n Queensland, if a landlord plans renovations that require them to enter the property, they must give tenants proper notice, typically 7 days. The notice must be in writing and use the prescribed “Entry notice” (Form 9), specifying the time of entry, and must comply with the [Link: Residential Tenancies and Rooming Accommodation Act 2008 https://www.rta.qld.gov.au/about-us/legislation]. If the renovations require ongoing entry, a new entry notice must be issued for each entry.
Category: Laws Queensland Housing is Subject To
Breach Notice Rules of Entry Not Adhered To
192 Grounds for entry
(1) The lessor or lessor’s agent may enter the premises only—
[s 192]
Residential Tenancies and Rooming Accommodation Act 2008
Chapter 3 Rights and obligations of parties for residential tenancies
Part 3 Lessor’s right of entry
Page 130 2008 Act No. 73
(a) to inspect the premises; or
(b) to make routine repairs to, or carry out maintenance of,
the premises; or
(c) if repairs or maintenance have been made or carried out
under paragraph (b)—within 14 days after the
completion of the repairs or maintenance, to inspect the
repairs or maintenance; or
(d) to comply with the Fire and Rescue Service Act 1990 in
relation to smoke alarms; or
(e) to comply with the Electrical Safety Act 2002 in relation
to approved safety switches; or
(f) to show the premises to a prospective buyer or tenant; or
(g) to allow a valuation of the premises to be carried out; or
(h) if the lessor or agent believes, on reasonable grounds,
the premises have been abandoned; or
(i) if the lessor or agent has given the tenant a notice to
remedy a breach of the agreement that is a significant
breach—within 14 days after the end of the allowed
remedy period, to inspect to ascertain whether the tenant
has remedied the breach; or
(j) if the tenant agrees; or
(k) in an emergency; or
(l) if the lessor or agent believes on reasonable grounds that
the entry is necessary to protect the premises or
inclusions from imminent or further damage.
Example of entry in an emergency under paragraph (k)—
to make emergency repairs to the roof of the premises
(2) In this section—
significant breach, for a notice to remedy breach, means a
breach relating to any of the following—
(a) using the premises for an illegal purpose;
[s 193]
Residential Tenancies and Rooming Accommodation Act 2008
Chapter 3 Rights and obligations of parties for residential tenancies
Part 3 Lessor’s right of entry
2008 Act No. 73 Page 131
(b) the number of occupants allowed to reside in the
premises;
(c) keeping a pet on the premises;
(d) another matter, if the reasonable cost of rectifying the
matter exceeds 1 week’s rent for the premises.
193 Notice of entry
(1) The lessor or lessor’s agent may enter the premises under
section 192(1)(a) to (i) only if—
(a) the lessor or agent has given notice of the proposed
entry (the entry notice) to the tenant; and
(b) the entry notice is in the approved form; and
(c) the entry notice is given—
(i) for an entry under section 192(1)(a) if the tenancy
is not a short tenancy (moveable dwelling)—at
least 7 days before entering the premises; or
(ii) for another entry—at least 24 hours before entering
the premises.
Example for another entry under paragraph (c)(ii)—
If the lessor or agent hands the tenant an entry notice at 2.30p.m.
on a Tuesday, the lessor or agent may enter from 2.30p.m. on the
Wednesday.
(2) An entry under section 192(1)(k) or (l) may be made without
giving the tenant notice of the proposed entry.
(3) Despite subsection (1), the lessor or agent may enter the
premises under section 192(1)(b), (d) or (e) without giving the
entry notice if it is not practicable to give the notice because
of—
(a) the remoteness of the premises; and
(b) the shortage in the general area of the premises of a
suitably qualified tradesperson or other person needed to
make the repairs or carry out the maintenance.
