Complaints and disputes
We take complaints seriously. If something about Export Ready has not met your expectations, this page explains how to raise it and what happens next. No one is penalised for raising a complaint in good faith.
Our principles
Complaints are answered within set timeframes, handled fairly, recorded honestly and used to improve the program. We offer anonymity where you ask for it, noting that an anonymous complaint can be harder to investigate fully.
How to raise a complaint
| You are | Where to lodge |
|---|---|
| An operator or Academy Expert | Your direct relationship contact in the program, usually the operations lead. If that person is the subject of the complaint, lodge with the program lead. |
| A regional tourism organisation contact | The Queensland Academy's owner of that partnership, or the program lead if that person is the subject. |
| A member of the public | Email industry@queenslandacademy.com.au or phone 07 4802 5085. We acknowledge your complaint and make sure it reaches the right person. |
What happens next
- Acknowledgement within 3 business days, naming who will handle it, the expected timeframe and the process.
- Initial assessment within 10 business days, to determine whether the complaint is in scope, can be resolved by direct conversation, needs investigation, or should be redirected.
- Resolution within 20 business days for complaints that do not need investigation.
- Investigation within 40 business days where one is needed, conducted by someone independent of those involved, with any extension explained in writing.
The outcome of every complaint is given to you in writing, covering the findings, the actions being taken, and your right to take the matter further.
If you are not satisfied
You can escalate, first to the program lead (or the steering committee chair where the program lead handled it), then to the Tourism and Events Queensland program manager. Beyond that, you may approach an external body suited to the complaint, such as the Office of the Australian Information Commissioner for a privacy matter or the relevant ombudsman for a service complaint.
Disputes between operators and Academy Experts
Where a dispute arises during an engagement, the operations lead is the first point of contact and facilitates a structured conversation. Where that does not resolve it, options include reassignment to a different Academy Expert, a refund or credit, or another resolution. Substantial disputes involve the program lead.
Other channels
Privacy complaints follow our Privacy policy and may be referred to the Office of the Australian Information Commissioner. Accessibility issues can also be raised through our Accessibility page. Criminal matters go to the police.
Confidentiality and protection
Complaints are handled confidentially, and your identity is protected as far as the investigation allows. Anyone who raises a complaint in good faith is protected from retaliation, which is a breach of the program's Code of Conduct.
Frequently asked questions
How do I make a complaint?
Operators and Academy Experts lodge with their direct relationship contact, usually the operations lead. Members of the public can email industry@queenslandacademy.com.au or phone 07 4802 5085.
How quickly will my complaint be acknowledged?
Within 3 business days. The acknowledgement names who will handle it and sets out the timeframe and process.
How long does it take to resolve a complaint?
Complaints that do not need investigation are resolved within 20 business days. Where an investigation is needed, it is completed within 40 business days, with any extension explained in writing.
What if I am not happy with the outcome?
You can escalate to the program lead, then to the Tourism and Events Queensland program manager, and beyond that to an external body such as the Office of the Australian Information Commissioner or the relevant ombudsman.
Will I be penalised for complaining?
No. Anyone who raises a complaint in good faith is protected from retaliation.
What if I have a dispute with my Academy Expert?
The operations lead facilitates a structured conversation, and can arrange reassignment, a refund or credit, or another resolution if needed.