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Policy and principles

We are committed to openness, transparency and accountability in its decision-making and client relationships. This statement outlines the main points from our policy and procedure manual regarding complaints, enquiries or concerns and is provided for use by those who wish to make a complaint, enquiry or a concern about the department.

Policy statement

People who are involved in the child protection system must be able to participate in, influence, add value to, and question the decisions the Department of Child Safety has made, the service it has provided and the behaviour of its employees.

Because the department is committed to protecting children and young people and to continuous improvement, it is open to enquiries, expressions of concern, and complaints about these issues.

When dealing with such matters, protecting the safety, rights and best interests of children and young people remain its primary concern.

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Department principles

  1. This Department of Child Safety policy supports three Queensland Government priorities:

    • protecting our children and enhancing community safety
    • improving health care and strengthening services to the community
    • delivering a responsive government.

  2. The department is committed to resolving complaints, enquiries or concerns at the service-delivery point closest to where the decision was made.

    During the resolution process, people have the right to be supported by a friend, an advocate, an interpreter or a community elder.

    People who feel the integrity of an investigation may be compromised at the child safety service centre level may take the matter to the client relations officer at the zonal office, or to the Complaints and Review Unit at central office for resolution.

  3. The department will handle all complaints, enquiries or concerns confidentially.

  4. All complaints, enquiries or concerns are to be handled promptly, professionally and in a fair, objective and equitable manner without fear of retribution. The complaints management system reflects principles of social justice through inclusive practices that respect and support people from a diverse range of backgrounds including Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and people with additional support needs.

  5. The complaints management system does not compromise or override:

    • the right of a child or young person to protection from harm
    • the necessity for a young person to comply with the requirements of a court order
    • the right of a carer to receive support or payment for care provided during a placement.

  6. The department will follow up on all matters raised by concerned parties. However if the decision or incident occurred more than two years ago, the decision to investigate the complaint, enquiry or concern is at the discretion of the chief executive officer, or a zonal director, or the manager of the Complaints, Case Review and Investigation Branch.

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Process for complaints

The complaints management system requires that all enquiries, concerns or complaints are addressed at the service delivery point closest to where the decision was made. Each child safety service centre should handle all matters relevant to their clients and the service provided. It is the role of every officer to address all matters as they arise in the course of client contact and to maintain accurate and complete records of those matters.

In the first instance, a person wishing to make an enquiry, concern or a complaint is to contact an officer of the child safety service centre concerned. The officer will identify and clarify the issue concerned, make a record of the matter and refer it to the centre manager. The manager will determine that the matter is an enquiry, concern or a complaint, and initiate a process to achieve a timely and appropriate outcome.

Matters that involve children and young people at immediate risk, or suspected risk of harm are not addressed through the complaints management system but are referred to an intake officer for notification at the relevant child safety service centre.

At any time, if a concerned party or an officer of the department believes a matter cannot be resolved impartially at the child safety service centre, they may refer the matter to the zonal client relations officer or the Complaints, Case Review and Investigation Branch. In these instances, the zonal client relations officer or the staff of the Complaints, Case Review and Investigation Branch will work collaboratively with the child safety service centre to address the matter in a timely and appropriate manner.

The concerned party has the right to a support person at any stage of the process. Support people may include:

The manager is responsible for making decisions regarding all matters raised at a child safety service centre. The timeframe for these processes are:

  1. Addressing and resolving an enquiry - when it can be handled informally and promptly through a one-off contact, an enquiry will be processed within three working days.

  2. Addressing and resolving concerns - when it can be resolved locally without the need for a formal complaints process, an officer contacts the person concerned within three working days. The officer will investigate the concern and identify an appropriate response within fifteen working days from the initial return contact.

  3. Addressing and resolving complaints - a complaints process commences when a written agreement is signed by the concerned party. In this case, an officer makes initial contact with the person concerned within three working days and develops a solution and provides a written statement of agreed outcomes to the person concerned within twenty working days from the return contact.

If the concerned party is not satisfied with the response, a request for consideration to conduct an internal review can be progressed.

A concerned party must raise a matter within two years of the decision concerned being made, or the incident occurring. A matter can only be considered outside this timeframe if the following circumstances provide valid reasons for doing so, as assessed by the chief executive officer, zonal director, manager of the Complaints, Case Review and Investigation Branch, or a child safety service centre manager:

When a matter is raised concerning a Department of Child Safety funded non-government service provider, the officer receiving the matter will:

The zonal client relations officer or the Complaints, Case Review and Investigation Branch will liaise with the manager of the relevant child safety service centre, the Community Support Team within the zonal office and the Community Partnerships Branch to collect information and, or make referrals.

When a concerned party remains dissatisfied, two review options are available to support resolution – a departmental internal review process, or an external review process offered and managed by another agency outside the Department of Child Safety. The departmental officer with whom a matter is raised can provide information on these two processes.

If no issues of child safety are identified, or if child safety issues identified have previously been addressed, and the complainant (concerned party) persists with the complaint, consideration can be given to dealing with the matter as a frequent or harassing complainant for which particular action must be endorsed by the Director-General.

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Last updated
4 October 2006

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