This guide sets out what the Queensland Ombudsman’s pages say about complaining about a Queensland government service: when to go to the agency first, what the Ombudsman says it may do, and how to contact it. It does not say whether any specific complaint would be investigated, and it is general information only.
What the Ombudsman handles
At 11 November 2026, the How to complain page on the Queensland Ombudsman site (last updated 14 August 2026) says that the Ombudsman handles complaints about Queensland state government departments, local councils and public authorities. At 11 November 2026, the How to complain page on the Queensland Ombudsman site (last updated 14 August 2026) says that the Ombudsman can be contacted through an online form to make a complaint about a Queensland agency. At 11 November 2026, the How to complain page on the Queensland Ombudsman site (last updated 14 August 2026) says that the page has a section headed ‘What we can investigate and information about other organisations that may be able to help’.
Go to the agency first
At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that before contacting the Ombudsman, the complainant should make the complaint to the agency involved and give it a chance to fix the problem. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that in most cases the Ombudsman may decide not to investigate until the complainant has received a final response from the agency through its complaints management system. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that if you can, write to the agency rather than making a complaint over the telephone, because this means there is a written record of your complaint. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that the complaint should say what happened, when it happened, why it is unfair or wrong, and what the agency should do to fix it. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that the complainant should keep a copy of letters sent to the agency and records of all contact. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that if you have made a written complaint and have not heard anything within a month, you should phone the agency or follow up with a letter or email. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that information about how the agency deals with complaints should be on its website, or the complainant can phone and ask for a copy. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that once the agency has made a decision, the complainant should receive a letter with the outcome and the reasons for the decision. At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that a complaint about a non-government entity that delivered services for an agency should go to the entity first.
Reviewing the Ombudsman’s own decision
At 11 November 2026, the Unhappy with us page on the Queensland Ombudsman site (last updated 5 August 2026) says that if the complainant is unhappy with the Ombudsman decision about the assessment or investigation of a complaint, they can ask the Ombudsman to review the case. At 11 November 2026, the Unhappy with us page on the Queensland Ombudsman site (last updated 5 August 2026) says that a review is expected to take around 5 months because the internal review team is handling a high volume of cases.
Contacting the Ombudsman
At 11 November 2026, the Contact us page on the Queensland Ombudsman site (last updated 21 August 2026) says that the contact page prints an office telephone number for the Ombudsman outside Brisbane.
For state services that people often deal with, see Queensland Vehicle Registration: Concessions, Payment Options and Renewals.
Frequently asked questions
Do I have to go to the agency before the Ombudsman?
At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says the complainant should make the complaint to the agency first and give it a chance to fix the problem.
Will the Ombudsman investigate straight away?
At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says in most cases the Ombudsman may decide not to investigate until the complainant has received a final response from the agency.
Should I write or phone?
At 11 November 2026, the Complaining to the agency involved page on the Queensland Ombudsman site (last updated 17 November 2025) says that if you can, writing to the agency is preferable to telephoning, because this leaves a written record of your complaint and the information you provided.
Can the Ombudsman review its own decision?
At 11 November 2026, the Unhappy with us page on the Queensland Ombudsman site (last updated 5 August 2026) says that if you are unhappy with the decision about the assessment or investigation of your complaint, you can ask the Ombudsman to review your case.
