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Customer complaints

QRIDA is committed to ensuring that all complaints received are taken seriously and handled efficiently and fairly. If your complaint is with regards to the decision of your application with us, please refer to the Review of Decisions process.

Making your complaint

We will accept your complaint either verbally or in writing. Please lodge your written complaint to:

AddressComplaints Officer
Queensland Rural and Industry Development Authority
GPO Box 211
Telephone1800 623 946
Fax(07) 3032 0300
In person

Queensland Rural and Industry Development Authority Head Office
Level 26, 32 Turbot Street

How we will resolve complaints

Our organisation and staff operate under the QRIDA Complaints Management Policy and corresponding Procedure. As a result, we will provide the following services:

  • acknowledge your complaint within two business days
  • provide an update on the progress of your complaint within five business days
  • assess your complaint and where complaints are outside the scope of QRIDA business or it relates to another agency, we will assist you with identifying the appropriate party
  • take all reasonable steps to ensure that your complaint is properly understood
  • ensure that your complaint will be handled in a confidential manner in line with the Information Privacy Act 2009.

The Human Rights complaints process.

From the 1 January 2020, individuals who believe they are the subject of QRIDA’s alleged failure to act or make a decision in a way that is compatible with human rights may make a complaint to QRIDA.

If the complaint cannot or has not been resolved with QRIDA within 45 days, a person may make a human rights complaint to the QHRC. The QHRC may try to resolve the complaint, through either discussing the complaint with the complainant and QRIDA or, if appropriate, through conciliation. The aim is to seek meaningful resolution of the human rights complaint in a way that is relatively informal.

If you would like a copy of the Complaints Management Framework, please contact us on Freecall 1800 623 946.

We will aim to resolve your complaint as soon as possible however depending upon the nature of the complaint this may vary. You will be provided with updates during the investigation of your complaint.

Do you need access to a translating and interpreting service?

To assist with your enquiry, please view the translating and interpreting services available to assist you.

Complaints for 2018-19

QRIDA received no complaints regarding its services during 2018-19.

Last updated
11 June 2020