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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, and 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 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 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 (or the name and contact details of the person for whom you are an authorised representative)
  • 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 your complaint within three working days of receiving it, however sometimes it may take a little longer - please allow up to five business days for a response. This acknowledgement will outline how the complaint will be managed, including an estimated timeframe for resolution and if necessary, how progress reports will be provided.

Where possible a customer complaint will be finalised within 30 working days. In the event of an investigation proving more complex and requiring more time than previously advised, the rationale for the extended time will be communicated to you, and you will be kept informed on a regular basis of progress with your complaint.

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

WorkCover Queensland is not part of the Office of Industrial Relations and handles complaints according to its own complaints policy.

If you disagree with the final outcome of your complaint you can request an internal review within 20 working days or contact the Queensland Ombudsman by visiting the web site at http://www.ombudsman.qld.gov.au 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 which 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 business days to respond to the complaint. If you have not received a response within 45 business days, or is dissatisfied with the response, you may refer the matter to the Queensland Human Rights Commission (QHRC).

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