Check legal obligations when handling a customer complaint

The Public Sector Act 2022 requires public sector entities to establish and implement a complaints management system for dealing with customer complaints.

Some types of complaints raise legislative obligations that require different or additional actions.

If you’re handling a customer complaint, answer the questions below to identify if there is relevant legislation, policies or procedures that you need to consider.

Before you begin

You must:

• know the details and concerns raised by the complaint
• understand your organisation’s customer complaints management policy
• read the Queensland public service customer complaint management framework and guideline.