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Customer complaints management procedure872022/05/2025 4:30:36 AM22/05/2025 4:30:36 AMwho are the 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
Customer complaint management framework1507527/10/2023 4:04:35 AM27/10/2023 4:04:35 AMWhat is not a customer complaint 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 – 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 AMAll staff involved in managing customer complaints (complaints officers A complaint is a customer complaint if it involves an expression of dissatisfaction about 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 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 staff involved in managing customer complaints will manage the complaint in accordance with the Customer complaints 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
Complaints and grievances management policy892922/05/2025 4:31:22 AM22/05/2025 4:31:22 AMComplaints can be made anonymously (grievances excepted processing and outcome of a customer complaint comply with the Australian Standard for customer complaints management 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
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
Complaint process for restrictive practices1498310/10/2024 6:02:48 AM10/10/2024 6:02:48 AMdocument. Additional resources • Customer complaints management procedure • Complaints and grievances management policy • Customer Complaints Management STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx990330https://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{DCEC63E0-A975-4F81-ADC2-FEF19BCD9B82}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js848;15848
Making a customer complaint - Information for parents and carers1536919/01/2024 3:51:00 AM19/01/2024 3:51:00 AMOnce your customer complaint has been resolved, you will be contacted and informed of the outcome of your complaint, any recommendations, and any review options STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx5264590https://ppr.qed.qld.gov.audocxFalsedocxhttps://ppr.qed.qld.gov.au{177319E3-6E35-41A5-8DF3-36CFD2CF8F09}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Word.js852;1852
Guide: Customer complaints management and human rights1528019/01/2024 3:50:00 AM19/01/2024 3:50:00 AMThis guide must be read in Once the complaints officer assesses whether the complaint is a customer complaint, they also need to consider if the matter is a human rights complaint STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx231054Overview;Human rights complaints;Customer complaints and human rights complaints;Considerations: Assessing human rights complaints0827E050;32D9F924;4F3E67F0;68923E930https://ppr.qed.qld.gov.audocxFalsedocxhttps://ppr.qed.qld.gov.au{11572B34-AF20-4B3B-9C78-4DBE6AC3D231}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Word.js852;1852

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