Resources

Lodging a Complaint

A complaint must be made in writing. Complaints can be lodged by completing a QCS Complaint Form (Word 53KB), by letter or by email to complaintsmanagement@correctiveservices.qld.gov.au. Filling in the complaint form will help QCS address the complaint quickly and efficiently.

Complaints by offenders in correctional centres

The complaints management process aims to resolve the majority of complaints at the local (or frontline) level. This enables complaints to be handled more efficiently. Complaints at this level will usually be verbal, and ideally all negligible and many minor complaints should be resolved at this point wherever possible.

Offenders in a correctional centre are asked to direct their complaints to the correctional centre concerned. Offenders are encouraged to take their complaint to their Unit Manager or supervising officer in the first instance. If their complaint cannot be resolved at this level, they are encouraged to write to the facility's General Manager. Offenders have access to information about the CMS in the form of a comprehensive Fact Sheet (PDF 146KB). If hard copies of the Fact Sheet (PDF 146KB) and QCS Complaint Form (Word 53KB) are not accessible within a correctional centre, corrective services staff can access both documents for offenders via the staff intranet site.

If an offender makes a written complaint concerning an issue that is assessed as being suitable for local (frontline) resolution, and the offender cannot demonstrate that they have firstly attempted to resolve the complaint at that level, the offender can be requested to refer the matter to frontline staff prior to having the complaint addressed via the complaints management process.

Complaints by offenders within the Probation and Parole service

If you are an offender under supervision by the Probation and Parole service, your complaint should be directed to the Probation and Parole Office concerned. Offenders are encouraged to take their complaint to their supervising Probation and Parole Officer in the first instance. If the matter cannot be resolved at this level, you should write to the Regional Manager who may be able to make a determination on the complaint.

All other complaints

If you are a member of a stakeholder group, (for example a family member of an offender, an advocacy or support group), your complaint should be directed to the General Manager of a Correctional Centre, Regional Manager of a Probation and Parole Office or Director of a QCS work unit concerned.

Complaints can be lodged by completing a QCS Complaint Form (Word 53KB), by letter or by email to complaintsmanagement@correctiveservices.qld.gov.au. Filling in the complaint form will help QCS address your complaint quickly and efficiently.

Last updated: 06 September 2007