Complaints about CCYPCG services

The Commission is committed to helping those who rely on our services resolve any complaints they may have about those services. If you have a complaint, please contact the Commission to discuss a complaint before lodging it in writing. Open lines of communication can often solve an issue in the first instance.

Should a person decide to lodge a written complaint, the Commission will assess and respond to that complaint in a fair and transparent way.

Any complaint, enquiry or concern will be handled confidentially and promptly.

The Commission’s Complaints Coordinator lets complainants know how their complaint will be acted on and provides advice about other organisations they may need to contact.

The Commission’s complaints management process does not apply to misconduct or suspected official misconduct. These complaints should be made directly to the Crime and Misconduct Commission or the Queensland Police Service.

Lodging a complaint

If you feel you need to lodge a complaint, please assist us by:

• providing as much detail and relevant information as possible to help us understand your complaint
• telling us clearly what outcome you want
• keeping us updated on new developments to help us assess and investigate, and
• delivering your complaint in a non-threatening and non-abusive way.

Penalties may apply if people make frivolous complaints or deliberately include false or misleading information in a complaint.

How we handle complaints

Step 1 - complaint received in writing, or by phone
If your complaint can be handled locally and be easily resolved, the Commission will aim to address the problem within 14 days. More serious matters may take up to 30 days to resolve, depending on how complex the issue is.

The Commission may not investigate a complaint if:

• it is outside the Commission’s jurisdiction
• it is considered to be vexatious, trivial or frivolous
• there is an existing right of appeal or review (eg. FOI)
• it is anonymous, and/or
• there is a reasonable suspicion of misconduct or official misconduct (which would be referred to the CMC).

Step 2 - investigation
The Commission will work to address any complaint as quickly as possible. If it cannot be addressed within usual timeframes, the complainant will be advised in writing when it is expected to be resolved.

Step 3 - resolution
Except where the problem is simple and quickly resolved, the complainant will be advised in writing of the final outcome, including an explanation for the decision reached.

If the complainant is not satisfied, they can seek a review by the Commissioner. If the outcome of the review does not satisfy the complainant, they can go to the Queensland Ombudsman at www.ombudsman.qld.gov.au or write to GPO Box 3314, Brisbane, QLD 4001, or phone (07) 3005 7000.

Safeguards over complaint information
The Commission’s Complaints Coordinator manages complaints in line with guidelines and standards set by the Queensland Ombudsman's Office. All complaints are treated confidentially in accordance with information privacy standards.

We value feedback on the quality of our service
The Commission values all feedback - positive and negative - from clients and stakeholders particularly children and young people. This helps us improve outcomes for children and young people generally, and:

• improve our services
• identify opportunities to improve our systems
• identify opportunities for professional development for our staff, and
• reinforce our commitment to a service-focused culture.
  

Last Updated: November 5, 2008

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