Complaints

We are committed to providing excellent customer service. If you believe we have made a mistake, or our service doesn't meet your expectations, we want to know.

We take customer complaints seriously and have a clear and consistent process to ensure they are resolved quickly and fairly. We encourage customers to raise their concerns directly with the person they are dealing with (or their direct manager). However, if you are not happy with the immediate response, you can:

• make a complaint online using our online form
• write to the Complaints Advisor at GPO Box 2459, Brisbane QLD 4001
• fax us on 1300 651 387, Attention: Complaints Advisor
• email us at complaints@workcoverqld.com.au

Your complaint will be handled by the person who has the authority to deal with it—usually the manager of the business area you are dealing with. If this person is not able to resolve your complaint to your satisfaction, the matter will be escalated to an appropriate member of our management team.

All written complaints are centrally coordinated according to our complaints policy to ensure they are properly investigated and responded to within agreed timeframes.

We will always identify whether you have an external review option and will refer those issues directly to Q-COMP.

If you disagree with the final outcome of your complaint you can contact the Queensland Ombudsman by visiting their web site at www.ombudsman.qld.gov.au or phoning them on 1800 068 908.