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Our service charter

Our service charter sets out the standard of service that you can expect from us. It explains how we will deliver exceptional customer service; provide easy access to our services; and ensure we make clear and transparent decisions.

Our service commitment to you

Exceptional customer service

  • Connect you with the right services                                                            
  • Consider your needs, discuss timeframes, set a deadline and deliver on time                                                            
  • Keep you informed of progress and honour appointments                                                            

Easy access to our services

  • Change the way you can do business with us as technology evolves                                                            
  • Use your feedback to design simple, integrated and consistent processes                                                            
  • Actively listen and understand your needs to improve the way we do business                                                            

Clear and transparent decisions

  • Use the facts and the law, and reasonably exercise our discretion                                                            
  • Operate transparently and communicate decisions simply and clearly                                                            
  • Inform you of options to resolve any concerns as quickly as possible

We value your feedback

If you have a complaint, compliment or feedback, please contact us.

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Online: Use our feedback form
Email: customerfeedback@dnrm.qld.gov.au
Phone: 13 QGOV (13 74 68)
Post: PO Box 15216, City East Qld 4002
In person: Visit one of our DNRM business counters

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Last updated: 9 June 2016


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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Department of Natural Resources and Mines
1 William Street, Brisbane, Queensland 4000
13 QGOV (13 74 68) business hours
Visit the contact us page for specific enquiries
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