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Home > Support and services > Complaints

Complaints

Complaints brochure (PDF 382 KB)

The Queensland Government is committed to providing and funding high quality services for people with a disability through Disability Services Queensland (DSQ).

Consumers and their representatives have the right to make complaints or raise concerns with us if they are unhappy with a service provided or funded by DSQ. Knowing about your complaints allows us to continuously improve services and relationships between consumers and service providers.

If you have a complaint, we encourage you to first try to resolve your complaint or concerns at a local level directly with DSQ or the funded service that you have a complaint about.

If you are dissatisfied with the way your complaint has been managed locally, or you would prefer not to work with the local service or departmental staff to resolve it, you are welcome to contact the Complaints and Prevention Unit. Contact details are available from the contact us page on this site.

Complaints management system

The department's complaints management system commenced in January 2001 and is regularly reviewed to ensure continuous improvements in the way we work with you and the department or service to resolve your concerns.

The system also highlights improvements that can be made to the way we do things in government and the way things are done within funded services. It provides a proactive approach to complaints and disputes management that safeguards service users and supports them when raising concerns or complaints.

Complaints policies and procedures

DSQ has policies and procedures in place for responding to and addressing complaints and concerns about disability services. In addition, each service that is funded or run by the government is required to have an easily accessible complaints procedure in place. Services should encourage and assist people to raise their concerns directly with them.

If your complaint or concern is referred to the Complaints and Prevention Unit, these policies and procedures are followed and observed in resolving the issue. Any concerns you have will be listened to and managed with respect for the rights of all people involved.

For further information, refer to:

Last updated June 2008