​​​customers1st.gifFeedback from members of the community helps us to improve the quality and service we deliver and importantly, helps to support our vision of working with the community to stop crime and make Queensland safer.
 
Compliments let us know what we’re doing well, and help us recognise and acknowledge the good performance of our people. Complaints help us understand where we need to improve.

Making a Compliment 

If you believe that you have received good service an​​d wish to compliment or commend an officer or staff member you may provide feedback via:
We thank you for your feedback. We value our employees and appreciate your recognition of the good work our people perform. 

Important things to consider before making a complaint

Before lodging a complaint please consider the nature of your complaint and who may best handle it for you. It is also important to consider, that while the actions of the officer/s may not have met your expectations, they may actually be lawful and reasonable in the circumstances, for example, having your car stopped for a Random Breath Test and being required to produce identification to prove evidence of identity.
While complaints of any nature can be made, there may be circumstances where a complaint can be best handled locally or directly to a relevant area. For example, in relation to:​
  • Property – If your complaint relates to property that was seized, it may be best to contact the officer who seized the item and/or the station where the property is located.​
  • Traffic – If you have a complaint/issue surrounding the issuing of a traffic camera infringement notice, you can contact Traffic Camera Office on 1300 360 610 or refer to the back of your infringement notice for other traffic related infringement matters.

​What the Queensland Police Service asks of you

To effectively manage complaints about its employees we need your cooperation through:
  • providing information that is as specific and complete as possible
  • maintaining confidentiality
  • providing true and accurate information, and
  • having realistic expectations.

​What information should I provide?

​When making a complaint you should provide as much detail as possible to assist us to respond appropriately to your complaint. The information you should try to include is:
  • what happened
  • when it happened
  • where it happened
  • who said what to whom
  • whether anyone saw what happened, other than yourself and the police (please provide their details)
  • details of any documents, records (video footage or photographs) that may assist in the resolution of your complaint
  • your name and contact details
  • the names (if known) of the police or employees involved
  • what outcome you are seeking, and
  • any other information you consider relevant.

What to expect from Queensland Police

​Once you have lodged a complaint you can expect us to:
  • protect your confidentiality;
  • manage your complaint objectively;
  • advise you of the receipt of your complaint and how we intend to manage it;
  • keep you advised of the progress of our management of your complaint at key stages in the complaint management process;
  • consult with you on the action we intend to take as a result of the complaint, if practicable;
  • advise you of the action taken as a result of the complaint; and
  • obtain advice from you on whether you are satisfied with the action taken in response to your complaint.

How will my complaint be handled?

​The process applied to the complaint will depend on the nature of the alleged conduct and issues involved. We will seek to resolve / address your complaint in the following manner: 
  • through assessment, explanation or direct response (law, policy and procedure); 
  • by local resolution / conciliation through our local complaint resolution process; or 
  • by formal investigation for matters assessed as being of a more serious nature.
An assigned officer will be in contact with you, provide updates and written advice of the outcome (where contact details are provided).​

False complaints

Knowingly making a false complaint or knowingly giving false or misleading information which calls for an investigation by the police is an offence under the Police Service Administration Act 1990​. Please consider the information that you are providing is true, or you may be liable to prosecution. ​

Interpreter assistance

Contact the National Translator and Interpreter Service on 131 450.

 

Privacy

The Queensland Police Service collects information to assist in performing its statutory functions and responsibilities. Information provided will be used to process your application, create a police report, and/or resolve your complaint, compliment or query. Your personal information will be managed in compliance with the　Information Privacy Act 2009.

There is the provision on some Online Forms to opt-out of providing any personal information. In these instances, the QPS will not collect, store, or use any personal information, and the above stipulations do therefore not apply.

View full Privacy Statement.

 

How to make a Complaint

Policing is a difficult and complex job in today's society and we realise that mistakes can be made and that the actions of our personnel may fall short of your expectations. 
 
If you wish to make a complaint about an employee of the Queensland Police Service, you may utilise one of the contact options below. Depending on the issues that you raise, police may be able to resolve the complaint promptly or it may require further investigation.
 
Complaints may be submitted via:​
​If you are making a complaint 'online' a receipt of your complaint will be acknowledged by return email.
 
If you have any problems with lodging your complaint, please contact the Policelink on 131 444.​

What if you are not satisfied with the outcome of your complaint?

The outcomes of complaints are reviewed by the QPS and subject to external audit and/or review by the Crime and Corruption Commission (CCC) which has a legislated role in regard to over-viewing serious matters relating to police misconduct.
 
If however you are not satisfied with the manner in which your complaint was handled we encourage you to resolve your concerns with us, alternatively you can raise your concerns with the CCC, who may take further action or refer the matter back to police for consideration of further investigation.
 
The Queensland Ombudsman cannot review complaints about police operational matters, but they do play a role in independently reviewing the administrative actions of state government agencies, local government and some universities. If your complaint is about an administrative action or decision, you can contact the Queensland Ombudsman.
 
Contacts:
 
Crime and Corruption Commission​ Level 2, North Tower Green Square, 515 St Pauls Terrace, Fortitude Valley, Phone: (07) 3360 6060 or Free Call: 1800 061 611.
 
Queensland Ombudsman​, 17/53 Albert Street, Brisbane, Phone: (07) 3005 7000 or Free Call: 1800 068 908.
​