Complaints

We recognise the importance and value of listening and responding to complaints and feedback.

If you are dissatisfied with the service you received from Resources Safety and Health Queensland, please tell us. All complaints are handled in line with our framework.

The complaint process is confidential. Any personal information collected will not be released publicly.

If you are not satisfied with the outcome you receive, you may request an internal review of the decision or contact the Queensland Ombudsman.

We are committed to ensuring that complaints are dealt with in a transparent, responsive, efficient, effective and fair way. If your complaint relates to a service delivery issue, it will normally be handled by an officer in the relevant business group of RSHQ.

If your complaint is more serious or relates to an organisational problem such as misconduct by staff, misuse of resources, maladministration, or danger to the environment or public health, your complaint may be managed or referred to more senior management for action. If there is a specialised or statutory process for dealing with an issue, such as right to information requests, we are obliged to use that process.

Where your complaint may involve an allegation of corrupt conduct of the CEO, it will be handled in accordance with the Complaints about the Chief Executive Officer of RSHQ and about the Executive Officer of RSHQ Employing Office Policy (see section 48A of the Crime and Corruption Act 2001).

Human rights complaints

The Human Rights Act 2019 requires public entities to be compatible with human rights, as well as give proper consideration to human rights when making decisions.

If you believe your human rights have been breached due to an action (e.g. policy, program or service) of Resources Safety and Health Queensland, you can raise a complaint through our existing complaints process.

Make a complaint

You can make a complaint by:

• emailing ethics@rshq.qld.gov.au
• phoning 13 QGOV (13 74 68)
• speaking to our staff directly
• writing to
  GPO Box 1321
  Brisbane Qld 4001
• making a public interest disclosure.

If you need an interpreter, please use our translation and interpreting service.

National Relay Service

If you are deaf, or have a hearing or speech impairment, you can call the National Relay Service on:

• 133 677 (TTY/Voice)
• 1300 555 727 (Speak and Listen (SSR)).

Further action

We will acknowledge your complaint within 5 working days and aim to respond within 20 working days. If the issue is complicated, a more detailed investigation may be needed. We will keep you informed of progress.

If you are not satisfied with the outcome of your complaint, you can request an internal review. If you are still not satisfied with the outcome, you can contact the Queensland Ombudsman to request an external review.

Complaints reporting

In accordance with section 219A of the Public Service Act 2008, by 30 September after each financial year, RSHQ must publish the number of complaints received in the year, including the number of those complaints resulting in further action and those complaints that resulted in no further action.

This information is included in the RSHQ Annual Report.