Make a complaint online form or printable form

Frequently asked questions about making a complaint

Complaints Management policy

Compliments/Complaints poster

Compliments/Complaints brochure

Multicultural translations

Contact us

Complaints Management

Compliments

Would you like thank one of our front line officers or one of our other valued staff members who you believe has done an outstanding job?

Fill out a simple online compliment form, or send an email to feedback@dcs.qld.gov.au.

Before emailing us please refer to our privacy statement.

We will make sure your message is passed on and that our officers are recognised for their good work.

Complaints

We value all feedback, good and bad, because it helps us to improve our efficiency and effectiveness.

If you have a complaint about an action or decision made by the Department, we would welcome the opportunity to assist you and resolve your complaint.

How to make a complaint

The best way to make a complaint is:

• by submitting our online complaint form;
• by sending an email to complaintsmanagement@dcs.qld.gov.au; or
• by writing to us (Compliments or Complaints, Information Rights Unit, GPO Box 1054, Brisbane Q 4001)

Before emailing us please refer to our privacy statement.

Anonymous complaints

Anonymous complaints will be accepted and recorded within the complaints management register. However, there will be limitations as to how thoroughly an anonymous complaint can be investigated.

Teletype services

If you are deaf, or have a hearing or speech impairment, phone the Department of Community Safety through the National Relay Service (NRS) on the numbers listed below:

TTY users, phone 13 36 77 and ask for the number you need

Speak and Listen (speech-to-speech relay) users, phone 1300 555 727 and ask for the number you need.

Internet relay users, connect to the NRS on www.relayservice.com.au and ask for the number you need.

If you would like further information about the National Relay Service, phone 1800 555 660 or email

What happens to my complaint?

• When we receive your complaint we will send you a letter within 7 days letting you know that we have received it. 
• We will investigate your complaint, and aim to resolve it.  We may contact you for further information.
• We will write to you and let you know the outcome.  Most complaints are resolved within 30 days however some complaints are more complex and take longer.  We will keep you informed if this is the case.
• If for some reason we cannot investigate your complaint (for example, the issue is outside the Department’s jurisdiction), we will write to you and let you know.

Complaints Management Documents

Complaints Management Procedure
     Appendix A: Complaint Form
     Appendix B: Complaint Management Process Checklist
     Appendix C: Acknowledgement Letter
     Appendix D: Review Matrix
     Appendix E: Complaints Review record
     Appendix F: Extension Letter
     Appendix G: Outcome Letter

Contact us

If you need help with sending a compliment or making a complaint, or would like to check on the progress of a complaint investigation, you can contact us:

Executive Manager
Information Rights Unit
Department of Community Safety
GPO Box 1425
Brisbane Qld 4001

Phone: (07) 3635 3509
Fax: (07) 3247 8011
Email: privacy@dcs.qld.gov.au

Before emailing us please refer to our privacy statement.

Annual Report

Flood commission Interim Report and the Queensland Government Response

Queensland Government Reconciliation Action Plan 2009 - 2012

Disaster Management Act Review

DCS Regulatory Simplification Plan 2009-2013

An important message for all Queensland Government employees and volunteers - Commission of Inquiry

Disaster Readiness Amendment Act 2011