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Customer complaint management framework1507527/10/2023 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.aspx117122250https://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 procedure872022/05/2025 4:30:36 AM22/05/2025 4:30:36 AMthe subject of the customer complaint keep an up-to-date customer complaint register resolve customer complaints promptly and in accordance with STS_ListItem_8500https://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 and grievances management policy892922/05/2025 4:31:22 AM22/05/2025 4:31:22 AMComplaint data is regularly analysed to understand performance and drive improvement, to ensure visibility of complaints trends and meet legislative reporting 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
Complaints and appeals – subclass 500 (schools) visa procedure892813/06/2025 12:28:48 AM13/06/2025 12:28:48 AMIf a matter is assessed as a customer complaint, all involved in managing customer complaints will manage the complaint in accordance with the Customer complaints management STS_ListItem_8500https://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
Information privacy breach and privacy complaints procedure873322/05/2025 4:07:45 AM22/05/2025 4:07:45 AMA privacy complaint may arise as a result of a privacy breach Privacy complaints that are also customer complaints or human rights complaints must be recorded and included in STS_ListItem_8500https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{43E1844C-8604-4F23-98F2-DB7B62AF7785}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js846;16846
Customer complaints management – Internal review procedure87192/04/2025 1:40:52 AM2/04/2025 1:40:52 AMto customer complaints managed outside the department through an external review (for example, a complaint to the Queensland Ombudsman or Queensland STS_ListItem_8500https://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
Upcoming - Customer complaints management procedure v3.25333222/05/2025 1:14:10 AM22/05/2025 1:14:10 AMwhich Charter right the complaint is about, how each complaint was dealt with, and if any complaints were referred to other agencies Complaints and grievances policy STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx57170https://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{D7BD26AF-C634-47FB-9D37-2A3DC20FD43A}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js848;15848
Complaints involving the ‘public official’ (Director-General) procedure870722/05/2025 4:30:34 AM22/05/2025 4:30:34 AMprocess for identifying and reporting on complaints of corrupt conduct or misconduct by the Director-General escalate complaints of suspected corrupt conduct or STS_ListItem_8500https://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
Early childhood education and care complaints management policy902421/01/2024 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_8500https://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
Making a complaint - Easy guide153681/02/2024 11:37:04 PM1/02/2024 11:37:04 PMwww.qld.gov.a u/contact-us • Privacy complaints can be emailed to privacy@qed.qld.gov.a u Help is available to make a complaint: • For an interpreter, call 1800 512 451 and ask STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx55481410https://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{DB78C611-3960-4E67-8F8F-FCB567B30B73}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js848;15848

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