Compliments and feedback help the Family Responsibilities Commission (FRC) know what it is doing well and to continually improve processes and service delivery.
If you’d like to give us a compliment, or provide feedback you can do this:
Please note we may not respond to compliments and feedback unless you have asked us to, and provided us with your contact details for us to do so.
The FRC is committed to a positive complaints management system and process to manage complaints fairly, confidentially, effectively and efficiently.
Complaints may be made verbally, or in writing. If you wish you can use our Complaints Form to make a written complaint.
Complaints may also be made anonymously although this may impact on our ability to investigate and respond to your complaint.
You can complain about topics such as:
The FRC may however refuse to investigate a complaint if it is seen to be abusive, trivial, unreasonable or misleading.
The FRC is also unable to accept complaints about other matters for example:
You are able to make a complaint in relation to the FRC:
You can also make a complaint by downloading and completing our Complaint Form and submitting this to us via the email, postal or in person details above.
Complaints under the Human Rights Act 2019 (Qld) (Human Rights Act) can only be made about alleged breaches which occurred after 1 January 2020.
The Human Rights Act requires public entities (including the FRC) to be compatible with human rights, as well as give proper consideration to human rights when making decisions. There are 23 human rights set out in the Human Rights Act. Find out more about these rights and the Human Rights Act.
If you believe our actions have breached your human rights, you can raise a client complaint through our standard complaints process. We will assess all client complaints we receive for breaches of human rights, whether you have identified a human rights concern or not.
What happens when you submit your complaint to us
We collect your personal information to process your complaint. Your personal information will be forwarded to the appropriate FRC business unit and officer to process your complaint.
If you are making a complaint about one of our staff members, your personal information will be provided to them where that is required to ensure your complaint is appropriately dealt with. Any use of your personal information will be limited to that necessary to investigate and respond to the issues raised in your complaint. Read our Privacy Policy for more information about your privacy.
At any stage, it may be appropriate for a complaint to be escalated to another FRC officer (or downgraded), for example in response to investigation findings or after the receipt of further information regarding the complainant.
The exact period of time will be confirmed once your complaint is lodged and you will receive progress reports until the investigation is complete.
General timeframes are as follows:
How we define and manage instances of unreasonable or vexatious conduct
We are focused on reaching an outcome for you as quickly as possible. To help us, we ask you to be respectful and provide all the information we need to make a decision.
Further information about our complaint process (including how we manage unreasonable and vexatious conduct) can be found in our Complaints Management Policy.
However some complaints are out of scope of our Complaints Management Policy and a different complaints process will need to be followed.
If you’re dissatisfied with the outcome of your complaint, you can apply for a review of the decision. You can do this by applying to us in writing for an internal review of the decision. If you wish you can use our Internal Review Form to make your complaint.
If you are still not satisfied, you can contact the Queensland Ombudsman:
They will assess your complaint and advise if they can conduct an external review.
If you’re not satisfied with the outcome of a human rights complaint, you can contact the Queensland Human Rights Commission:
Reasonable assistance is provided to anyone wishing to make a complaint.
The National Relay Service (NRS) is available for complainants who are deaf, hard of hearing, or have a speech difficulty. To contact us using the NRS:
For more NRS call option contact us through your preferred NRS call channel and provide the NRS with our phone number 07 4081 8400.
In accordance with s 264(3) of the Public Sector Act 2022, the FRC is required to publish the following information for the previous financial year:
