The Department of Infrastructure and Planning places a high value on feedback from you – our clients, customers and staff. We are committed to ensuring that complaints received against our actions, decisions, or the conduct of our officers, are dealt with in a responsive, confidential, fair, and economical manner.

Our department:

• encourages feedback about how we carry out our business
• takes a client-focused approach to how we deal with complaints about our services
• accepts complaints about our services verbally or in writing
• uses information from complaints about our services to improve our business processes.

Our complaints management process offers various channels to lodge a complaint. Where possible, we will endeavour to resolve complaints informally at the frontline of interaction.  

Address written complaints to:  Complaints, Department of Infrastructure and Planning
Postal address: PO Box 15009 City East, Queensland 4002
Email: complaints@dip.qld.gov.au

The complaints form ( 357 KB) will assist you to provide us with enough information to address your complaint. Please complete the form, or use it as a guide for writing to us. If you contact an officer by phone, they will seek similar information.

See our complaints management policy ( 178 KB) for more details.