Making a complaint Department of Public Works The Department of Public Works is committed to effectively handling complaints in a timely and professional manner. Your complaints and feedback provide us with information to help improve our services. What can I complain about? You can make a complaint about any aspect of the services or actions of the department or its staff, including privacy breaches. If we cannot assist you with your complaint we will give you advice about where to get help. If I have a complaint, what should I do first? If you have a complaint or a concern, there are some steps you can take to help us help you. 1. Go local first Many concerns can be resolved quickly and easily by speaking with local or frontline staff. 2. Act quickly Please tell us about the problem as soon as possible. The earlier you tell us, the sooner we can act. 3. Make your complaint clear To help us assess and resolve your complaint, please advise details such as dates, details of the issue, phone calls and any other supporting information. Please also tell us the outcome you are seeking or the action that you want the department to take. Anonymous complaints will be accepted. However, in circumstances where an anonymous complaint is received, the department may find it difficult to thoroughly assess or respond to the complaint if there is insufficient detail. In this situation, the complaint may not be assessed. 2 How will my complaint be handled? In the event that you make a complaint: • your complaint will be treated seriously and investigated promptly • reasonable assistance will be provided to you • the department will handle the complaint in a way that is culturally appropriate and responsive to any special needs you may have • as a complainant you will not be victimised • attempts will be made to resolve your complaint within the local area in most instances • how the department deals with your complaint will be commensurate with the seriousness, frequency and consequences of the complaint • confidentiality will be observed as far as possible • you will be given timely feedback about your complaint Who do I contact to make a complaint? The Department of Public Works is made up of a number of business units, divisions and directorates. Depending on the nature of your complaint, please contact one of the following areas: Accommodation Office Complaints Coordinator, Accommodation Office GPO Box 2457, Brisbane Qld 4001 Phone: (07) 3224 6644 Fax: (07) 3224 4034 ContactUs.firstname.lastname@example.org CITEC Executive Liaison Unit CITEC GPO Box 279, Brisbane Qld 4001 Phone: 1300 366 262* ContactUs@citec.com.au 3 CorpTech Compliments and Complaints Coordinator, Strategy and Planning Branch, CorpTech GPO Box 5078, Brisbane Qld 4001 Phone: (07) 3721 9827 TellUs@CorpTech.qld.gov.au GoPrint Complaints Coordinator, GoPrint Locked Bag 500, Coorparoo Qld 4151 Phone: (07) 3008 6823 ContactUs@goprint.qld.gov.au Prequalification (PQC) System for Building Industry Consultants and Contractors Principal Policy Manager (PQC), Building Policy Unit GPO Box 2457, Brisbane Qld 4001 Phone: (07) 3224 5502 or freecall 1800 072 621* email@example.com Project Services Complaints Coordinator, Project Services GPO Box 2906, Brisbane Qld 4001 Phone: (07) 3225 8352 ContactUs@projectservices.qld.gov.au QBuild For the contact details of local QBuild offices look for QBuild in the White Pages or visit www.qbuild.qld.gov.au • QBuild Head Office is located at Level 12, 295 Ann Street, Brisbane Qld 4000 or send correspondence to the Complaints Coordinator QBuild, GPO Box 2937, Brisbane Qld 4001 • QBuild’s customer feedback and complaint line is freecall 1800 654 625* Send us an e-mail at ContactUs@qbuild.qld.gov.au QFleet Complaints Coordinator, QFleet GPO Box 293, Brisbane Qld 4001 Phone: (07) 3224 4292 or freecall 1800 668 283* ContactUs@qfleet.qld.gov.au 4 Queensland Government Chief Information Office Complaints Coordinator, QGCIO GPO Box 2457, Brisbane Qld 4001 Phone: (07) 3224 6142 ContactUs.firstname.lastname@example.org Queensland Government Chief Procurement Office Complaints Coordinator, QGCPO GPO Box 123, Brisbane Qld 4001 Freecall 1800 631 991* ContactUs@qgcpo.qld.gov.au Queensland State Archives Manager, Marketing and Communications Queensland State Archives PO Box 1397, Sunnybank Hills Qld 4109 Phone: (07) 3131 7732 ContactUs@archives.qld.gov.au Roma Street Parkland Complaints Coordinator, Roma Street Parkland PO Box 13145, Brisbane George St Qld 4003 Phone: (07) 3006 4545 Fax: (07) 3006 4546 email@example.com SDS Customer Service Manager, SDS PO Box 344, Zillmere Qld 4034 Freecall 1800 801 123* ContactUs@sds.qld.gov.au Shared Service Agency (SSA) Customer Feedback, SSA Client Relationship Management GPO Box 474, Brisbane Qld 4001 Phone: 1300 SHARED (742733) Fax: (07) 3225 2067 firstname.lastname@example.org Technical Services Complaints Coordinator, Technical Services GPO Box 2457, Brisbane Qld 4001 Phone: (07) 3224 4283 Fax: (07) 3224 8289 ContactUs.TandD@publicworks.qld.gov.au 5 All other areas of the department Integrity Services Unit Corporate and Executive Services GPO Box 2457, Brisbane Qld 4001 Phone: (07) 3227 8585 ContactUs@publicworks.qld.gov.au What if I need help to make my complaint? We can help by: • providing an interpreter if you have language difficulties or are visually or hearing impaired • letting you know where you can get further help and information Privacy and your personal information In the course of investigating and taking action in response to complaints, personal information will be collected and handled in accordance with the 11 Information Privacy Principles in the Information Privacy Act 2009 (Qld). Storage of complaint information Documentation relating to complaints is stored on a file which is retained in locked storage. Information relating to complaints is accessible only by those staff members whose duties require them to use the information. * Calls from mobile phones are charged at applicable rates 6 How will I know what’s happening to my complaint? The departmental staff member managing your complaint will keep you informed about the progress of your complaint and any action taken. What can I do if I am unhappy with the outcome of my complaint? If you are dissatisfied with how your complaint has been dealt with, you can request that your complaint be reviewed by the department. 7 What can I do if I am unhappy with how the department has handled my complaint? If you are dissatisfied with any action taken by the department in relation to your complaint, and after you have exhausted all available avenues of review within the department, you can request that the decision be reviewed by the Office of the Queensland Ombudsman (Phone: (07) 3005 7000, toll-free 1800 068 908 or e-mail email@example.com). If your complaint is about a breach of privacy and you are dissatisfied with the department’s resolution of your complaint, you can lodge a complaint with the Office of the Information Commissioner (Phone: (07) 3234 7373 or e-mail firstname.lastname@example.org).