- The Crisafulli Government has delivered the final recommendation of Coaldrake's Let The Sunshine In report, a complaints clearing house, three years after it was first recommended and not delivered by the former Government.
- The Complaints Clearing House will be properly resourced with 5 full-time permanent staff, delivering a whole-of-government complaints response framework to boost customer service for Queenslanders.
- Complaints Clearing House will oversee a 30-day timeframe for interim or final response to complaints to boost government accountability on complaints.
The Crisafulli Government is delivering on its commitment to boost transparency and customer service for Queenslanders, with a permanent Complaints Clearing House and management office, established in the 2025-26 Budget.
The Complaints Clearing House delivers on a key Government election commitment to deliver the final recommendation of Professor Peter Coaldrake's Let the Sunshine In report, nearly three years to the day after it was first handed to the former Labor Government.
Under a $2.3 million 2025-26 Budget provision, a new permanent management office has been established and complaints framework implemented, under a properly resourced Complaints Clearing House.
A team of five full-time staff will manage the Complaints Clearing House, with a one stop shop to lodge complaints with Queensland government agencies and departments and triaging complaints to departments.
The Complaints Clearing House team will provide support and oversight to Departments to investigate and respond to complaints, working across all areas of government to implement consistent complaint management processes.
Under the new management model, departments will be held accountable to standardised timeframes for response, including acknowledging complaints within three days and providing an interim or final response to complaints within 30 days.
The Complaints Clearing House will sit within the Department of Customer Services, Open Data and Small and Family Business and is the next step in the Crisafulli Government's commitment to deliver a customer service focused government.
Five staff, not previously funded beyond this year's Budget by the former Government, will oversee the transition in the Public Service Commission. Another 10 involved in setting up the original framework have returned to other roles.
It follows the move of customer service functions of Transport and Main Roads to the Department of Customer Services, Open Data and Small and Family Business, in a wider plan to improve access to government information and services.
The Complaints Clearing House helps deliver on the original intent of Professor Coaldrake's recommendation to reduce the onus on complainants to navigate through complex government systems to lodge and follow a complaint.
The former Labor Government failed to deliver on this key recommendation, despite the integrity review recommending a complaints clearing house as a way to restore integrity following Labor's integrity inferno.
The delivery of the Complaints Clearing House continues the Crisafulli Government's commitment to build a world-class public service empowered to implement the programs, services and infrastructure needed for Queensland's future.
Minister for Customer Services and Open Data Steve Minnikin said delivery of the Complaints Clearing House was another step toward building a customer-centric government that works for Queenslanders.
"Delivering the Complaints Clearing House is not only about transparency and accountability, it is delivering better customer service for all Queenslanders," Minister Minnikin said.
"It should be easy for Queenslanders to access government information and there should be no barriers to Queenslanders lodging concerns or complaints with the service they receive from government departments.
"This will mean better services that put Queenslanders first while ensuring the integrity of the public service.
"Since taking office we have appointed a Minister for Integrity, created an independent Public Sector Commissioner, appointed a Minister for Customer Services and established a department dedicated to improving how Queenslanders interact with Government."
Complaints can be made with the Queensland Government at: https://www.qld.gov.au/contact-us
