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The State Library of Queensland is committed to handling complaints in a responsive, efficient, effective, fair and economical way.
Feedback including complaints is valuable to us allowing us to review our policies and procedures and leading to business improvement.
This information can also be found in our Making a Complaint fact sheet (PDF 304 KB) .
You can make a complaint about any aspect of the service or actions of State Library or its employees, including privacy breaches. If we cannot help you with your complaint we will give you advice about where to get help.
If you have a complaint, there are some steps you can take to help us help you:
Anonymous complaints will be accepted. However, State Library may find it difficult to thoroughly assess or respond to the complaint if there is not enough detail. In this situation, the complaint may not be investigated.
You can make a complaint using any of the following channels:
State Library will properly consider human rights when making decisions in relation to complaints and will act in ways that are compatible with human rights.
In the event that you make a complaint:
We can help by:
In the course of investigating and taking action in response to complaints, personal information will be collected and handled in accordance with the 11 information privacy principles in the Information Privacy Act 2009.
Documentation relating to complaints is stored securely. Information relating to complaints is accessible only by staff members who are required to use the information.
The Library employee managing your complaint will keep you informed about the progress of your complaint and any action taken.
If you are not satisfied with how your complaint has been dealt with, you can ask for your complaint to be reviewed.
If you are not satisfied with any action taken by the Library in relation to your complaint, and after you have exhausted all available avenues of review within the Library, you can ask the Office of the Queensland Ombudsman to review the decision (phone: 07 3005 7000, toll free: 1800 068 908 or email: firstname.lastname@example.org).
If your complaint is about a breach of privacy and you are not satisfied with the Library’s resolution of your complaint, you can lodge a complaint with the Office of the Information Commissioner (phone: 07 3234 7373 or email: email@example.com).
If your complaint concerns Human Rights and you are not satisfied with the Library's resolution, you can contact the Queensland Human Rights Commission.
Under section 219A of the Public Service Act 2008 219, the State Library must report annually on complaints received.
The table below will refer to customer complaints received during 2019
Number of customer complaints received by the State Library in 2019
Number of those complaints resulting in further action*
Number of those complaints resulting in no further action**
*Complaints “resulting in further action” are those where a significant service improvement was identified as a result of a client complaint.
**Complaint “resulting in no further action” are those where no significant service improvement was identified as a result of a client complaint.
Complaints related information and data will be made available here by September of each year.
For more information about how we handle complaints, please read our Complaints Management Policy and Procedures or phone 3840 7810
PO Box 3488
South Brisbane Qld 4101
Loading dock hours are 8am - 4pm
The entrance is off Stanley Place near the Gallery of Modern Art building.
ABN 45 872 652 679