QPS Feedback

Use this form if you believe that you have received good service and wish to compliment or commend an officer and/or staff member or provide feedback on a service provided by the QPS.

• You can provide a compliment for up to five (5) QPS members for a single interaction, even if you do not know all their details.
• A QPS service includes web forms, internet services, correspondence, telephone calls, general client service and services provided in person at a QPS establishment such as Police Stations.

Alternatively, compliments can be submitted by:

• Telephoning Policelink on 131 444
• At your local police station in person, in writing or by phone

Use this form to make a complaint about a service where you experienced issues or would like to provide comment for improvement.

• A QPS service includes web forms, internet services, correspondence, telephone calls, general client service and services provided in person at a QPS establishment such as Police Stations.

Alternatively, complaints can be submitted by:

• Telephoning Policelink on 131 444
• At your local police station in person, in writing or by phone

Use this form to make a complaint about a QPS Member.

• You can provide a complaint for up to five (5) QPS members for a single incident, even if you do not know all their details.

Alternatively, complaints may be submitted by:

• Telephoning Policelink on 131 444
• At your local police station in person or by phone
• By postal mail:
  Queensland Police Service
  Attention: State Coordinator, Complaint Management
  GPO Box 1440
  Brisbane QLD 4001

Important things to consider before making a complaint about a QPS Member

Before lodging a complaint please consider the nature of your complaint and who may best handle it for you. It is also important to consider that while the actions of the QPS member/s may not have met your expectations, they may actually be lawful and reasonable in the circumstances, for example, having your car stopped for a roadside breath test and being required to produce identification to provide evidence of identity.

While complaints of any nature can be made, there may be circumstances where a complaint can be best handled locally or directly to a relevant area. For example, in relation to:

• Property – If your complaint relates to property that was seized, it may be best to contact the officer who seized the item and/or the station where the property is located.
• Traffic – If you have a complaint/issue surrounding the issuing of a traffic camera infringement notice, you can contact the Traffic Camera Office on 1300 360 610 or refer to the back of your infringement notice for other traffic related infringement matters.

What the Queensland Police Service asks of you

To effectively manage complaints about its employees we need your cooperation through:

• Providing information that is as specific and complete as possible
• Maintaining confidentiality
• Providing true and accurate information, and
• Having realistic expectations

What information should I provide?

When making a complaint you should provide as much detail as possible to assist us to respond appropriately to your complaint. The information you should try to include is:

• What happened
• When it happened
• Where it happened
• Who said what to whom
• Your name and contact details
• Whether anyone saw what happened, other than yourself and the police (please provide their details)
• Details of any documents, records (video footage or photographs) that may assist in the resolution of your complaint)
• The names (if known) of the police or employees involved
• What outcome you are seeking, and
• Any other information you consider relevant.

What to expect from Queensland Police

Once you have lodged a complaint you can expect us to:

• Protect your confidentiality
• Manage your complaint objectively
• Advise you of the receipt of your complaint and how we intend to manage it
• Keep you advised of the progress of our management of your complaint at key stages in the complaint management process
• Consult with you on the action we intend to take as a result of your complaint, if practicable
• Advise you of the action taken as a result of the complaint, and
• Obtain advice from you on whether you are satisfied with the action taken in response to your complaint.

How will my complaint be handled?

The process applied to the complaint will depend on the nature of the alleged conduct and issues involved. We will seek to resolve / address your complaint in the following manner:

• Through assessment, explanation or direct response (law, policy and procedure)
• By local resolution / conciliation through our local complaint resolution process, or
• By formal investigation for matters assessed as being of a more serious nature.

An assigned officer will be in contact with you, provide updates and written advice of the outcome (where contact details are provided).

False complaints

Knowingly making a false complaint or knowingly giving false or misleading information which calls for an investigation by the police is an offence under the Police Service Administration Act 1990. Please consider the information that you are providing is true or you may be liable to prosecution.

Interpreter assistance

Contact the National Translator and Interpreter Service on 131 450.

What if you are not satisfied with the outcome of your complaint?

The outcomes of complaints are reviewed by the QPS and subject to external audit and/or review by the Crime and Corruption Commission (CCC) which has a legislated role in regard to over-viewing serious matters relating to police misconduct.

If however you are not satisfied with the manner in which your complaint was handled, we encourage you to resolve your concerns with us. Alternatively, you can raise your concerns with the CCC, who may take further action or refer the matter back to police for consideration of further investigation.

The Queensland Ombudsman cannot review complaints about police operational matters, but they do play a role in independently reviewing the administrative actions of state government agencies, local government and some universities. If your complaint is about an administrative action or decision, you can contact the Queensland Ombudsman.

If your complaint is one in which you believe your Human Rights have been unreasonably limited and you are not satisfied with the outcome of your complaint, you are encouraged to raise your concerns with us so we may work with you to resolve them. Alternatively, you may choose to contact the Queensland Human Rights Commission (QHRC) who act as an independent statutory body. Complaints about public entities other than the QPS should be referred directly to the respective agency or the QHRC.

Contacts:

Crime and Corruption Commission
Level 2, North Tower Green Square, 515 St Pauls Terrace, Fortitude Valley
Phone: (07) 3360 6060 or Free Call: 1800 061 611.

Queensland Ombudsman
18/53 Albert Street, Brisbane
Phone: (07) 3005 7000 or Free Call: 1800 068 908.

Queensland Human Rights Commission
Level 20, 53 Albert Street, Brisbane
Free Call: 1300 130 670

Please visit the Queensland Government contacts page.