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Complaints and grievances management policy5587025/01/2024 4:38:56 AM25/01/2024 4:38:56 AMto manage and investigate complaints, including: customer complaints, individual employee grievances, complaints involving Complaints can be made anonymously (grievances excepted STS_ListItem_8500https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{CE424AA2-DF3A-4782-939C-4CAD60741003}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Customer complaints management procedure41486/02/2024 6:45:41 AM6/02/2024 6:45:41 AMthe subject of the customer complaint keep an up-to-date customer complaint register resolve customer complaints promptly and in accordance with STS_ListItem_85087200https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{7A466734-2C94-4609-A5AE-3CA8DE9A2571}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Complaints involving the ‘public official’ (Director-General) procedure375421/01/2024 8:30:56 PM21/01/2024 8:30:56 PMAll employees must promote the public confidence in the integrity of the department by promptly reporting and dealing with complaints of corrupt conduct or misconduct by the STS_ListItem_8505000https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{FE3E1FF6-DF79-47A9-ACF7-6CF07D0CD989}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Customer complaint management framework1222127/10/2023 4:04:35 AM27/10/2023 4:04:35 AMIt is not a complaint when our customers We try to resolve customer complaints as quickly as possible at the point where the complaint is received or after it is re-directed to the STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx15914250https://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{C7F0749F-3E5E-474D-A926-8157895731C6}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js848;15848
Customer complaints management – Internal review procedure414525/01/2024 4:38:54 AM25/01/2024 4:38:54 AMan impartial review of a customer complaint outcome or management process by an employee of the Department of Education (the department) who was not the original complaint officer STS_ListItem_85051400https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{6E05E67C-3B05-4401-AA3D-D31ED61645BA}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Complaints and appeals – subclass 500 (schools) visa procedure375321/01/2024 7:00:46 PM21/01/2024 7:00:46 PMwith the Overseas student regarding the complaint, if required support staff in managing complaints liaise with EQI to manage formal complaints and STS_ListItem_8509000https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{DD25D133-8A0C-48FB-8AD7-2E2B929ED1F5}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Managing unreasonable complainant conduct procedure5587121/01/2024 11:40:27 PM21/01/2024 11:40:27 PMThis procedure applies to complaints processes outlined in the Complaints and grievances management policy with the exception of individual employee grievances STS_ListItem_8500https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{05BB628D-B764-4D4E-8C6C-E155E7F1DDA1}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Individual employee grievances procedure378322/01/2024 5:46:15 AM22/01/2024 5:46:15 AMof a professional association ensure employees are aware of the Employee Assistance Program (EAP) (DoE employees only) counselling services and contact STS_ListItem_85023900https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{F7D2D4FC-6DC7-4718-B5A1-9FB87BD2CB50}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Early childhood education and care complaints management policy394621/01/2024 6:30:48 PM21/01/2024 6:30:48 PMof Education’s (the department’s) complaint management approach for complaints about early childhood education and care Everyone who makes a complaint is treated with respect STS_ListItem_8506600https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{F13F6BA7-071A-40D6-8541-204FE0B94C01}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Workplace rehabilitation procedure39944/04/2023 5:56:24 AM4/04/2023 5:56:24 AMof risks to the injured or ill employee, other employees, students and others in the workplace and additional allocation support for employees participating in return to work and STS_ListItem_850119600https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{C986A392-1BEA-4418-90A5-6189F46E8FD5}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846

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