Feedback and Complaints
Information for Complainants
At Epilepsy Queensland (EQ), we are committed to continually improving our services. We welcome and encourage all comments, suggestions, and complaints from clients, carers, families, staff, volunteers, and members of the community. Every complaint will be taken seriously, treated with respect, and no genuine concern will go unaddressed.
Our Commitment
EQ’s complaints process is open, transparent, and focused on early and fair resolution. You can be confident that:
- Complaints will be managed fairly, confidentially, and without fear of retribution.
- All complaints will be handled impartially, equitably, and sensitively, respecting privacy and human rights.
- The process will be consistent with the Human Rights Act 2019 (Qld) and other relevant legislation.
Submitting a Complaint
You can provide feedback or make a complaint by:
- Completing the Complaints Form (see below), which guides you through the information needed to help EQ address your concern appropriately; or
- Speaking directly with a relevant EQ staff member, who can record the details of your complaint on your behalf.
Phone: (07) 3435 5000
Email: epilepsy@epilepsyqueensland.com.au
Post: Epilepsy Queensland, PO Box 1457, Coorparoo BC QLD 4151
You may also direct your complaint to the Chair of the EQ Board or the Chief Executive. Please ensure sufficient detail is provided so that appropriate action can be taken.
Anonymity
You may choose to remain anonymous. However, sufficient details of the complaint must be provided for EQ to investigate and respond effectively. If you wish to receive updates about the outcome, please provide at least one form of contact information.
Access Assistance
EQ is committed to ensuring that everyone can make a complaint. Staff can assist by helping you access communication supports such as:
- Translating and Interpreting Service (TIS): 131 450 (toll free)
- National Relay Service (NRS):
- TTY or modem callers: 133 677 (toll free)
- Speech-to-Speech Relay: 1300 555 727 (toll free)
- Assistance for people with vision impairment or communication difficulties to record their complaint
Complaints Resolution
All complaints are recorded in EQ’s Complaints Management System for review, tracking, and close-out. EQ will make every effort to resolve issues at the time they are raised. If this is not possible, action will be taken within five (5) working days of receiving the complaint. Where resolution takes longer, the complainant will be kept informed of progress.
The complainant will be consulted throughout the process and advised of the outcome once the matter is finalised.
If the complainant is not satisfied with EQ’s response, they may:
- Appeal in writing, requesting an internal review; or
- Ask EQ to engage an independent mediator to assist.
If dissatisfaction remains, complaints may be escalated to:
- Department of Communities, Disability Services and Seniors (for non-NDIS clients); or
- NDIS Quality and Safeguards Commission (for NDIS clients).
Where a complaint relates to a potential human rights breach, and remains unresolved after 45 days, the complainant may contact the Queensland Human Rights Commission.
Child Safety and Wellbeing
Epilepsy Queensland manages all complaints involving or affecting children and young people in accordance with the Child Safe Organisations Act 2024 (Cth). This ensures that children’s rights, safety, voices, and wellbeing are always prioritised and protected throughout the complaints process.