Complaints Management

The Complaints Management System (CMS) is a complaints process for corrective services facilities throughout Queensland.

Launched on 20 February 2007, the CMS was developed by Queensland Corrective Services' (QCS) Ethical Standards Branch in collaboration with the Queensland Ombudsman's Office. It is based on the Ombudsman's Development of Effective Complaints Management Policy and the National Standard on Complaints Handling. The Ethical Standards Branch is responsible for the ongoing management and coordination of the CMS.

This website is designed to help you understand the CMS, how the system works, how complaints can be made, privacy issues, and what you can do to help QCS address your complaint quickly and efficiently.

Complainants should be reminded to try talking about their complaint before lodging it in writing. Open lines of communication can often solve an issue in the first instance. Should you decide to lodge a written complaint, QCS is committed to a process that is responsive, fair and transparent. Providing QCS with succinct, relevant information can not only help resolve issues on an individual basis, but provide broader scope for improving corrective services on a statewide basis.

Message from the Ombudsman

"We are pleased to note the considerable progress Queensland Corrective Services has made in improving its system for dealing with complaints from prisoners and members of the community.

"While some of the components of the system were already in place, the new procedure provides Queensland Corrective Services with mechanisms for managing its complaints more effectively.

"I am aware Queensland Corrective Services has dedicated a lot of time and resources to preparing the procedure and my officers have welcomed the opportunity to work closely with Queensland Corrective Services by providing guidance based on our extensive experience in dealing with complaints.

"We look forward to providing further assistance to Queensland Corrective Services in the implementation phase."

David J Bevan
Queensland Ombudsman
May 2006

Last Updated: 20 February 2007