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Telling us when things go right or wrong helps us improve our services. If you have a compliment, suggestion or customer complaint, we are keen to hear from you.
It’s great to know you had a positive experience. If someone deserves a compliment, you can let them know directly, or you can pass your compliment or suggestion on to us in the following ways:
We are committed to responding to customer complaints in an accountable, transparent, timely and fair way. We manage complaints in accordance with our Customer Complaints Management Framework (PDF, 174KB), policy (PDF, 113KB) and procedure (PDF, 188KB).
A customer complaint is an expression of dissatisfaction about the service or action of the department, or its staff, made by someone directly affected by the service or action. For more information about what is and is not a customer complaint, see our
Customer Complaints Management Framework (PDF, 174KB).
There are also some complaints that need to be handled by specialist areas within the department because they are not covered by the Customer Complaints Management Framework, policy or procedure.
Before you lodge a customer complaint with the department, you are encouraged to contact the relevant school or education provider to try and resolve your issue. This is often a quick and easy way to have your concern addressed. School contact details are available on the
You can make a customer complaint by:
Make sure you give
clear, complete and factual information about what happened, when and where it happened and any other supporting information. Also tell us the outcome you are seeking or the action you want the department to take.
You can make a customer complaint anonymously, however, this may limit how your customer complaint can be managed and resolved.
Reasonable assistance is provided to anyone wishing to make a customer complaint. Language assistance is provided through the
Translating and Interpreting Service. For deaf and hearing impaired customers, please contact us using the
National Relay Service.
We will assess your customer complaint to see if it is suitable for early resolution and covered by the
Customer Complaints Management Framework (PDF, 174KB), otherwise it will be referred for internal assessment or to a specialist area in the department if it concerns an excluded complaint.
We aim to respond and resolve your complaint as quickly as possible, taking into consideration the complexity and timing of your complaint. As a general guide:
*For complaints involving a school or education provider, working days refers to schools days in a school term.
If you are dissatisfied with the outcome of your customer complaint, you can ask for your complaint to be reviewed by the department. This is called an
internal review. Your request should:
We aim to complete internal reviews within 45 working days of receiving your request. If the issue is complex this can take longer to resolve. We will keep you informed throughout the process.
If after an internal review you remain unhappy or dissatisfied with the outcome, you can seek an
external review, which considers whether the department's management of your complaint was fair, reasonable and proper. To seek an external review, contact the
Queensland Ombudsman or
other relevant authority.
As a complainant, it is your responsibility to:
The department may not proceed with your complaint if your conduct is unreasonable.
The Department of Education values complainants’ privacy. Information is only used for the purpose of responding to the complaint. Information will not be distributed to any third parties unless authorised or required by law. For more information, view the Queensland Government's