Connect with QAS
The Queensland Ambulance Service (QAS) acknowledges the rights of everyone to provide compliments, complaints and feedback. The QAS welcomes compliments, complaints and feedback as a means to ensure that organisational performance is enhanced to meet the needs and expectations of the Queensland community through continuous improvement.
Compliments
A compliment is an expression of praise, commendation or admiration. The QAS welcomes compliments and ensures that these messages are conveyed to employees.
How do I submit a compliment?
The QAS accepts compliments verbally and in writing via a range of formats including:
- using our online form
- in person at any of our Regional Offices
- telephone our Regional Offices
- letter to QAS Compliments and Complaints, Cluster 9.1, GPO Box 1425, Brisbane Qld 4001
- email to QAS.Feedback@ambulance.qld.gov.au
Complaints
The QAS is committed to the proactive management and prompt resolution of any complaints, whilst ensuring the rights of all parties involved are upheld. All complaints are managed and resolved as they arise and in a constructive manner that is fair and that adheres to the principles of natural justice and privacy and with consideration to human rights.
If you have a complaint here 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 first- contact your region. Talking to a local contact can often result in resolving any concerns quickly and easily.
- 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.
The QAS will not charge you a fee to make a complaint.
What is a customer complaint?
A customer complaint is an expression of dissatisfaction about the service or action of the QAS or its staff, by a person who is directly affected by the service or action, and includes complaints related to:
- a decision made by an employee of the QAS
- an action by employee of the QAS
- a policy or product of the QAS
- a recommendation made by the QAS
- the service provided by the QAS
- an alleged limitation of your human rights under the Human Rights Act 2019.
The complainant must be directly affected by the matter they are complaining about, or the complainant must be making a representative complaint on behalf of someone who is directly affected. If you are not directly affected, you can provide feedback via our online form. A complaint may remain anonymous; however, this may limit how the QAS can address the complaint.
How do I make a complaint?
The QAS accepts complaints verbally and in writing via a range of formats including:
- By using our online form.
- In person at any of our Regional Offices
- By telephone by calling your Regional Office
- By letter to QAS Compliments and Complaints, Cluster 9.1, GPO Box 1425, Brisbane Qld 4001
- By email to QAS.Feedback@ambulance.qld.gov.au
Customers are also able to make a complaint using:
- The Queensland Government call centre by phoning 13QGOV (13 74 68)
- The Queensland Government online form
- The Queensland Health website
How can I get help to make a complaint?
The QAS will provide customers with all the relevant information about the QAS complaints management framework and how to make a complaint. When making a complaint you can be supported by a friend, and advocate, an interpreter or a community elder.
Accessing interpreter and accessibility services
If you need an interpreter, call the Translating and Interpreting Service on 13 14 50 and have them contact your QAS Regional Office.
If you are deaf or have a hearing or speech impairment contact us through the National Relay Service:
- TTY users phone 13 36 77, then have them contact your QAS Regional Office.
- Speak-and-listen users phone 1300 555 727, then have them contact your QAS Regional Office.
- Internet relay users connect to the National Relay Service and then have them contact your QAS Regional Office.
What happens once I make a complaint?
The QAS tries to resolve customer complaints as quickly as possible at the local level. The QAS will maintain your confidentiality and will handle your personal information in accordance with the Information Privacy Act 2009.
The QAS will acknowledge your complaint within three business days. If your complaint falls outside the scope of the QAS complaints management framework, you will be advised and the QAS may provide you with details of other agencies to refer your complaint.
The QAS aims to assess and finalise your complaint within 30 business days. Some complaints may be complex, and in these cases, additional time may be required but the QAS will advise you of a likely timeframe. Complaints that involve human rights issues will take up to 45 days to resolve. The QAS will keep you updated regarding the progress of your complaint and will advise you once a decision has been made.
What happens if I am dissatisfied with the outcome?
If you are dissatisfied with the outcome of your complaint, you can seek an internal review of the decision. More information about the process for seeking an internal review will be provided to you in the communication of the outcome of your complaint.
If you remain unsatisfied following an internal review, 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. The Office of the Health Ombudsman is Queensland’s health service complaints agency. They are an independent statutory body and reviews and investigates complaints about a health service.
What is expected of me?
The QAS expects all complainants to:
- Cooperate in a respectful manner and understand that the QAS will not tolerate unreasonable conduct including abusive, aggressive or disrespectful behaviour;
- Provide a clear idea of the problem and the desired solution;
- Provide all relevant information when the complaint is made; and
- Understand that some matters cannot be addressed through the complaints management framework.
Feedback
The QAS is committed to providing excellence in ambulance services and your feedback helps us to improve our service. Feedback is opinions, comments and expressions of interest or concern, about the QAS, its products, services or employees.
How do I provide feedback?
The QAS accepts feedback verbally and in writing via a range of formats including:
- By using our online form
- In person at any of our Regional Office
- By telephone by calling your Regional Office
- By letter to QAS Compliments and Complaints, Cluster 9.1, GPO Box 1425, Brisbane Qld 4001
- By email to QAS.Feedback@ambulance.qld.gov.au
Resources
QAS Policy Statement – Complaints Management
QAS Factsheet – Making a Compliment
QAS Factsheet – Making a Complaint
QAS Factsheet – Internal Review
QAS Factsheet – Unreasonable Complainant Conduct
Last updated 24 April 2024