If you have a complaint about our services or actions, we welcome the opportunity to assist you and resolve your complaint quickly and effectively in the first instance. If you're dissatisfied with the outcome, you can lodge a formal complaint.
We have a formal Complaints Management policy and process in place to ensure customer complaints are resolved quickly and fairly. We're committed to providing our customers with a quality service.
If you're dissatisfied with a decision (for example, you recently applied to join the Scheme and were refused membership due to the type of work you perform), we have a reconsideration process in place to deal with these requests.
How do I lodge a formal complaint?
You may lodge a formal complaint by completing the QLeave Complaint Form.
Contact us to request a PDF form and return to us via:
Post – QLeave. PO Box 348, Archerfield BC QLD 4108
Email – email@example.com.
What happens to my complaint?
One of our staff members will acknowledge receipt of your complaint. Your complaint will then be directed to the business area best able to deal with it. Your investigating officer may contact you for further information and you'll be informed in writing of the outcome of your complaint once we have completed the investigation.
How long will it take?
We'll acknowledge your complaint within two working days. We aim to respond to complaints within 15 working days. We may need to conduct a more detailed investigation if an issue is complex. You'll be kept informed of progress by your investigating officer.
Do I have to provide my name and contact details?
When you make a complaint it will assist us if you provide your name, address and contact details together with detailed information describing your complaint and how you see the problem being resolved. Anonymous complaints can be more difficult to deal with so providing some contact details will at least allow us to let you know the outcome of your complaint.
Services available to you
If you need assistance in understanding the complaints process, please contact us and we'll help you. If you're having language difficulties in understanding the process, please phone (07) 3018 0333 to access an interpreter service.
If I'm not satisfied with QLeave’s response, what can I do?
If you remain dissatisfied with the review undertaken by QLeave you may refer the matter to an external complaints management body such as the Queensland Ombudsman’s Office.