you should contact the staff member you have been dealing with. This officer will try to resolve the problem where possible, or the matter may be referred to another more appropriate officer to attempt a resolution.
- There are specific contacts for complaints about:
- If you remain dissatisfied with the action taken at that level you are encouraged to contact the staff member’s supervisor and, if you wish, seek to have the decision or outcome reviewed by the department. The Department will acknowledge receipt of your request for a review and provide you with a response following consideration of the matter.
- In the event that you remain unsatisfied with the review undertaken by the Department you may refer the matter to an external complaint management body, such as the Queensland Ombudsman's Office.
Register a complaint online
Last updated 3 July 2008