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href=\"mailto:feedback@queensland.com\"\u003Efeedback@queensland.com\u003C/a\u003E or phone +(61) 7 3535 3535.\u003C/p\u003E\r\n","ctaColor":"teal","mediaType":"image",":type":"teq/components/corp/image-cta","cta1":{"ext":"","path":"/content/dam/teq/corporate/corporate-searchable-assets/industry/governance/TEQ-ComplaintsManagementPolicy-2024.pdf","emailAddress":null,"size":"120.4 kB","callNumber":null,"btnTarget":"_blank","function":"view","style":"primary","label":"Policy","contentType":"asset","emailSubject":null},"cta2":{"ext":"","path":"/content/dam/teq/corporate/corporate-searchable-assets/industry/governance/TEQComplaintsManangementProcedure2022FINALAPPROVED.pdf","emailAddress":null,"size":"229.0 kB","callNumber":null,"btnTarget":"_blank","function":"view","label":"Procedure","contentType":"asset","emailSubject":null},"image":{"imageRatio":"fill","src":"/content/dam/teq/corporate/images/industry/who-we-are/Untitleddesign(4).jpg","alt":"View on Brisbane City at Sunset","quality":"60"}},"spacer_288405889_cop":{"spacerType":"whitespace","paddingSize":"medium",":type":"teq/components/spacer"},"editorial_descriptio":{"text":"\u003Ch3\u003E\u003Cb\u003ECompliments\u003C/b\u003E\u003Cbr\u003E\r\n\u003C/h3\u003E\r\n\u003Cp\u003EIf you would like to compliment us on something we've done well, we welcome that! You can share your feedback on email \u003Ca href=\"mailto:feedback@queensland.com\"\u003Efeedback@queensland.com\u003C/a\u003E or phone +(61) 7 3535 3535.\u003C/p\u003E\r\n\u003Ch3\u003E\u003Cb\u003EComplaints\u003C/b\u003E\u003C/h3\u003E\r\n\u003Cp\u003ETEQ is committed to effective complaints management and responding appropriately to feedback. TEQ recognises the importance of effective complaints management and the integral role it plays in quality service delivery.\u003C/p\u003E\r\n\u003Cp\u003EAll complaints will be treated in the strictest confidence and in accordance with the privacy principles contained in the \u003Ci\u003EInformation Privacy Act\u003C/i\u003E (2009) (Qld).\u003C/p\u003E\r\n\u003Cp\u003EBelow is a step-by-step guide if you wish to make a complaint.\u003C/p\u003E\r\n\u003Cp\u003EAlternatively, you can also make a complaint via an independent private complaints scheme, \u003Ca href=\"https://emverio.snapforms.com.au/form/tourism-and-events-queensland\"\u003EEmverio Workplace Complaints\u003C/a\u003E. \u003C/p\u003E\r\n\u003Cp\u003E\u003Cu\u003E\u003Cb\u003EStep 1. Try to resolve the complaint informally\u003C/b\u003E\u003C/u\u003E\u003C/p\u003E\r\n\u003Cp\u003EIf you have a complaint to make, discuss your concerns with the area responsible for the service. You may be able to resolve the complaint informally. Contact us on +(61) 7 3535 3535 and we will put you through to the relevant business area.\u003C/p\u003E\r\n\u003Cp\u003E\u003Cu\u003E\u003Cb\u003EStep 2. Make a formal complaint\u003C/b\u003E\u003C/u\u003E\u003C/p\u003E\r\n\u003Cp\u003EIf your concern cannot be resolved or you are unhappy with the outcome, you can lodge a formal complaint. Your complaint will be managed in accordance with our complaints management policy. You can make a verbal or written complaint. Wherever possible, it is best to contact us in writing so we can accurately investigate all aspects of your complaint.\u003C/p\u003E\r\n\u003Cp\u003EAnonymous complaints and those submitted by an authorised third party will be accepted, either verbally or in writing, using the following methods:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EEmail: \u003Ca href=\"mailto:feedback@queensland.com\"\u003Efeedback@queensland.com\u003C/a\u003E\u003C/li\u003E\r\n\u003Cli\u003EPhone: +(61) 7 3535 3535\u003C/li\u003E\r\n\u003Cli\u003EWrite to:\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp style=\"margin-left: 40.0px;\"\u003ETEQ Complaints Coordinator\u003C/p\u003E\r\n\u003Cp style=\"margin-left: 40.0px;\"\u003ETourism and Events Queensland\u003C/p\u003E\r\n\u003Cp style=\"margin-left: 40.0px;\"\u003EGPO Box 328\u003C/p\u003E\r\n\u003Cp style=\"margin-left: 40.0px;\"\u003EBrisbane QLD 4001\u003C/p\u003E\r\n\u003Cp\u003ETo make a complaint, contact us and have the following information ready:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003Eyour name and contact details (or the name and contact details of the person for whom you are an authorised representative);\u003C/li\u003E\r\n\u003Cli\u003Efull details of the events, dates and places concerning the complaint;\u003C/li\u003E\r\n\u003Cli\u003Ethe names of others who may have witnessed or have information about the complaint;\u003C/li\u003E\r\n\u003Cli\u003Eany other evidence that supports the complaint;\u003C/li\u003E\r\n\u003Cli\u003Ethe desired outcome.