Complain about a government official, councillor or police officer
Who to complain to
Who you should complain to depends on the area of government you wish to complain about—state government, the Australian federal government, local government or the police—and the seriousness of your complaint.
Complaints about the service you have received or the behaviour of a government officer—e.g. you are unhappy with how your query was handled or you believe a government official has been rude to you—should be directed to the department or area or government you were dealing with. For example, if you are unhappy with how your disability support query has been handled, you can complain directly to Department of Communities, Child Safety and Disability Services or you can make a complaint to the Queensland Government.
When the matter is more serious (e.g. you believe a government official has acted in an unlawful or improper way) you can complain to the appropriate independent authority that regulates that area of government. In Queensland you should report serious complaints about misconduct in state government, local government or the police to the Crime and Misconduct Commission.
Tips for making complaints to government
- Always think about the true nature of your complaint and consider whether it is reasonable and realistic. For example if you are complaining about a civil servant, is it the conduct of the officer or the answer they have given you that you are unhappy with?
- Even if you feel angry or frustrated, be calm and polite. By focusing on the issue you can get your point across better and address your complaint.
- If your complaint is complex, it is often more effective to write to the agency rather than registering your complaint by phone or online, especially if you need to provide copies of documents as evidence.
- Ensure that your complaint includes:
- what happened when and where
- who said what to whom
- whether anyone can support your complaint (provide witnesses’ contact details if you can)
- whether you have any evidence that supports your complaint.
- Stick to the main facts and provide only as much detail as is needed to understand and resolve the problem.
- If you make your complaint by phone or in person ask for the name of the person you speak with and their position. Keep a record of the date and time of your call and details of your conversation.
- Tell the agency how you want the issue resolved. Do you want an apology, a different decision or a change in the way things are done in the future?
- Think about what constructive action you believe the agency should take to resolve the problem.
Making a complaint to the Queensland Government
The state government aims to provide quality services to Queenslanders. We welcome feedback on the performance of our staff and the support they give you; your feedback helps us improve the services we provide.
All Queensland Government departments have a Complaints Management System (a CMS) which is a process to handle complaints. This means you can complain directly to the department concerned. You can find the details on the department’s website.
You can also go to our ‘Making a complaint’ page for more information on making a complaint to the Queensland Government and to make your complaint online.
If you are unhappy with the response to your complaint
You can take your complaint to the Queensland Ombudsman if you are unhappy with the response to your complaint about the Queensland Government.
The Queensland Ombudsman independently reviews the actions of state government agencies, local government and some universities.
The Crime and Misconduct Commission
The Crime and Misconduct Commission (CMC) is an independent agency which investigates public sector misconduct in Queensland.
The CMC deals with complaints about misconduct in:
- state government departments
- the Queensland Police Service
- statutory authorities and government-owned corporations
- universities
- local governments
- courts and prisons.
What is official misconduct?
Official misconduct is conduct is when in the course of their work, an officer:
- is not honest or impartial
- breaches the trust placed in the person as a public officer
- misuses official information or material
- commits a criminal offence
- breaches codes of conduct justifying dismissal.
Making a complaint directly to the CMC
While anyone may make a complaint to the CMC, you should first consider whether it could be handled by the relevant agency concerned, including the Queensland Police Service.
When making a complaint to the CMC, you should provide as much information and documentation as possible so the CMC can fully investigate your complaint.
You can also make a complaint directly to the CMC by telephone, fax, email or by post using the CMC complaints form. You can also make an appointment and make your complaint in person at the CMC’s Brisbane office.
Find the CMC’s contact details.
More about the Crime and Misconduct Commission.
Making a complaint to the Australian Government
As with state government, if you think you have been unfairly treated by the Australian Government and wish to complain, you should first direct your complaint to the department or agency you want to complain about.
If you are not happy with the response you can then take your complaint to the Commonwealth Ombudsman. It can investigate whether actions and decisions are wrong, unjust, unlawful, discriminatory or unfair.
