- This Guideline supports the Queensland Public Service Customer Complaint Management Framework (the Framework) and provides agencies and their employees with detailed information about customer complaints management. It aims to provide a consistent approach for managing customer complaints across Queensland public service entities (agencies).
- In line with the Statement of the Queensland Government’s objectives for the community, this Guideline supports the delivery of better services in customer complaint handling and the use of digital technology solutions for customer complaints.
2. Legislation Sections
- The Framework and Guideline align with section 264 of the Public Sector Act 2022 (the Act).
- The Framework and Guideline apply to public service entities as defined under section 9 of the Act and customer complaints as defined under section 264(4) of the Act.
- Neither the Framework nor Guideline apply to complaints made and/or managed pursuant to other legislation and/or relevant complaint management processes, such as human rights complaints, privacy complaints, corrupt conduct, public interest disclosures, employee grievances and complaints that are contractual in nature. The Framework and Guideline also do not apply to rights of administrative review under an Act.
- Where a customer complaint contains issues potentially concerning matters mentioned in 3.2, then existing agency investigation and response processes relating to these types of complaints (human rights, privacy, corrupt conduct, public interest disclosures) should immediately commence. These agency process requirements (including timeframes) relating to the matters raised take precedence in relation to customer complaint Framework and Guideline obligations.
- The Framework also does not apply to complaints subject to legal proceedings.
4. Guiding principles
- An agency’s customer complaint management system (CMS) and complaint management policy should align with the guiding principles outlined in the Framework and below. Further guidance can also be found in the Australian Standard Guidelines for complaint management in organisations AS 10002:2022 (the standard).
- The Framework’s guiding principles are:
- Customer focused – People should be able to make a complaint via clear and accessible agency complaint management systems, with complainants respected and responses addressing all issues raised.
- Timely and fair – Complaint handling processes are clear, impartial and confidential, with timely acknowledgements and responses.
- Clear communication – There are clear and communicated expectations and standards for all parties involved in a complaint.
- Accountable – Agency roles and responsibilities for complaint management are clear and publicly available.
- Improving services – Complaints improve existing, and inform new, quality services, with CMSs helping agencies prevent potential ongoing disputes.