[s 194]
Residential Tenancies and Rooming Accommodation Act 2008
Chapter 3 Rights and obligations of parties for residential tenancies
Part 3 Lessor’s right of entry
Page 132 2008 Act No. 73
(4) Also, despite subsection (1), for premises that are a site only,
or a site and a caravan, or a site and a manufactured home, in a
moveable dwelling park, the lessor or agent may enter the site
under section 192(1)(b) to carry out maintenance of the site
without giving the entry notice if—
(a) the agreement states—
(i) the frequency with which the entry is required for
carrying out the maintenance; and
(ii) the conditions under which the entry may be made;
and
(b) the entry is made under the agreement.
Ethics Act Breaches
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Ensure the appropriate use of public funds and resources:
This includes avoiding misuse of public funds, property, and facilities, and ensuring that all resources are used for the public good.
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Manage gifts, benefits, and hospitality in accordance with agency policies:
This helps to maintain public trust and avoid any appearance of impropriety.
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Be aware of potential conflicts of interest:
This includes disclosing any potential conflicts of interest and taking steps to avoid or manage them.
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Maintain professional relationships:
This includes treating colleagues, clients, and members of the public with respect and courtesy.
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Ensure appropriate community engagement:
This includes consulting with the public on policy development, raising community awareness about public issues, and responding to public concerns.
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Comply with relevant legislation, policies, and guidelines:
This includes complying with all applicable laws, awards, and agreements, as well as whole-of-government policies and standards.
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Act in accordance with agency policies:This includes adhering to the policies and values of the employing agency
DISABILITY SERVICES ACT 2006 – SECT 31 Raising and resolving grievances
DISABILITY SERVICES ACT 2006 – SECT 31
Raising and resolving grievances
31 Raising and resolving grievances
Services should be designed and implemented to ensure that appropriate ways exist for people with disability and their advocates to raise grievances about services and have them resolved
- Standard 1: Rights.
- Standard 2: Participation and Inclusion.
- Standard 3: Individual Outcomes.
- Standard 4: Feedback and Complaints.
- Standard 5: Service Access.
- Standard 6: Service Management.
Token Lip Service – Dep Housing QLD breaching own guidelines on Disabilities
Token lip service" refers to a superficial expression of support that lacks genuine commitment. Tokinism refers to the practice of making a token effort to include members of a minority group in something without any real intent to adress the underlying issues of inequality or discrimination. Lip Service means giving words of support without actually backing it up with actions. It's a form of insincere agreement or commitment. In essence, "token lip service" means someone is saying they support something, but their actions don't match their words. an action or gesture that appears to support a cause or group but is ultimately insincere and doesn't lead to any real change or action.
Housing principles for inclusive communities
People should have choice over where they live and who they live with.
Housing should not only be safe, but:
- easy to adapt to meet changing needs
- access
- navigate
- visit
- live in.
To help achieve more inclusive communities for Queenslanders, we’ve co-designed 4 housing principles:
- rights
- choice
- control
- inclusion.
Through these principles, we aim to significantly improve the lives of people with disability and older people who face greater barriers in accessing safe, accessible and affordable housing, and to ensure they have a voice in their housing and living arrangements.
While developed with people with disability and older people in mind, these principles have application for all Queenslanders when it comes to housing design and service delivery responses.
The housing principles provide practical advice for many people, including:
- people with disability
- housing and homelessness providers
- support providers
- allied health professionals
- architects and designers
- builders and construction workers.
Using these principles will help ensure that a person’s house is their home.
The 4 principles
1. Rights
People with disability and older people have the same rights to housing and assistance as people without disability and are encouraged and supported to exercise those rights.
Housing needs to:
- be designed for people across a range of ages and abilities
- allow people to ‘age in place’ and live in their home through all stages of their lives, as their needs change
- provide for family and friends to visit, regardless of their age or disability
- ensure people with disability can access the same housing opportunities as people without disability and are not obliged or coerced into a particular living or shared housing arrangement.
2. Control
People with disability and older people have different organisations providing their housing and support. This separation of provision ensures greater housing security and safeguards.
Housing needs to:
- ensure no one organisation has undue level of influence over a person’s life
- enable a person to choose their disability support provider and change their support arrangements without this affecting their housing and vice versa
- ensure residents are empowered to exercise tenancy rights over their home
- be a person’s home and not a workplace for paid service/support staff.
