Complaints Policy

Commitment

QTC is committed to ensuring the efficient and fair resolution of complaints.

Aim

As the Queensland Government’s central financing authority, Queensland Treasury Corporation (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 Complaints 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.

What is a complaint?

A complaint is any expression of dissatisfaction with a product or service offered or provided by QTC or the conduct of QTC and may typically involve some error, fault or omission on the part of QTC.

Visibility

QTC’s policies are available on its website, and hard copies are available upon request.

Fairness

QTC recognises and acknowledges that the principles of fairness must be followed in all aspects of complaint handling.

Data collection and evaluation

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.

How to make a complaint

You may make a complaint to your usual contact at QTC or to QTC’s Compliance Officer (who is also the Complaints Officer):

Compliance Officer
Telephone: 07 3842 4600
Email: compliance@qtc.com.au

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.

Submit your complaint online

  • Please provide details of your complaint
  • This field is for validation purposes and should be left unchanged.

Process upon receipt of a 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 we are not able to respond to the substance of your complaint in the letter, we will also tell you that we are looking into your complaint, and advise of the date by which we hope to communicate with you again. We 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 what we plan to do. We will endeavour to keep you informed and communicate with you at regular intervals in relation to assessment of your complaint. Please note that we assess all complaints.

Reasons

QTC will give you reasons for determination of the complaint.

Statistics

QTC received one customer complaint in the financial year 1 July 2015 to 30 June 2016, and it did not require any further action.