New and improved system for handling child safety complaints
A new child safety complaints management framework will come into full effect from tomorrow (Saturday 1 October) to ensure a fairer and more transparent process that better takes into account the views of children and young people.
Department of Communities, Child Safety and Disability Services’ Deputy Director-General, Kathy Dunning who has responsibility for the complaints unit said the complaints management process gave clients and the general public an opportunity to voice their satisfaction or dissatisfaction with the services provided by the department.
“We are committed to improving our customer service, and in particular, to better hear the voices and experiences of families, children and young people,” she said.
“Sometimes we have to make tough decisions in response to children’s safety and well-being, but we know we need to engage with families, children and young people to ensure their voices are heard and that their needs are met.
“This is about improving our responsiveness to feedback and complaints and handling these in a proper and timely way.
“Importantly, the new complaints process will make it easier for children and young people to make complaints via an SMS to email service, web chat and links within a dedicated mobile app for children in care, which is currently under development.”
The Queensland Child Protection Commission of Inquiry provided five recommendations that related to the department’s complaints management system.
Subsequent and more detailed reviews of the system by the Queensland Ombudsman and an internal auditor recommended further changes to improve the handling of complaints across the department.
Ms Dunning said the department’s complaints management policy and procedure had been revised following the reviews.
“We have released a revised complaints management policy, procedure and internal guidelines along with refresher training provided to all staff managing complaints,” she said.
“We take all complaints seriously and endeavour to address them in a transparent, fair and meaningful way.
“While our aim is to resolve all concerns at a local or regional level, it’s imperative that we have a fair and robust complaints management framework to ensure that complaintsare managed in a proper and timely way.
“Complaints to the department help us to improve our customer service and provide opportunities for continuous improvement.”
More information about the complaints management system is available at
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