Customer complaints
Queensland Mines and Energy (QME) is committed to effective customer-focused complaints management by ensuring that complaints are managed in an accountable, transparent, timely and meaningful way.
QME acknowledges the right of its staff and the public to lodge complaints when dissatisfied with a service, treatment or activity and encourages such feedback from customers, clients, staff and the public generally. We value customer enquiries and complaints because they help us to improve our efficiency and effectiveness. We will ensure that any customer complaints are heard promptly and effectively.
To make a complaint
We want to make it easy for you to lodge a complaint. For complaints about:
An Electricity retailer or electricity account:
- Contact the Energy Ombudsman Queensland.
- Write to: PO Box 3640 South Brisbane Qld 4101
- Freecall: 1800 662 837
- online: www.eoq.com.au
- email: info@eoq.com.au
For complaints about Queensland Mines and Energy:
- Simply fill out the Complaint Lodgement Form (Word - 200KB) and mail it to:
Complaints Management Officer
Queensland Mines and Energy
PO Box 15216
CITY EAST QLD 4002
- Phone the Complaints Hotline 1800 657 567 anytime between 8:30am and 5:00pm Monday to Friday.
- Send an email to the complaints email address complaints@dme.qld.gov.au.
- Send a letter to the QME postal address listed above.
- Speak directly to our staff at a service centre.
Complaints about safety and health at mine sites
Complaints relating to safety and health incidents at mines should be referred to the Mines Inspectorate.
Complaint handling
It is our policy to conduct a fair, objective and professional assessment of complaints and to protect your confidentiality and privacy. We will try to resolve your complaint as quickly as possible and aim to resolve each complaint within 20 working days.
Unresolved complaints
If your complaint to Queensland Mines and Energy has not been resolved, you may contact the Queensland Ombudsman. The Queensland Ombudsman's Office is an independent complaints investigation agency. Their role is to ensure that public agencies (state government departments and bodies, and local councils) act fairly and make the right decisions for Queenslanders.
Queensland Ombudsman
Level 25, 288 Edward Street
Brisbane QLD 4000
GPO Box 3314
Brisbane QLD 4001
Phone: 07 3005 7000
Toll Free (outside Brisbane): 1 800 068 908
Last Updated 22 June 2009
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