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Adoption

• About adoption
  • Adopting a child
  • Differences between biological and adoptive parenting
  • Adoption programs
  • Adoptive parent education
• For birth parents
  • Consent to adoption
  • Finalising adoption
  • After your child is adopted
• Adopting a child from Queensland
  • General Children's Adoption Program
  • Frequently asked questions about Queensland adoption
• Adopting a step-child or relative
  • Relative and Step-Parent Adoption Program
  • Issues to consider
  • Alternatives to adoption
  • Consent requirements
  • Leave of the Family Court
• Adopting a child with special needs
  • Special Needs Children's Adoption Program
• Adopting a child born overseas
  • Intercountry Adoption Program
  • Overseas country information
  • Frequently asked questions about overseas adoption
  • Intercountry adoptive parent education
• After adoption
  • Release of information
  • Mailbox Program
• Library
• Contacts
  • Community organisations
  • Other government contacts
  • Raising concerns or complaints

Raising concerns or complaints

Our department is committed to open, transparent and accountable service delivery and practice. Our officers are required to exercise their delegated decision-making powers and statutory obligations in a fair and just manner based on fact and evidence that supports the decision made.

We have a formal policy and principles in place for dealing with complaints about services applicants receive. Couples can make a complaint if they feel they have been treated unfairly or have not received the information and support they need.

Our Adoption Services Queensland Unit is committed to providing couples expressing an interest in being assessed as suitable prospective adoptive parents with up-to-date and relevant information about the expression of interest process, and to providing services that are sensitive to individual needs.

We welcome feedback as part of a continuous improvement and learning process and to ensure effective and positive services and relationships between staff and prospective adoptive parents.

Raising concerns

If couples have a complaint or concern they are encouraged to contact the responsible staff member in Adoption Services Queensland about the issue and seek a resolution as soon as possible. The longer matters are left, the harder it can be to find a solution.

If it is not possible to resolve the concerns with the responsible staff member, couples may consider making a formal complaint.

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Making a formal complaint

Formal complaints can be lodged with the Manager of Adoption Services Queensland in writing, telephone or in person. The complaint will be dealt with in a timely, confidential and sensitive manner. As part of the formal process, the Manager will contact the couple to discuss their concerns, explore options for dealing with the complaint and to plan a resolution process. The Manager will remain in contact with the couple during the process to ensure a satisfactory resolution.

If couples do not want their complaint to be considered by the Manager of Adoption Services Queensland they can contact our Complaints, Case Review and Investigation Branch.

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External assistance

In some instances it may not be possible for the couple and our department to reach an agreement. At any stage, couples can consider contacting an external agency about their concern or complaint.

Couples may also lodge a complaint with the Children Services Tribunal or the Queensland Ombudsman.

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Last updated

19 October 2007