Complaints

How can I complain?

The Queensland Water Commission welcomes your feedback and complaints as they provide us with a means of monitoring the quality of our service and identifying areas for continuous improvement.  If you are not happy with the quality or delivery of our services, decisions or actions you have the right to make a complaint and to have it promptly and fairly dealt with it.

The Queensland Water Commission has a complaints management policy (PDF, 304K)* which outlines how we receive, record, assess and respond to complaints. This policy is further supported by internal procedural documents such as our complaints management procedures, which are available upon request. 

Your Privacy

You have the option of making a complaint by using an online complaint form. Information on the Complaints Management Form, including personal information, is requested so that we can assess and respond to your complaint.  If you do not wish to disclose your personal information but still wish to make a complaint you can do so by email (from an undisclosed address), in writing or by telephone.

If your complaint is about the actions, services or decisions of another Queensland Government Agency or if we feel it is necessary to forward your complaint to an independent agency such as the Queensland Ombudsman or the Crime and Misconduct Commission, then we will proceed on the basis that you consent to us disclosing your information to these agencies, unless you tell us otherwise, or we are required to by law.

Your personal information will not otherwise be disclosed unless you consent, or the disclosure is required or authorised by law. For further information please read our Privacy and Security Statement.

How do I lodge a complaint?

To ensure we understand your complaint properly, we encourage you to submit your complaint in writing by:

Mail:
PO Box 15087
City East 4002

E-mail: complaints@qwc.qld.gov.au

You may also submit your complaint using our online complaints form or download and complete a PDF complaints form (PDF, 20K)*.

However, we also understand if you wish to telephone us:

Telephone: 1300 789 906
Fax: 07 3227 8227

What assistance can I get to lodge my complaint?

Reasonable assistance will be available to you if you have special needs, including if you are unable to lodge a complaint in writing. Please telephone the Queensland Water Commission on 1300 789 906 to arrange this assistance.

If you need assistance with making a complaint in a language other than English, the following services may be able to help you:

• Telephone Interpreters
  Translating and Interpreting Service (TIS), Department of Immigration and Multicultural Affairs. TIS is available 24 hours a day, 7 days a week, and can be accessed from anywhere in Australia for the cost of a local call on 131 450.

• Directory of Accredited Practitioners of Translating and Interpreting
  National Accreditation Authority for Translators and Interpreters, can be reached within Australia on the NAATI Hotline, 1300 557 470.

• Yellow Pages
  Translators and interpreters can be found in the Yellow Pages telephone directory under "Interpreters" and/or "Translators".

How will the Commission manage my complaint?

In accordance with public service requirements, the Commission has a Complaints Management System which it utilises to record, track and manage complaints. The Commission also has an appointed Complaints Management Officer (CMO) to assess and manage unresolved complaints.

Complaints will be acknowledged, responded to and resolved at the earliest opportunity. All Commission staff are encouraged and empowered to resolve issues or concerns when they are first raised by the complainant.This may involve speaking to or writing to the complainant.

Where possible, complaints will be finalised by the CMO within 30 days, unless they involve complex issue(s) or referral to an external agency. You will be advised of any decision made regarding your complaint as soon as possible after the conclusion of any assessment or investigation. This includes the reasoning behind decisions/outcomes and what internal/external review mechanisms (such as the Queensland Ombudsman) are available to you.

Where the CMO cannot resolve a complaint or if it involves high risk issues it will be referred to the General Manager, Strategic Governance and Risk for investigation and follow-up action. The Commission may, where appropriate, use mediation, information resolution or referral to an external agency to resolve a complaint.

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