Compliments and complaints

If you have a complaint or feedback about the department and its services, please let us know:

Make a complaint or compliment online

What happens to your complaint?

The complaint process is completely confidential. Personal information collected as part of the complaints process will not be released publicly. Find out more about privacy.

We will acknowledge your complaint within 3 working days and aim to respond within 20 working days. If the issue is complicated, a more detailed investigation may be needed and we will keep you informed of progress.

If you are not satisfied with the outcome of your complaint, you can request an internal review by emailing or writing to us using the feedback options listed below. If you are still not satisfied with the outcome, you can contact the Queensland Ombudsman to request an independent review.

We recognise the importance and value of listening and responding to complaints. Our Complaints Management Policy provides more information on how we handle complaints.

In 2022-2023 we received 39 customer complaints of which:

• 5 resulted in further action
• 34 resulted in no further action.

Other ways to provide feedback

You can provide feedback by:

• emailing customerfeedback@resources.qld.gov.au
• phoning 13 QGOV (13 74 68)
• speaking to staff at our business centres
• writing to PO Box 15216, CITY EAST QLD 4002
• making a public interest disclosure.

Need some support?

I'm deaf, or have a hearing or speech impairment

If you are deaf or have a hearing or speech impairment, you can call the National Relay Service on:

• 133 677 (TTY/Voice)
• 1300 555 727 (Speak and Listen (SSR)).

I need an interpreter

If you need an interpreter, you can use our translation and interpreting service.

Human rights complaints

The Human Rights Act 2019 requires public entities (including the Department of Resources) to be compatible with human rights, as well as give proper consideration to human rights when making decisions.

There are 23 human rights set out in the Human Rights Act. Find out more about the Human Rights Act and the 23 rights.

If you believe your human rights have been breached due to an action (e.g. policy, program or service) of the department, you can raise a customer complaint through our existing customer complaint process.

We will assess all customer complaints received for breaches of human rights whether you have identified a human rights concern or not.