Administrative complaints process

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Safe Food Hub login（https://hub.safefood.qld.gov.au/safefoodhub）

H（https://www.safefood.qld.gov.au/） > About us（https://www.safefood.qld.gov.au/about-us/） > Publications scheme（https://www.safefood.qld.gov.au/about-us/publications-scheme/） > Administrative complaints process

Administrative complaints process

Purpose

This process relates to complaints about the functions and/or representatives of Safe Food Production Queensland (the Agency).

The Agency is committed to working with you to resolve your complaint. You are required to provide the details of your complaint by submitting a form, so we have all the necessary information needed to begin the Agency’s official process for resolving complaints.

Process for handling complaints

After a complaint has been successfully submitted, the Agency will aim to respond within 7–10 business days. The steps involved in handling feedback and complaints received by the agency are:

Lodgment into the Agency’s complaint system.

Communicating the complaint identification (ID) number to the complainant.

Actioning.

Responding.

Resolving.

Monitoring and reporting.

If you do not receive a complaint ID within five working days, please contact us（https://www.safefood.qld.gov.au/home/contact-us/）.

Please note, more time may be required if the matter is complex.

Options for redress

A complaint can be resolved by the following options:

an apology

an explanation or clarification of their concerns

another remedy that may involve an administrative decision by an authorised staff member.

The availability of a particular remedy will depend on the specific circumstances of your complaint.

Obtaining feedback / status of your complaint