Complaint Management Policy

Queensland Treasury Corporation (QTC) is committed to ensuring the efficient and fair resolution of complaints.

As the Queensland Government’s central financing authority, QTC plays a pivotal role in securing the State’s financial success. With a focus on whole-of-State outcomes, QTC provides a range of financial services to the State and its public sector entities, including local governments. These services include debt funding and management, surplus cash management facilities, financial risk management advisory services and specialist public finance education.

This Complaint Management Policy assists QTC in fulfilling that vision by assisting it to:

• deal with complaints in a professional, efficient and fair manner
• properly manage its relationship with clients and external parties, and
• as a learning organisation, develop and continuously improve its services.

A complaint is any expression of dissatisfaction with a product or service or action offered or provided by QTC or the conduct of QTC, which may for instance involve an alleged error, fault or omission on the part of QTC.

QTC’s externally available policies are available on its website, and hard copies are available upon request.

QTC recognises and acknowledges that the principles of fairness must be followed in all aspects of complaint handling.

The Human Rights Act 2019 requires QTC to consider human rights when performing functions of a public nature and only limit human rights after careful consideration. If you believe QTC has breached your human rights, you can make a complaint to us. QTC is committed to responding to you promptly as prescribed by the Human Rights Act.

QTC records all complaints received by it and at appropriate intervals evaluates the information contained in that record to determine the causes of complaints and whether remedial action is warranted.

Information relating to complaints is accessible only by staff members who are required to use the information.

When QTC receives a complaint from you that is not immediately resolved or actioned, QTC will appoint a person to investigate your complaint and will endeavour to respond within seven business days. We will keep you informed on the progress of your complaint and will let you know when we expect to get back to you. After we have assessed your complaint, we will advise you of the action we plan to take. QTC will assess all complaints.

QTC will provide you with the outcome of the assessment of your complaint.