Friday, February 14, 2025

Report recommends complaints clearinghouse for Queensland

Former District Court judge, Michael Forde, has delivered his Queensland Complaints Clearinghouse Governance Project Overview report, recommending the establishment of a complaints clearinghouse.

In response to Mr Forde’s Coaldrake Report recommendations, the Queensland Government says it has committed $6.22 million in 2024–25 towards the foundational work to establish the clearinghouse.

“I want to thank Mr Forde for his independent assessment and recommendations, and his commitment to transparency, accountability, and integrity in government,” said Premier Steven Miles (pictured).

“His work will strengthen Queensland’s integrity framework and give Queenslanders greater confidence in how complaints are managed across government.”

He said the Government had carefully considered Mr Forde’s report and will now progress the next stage of a Queensland Complaints Clearinghouse model.

“We know that this type of significant change will have a cross government and community impact, so it is important that we get this right,” he said.

In the report, Mr Forde considered design options for a technologically enabled clearinghouse informed by approaches in other jurisdictions, and Queensland’s complaints landscape.

He recommended to extend the responsibilities of one of Queensland’s integrity bodies, providing additional technology and resources, to be implemented.

“This is a large and complex project, and it is important we get this right,” said Mr Forde.

“This is why it is important for government to implement changes in stages to provide an opportunity to review, learn and assess risk for this key integrity reform.

“I commend the Queensland Government for providing funding to further scrutinise the recommended option and undertake a detailed investigation of legislative and other impacts.

“Improving complaints management is an important measure and will have a significant positive impact on how government services are provided to Queenslanders.”

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