Making complaints

An important feature of the Act is that it allows individuals to make a complaint where they believe a public entity has limited their human rights.

As the OPG is considered to be a public entity, if you believe that your human rights or the rights of someone you know have been limited by the OPG, you should lodge a complaint with the OPG. This can be done by writing to the Complaints Manager:

Email: complaints@publicguardian.qld.gov.au

Mail: PO Box 13554, Brisbane QLD 4003

To ensure we are as accessible as possible, and it is as easy as possible for individuals to make a complaint for themselves or on behalf of others, a complaint can be lodged during any interaction with an OPG staff member. This includes a guardian, investigator, community visitor, or by calling OPG’s general phone line on 1300 653 187.

To help overcome any barriers there may be in making a complaint we will offer support where required, as outlines below.

Children and young people

  • Children and young people are able to contact an OPG Child Advocate by calling 1800 661 553 or emailing child@publicguardian.qld.gov.au.
  • If you are visited by an OPG Community Visitor then they can help you lodge a complaint.
  • You may also wish to 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).

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 access one of the support options above.

The OPG Complaints Management Policy and Procedure (external complaints) outlines how we receive and handle complaints, including complaints about the limitation of human rights.

Related information:

OPG staff are also able to help our clients make complaints, or make complaints on their behalf, to public entities that may be unlawfully limiting a client’s human rights.
You can talk to a delegate guardian, community visitor or child advocate legal officer for help, or call us on 1300 653 187.