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 the Public Safety Business Agency (PSBA) or Inspector General Emergency Management (IGEM), 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 PSBA or IGEM.
Teletype services
If you are deaf, or have a hearing or speech impairment, phone the Principal Advisor, Complaints Management 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.
What happens to my complaint?
- When we receive your complaint we will send you a letter within 7 days letting you know 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 with your complaint (for example, the issue is outside the jurisdiction of the PSBA or IGEM), we will write to you and let you know.
Complaints Management Documents
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
complaints@psba.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.
Publishing Customer Complaints Information
Section 219A of the
Public Service Act 2008 requires departments to publish information about customer complaints. Customer complaints are complaints about the service or action of a department, or its staff, by a person who is apparently directly affected the service or action.
The Public Safety Business Agency received 4 customer complaints in the 2016/2017 financial year. All complaints resulted in further action.
The Officer of the Inspector-General, Emergency Management did not receive any customer complaints in the 2016/2017 financial year.
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:
Principal Advisor
Complaints Management
Public Safety Business Agency
GPO Box 2336
Brisbane Qld 4001
Phone: (07) 3015 3328
Email:
complaints@psba.qld.gov.au
Before emailing us please refer to our privacy statement.
Public Interest Disclosure Management Plan and Procedure
The Public Safety Business Agency (PSBA) Public Interest Disclosure (PID) Management Plan has been development to comply with section 28 of the Public Interest Disclosure Act 2010 (PID Act) which requires public sector entities to establish reasonable procedures to ensure that a management programme for public interest disclosures made to the entity is developed and maintained consistent with any Standard made under section 60 of the PID act.
The plan applies to all employees within the PSBA (including sworn Queensland Police Service (QPS) officers seconded to, or on a work performance arrangement in PSBA), and the Office of Inspector General Emergency Management (IGEM). Both employees and members of the public may make public interest disclosures under the PID Act.
PSBA IGEM Public Interest Disclosure Procedure 2019.pdf
Public Interest Disclosure Management Plan 2019.pdf