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Complaints Management

We value all feedback, good and bad, because it helps us to improve our efficiency and effectiveness.

If you have a complaint about an action or decision made by Queensland Fire and Emergency Services, we would welcome the opportunity to assist you and resolve your complaint.

How to make a complaint

The best way to make a complaint is:

Before emailing us please refer to our privacy statement.

Anonymous complaints

Anonymous complaints will be accepted and dealt with. However, anonymous complaints are often more difficult to deal with if further information is required. In addition, if no contact details are provided, complainants will not receive information about the outcome of any action taken by Queensland Fire and Emergency Services.

Teletype services

If you are deaf, or have a hearing or speech impairment, phone the Ethical Standards Unit through the National Relay Service (NRS) on the numbers listed below:

TTY users, phone 13 36 77 and ask for the number you need.

Speak and Listen (speech-to-speech relay) users, phone 1300 555 727 and ask for the number you need.

Internet relay users, connect to the NRS on www.relayservice.gov.au and ask for the number you need.

If you would like further information about the National Relay Service, phone 1800 555 660 or email.

What happens to my complain​t?

  • When we receive your complaint we will acknowledge that we have received it.
  • We will deal with your complaint, and aim to resolve it. We may contact you for further information.
  • We will write to you and let you know the outcome. Most complaints are resolved within 30 days however some complaints are more complex and take longer. We will keep you informed if this is the case.
  • If for some reason we cannot deal your complaint (for example, the issue is outside the jurisdiction of Queensland Fire and Emergency Services), we will write to you and let you know.

Complaint Statistics

A 'customer complaint' is a complaint about the service or action of the department, or its staff, by a person who is apparently directly affected by the service or action. The following statistics relate to customer complaints received by Queensland Fire and Emergency Services during the 2016-2017 financial year:

Complaints ReceivedComplaints resulting in further actionComplaints resulting in no further action
87861

Complaints Management Documents

Customer Complaints Procedure.

Public Interest Disclosures

Public Interest Disclosure (PID) Procedure*

Public Interest Disclosure (PID) Management Plan*

Compliments

Would you like to thank one of our front line officers or one of our other valued staff members who you believe has done an outstanding job?

Fill out a simple online compliment form, or send an email to QFES.ethicalstandardsunit.qfes.qld.gov.au.

Before emailing us please refer to our privacy statement.

We will make sure your message is passed on and that our officers are recognised for their good work.

Contact us

If you need help with sending a compliment or making a complaint, or would like to check on the progress of a complaint, you can contact us:

Investigations Manager
Ethical Standards Unit
Queensland Fire and Emergency Services
GPO Box 1425
Brisbane Qld 4001

Phone: (07) 3635 3571
Email: qfes.complaints@qfes.qld.gov.au

Before emailing us please refer to our privacy statement.

*This publication was produced to prior to the current government