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Customer complaints management procedure672613/07/2025 8:11:58 PM13/07/2025 8:11:58 PMwho 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 framework1386727/10/2023 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.aspx139852970https://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 procedure67257/08/2025 6:10:01 AM7/08/2025 6:10:01 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
Complaints and grievances management policy685413/07/2025 8:12:26 PM13/07/2025 8:12:26 PMComplaints can be made anonymously (grievances excepted processing and outcome of a customer complaint comply with the Australian Standard for customer complaints management STS_ListItem_85088085380https://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
Making a customer complaint - Information for parents and carers1434619/01/2024 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.aspx63811620https://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 rights1373519/01/2024 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.aspx314995Overview;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
Complaints and appeals – subclass 500 (schools) visa procedure685317/07/2025 4:03:35 AM17/07/2025 4:03:35 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_850277120https://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 procedure700513/07/2025 7:35:49 PM13/07/2025 7:35:49 PMA 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 information sheet138686/11/2023 1:18:00 AM6/11/2023 1:18:00 AMcan request which examines if the complaint management process for a customer complaint was appropriate and/or if the if the customer complaints management procedure was followed STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx144957What is an internal review?;How to request an internal review;Who conducts an internal review?;How is an internal review conducted?;What if you are still dissatisfied after an internal review?543ACD5A;07C7290C;6D32A0E3;59A24A85;11167AFC0https://ppr.qed.qld.gov.audocxFalsedocxhttps://ppr.qed.qld.gov.au{085A2D14-69B7-4875-A1F6-51B50B20957C}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Word.js852;1852
Customer complaints: Request an internal review1380725/01/2024 2:11:00 AM25/01/2024 2:11:00 AMform is only for internal reviews of customer complaints, not other departmental complaint processes Complaint reference number (if known STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx4375152How do I request an internal review?;Request for an internal review form14804C17;63186B760https://ppr.qed.qld.gov.audocxFalsedocxhttps://ppr.qed.qld.gov.au{E59024B4-0425-49A5-90F3-011DEAEC7B08}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Word.js852;1852

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