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Customer complaints management procedure92729/05/2026 6:30:09 AM29/05/2026 6:30:09 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 complaints management – Internal review procedure92629/05/2026 6:30:21 AM29/05/2026 6:30:21 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
Customer complaint management framework586311/05/2026 2:23:57 AM11/05/2026 2:23:57 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 redirected to the STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspx14336240https://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
Complaints and grievances management policy99329/05/2026 6:30:22 AM29/05/2026 6:30:22 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
Guide: Customer complaints management and human rights642025/02/2026 1:27:00 AM25/02/2026 1:27:00 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.aspx328010Overview;Human rights complaints;Customer complaints and human rights complaints;Considerations: Assessing human rights complaints;Review rights;Recording and reporting;Other resources691243C7;150C2FF0;4A70DEA5;76E1FFE6;0BD2C9A4;0937E69F;1DA5F8D60https://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
Making a customer complaint - Information for parents and carers644225/02/2026 1:21:00 AM25/02/2026 1:21:00 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.aspx659616Making a customer complaint – Information for parents and carers0D82AC220https://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
Complaints and appeals – subclass 500 (schools) visa procedure99217/07/2025 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_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
Privacy data breach and complaints procedure3869224/02/2026 4:22:05 AM24/02/2026 4:22:05 AMPrivacy complaints may also be customer complaints, human rights complaints or Charter of Victims' Rights complaints and if applicable, must be recorded 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
Complaints involving the ‘public official’ (Director-General) procedure91421/05/2026 2:06:23 AM21/05/2026 2:06:23 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
Customer complaints: Request an internal review577111/05/2026 11:44:00 PM11/05/2026 11:44:00 PMform 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.aspx45048How do I request an internal review?;Request for an internal review form3FC28CD1;691243C70https://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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