Stakeholder complaint policy

The Queensland Productivity Commission is committed to a positive complaint management environment.  Our complaint management system aims to effectively manage all feedback and complaints in an accountable, transparent, timely and fair manner.  The Commission recognises that effective complaint management is essential to improving the way we operate.

 

Complaints

You are encouraged to resolve your complaint informally but, if you remain dissatisfied after speaking with the person you are dealing with and, their supervisor, you may wish to make a formal complaint.

We will deal with all complaints against our actions, decisions or officers’ conduct in a responsive, confidential and fair manner. Your complaint about a decision or action of the Commission must be made no later than 12 months after you were notified or made aware of the decision or action. Complaints made after 12 months will only be reviewed if the  Commission considers that exceptional circumstances warrant consideration of the out-of-time complaint.

All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009 (Qld).  Your complaint will be dealt with in a confidential manner and will only be discussed with the people directly involved.

Making a complaint

When making a complaint to the Commission, you’ll be asked to provide information that will allow your complaint to be handled appropriately and efficiently. Information you will be asked includes:

  • your name, address and/or contact details
  • a description of the issue, including any relevant dates and other information that may be relevant to the management of your complaint
  • whether you’ve previously contacted us about this issue before
  • what outcome you may be seeking.

Write down everything relevant to the matter in the order in which it happened. Make sure you include a description of what happened, dates, phone calls, letters and meetings and let us know the outcome you are seeking.

What happens after you make a complaint?

Once we have received your complaint, the officer managing your complaint will keep you informed of its progress and any action taken. When the complaint process is completed, the officer will take note of how your complaint was managed and whether you are satisfied with the outcome.

All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009.

If you are unhappy with how we have handled your complaint, you can request that the Commission undertake an internal review of the process. If you are still unhappy with the outcome, you can contact the Queensland Ombudsman and ask for an independent review of your complaint.