Compliments and complaints

The Board of Professional Engineers of Queensland (BPEQ) is committed to building and maintaining relationships with our customers, clients, stakeholders and staff. We encourage and appreciate feedback, which helps us to shape our service delivery and improve the way we interact with others.

Customer compliments

Use the online enquiry form (see below) to submit a compliment to BPEQ and/or one of our team members. Your message will be passed onto the appropriate person.

Customer complaints

If you want to make a complaint about a Registered Professional Engineer of Queensland (RPEQ) or notify BPEQ about an offence against the Professional Engineers Act 2002  .

BPEQ is committed to a positive complaint management environment where all feedback and complaints are effectively managed in a timely and fair manner.  To see our Customer Complaints Management Policy click here.

You can submit complaints anonymously if you wish, however we cannot contact you for further information or to tell you of the outcome of your complaint.

Make a complaint

BPEQ offers a number of ways to make a complaint or offer feedback:

1. Online compliments and complaints form (please scroll to bottom of the page)
2. Email – feedback@bpeq.qld.gov.au
3. Call – 07 3210 3100
4. Post – GPO Box 5216 BRISBANE Qld 4000

 The BPEQ will meet the reasonable costs of services which assist people with hearing or vision   or who may require a translation and interpreting service.

• The Queensland Government Translation and Interpreting Services are available for complainants who are unable to speak or write in English. They are available at https://www.qld.gov.au/help/languages or by phoning (TIS National) on 131
• The National Relay Service is available for people with hearing or vision impairments (133 677 TTY/Voice or 1300 555 727 (Speak and Listen).

How we handle your complaint

Your complaint will be handled in accordance with our Customer Complaints Management Policy.

“BPEQ is collecting the information to act on your complaint and access will only be provided to authorised officers. Your personal information will not be disclosed, other than for the purposes of managing the complaint, to any other third party without your consent, unless required by law or for the purposes of the Information Privacy Act ”.

Customer complaints are investigated as a priority; however resolution timeframes can vary depending on complexity. Expected timeframes can be found in our policy.

BPEQ will keep you informed about the progress of your complaint and any action taken.

If you are unhappy with how your complaint has been dealt with, you can request that your complaint is reviewed by the Board.

If you are dissatisfied with any action taken by BPEQ in relation to your complaint, and after you have exhausted all available avenues of review within BPEQ, you can request that the decision be reviewed by the Office of the Queensland Ombudsman.

If your complaint is about a breach of privacy and you are dissatisfied with the Board’s resolution of your complaint, you can lodge a complaint with the Office of the Information Commissioner.

If your complaint relates to a matter of human rights and BPEQ fails to respond to the human rights complaint within 45 days or does not resolve the complaint to the complainant’s satisfaction, the complainant may refer the complaint to the Queensland Human Rights Commission.

Public Interest Disclosures

Public interest disclosures are reports about wrongdoing in the public sector. They can be made by employees and members of the public, and help to uncover corruption and other misuses of public resources.

The Public Interest Disclosure Act 2010 encourages the disclosure of information about suspected wrongdoing in the public sector so that it can be properly evaluated and appropriately investigated. It sets out requirements for public sector entities to effectively manage PIDs and provide support and protections for people who make disclosures.

Reporting

Between 1 July 2023 to 30 June 2024, BPEQ received 14 customer complaints, of these complaints:

9 resulted in further action.

5 resulted in no further action.

These complaints are defined in our , and are provided in accordance with section 264 of the Public Sector Act 2022 (Qld).

Further information

For more information about how we handle complaints, read:

• 1. Customer Complaints Management Policy