Making a complaint
Our aim is to provide you with high quality service delivery. We value your feedback to help improve our efficiency and effectiveness.
If you are not satisfied with our service delivery, services, products, decisions or actions and you have not been able to resolve the matter with our staff, you can lodge a complaint.
How to make a complaint
Online
- Use the online complaint form
- Email the department
Send a completed complaint form (PDF, 100K)* or letter to:
Manager
Customer Referral Centre
Regional Service Delivery
Department of Environment and Resource Management
GPO Box 2454
Brisbane Qld 4001
In person
Contact one of our business centres.
Telephone
Phone the department on 13 7468 (13QGOV).
Assistance to make your complaint
If you are deaf or have a hearing or speech impairment, you may contact the National Relay Service — telephone 133 677 (TTY/Voice) / 1300 555 727 (Speak and Listen (SSR)).
If you require an interpreter, you may contact Translating and Interpreting Service (TIS) National — telephone 131 450.
If you need any other assistance please contact us using the contact details above.
Resolving your complaint
All complaints are dealt with in accordance with the Complaints Management Policy (PDF, 46K)* and Complaints Management Procedure (PDF, 150K)*.
We aim to resolve your complaint within 20 business days. However, more complicated issues may take longer. If necessary, we will contact you within 20 business days and advise you of the timeframe for a response.
When we have investigated your complaint, we will contact you to advise you of the outcome of the investigation.
Independent review
If you are not satisfied with DERM's formal processes, you can contact the Queensland Ombudsman's Office to request an independent review of the issues raised.
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Last updated 1 September 2010