If an individual believes that the Department of Infrastructure and Planning or a member of its staff has not dealt with the person’s personal information in accordance with IPPs, a complaint may be made to the Department. The complaint must be in writing and set out what occurred and what the person considers is the breach of the IPPs. The complaint should be made as soon as possible after the incident and in any case within six months from the date when the breach was suspected to have occurred, and should include as much detail as possible about the incident.

The Privacy Contact Officer can provide more information about complaint handling procedures. The Privacy Contact Officer’s telephone number is (07) 3225 8463.

Complaints must be forwarded to:

Privacy Contact Officer
Department of Infrastructure and Planning
PO Box 15009
CITY EAST QLD 4002

Complaints will be acknowledged in writing within 14 days. The Department of Infrastructure and Planning will process each complaint within 60 days from receipt and will advise the complainant of the Department’s complaint investigation outcome, including any remedies that are considered appropriate to resolve the complaint.

If an applicant does not agree with this outcome, the applicant may apply in writing to the Privacy Contact Officer for review of the initial decision and outcome. Applications for review should be made in writing within 28 days of the complainant receiving the initial complaint decision.

A person who has not previously been involved in the matter will conduct the review. The review will be completed within 45 days of receipt of the application and the complainant notified in writing of the outcome.