Feedback and complaints
We want to make sure our services meet the needs of the people we support. Your feedback helps us understand what we’re doing well and where we can improve.
We welcome feedback from clients, families, support networks, service providers, and the community.
If you are unhappy with something we have done, or something we have not done, you can make a formal complaint.
Provide feedback
To give us feedback — positive or negative — you can:
- fill in our enquiry form (select the ‘Provide feedback’ option in the drop-down menu)
- email us at publicguardian@publicguardian.qld.gov.au
- call us on 1300 653 187
- write to us at:
Office of the Public Guardian
PO Box 13554, George Street
Brisbane QLD 4003.
Make a complaint
If you’re unhappy with any aspect of our work and would like us to do something about it, you can complain.
For example, you can complain about our:
- decisions or failure/refusal to make decisions
- policies or procedures
- employees’ conduct
- service delivery.
We’ll try to resolve your complaint fairly and efficiently and will communicate the outcome of your complaint in writing.
Rest assured that making a complaint will not negatively affect the services that we give you.
How to make a complaint
To make a complaint, you can:
- fill in our online complaint form
- email us at OPGComplaints@publicguardian.qld.gov.au
- call us on 1300 653 187
Need an interpreter?
If you need an interpreter, please:
- Call the Translating and Interpreting Service (TIS National) on 131 450.
- Ask to be transferred to us on 1300 653 187.
If you’re deaf or have a hearing or speech impairment
If you’re deaf or have a hearing or speech impairment:
- Contact the National Relay Services (NRS) through your preferred NRS call channel detailed on NRS call numbers and links.
- Give the NRS our phone number: 1300 653 187.
What happens next?
After receiving your complaint, we’ll:
- acknowledge receipt of your complaint within 3 business days
- listen to and work with you to try to resolve your complaint (we may ask you for more information)
- inform you of the outcome of your complaint in writing within 30 business days. (If your complaint is complex or involves privacy or human rights, it could take longer to reach an outcome.)
If you’re unhappy with the outcome
If you’re unhappy with the outcome of your complaint:
- Within 20 business days of us informing you of the outcome, you can ask us to conduct an internal review of the outcome.
If we accept your request, a senior staff member who was not involved in our original decision will review it to make sure the decision was fair, reasonable and correct.
This review can take up to 20 business days to complete.
- If we decline your request for a review or you’re dissatisfied with the result of our review, you can complain to the Queensland Ombudsman.
The Queensland Ombudsman investigates complaints about Queensland Government agencies.
For more information, visit Queensland Ombudsman’s or call them on (07) 3005 7000.
Please be patient and kind
Our clients are among Queensland’s most vulnerable residents and their circumstances can be difficult and stressful at times for them and those close to them.
We can understand why someone’s emotions might be running high or why their patience might be limited when dealing with us.
However, by being patient and kind with us, you’ll make it easier for us to provide you with the help and support you need.
Complaints received in 2024–25
Under section 219A of the Public Service Act, we must publish information on the complaints we received in the previous financial year (see table below):
| Total complaints received | Complaints resulting in further action | Complaints resulting in no further action | Complaints still being actioned at 30 June 2025 |
|---|---|---|---|
| 50 | 14 | 25 | 11 |
Human rights complaints
If you believe we have disregarded your human rights, you can make a complaint to us. We will provide you with a response within 45 business days of receiving your complaint.
If you are not satisfied with our response, or if you would like to take your complaint further, you can contact the Queensland Human Rights Commission.
You can visit the QHRC or call them on 1300 130 670.
If you’re unhappy with your private guardian
If you are concerned about the decisions or actions of your private guardian, you can apply to the Queensland Civil and Administrative Tribunal (QCAT) to have their appointment reviewed.
You may also wish to seek help from an independent advocacy service. Advocacy services can support you to understand your rights, explore your options, and help you navigate the QCAT process. See other organisations that can help for contact details of some available services.
For more information, visit QCAT or call 1300 753 228.