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Department of Communities, Child Safety and Disability ServicesChild Safety Services

  • Introduction
    • Department of Child Safety, Youth and Women
    • Relevant legislation
    • Other key documents
    • Child safety service centres: staff roles and responsibilities
    • Framework for the participation of children and young people in decision-making
    • Respecting diversity
    • Delegations
    • Accountability for children in Queensland
    • Resources
  • Framework for practice and maps
    • Practice maps
  • Chapters
    • 1. Intake
    • 2. Investigation and assessment
    • 3. Ongoing intervention
    • 4. Case planning
    • 5. Children in care
    • 6. Intervention with parental agreement
    • 7. Support service cases
    • 8. Regulation of care
    • 9. Standards of care
    • 10. General
  • Practice papers
  • Resources
    • Forms and templates
    • Departmental Resources
    • External
  • Structured Decision Making
    • What is Structured Decision Making?
    • Background to implementation
    • How do SDM assessments fit with professional judgement?
    • SDM assessments
    • Case reading
    • SDM resources
  • Quicklinks
    • Acronyms
    • Glossary of terms
    • How to use the Child Safety Practice Manual
    • Previous versions
    • Printable version
    • Updates

10.17 Complaints management

  • Key steps
    • 1. Intake
    • 2. Complaint management process
    • 3. Alternative response
    • 4. Investigation
    • 5. Internal review
    • 6. Privacy complaints
    • 7. Public Interest Disclosure
    • 8. Conduct and Performance Excellence
  • Resources
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Key steps

1. Intake

2. Complaint Management process

2.1 Point of service delivery response
2.2 Regional response
2.3 Complaints Unit response

3. Alternative response

4. Investigation

5. Internal review

6. Privacy complaints

7. Public Interest Disclorure

8. Conduct and Performance Excellence (CaPE)

 

 

 

 

 

 

 

 

 

Last reviewed
17 April 2018
Last modified
11 September 2016
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