Your complaint’s journey

This information is also available as an infographic (PDF, 2.2 MB). The accessible (text-based) version is below.

Your complaint’s journey:

  1. Not happy with something we’ve done? Everyone has a right to complain. A complaint can be made to any of our staff in person, or
  1. What happens now I’ve complained? Your complaint will remain confidential. A staff member who manages complaints will acknowledge your complaint within 5 working days. They will assess your complaint and
    • will review any file notes, policies or procedures and legislation to understand the background of the situation
    • may contact you to ask for more information
    • if the complaint can’t be dealt with by us, may refer you to another agency.
  2. How long will it take to get an answer? Sometimes there is a lot of information to review.
    • If your complaint is assessed as simple, we will respond within 20 working days
    • If your complaint is assessed as requiring investigation, this will take at least 45 working days.
    • If there is a delay, we will let you know.
  3. I’m not happy with the answer—what can I do now? If the outcome does not seem reasonable, you can request an internal review by a different staff member. This will take at least 45 working days.
    • If you are not happy with the outcome of the review, you can contact the Queensland Ombudsman for an independent external review.
  4. Special circumstances
    • If you have made a human rights complaint to us and haven’t received a response within 45 working days or are unhappy with the outcome, you can contact the Human Rights Commission on 1300 130 670.
    • You may be able to apply to the Queensland Civil and Administrative Tribunal seeking
      • the Tribunal’s advice, directions or recommendations to the Public Trustee
      • a review of our appointment as administrator.
Last published: 14/03/2021 10:00:23 PM