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Office of Industrial Relations complaints policy

We're working together to make it easier for Queenslanders to get information about safety and workers' compensation issues and are committed to providing excellent customer service. If you believe we've made a mistake, or our service doesn't meet your expectations, we want to know.

The Office of Industrial Relations (OIR) is a division of the Department of State Development, Infrastructure and Planning (DSDIP), with all complaints for OIR, including Workplace Health and Safety Queensland, the Electrical Safety Office, Workers' Compensation Regulatory Services, Labour Hire and Industrial Relations, managed in accordance with the OIR Customer complaints and grievance management policy (PDF, 0.32 MB) and OIR Customer complaints management procedure (PDF, 0.45 MB).

We take customer complaints seriously and have a clear and consistent process to ensure they are resolved quickly and fairly. We encourage customers to raise their concerns directly with the area responsible for the service, as you may be able to resolve the complaint informally. However, if you're not happy with the outcome from this step, you can lodge a formal complaint.

Making a complaint

All complaints will be treated in the strictest confidence and in accordance with the privacy principles contained in the Information Privacy Act (2009) (Qld). Anonymous complaints and those submitted by an authorised third party who is legal representative of the complainant will be accepted, either verbally or in writing. Wherever possible, it's best to contact us in writing so we can accurately investigate all aspects of your complaint.

You can make a complaint using the following methods:

Written complaints

Complaints can be submitted by:

  • filling out the online form
  • print and complete the complaint form and mail it to:
    Customer complaints
    Office of Industrial Relations
    GPO Box 69
    Brisbane, QLD, 4001
  • fax the completed form to 1300 280 070,
    Attention: OIR customer complaints.

Verbal complaints

You can contact us by phone on 1300 362 128 between the hours of 8:00am to 5:30pm and have the following information ready:

  • your name and contact details
  • full details of the events, dates and places concerning the complaint
  • the names of others who may have witnessed or have information about the complaint
  • any other evidence that supports the complaint
  • the desired outcome.

The Queensland Government Translation and Interpreting services are available for complainants who are unable to speak or write in English. They are available via www.qld.gov.au/languages or by phoning 1800 512 451.

For people with hearing or speech impairments, please use the National Relay Service (NRS).

  • For Teletypewriter: phone 13 36 77 and ask for 13 74 68 (QGOV)
  • For voice relay: phone 1300 555 727 and ask for 13 74 68 (QGOV)
  • For internet relay (NRS chat): log into the internet relay call (NRS chat) page and type in 13 74 68 (QGOV)

Resolving your complaints

We aim to acknowledge receipt of your submission within three working days of receiving it. However, sometimes it may take a little longer, so please allow up to five working days for a response.

It is important to note that the acknowledgement does not mean that your submission has been accepted. A submission is accepted when we have assessed it and determined it is within the scope of the OIR Customer complaints and grievance management policy (PDF, 0.32 MB) and OIR Customer complaints management procedure (PDF, 0.45 MB). We may contact you for more information to determine whether your submission meets the requirements of our policy and procedure.

We will let you know if we have accepted your submission and advise of how the complaint will be managed, including an estimated timeframe for resolution.

Where possible a customer complaint will be finalised within 30 working days, but complex matters may take up to 90 working days. If your complaint is more complex and requires more time to resolve, we will tell you and give you a reason for requiring more time.  You will be kept informed on a regular basis of the progress with your complaint.

Some matters such as legislative decisions have different management processes and are excluded from the OIR Customer complaints and grievance management policy (PDF, 0.32 MB). Please see the OIR Information sheet - Excluded complaints (PDF, 0.24 MB) for more information.

Note: WorkCover Queensland is not part of the Office of Industrial Relations and handles complaints according to its own complaints policy. You can make a compliment or complaint to WorkCover Queensland about their services directly via their website.

If you disagree with the final outcome of the internal assessment of your complaint, you can request an internal review within 20 working days or contact the Queensland Ombudsman by visiting their website or by phone on 1800 068 908. More information can be found in the following:

Complaints under the Human Rights Act 2019 (Qld) (the Act) can only be made about alleged breaches that occurred after 1 January 2020. Any complaints received prior to 1 January 2020, or that involve decisions made prior to 1 January 2020, will not be a human rights complaint because the Act had not yet commenced. These complaints can be managed under the standard customer complaints management process.

OIR has 45 working days to respond to a human rights complaint. If you have not received a response within 45 working days, or are dissatisfied with the response, you may refer the matter to the Queensland Human Rights Commission (QHRC).

Supporting procedures

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