Phone

Email

info@desbt.qld.gov.au

Mail

Department of Employment, Small Business and Training
PO Box 15483
CITY EAST
BRISBANE  QLD  4002

Small business enquiries

General small business enquiries

Grant enquiries

Email: grants@desbt.qld.gov.au

Training enquiries

General training enquiries

Apprenticeship and traineeship enquiries

*Phone calls are toll free from landlines. Calls from mobiles and pay phones are extra.

Mail (training, apprenticeships and traineeships)

Department of Employment, Small Business and Training
PO Box 15121
CITY EAST
BRISBANE  QLD  4002

Queensland Training Ombudsman

Phone: 1800 773 048

Back to Work program

Media enquiries

Email: media@desbt.qld.gov.au

Providing feedback or making a complaint

The Department of Employment, Small Business and Training (DESBT) aims to deliver quality services that respond to the needs of Queenslanders. To help achieve this, we are committed to effective customer complaints management. The DESBT Customer Complaints Management Policy (PDF, 695KB) sets the direction for customer complaints received by us, to ensure that customer complaints are managed consistently, fairly, reasonably and on time.

We encourage and appreciate feedback as it helps us shape our service delivery and values, and improve the way we achieve our goals and interact with each other.

Our customer complaints process aims to be:

  • fair
  • timely
  • easy to use
  • confidential.

From 1 January 2020 our complaints process includes human rights complaints. The Human Rights Act 2019 requires public entities (including DESBT) to be compatible with human rights, as well as give proper consideration to human rights when making decisions.

If you believe your human rights have been breached due to an action of our department, you can lodge a complaint through our existing complaints process. You must allow at least 45 business days after you make your complaint to us for the complaint to be assessed and an outcome determined.

For more information about human rights complaints, visit the Human Rights Commission website.

Lodge a complaint or provide feedback:

You can submit feedback and complaints anonymously if you wish. However, please be aware that if you submit anonymously, we cannot contact you to get further information or to tell you the outcome of your submission.

Complaints involving the Director-General

Complaints involving the Director-General, as a public official of DESBT that involve or may involve corrupt conduct are managed in accordance with the Dealing with complaints involving the Director-General policy (PDF, 816KB). For further information, review the policy or contact ethics@desbt.qld.gov.au.

How are complaints dealt with?

Complaints are managed depending on the type of complaint. Complaints about a departmental product, service, procedure, practice or policy can be submitted either online or by completing a complaint form and mailing it to the relevant business area or lodging in person.

However, some matters have different management processes, and may be considered as being out of scope and so are managed differently.

Student complaints

Read how to make a student complaint about accredited training delivered by a registered training organisation.

Training Scammer Hotline

If you have a complaint relating to misleading advertising, such as a response to a job advertisement has been unknowingly referred to a training provider to enrol in a government subsidised qualification, contact the Training Scammer Hotline – Queensland Training Ombudsman on 1800 773 048 or trainingscammer@desbt.qld.gov.au to look into your issue or complaint.

Assistance with your enquiry or complaint

National Relay Service

If you are d/Deaf, hard of hearing or have a speech or communication difficulty, you can use the National Relay Service (NRS) to contact us.

Contact the NRS through your preferred call channel, and give them the phone number you would like to reach.

Interpreter assistance

If you need an interpreter, contact the Translating and Interpreting Service (TIS National) on 13 14 50.

Last updated 13 December 2024

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