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Compliments and complaints

DJAG aims to deliver quality services that respond to the needs of Queenslanders. To help achieve this, DJAG welcomes your feedback, both positive and negative. Your feedback can help DJAG improve its services.

Complaints

DJAG is committed to effective client complaints management.

DJAG's client complaint process aims to be:

  • fair
  • timely
  • easy to use
  • confidential.

What can I complain about?

Because of the nature of DJAG’s work, complaints are managed depending on the type of complaint.

Most general complaints about a DJAG product, service (including how a DJAG officer provided that service), procedure, practice, policy or a breach of privacy can be submitted using the DJAG Client complaint process either online, or by completing a complaint form (PDF, 1.2 MB) and mailing it to the relevant business area or lodging in person.

However, some matters have different management processes. If your complaint relates to any of the out of scope matters, please use the appropriate process.

Complaint process

Anonymous complaints

Anonymous complaints are treated like any other complaint. Anonymous complaints may be made by completing an online complaint form, or posting a complaint form (PDF, 1.2 MB) to DJAG.

Your privacy during the complaint management process

The Department of Justice and Attorney-General (DJAG) collects your personal information for the purposes of identifying and dealing with your complaint, in accordance with the Department's client complaint management policy (PDF, 338.8 KB) . Your personal information may be forwarded to the business unit or region relevant to your complaint so your complaint can be addressed. Your personal information will not be provided to any person you are complaining about, unless it is specifically required to ensure your complaint is appropriately dealt with. Any use of your personal information (DOCX, 252.0 KB) will be limited to that necessary to investigate and respond to the issues raised in your complaint.

What you can do to help DJAG resolve your complaint

DJAG encourages you to play an active part in resolving your complaint by:

  • outlining your complaint as clearly and accurately as possible
  • providing any supporting documentation that may help DJAG resolve your complaint
  • treating DJAG staff with courtesy and respect.

What happens when you lodge your complaint

Your complaint will be referred to a complaint officer who will action your complaint and contact you with an outcome. The complaint officer will contact you to acknowledge receipt of your complaint and may contact you during the process to discuss your complaint or request further information.

How long it will take to resolve your complaint

Classification Description Timeframe
Simple A complaint that is resolved at the point of service. Resolved immediately at point of service.
Standard A complaint that usually has only one single issue or concern. Resolved within 30 working days of receipt.
Complex A complaint that has multiple issues and/or is serious in nature and usually requires an extensive investigation. Resolved within 70 working days of receipt.
Privacy A complaint by an individual about an act or practice of DJAG in relation to the individual’s personal information. Resolved within 45 working days of receipt.

Please note: At any stage, it may be appropriate for a complaint’s complexity to be escalated or downgraded in response to investigation findings or after the receipt of further information from the complainant. The exact period of time will be confirmed once your complaint is lodged and you will receive regular progress reports until the investigation is complete.

What happens if you’re not satisfied with the outcome

If you’re not satisfied with the outcome, you may request a review of the complaint by the manager of the relevant business area. If you are still not satisfied, you can contact the Queensland Ombudsman. The Queensland Ombudsman will assess your complaint and advise if they can conduct an external review (some matters are out of scope for review under this complaint management system - see  the list of out of scope matters).

GPO Box 3314
Brisbane QLD 4001
Phone: (07) 3005 7000, or freecall: 1800 068 908
Email: Queensland Ombudsman

What happens once I submit my complaint?

  1. Your complaint is received by DJAG and sent to the appropriate business area for action.
  2. We acknowledge your complaint either in writing or by telephone within five working days.
  3. Depending on the type of complaint (simple or complex), it takes approximately 30-70 days to investigate. Once completed, we notify you of the outcome.
  4. If you are not satisfied with the outcome you, can request an internal review.
  5. If you are not satisfied with the outcome of the internal review you can request an external review.
  6. We monitor and review complaints and their outcomes to improve our service. We also give our clients the opportunity to provide feedback on the process. Please speak to your complaints manager to ask

Accessibility and interpreter assistance

Interpreter

Reasonable assistance is provided to anyone wishing to make a complaint.

Language assistance is available through the Translating and Interpreter Service (131 450).

For the deaf and hearing impaired, contact us using the National Relay Service:National Relay Service

  • TTY users phone 133 677
  • Speak and listen (speech-to-speech relay) 1300 555 727
  • Internet relay users connect to the National Relay Service.

Reports

Out of scope

Please check to see if your matter is out of scope as it might have a different complaints process.

Compliments

If you have a compliment, please contact the relevant business area directly.

Contacts

Phone:
13 QGOV (13 74 68)
+61 7 3405 0985

Last reviewed
30 September 2016
Last updated
23 February 2017

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