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Compliments and complaints

We value your feedback because it helps us improve our business. We welcome the opportunity to help you and aim to respond promptly and effectively.

What to do first

If you have a complaint or other feedback, there are some steps that can help us to help you.

  • Act quickly - please tell us about any problems as soon as possible. The earlier you tell us, the sooner we can act.
  • Go local - many concerns can be resolved quickly and easily by speaking with staff at your local business centre.
  • Make it clear - describe the issue and tell us everything that’s relevant in the order it happened. This might include dates, times, what action has been taken so far and any supporting information. Also make sure you tell us what outcome you’re seeking or the action you want us to take.

How to provide feedback

You can make a compliment or complaint by:

If you are deaf or have a hearing or speech impairment, you can call the National Relay Service on 133 677 (TTY/Voice) / 1300 555 727 (Speak and Listen (SSR).

If you need an interpreter, call the Translating and Interpreting Service (TIS) National on 131 450.

If you need any other help, please contact us using the contact details above.

The complaint process is completely confidential. Personal information collected as part of the complaints process will not be released publically. Find out more about privacy.

What happens to your complaint?

We will acknowledge your complaint within 5 working days and aim to respond within 20 working days. If the issue is complicated, a more detailed investigation may be needed and we will keep you informed of progress.

If you are not satisfied with the outcome of your complaint, you can request an internal review by emailing or writing to us at the address above. If you are still not satisfied with the outcome, you can contact the Queensland Ombudsman to request an independent review.

We recognise the importance and value of listening and responding to complaints. Our Complaints Management Framework (PDF, 674KB) provides more information on how we handle complaints.

In 2016-2017 we received 122 customer complaints of which:

  • 48 resulted in further action
  • 74 resulted in no further action.

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Last updated: 29 September 2017

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The Department of Natural Resources and Mines is an economic development agency that enables the productive and responsible use of our natural resources – water, land, mineral and energy resources – to generate wealth and prosperity for current and future generations of Queenslanders.

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13 QGOV (13 74 68) business hours
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