Compliments, suggestions and customer complaints

Compliments, suggestions and customer complaints

 

​​​​​​​​​​​​​​​​​​​​​​​​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.

Compliments and suggestions

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:

Customer complaints

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).

What is a customer complaint?

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 b​e han​d​led by specialist areas within the department because they are not covered by the Customer Complaints Management Framework, policy or procedure.

For example:

  • certain complaints about early childhood education and care services
  • allegations of misconduct or corrupt conduct by employees
  • public interest disclosures
  • employee complaints about their employment.

Before making a complaint

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 schools directory.

How do we handle customer complaints?

 

Lodge the customer complaint

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 Rel​a​y Service​.

Assessment and resolution

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:

  • simple complaints may take up to 20 working days*
  • complaints requiring some inquiry may take up to 45 working days
  • complaints that require investigation and escalation may take up to 90 working days or longer in some cases.

*For complaints involving a school or education provider, working days refers to schools days in a school term.

Review

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:

  • be in writing or provided over the phone
  • be lodged within 28 days of receiving your complaint outcome
  • explain why a review is appropriate and provide all relevant information
  • detail the action you would like taken to resolve the complaint.​

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.

What are your responsibilities as a complainant?

As a complainant, it is your responsibility to:

  • understand that complex complaints can take time to review
  • give us a clear idea of the problem and your desired solution
  • give us all the relevant information at the time you make your complaint
  • let us know of any changes affecting your complaint including letting us know if you no longer need our help
  • cooperate with us in a respectful and reasonable way
  • understand that abusive, aggressive or disrespectful conduct will not be tolerated.

The department may not proceed with your complaint if your conduct is unreasonable.

Information privacy statement

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 department’s privacy statement.​​

Licence
Creative Commons Attribution 3.0 Australia (CC BY 3.0) (https://creativecommons.org/licenses/by/3.0/au/ )
Last updated
28 September 2018