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Appreciations and Complaints

How can I thank a staff member?

The Queensland Ambulance Service (QAS) welcomes messages of appreciation, and will ensure that these messages are conveyed to employees. You can send a message of thanks to a staff member online or by writing to:

QAS Appreciations
Cluster 9.1
GPO Box 1425
Brisbane Qld 4001

Complaints

The QAS encourages feedback and acknowledges the rights of the public and our employees to express their dissatisfaction with a decision made or a service provided by the organisation and that will assist in improving our business.

Anyone can make a complaint. In some circumstances, your relative, carer or friend may raise concerns or make a complaint on your behalf, or you may wish to make an anonymous complaint.

If you have a complaint or other feedback, there are some steps that can help us to help you:

  • Act quickly – talk to someone as soon as possible, as the longer you wait the less clear the facts become and the harder it can be to find a solution;
  • Go local - contact your Local Ambulance Service Network (LASN). Talking to the Officer-in-Charge or service provider can often result in resolving any concerns quickly and easily; and
  • Make it clear – describe the issue in detail including all information that may be relevant to the concern. This might include dates, times and what action has been taken so far. You may also want to include what outcome you are seeking and the action you would like the organisation to take.

How can I make a complaint?

You can make a complaint, or provide feedback to us by:

  • Writing to:
    QAS Complaints
    Cluster 9.1
    GPO Box 1425
    Brisbane Qld 4001
  • Speaking to staff at your LASN

How long will it take?

The QAS will acknowledge your complaint in person, by phone, letter, fax or email no later than five calendar days from the receipt of the complaint and aim to respond to you within 30 days. If a more detailed investigation is required for complex issues, the QAS will keep you informed of the progress.

Once investigations are complete, the QAS will inform you of the outcome of the complaint.

Unresolved complaints

If you lodged a complaint with our services or LASN and it was not resolved to your satisfaction, you can request an internal review by writing to:

QAS Complaints – Internal Review
Cluster 9.1
GPO Box 1425
Brisbane Qld 4001

An independent review will determine whether the decision made through local action was fair and reasonable in the circumstances.

If following an internal review you remain unsatisfied, you may seek an external review.  A request for an external review can be made through the Queensland Ombudsman, which is an independent organisation that investigates complaints about the actions and decision of Queensland’s state and local government agencies.

Office of the Health Ombudsman

The Office of the Health Ombudsman is Queensland’s health service complaints agency. They are an independent statutory body and the one place all Queenslanders should go if they have a complaint about a health service provider or a health service provided to them, a family member or someone in their care.

Complaint resources

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Last updated 26 June 2017