Our service
Everything we do aims to improve the safety and quality of healthcare in Queensland.
We will:
- be courteous and professional
- respect your privacy
- act independently, impartially and in the public interest
- be fair and observe the rules of natural justice
- act as quickly and with as little formality as possible
- base our decisions on sound reasoning and relevant evidence
- be committed to continuous quality improvement in healthcare.
The documents below set out the levels of service and conduct you can expect from us:
- Our Client Service Charter (summary and full version)
Unhappy with our service?
To help us maintain a high quality service, we welcome your feedback — by telephone, email, online or in writing.
If you are unhappy with our service we suggest that you discuss this firstly with the officer assigned to your case. If you cannot resolve the issue at this level your concerns should then be addressed to their manager.
If you are still not satisfied or you are unable to contact the relevant person you should contact the Assistant Director, Complaint Services, telephone 3120 5999.
We consider all complaints seriously and we will respond promptly. We are committed to resolving problems where this is achievable.
If you remain dissatisfied with the action taken by the HQCC and believe that we have made a decision that is unfair or incorrect, you can complain to the Queensland Ombudsman.
The Queensland Ombudsman can be contacted during business hours, telephone 3005 7000 or toll free (outside Brisbane) 1800 068 908.