Queensland Numbered Acts

PUBLIC SECTOR ACT 2022 - SECT 264

264 Public sector entity must have complaints management system

(1) A public sector entity must establish and implement a system for dealing with customer complaints.

(2) The system must—

(a) provide for the public sector entity to take responsibility for managing the receipt, processing and outcome of customer complaints; and

(b) comply with any Australian Standard about the handling of customer complaints that is in effect from time to time; and

(c) provide for giving notice of the outcome of customer complaints to the complainant, unless the complaint was made anonymously.

(3) The chief executive of the public sector entity must, before 30 September after the end of each financial year, publish the following information for the financial year on the entity’s website—

(a) the number of customer complaints received by the entity in the year;

(b) the number of complaints mentioned in paragraph (a) resulting in further action;

(c) the number of complaints mentioned in paragraph (a) resulting in no further action.

Note—

Details of customer complaints that are human rights complaints must, under the Human Rights Act 2019 , section 97 , be included in the annual reports of particular public sector entities.

(4) In this section—

"customer complaint" means a complaint about the service or action of a public sector entity, or its staff, by a person who is apparently directly affected by the service or action.

Examples—

1 a complaint about a decision made, or a failure to make a decision, by a public sector employee of the public sector entity

2 a complaint about an act, or failure to act, of the public sector entity

3 a complaint about the formulation of a proposal or intention of the public sector entity

4 a complaint about the making of a recommendation by the public sector entity

5 a complaint about the customer service provided by a public sector employee of the public sector entity