This includes complaints about:
- child support payments
- immigration decisions
- pensions and benefits
- postal services
- taxation decisions.
Usually the Commonwealth Ombudsman will not—and in some cases cannot—investigate complaints until they have been raised with the department or agency first.
Make a complaint to the Commonwealth Ombudsman
Making a complaint about local government
All councils are accountable to the local community they serve and, like state government departments, must have an efficient process for dealing with complaints.
If you want to complain about a council decision or a serviced they provide, you should contact your council's customer service area, call centre or inquiry counter. They should be able to deal with your complaint.
Making a complaint to Brisbane City Council.
Making a complaint to Gold Coast City Council.
Making a complaint to Townsville City Council.
Make an online complaint to Cairns Regional Council.
Making a complaint to Toowoomba Regional Council.
Find the contact details for your local council.
If this does not resolve the matter to your satisfaction, you should write to the council and make an official complaint. The council is required under legislation to respond to complaints in a fair and effective manner.
More about making a complaint to your local council.
If you are unhappy with the response to your complaint
You can take your complaint to the Queensland Ombudsman if you are unhappy with the council’s response.
Making a complaint about the Queensland police
You may make a complaint to either the Queensland Police Service (QPS) or the Crime and Misconduct Commission (CMC) if you are unhappy with the conduct of a police officer.
The QPS deals with customer service issues and breaches of discipline, e.g. if you are unhappy with how the police responded to your call or you believe an officer has been rude to you.
When the matter is more serious (e.g. you believe a police officer’s conduct is unlawful or improper) you can complain to either the QPS or directly to the CMC. The CMC has extensive powers to investigate the most serious cases of misconduct by Queensland’s police officers.
Before making a complaint
Before making a complaint you should be sure you have a valid grievance. Consider whether it is the conduct of the officer, or the law they have enforced that you are unhappy with. Remember it is a police officer’s job to enforce the law, whether you agree with the law or not.
Don’t make false complaints
False complaints are treated very seriously; they waste public resources and may unfairly damage the reputation of the officer or officers concerned. You may be prosecuted f you make a complaint about a police officer, knowing it’s not true.
Making a complaint
If you have a valid complaint, you should provide as much detail as possible about the matter. Your complaint should include:
- what happened when and where
- who said what to whom
- whether anyone saw what happened, other than yourself and the police (provide witnesses’ contact details if you can)
- whether you have proof of any damage, injury (such as a doctor's report) or any other evidence that supports your complaint (e.g. photographs)
- whether you have reported the matter to any other agency.
You should also say what you expect to result from your complaint. For example are you:
- seeking an apology
- expecting changes in police procedures to prevent a similar problem happening
- expecting disciplinary action to be taken against the officer concerned?
You should also provide your contact details so the QPS or CMC can ask any follow-up questions or tell you how your complaint was dealt with.
Do I have to give my name?
You don’t have to give your name; however, anonymous complaints without supporting evidence are more difficult to investigate. If you do not want to provide your name, provide an alias and a contact point so your claim can be fully investigated.
You should not be afraid to provide your name. The QPS and CMC will investigate your complaint impartially.
Where to register your complaint
The best way to make a complaint is in person at your local police station. Expert officers will collect all the details needed to investigate your complaint.
You can also make your complaint in writing. Either mail your complaint—including the details outlined above—to:
State Coordinator ESC
Qld Police Headquarters
200 Roma Street
BRISBANE QLD 4000
You can also email your complaint to: State Coordinator ESC escstatecorodinator@police.qld.gov.au.
Or you can make your complaint directly to the CMC using their complaint form.
What happens after I have made my complaint?
Complaints about police officers are taken very seriously. Your complaint will be thoroughly investigated and a decision will be made about the best way to resolve the matter.
As long as you provide your contact details with the complaint you will be told in writing how the matter was handled and the outcome.
