Unhappy with us
Unhappy with our decision?
We are committed to effective complaints management. We welcome feedback and complaints in an effort to continually improve our processes and service delivery.
If you are unhappy with our decision about the assessment or investigation of your complaint, you can ask us to review your case.
You need to tell us why we reached the wrong decision and provide any new or important information.
If we agree to review our decision, it will be assigned to an officer who was not involved in handling your complaint.
We will consider whether:
- the processes followed by our staff were fair
- the conclusions we reached were reasonable
- we properly explained our decision.
Our complaints management system (CMS) and internal review policy explains how to request a review, what outcome to expect and the timeframes involved.
If your internal review is accepted, this quick guide (PDF 184.2KB) explains the steps in our internal review process.
Complaints about corrupt conduct against the Ombudsman are dealt with under the Office’s Prevention and management of fraud and corruption - control plan for external stakeholders.
Unhappy with our service?
Our Code of Conduct and Service Delivery Charter explain how we expect our officers to behave.
If you are unhappy about the way you have been treated by our staff, or believe our processes can be improved, you can make a service delivery complaint. To make a service delivery complaint, please refer to the Service delivery complaint procedure which requires such complaints to be made in writing via:
- email to ombudsman@ombudsman.qld.gov.au with Service Delivery Complaint in the subject
- mail to Office of the Queensland Ombudsman, GPO Box 3314, Brisbane, QLD 4001
However, if a complainant is unable to write to us, a service delivery complaint may be submitted via telephone on (07) 3005 7000.
Our Complaints management and internal review policy explains how to make a complaint about us.