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Feedback & Complaints
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Feedback & Complaints
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QRIDA is committed to impartial, efficient, and fair complaint handling that respects human rights, and improves our services.
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Process for submitting feedback and complaints
Please use the form on this page if you wish to submit your feedback, complaint or compliment about your experience.
If your complaint is with regards to the decision of your application with QRIDA, please refer to the reviewing a decision process.
Before you submit feedback or a complaint using the form, please read the Frequently Asked Questions (FAQs) below for guidance on what to include in your submission and how feedback and complaints will be handled.
Submissions via this form will be managed according to QRIDA's Complaints Management Policy and Procedure (PDF, 437KB).
Frequently asked questions
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Yes. You can submit feedback or a complaint to QRIDA anonymously, but this limits our ability to follow up with you or keep you informed about the outcome. If your complaint requires further review or a formal response, we recommend providing your contact details so we can engage with you directly.
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Please include:
- your name and preferred contact details (unless submitting anonymously)
- your QRIDA client number, if you have one
- relevant dates and the names of any QRIDA staff involved
- a clear description of what happened and how it has affected you
- any supporting documents (e.g. correspondence, photos, records)
Providing as much detail as possible helps QRIDA investigate and respond effectively.
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QRIDA will acknowledge your complaint within 2 business days of receipt, and provide a progress update within 5 business days. Your complaint will be logged and handled in accordance with the Information Privacy Act 2009 (Qld) and QRIDA's Complaints Management Policy and Procedure. You will receive a written formal response outlining the outcome within a reasonable timeframe.
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QRIDA aims to resolve complaints within the following timeframes:
- Standard complaints: 30 business days
- Complex complaints: up to 70 business days
- Privacy and human rights complaints: 45 business days
If a complaint cannot be resolved within the expected timeframe, QRIDA will keep you informed of progress and any expected delays.
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If you are not satisfied with the outcome of your complaint, you can request an internal review by QRIDA. If you remain dissatisfied, you may escalate to the Office of the Queensland Ombudsman or the Queensland Human Rights Commission (for human rights complaints).
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A human rights complaint relates to conduct you believe has limited or restricted your human rights as protected under the Human Rights Act 2019 (Qld). QRIDA has 45 days to respond to a human rights complaint before it can be escalated to the Queensland Human Rights Commission (QHRC).
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If you need assistance with language or hearing, the following services are available:
- Translating and Interpreting Service (TIS National): 1800 512 451
- 13 QGOV: 13 74 68 (Queensland Government general enquiries)
- National Relay Service: 133 677 (TTY) or 1300 555 727 (Speak & Listen)
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Feedback and Complaints Form
Please use the form below to submit your feedback, complaint, suggestion or compliment.
Form
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Language and hearing assistance
If you need an interpreter please call the Translating and Interpreting Service on 1800 512 451 and have them contact the department on 13 QGOV (13 74 68).
If you are deaf or have a hearing or speech impairment, you may contact the National Relay Service on 133 677 (TTY/Voice) or 1300 555 727 (Speak and Listen - SSR).
Customer complaints
In 2024-25, QRIDA received 32 customer complaints, of which:
- 6 Resulted in further action
- 27 resulted in no further action.