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EThe Queensland Government’s Translation and Interpreting services are available for complainants who are unable to speak or write in English. They are available via www.qld.gov.au/languages or by phoning 131 450.  For people with hearing or speech impairments, please use the National Relay Service on 133 677.  Any costs associated with these services will be met by TEQ.\u003C/p\u003E\r\n\u003Cp\u003E\u003Cu\u003E\u003Cb\u003EStep 3. Resolving your complaint\u003C/b\u003E\u003C/u\u003E\u003C/p\u003E\r\n\u003Cp\u003EOnce we have your complaint we will work with you to resolve it. Complaints will be investigated without prejudice and dealt with confidentially. Complainants will be treated respectfully and will not suffer any reprisal from TEQ or its officers for making a complaint.\u003C/p\u003E\r\n\u003Cp\u003EWe will acknowledge your complaint within five working days of receiving it. This acknowledgement will outline how the complaint will be managed, including an estimated timeframe for resolution and if necessary, how progress reports will be provided. Where possible the matter will be finalised within 10 business days.\u003C/p\u003E\r\n\u003Cp\u003ESensitive and complex complaints that need more detailed investigation and analysis may take longer to finalise. In these circumstances, we will advise the reason for the extended time and regularly update you on the complaint's progress.\u003C/p\u003E\r\n\u003Cp\u003E\u003Cu\u003E\u003Cb\u003EStep 4. Unresolved complaints\u003C/b\u003E\u003C/u\u003E\u003C/p\u003E\r\n\u003Cp\u003EIf you are not satisfied with how your formal complaint was resolved, you can contact \u003Ca href=\"http://www.ombudsman.qld.gov.au/MakeaComplaint.aspx\"\u003EThe Queensland Ombudsman\u003C/a\u003E.\u003C/p\u003E\r\n\u003Cp\u003EThe Queensland Ombudsman's Office is an independent complaints investigation agency. Their role is to ensure that public agencies act fairly and make the right decisions for Queenslanders.\u003C/p\u003E\r\n\u003Cp\u003ENote: A complaint that is determined not to be regarding the services or actions of TEQ may be referred to another entity (e.g. the relevant government department, a Regional Tourism Organisation, an event organiser). In this case, you will be notified of this referral in writing.\u003C/p\u003E\r\n\u003Ch2\u003E \u003C/h2\u003E\r\n\u003Ch2\u003E\u003Cb\u003ECorrupt conduct and Public Interest Disclosures\u003C/b\u003E\u003C/h2\u003E\r\n\u003Cp\u003ETEQ is required to address certain types of complaints in specific ways. Complaints regarding potential corrupt conduct and matters that could be regarded as a Public Interest Disclosure are managed under \u003Ca href=\"https://teq.queensland.com/content/dam/teq/corporate/corporate-searchable-assets/industry/governance/Public-Interest-Disclosure-Policy.pdf\"\u003ETEQ’s Public Interest Disclosure Policy\u003C/a\u003E.\u003C/p\u003E\r\n\u003Cp\u003EPlease note that it is not necessary for a complainant to identify a matter as potentially corrupt conduct or a Public Interest Disclosure. It is the responsibility of TEQ to assess a complaint as such, where appropriate, and manage the matter in accordance with the relevant procedure.\u003C/p\u003E\r\n\u003Ch2\u003EGovernment Complaint Reporting\u003C/h2\u003E\r\n\u003Cp\u003EIn accordance with government reporting requirements, TEQ reports the following for 2024-25:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003E9 complaints received:\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003E0 complaints resulting in further action.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003E9 complaints resulting in no further action.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n","readMoreHeight":0,"richText":true,":type":"teq/components/editorial/editorial-description"},"spacer_288405889":{"spacerType":"whitespace","paddingSize":"medium",":type":"teq/components/spacer"},"spacer_578700652":{"spacerType":"whitespace","paddingSize":"medium",":type":"teq/components/spacer"}},":type":"wcm/foundation/components/responsivegrid"},"footer_menu":{"acknowledge":"\u003Cp\u003E\u003Ci\u003ETourism and Events Queensland acknowledges the Traditional Owners of Country and we recognise their continuing connection to land, waters, culture and community. 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