Making a complaint about OPG

You can make a complaint about us if you’re not happy with what we’ve done, what we haven't done, or how you have been treated by us. When you raise a complaint with us, we will try and resolve the issue or concern in person or by telephone with you. This is the most efficient way to resolve a problem or concern you have. However, if you aren’t satisfied with the response, a formal complaint can be made.

If you think we have done something wrong which limits or breaches your human rights, or the human rights of someone you know, you can also use our formal complaints process. If you aren’t happy with the response you receive from OPG, or you don’t receive a response from us within 45 business days, you can take your complaint to the Queensland Human Rights Commission. If needed, we can support you to make this referral, or alternatively you can use one of the support options below.

If you would like to lodge a formal complaint about the Office of the Public Guardian, please contact the Complaints Manager using the details below. You can also view our Complaints Management Policy for more information.

Contact us to make a complaint

Email: complaints@publicguardian.qld.gov.au

Post: Office of the Public Guardian

PO Box 13554

George Street Brisbane QLD 4003

To ensure we can make it as easy as possible for individuals to make a complaint for themselves or on behalf of others, you can also lodge a complaint by talking to any OPG staff member. This includes a guardian, investigator, community visitor, or by calling OPG’s general phone line on 1300 653 187.

Do you need help to make a complaint?

To help overcome any barriers there may be in making a complaint, we will offer support where required, and there are also various organisations who may be able to help you.

Children and young people

  • Children and young people are able to contact an OPG Child Advocate by calling 1300 653 1873 or emailing publicguardian@publicguardian.qld.gov.au
  • If you are visited by an OPG Community Visitor then they can help you lodge a complaint.
  • If you aren’t comfortable asking an OPG Community Visitor to help you make a complaint about OPG you can also seek help from a trusted adult or an independent advocate, such as the Youth Advocacy Centre.

Aboriginal and Torres Strait Islander people

  • The Aboriginal and Torres Strait Islander Legal Service may be able to assist you with lodging a complaint. Further information can be located at www.atsils.org.au or by calling 1800 012 255

People from non-English speaking backgrounds

  • Telephone and Interpreting Service (TIS) is able to provide comprehensive interpreting services via the telephone. Phone interpreters can be booked through the TIS website, www.tisnational.gov.au, or by calling 131 450.
  • The National Accreditation Authority for Translators and Interpreters Ltd (NAATI) maintain a list of current translators and interpreters, which can be accessed by calling the NAATI Regional Office, Brisbane on (07) 3393 1358, or accessing the NAATI website at www.naati.com.au

People with hearing or speech impediments

  • Persons with a hearing or speech impairment may utilise the National Relay Service (NRS), including via the NRS app for mobile phones, and ask them to contact the OPG.
  • Deaf Services Queensland (for AUSLAN and other deaf community interpreters). Pre-book by fax on an Interpreter Request Form on (07) 3392 8511 or phone 1300 123 752 (office hours) or (07) 3018 0333 (after hours).

Information on complaints received about OPG

OPG publishes information and statistics about complaints handling in its Annual Report, in compliance with section 219A of the Public Service Act 2008. This process commenced in 2020 with the Annual Report for the 2019/20 financial year. Before this, OPG reported complaints handling data to the Department of Justice and Attorney-General (DJAG), which was subsequently published in the DJAG Client Complaints Annual Reports.