Queensland Treasury Corporation (QTC) is committed to ensuring the efficient and fair resolution of complaints.
As the Queensland Government’s central financing authority, QTC plays a pivotal role in securing the State’s financial success. With a focus on whole-of-State outcomes, QTC provides a range of financial services to the State and its public sector entities, including local governments. These services include debt funding and management, surplus cash management facilities, financial risk management advisory services and specialist public finance education.
This Complaint Management Policy assists QTC in fulfilling that vision by assisting it to:
- deal with complaints in a professional, efficient and fair manner
- properly manage its relationship with clients and external parties, and
- as a learning organisation, develop and continuously improve its services.
A complaint is any expression of dissatisfaction with a product or service or action offered or provided by QTC or the conduct of QTC, which may for instance involve an alleged error, fault or omission on the part of QTC.
QTC’s externally available policies are available on its website, and hard copies are available upon request
QTC recognises and acknowledges that the principles of fairness must be followed in all aspects of complaint handling.
QTC records all complaints received by it and at appropriate intervals evaluates the information contained in that record to determine the causes of complaints and whether remedial action is warranted.
Information relating to complaints is accessible only by staff members who are required to use the information.
You may make a complaint to QTC’s Compliance Officer:
A complaint may be made orally or in writing. QTC may request that an oral complaint be provided in writing. QTC may also request further details of the complaint.
When QTC receives a complaint from you, whether oral or written, that is not immediately resolved or actioned, QTC will endeavour to respond within seven business days of its receipt. If QTC is unable to respond to the substance of your complaint immediately, QTC will let you know that we are looking into your complaint, and advise of the date by which we hope to communicate with you again.
QTC will appoint a person who will investigate your complaint and be responsible for communicating with you. After we have assessed your complaint, we will advise you of what action we plan on taking. QTC will endeavour to keep you informed and communicate with you at regular intervals in relation to the assessment of your complaint.
Note that QTC will assess all complaints.
QTC will give you reasons for determination of the complaint.
QTC received three customer complaints in the financial year 1 July 2016 to 30 June 2017, and they did not require any further action.