Complaints
Understand the difference between lodging a complaint and lodging an objection.
As part of our client charter, we are committed to providing courteous service and helping you to meet your obligations and receive your entitlements.
We value your feedback because it helps us to improve our services.
Making a complaint or lodging an objection does not extend the due date for payment of a liability. Interest will continue to accrue on liabilities until the date they are paid in full.
Complain about service
If you’re not satisfied with our service or action and haven’t been able to resolve the matter with our staff, you can lodge a customer complaint.
Our complaints management system aligns with the Queensland Public Service Customer complaint management framework and Customer complaint management guideline.
How can I make a complaint?
To lodge a complaint, you can use the online form or download a complaint form to mail or post to us.
Queensland Revenue Office
- Online form
- Download complaint form and send to us by:
- Email: qro.feedback@treasury.qld.gov.au
- Post: Queensland Revenue Office, Governance and Business Support, PO Box 15931, City East QLD 4002.
State Penalties Enforcement Registry
- Online form
- Download complaint form and send to us by:
- Email: sper@treasury.qld.gov.au
- Post: State Penalties Enforcement Registry, GPO Box 1387, Brisbane QLD 4001.
If you need help, you can have a third party make a complaint on your behalf.
We’ll accept complaints from family members, advocates, friends or other persons who act on behalf or in support of a vulnerable person or person with limited capacity. We may require verification of a person’s authority to act on your behalf before proceeding, in order to avoid potential privacy breaches. When making a complaint, you can:
- be supported by a friend, an advocate, an interpreter or a community elder
- access interpreter services
- use the National Relay Service if you are deaf, hard of hearing or have difficulties speaking
- remain anonymous, although this may limit how we can investigate the complaint.
Our service standards are in line with timeframes outlined in the Customer complaint management guideline.
We aim to provide:
- acknowledgements within 3 business days
- responses to complaints within 30 business days
- responses to internal review requests within 20 business days
- responses to human rights or privacy complaints within 45 business days
- progress updates as needed or as agreed with you.
If you’re not satisfied with the outcome of your complaint, you can request an internal review. Your request should:
- be made in writing if possible
- be lodged within 20 business days of you receiving the decision about your complaint
- outline why you are asking for an internal review
- include any new information to be considered
- explain how you have been affected by the decision
- detail the outcome you are seeking.
An internal review will be conducted by an officer who wasn’t substantively involved in the original complaint and who is at an equivalent or more senior level to the original decision maker.
If you are not satisfied with the outcome of the internal review, you can contact the Queensland Ombudsman or the Queensland Human Rights Commission and request an external review.
There may be times when we’re unable to manage your complaint. For example, when:
- the matter is being dealt with by an external complaint agency, court or tribunal
- the complaint is outside of the 12 months from which the grounds of the complaint arose, and no exceptional circumstances were identified
- the complaint is abusive, threatening or contains offensive language.
In these cases, we’ll let you know in writing.
All personal information that we collect to manage complaints will be handled in accordance with the Information Privacy Act 2009. If your complaint relates to an alleged privacy breach, you can lodge a privacy complaint with Queensland Treasury.
Query an assessment notice or notice of decision
In many cases, the quickest and easiest way to resolve an issue or query is to contact the staff member who made the decision on your assessment, royalty valuation decision or grant application.
You should contact us if you:
- are unsure how the assessment or decision was made
- believe there was an error in making the assessment or decision
- have new information that may change the outcome that was not available when the assessment or decision was made
- have concerns about the service you received.
Call us on 1300 300 734 and we will put you through to the most appropriate person.
Find out how to seek a review of decisions affecting self assessor registration.
Discuss payment difficulties
If you are having difficulties paying your liability, contact us to discuss whether paying by instalments is appropriate in your circumstances.
Lodge an objection
Objections must be lodged within 60 days of receiving the assessment notice or decision notice. If you’ve already made a complaint, it does not extend the date for lodging an objection.
You can lodge an objection if you are dissatisfied with:
- an assessment
- a royalty valuation decision
- a decision on your grant application.
In many cases, it may be quicker and easier to first discuss your issue with the staff member who made the decision to see if the matter can be resolved without going through the objection process.
Read about the objection process.