Customer complaints

QRIDA is committed to ensuring all complaints received are taken seriously and handled efficiently and fairly.

Laptop Typing Keyboard Computer Hands

Making your complaint

If your complaint is with regards to the decision of your application with QRIDA, please refer to the reviewing a decision  process.

QRIDA will accept your complaint either verbally or in writing. You can lodge your complaint in the following ways:


Post Complaints Officer
Queensland Rural and Industry Development Authority
GPO Box 211
Brisbane QLD 4001
Fax 07 3032 0300
In person Queensland Rural and Industry Development Authority
Level 26, 32 Turbot Street
Brisbane QLD 4000

Resolving complaints

Our organisation and staff operate under the QRIDA Complaints Management Policy and corresponding Procedure. As a result, we will provide the following services:

  • acknowledge your complaint within two business days
  • provide an update on the progress of your complaint within five business days
  • assess your complaint and where complaints are outside the scope of QRIDA business or it relates to another agency, we will assist you with identifying the appropriate party
  • take all reasonable steps to ensure your complaint is properly understood
  • ensure your complaint will be handled in a confidential manner in line with the Information Privacy Act 2009.

The human rights complaints process

QRIDA supports the aim of the Human Rights Act 2019 (Qld) (the Act) to embed respect for human rights in the culture of the Queensland public sector and ensure public functions are exercised in a principled way that is compatible with human rights.  QRIDA manages the assessment and allocation of loans, grants and rebates while having regard to the needs and circumstances of eligible applicants and by making client focused decisions with regards to human rights.

From 1 January 2020, individuals who believe they are the subject of QRIDA’s alleged failure to act or make a decision in a way that is compatible with human rights may make a complaint to QRIDA.

If the complaint cannot or has not been resolved with QRIDA within 45 days, a person may make a human rights complaint to the QHRC. The QHRC may try to resolve the complaint, through either discussing the complaint with the complainant and QRIDA or, if appropriate, through conciliation. The aim is to seek meaningful resolution of the human rights complaint in a way that is relatively informal.

If you would like a copy of the Complaints Management Framework, contact us on 1800 623 946.

We will aim to resolve your complaint as soon as possible however depending upon the nature of the complaint this may vary. You will be provided with updates during the investigation of your complaint.

Translating and interpreting service

To assist with your enquiry, visit the other languages page.

Complaints for 2018-19

QRIDA received no complaints regarding its services during 2018-19.

Last updated: 18 October 2022