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Our department policies

Our department's policies, procedures and guidelines support the services we provide to the community.

We consider human rights during the development and throughout implementation of our policies and procedures, in accordance with the Human Rights Act 2019.

Copies of these documents are available in accordance with section 20 of the Right to Information Act 2009. Please note that some information may be deleted or withheld if its release is deemed exempt or contrary to the public interest.

Code of conduct for the Queensland public service

The department is committed to embedding and upholding Queensland public service values. When delivering services and functions for Queensland, we uphold high levels of integrity and ethics and comply with the Code of Conduct for the Queensland Public Service.

Complaints management

We are committed to respecting, protecting and promoting human rights, and upholding a high level of integrity and transparency in our service delivery, functions and the decisions we make.

We view feedback and complaints as opportunities to improve, and we are committed to the effective handling of complaints in a responsive and timely manner.

Our Complaints Management Policy (PDF, 287.7KB) outlines our principles and obligations when managing and resolving complaints.

The Customer Complaints Management Procedure (PDF, 270.0KB) outlines the processes involved when we receive customer complaints.

The department complies with the Human Rights Act 2019, by acting and making decisions in a way that is compatible with human rights.

Our Human Rights Complaints Management Procedure (PDF, 173.9KB) describes how we handle and respond to human rights complaints, in conjunction with our Complaints Management Policy.

The Complaints about the Director-General Policy (PDF, 125.7KB) outlines how we will handle a complaint that involves, or may involve, corrupt conduct by the Director-General, as required by section 48A of the Crime and Corruption Act 2001.

In accordance with the Public Sector Act 2022, we publish information in our annual report on the number of complaints we receive, including the number requiring further action.

Fraud and corruption

The department has a zero tolerance for fraud, corruption and wrongdoing. Our Fraud and Corruption Control and Prevention Policy (PDF, 174.5KB) outlines how we prevent and detect fraud, corruption and wrongdoing in the department.

Information privacy

Our Information Privacy Policy outlines our commitment to protecting personal information and supports our compliance with the Information Privacy Act 2009 in how we collect, use, store and disclose personal information.

Please also refer to our privacy statement in relation to users of this site and contact if you have any concerns.

Last updated: 04 Mar 2024