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Make a complaint

How to request a review of a decision we have made

If you believe we did not make the right decision in relation to your complaint, you can request to have the decision reviewed.

 


We’re committed to providing Queenslanders with a transparent, accountable and fair complaints management system. To that end, we provide parties to a complaint with the opportunity to seek a review of certain administrative decisions in accordance with our Internal review policy.

What can you do if you are dissatisfied with a decision?

If you believe the decision we made in relation to your complaint is not correct, you are encouraged to discuss your concerns with the officer listed on the letter we sent to you (i.e. the notice of decision). The officer will seek to explain how the decision was reached and answer any questions you have.

If you still believe the decision is not correct, you can request an internal review.

What decisions can be reviewed?

Requests for an internal review may be accepted if the original decision made was to:

  • not accept the complaint

or

  • take no further action in relation to the complaint.

How long do you have to request an internal review?

Requests for an internal review must be made in writing within 28 calendar days of the date of the decision letter (i.e. the notice of decision).

What information is required for internal review?

Your request for internal review must include a clear outline of the reasons you believe the decision is not correct (e.g. what specific aspects of the decision do you consider to be incorrect, or what information you believe may not have been considered).

If there is new information, which came to light after the original decision was made, you can request us to consider it.

Who will conduct the internal review?

If your request for internal review is accepted, it will be conducted by a review officer who is independent from the original decision maker.

How do you make a request for internal review?

Requests for internal review must:

  • be in writing
  • refer to the relevant case reference number
  • provide your preferred contact information.

Your can send your review request by:

Reviews
Office of the Health Ombudsman
PO Box 13281 George St, Brisbane Q 4003

What can you do if you are not satisfied with the internal review decision?

If you are not satisfied with the decision made on internal review, or any part of the internal review process, you may make a complaint to the Queensland Ombudsman.

For information about the Queensland Ombudsman go to www.ombudsman.qld.gov.au.

The contact details for the Queensland Ombudsman are:

  • Email: ombudsman@ombudsman.qld.gov.au
  • Phone: 07 3005 7000 or Freecall 1800 068 908
  • Post: GPO Box 3314, Brisbane Q 4001
  • Offices: Lv 18, 53 Albert St, Brisbane Q 4000

More information

If you would like more information, the Office of the Health Ombudsman Internal review policy is available here.