3. Choice
People with disability and older people have choice about where they live, who they live with, and who comes into their home and when.
Housing needs to:
- be promoted through various channels so people with disability and older people can make informed decisions about the housing solution that best meets their needs and preferences
- involve people with disability to have a say about their housing and living arrangement and exercise choice about who provides their supports and when
- reflect individual circumstances, including cultural and geographical/locational preferences
- leverage various funding sources to maximise innovative, viable and affordable housing solutions across various housing types (social housing, private rental, owner occupation and specialist disability accommodation).
4. Inclusion
People with disability and older people have access to suitable housing that is safe, accessible, provides them with pathways to independence, and enables their social and economic participation in the community.
Housing needs to:
- be a person’s home, not a facility, and reflect the overall typical design and layout that is found in the community
- be part of the community and close to transport, leisure, amenities and services creating diverse and inclusive communities
- encourage a mix of residents with and without disability within a housing development or apartment block, avoid high density of people with disability and an alternative to group home models
- use principles of Universal Design and include assistive technology where appropriate.
Consultation about the principles
In 2022, we consulted with older people, and people with disability and their families, to better understand their housing preferences.
People with disability and older people told us that they:
- want ordinary, affordable, accessible, secure and well-located housing in the same way as Australians without disability
- aspire to own their home and want greater housing choices, including affordable rental options
- support the adoption of universal housing design in new private sector developments
- want alternatives to, and pathways out of, group homes or facilities
- need assurance that they are not under threat of losing their home, and have long-term housing stability to enable them to engage with the community
- don’t want the same organisation providing both their housing (including tenancy management) and support
- want to live independently for as long as possible.
Development of the principles
We worked with Queensland Government agencies, Griffith University, National Shelter and the Queenslanders with Disability Network (QDN) to develop the principles.
The principles align with the intent of the:
- United Nations Convention on the Rights of Persons with Disabilities
- National Disability Insurance Scheme
- Australia’s Disability Strategy 2021–2031.
The principles apply to mainstream housing responses, as well as specialist disability accommodation.
While we developed the principles with people with disability and older people in mind, they can be applied to housing design and service delivery responses for all Queenslanders.
More information
- Partnering for inclusive housing with Queenslanders with disability 2024–2027
- Get housing advice and help
- Information for people with disability
Contact us
Residentical Tenancies Act download Here
Residentical Tenancies Act download Here
Rules of entry – General tenancies (Queensland)
Rules of entry – General tenancies
Rules of entry – General tenancies
The owner/manager must take reasonable steps to ensure tenants have quiet enjoyment of their rented home. This means the owner/manager must not interfere with the tenant’s reasonable peace, comfort and privacy in using the premises.
The Residential Tenancies and Rooming Accommodation Act 2008 (the Act) is the main law that governs renting a place to live in Queensland. This fact sheet contains information on how the Act applies when an owner/manager wants to enter the premises.
The owner/manager must take reasonable steps to ensure tenants have quiet enjoyment of their rented home. This means the owner/manager must not interfere with the tenant’s reasonable peace, comfort and privacy in using the premises.
However, owner/managers have the right to enter premises to inspect them and to carry out maintenance and management tasks if they follow the Act’s processes. Limits apply to entry frequency after a Notice to leave (Form 12) or Notice of intention to leave (Form 13) is issued. For more information visit our Entry to the property web page.
Can the owner/manager enter if the tenant is not present?
Tenants do not have to be present for an entry unless it is a condition of an agreed entry. However, the RTA recommends the owner/manager enters at a time the tenant can be present.
What if the tenant doesn’t want the owner/manager to enter?
If a tenant doesn’t want the property manager/owner to enter, it’s important that they contact them before the planned entry to try and resolve the issue.
If a tenant refuses entry and a resolution cannot be reached, the property manager/owner can try to resolve the dispute using the RTA’s free dispute resolution service or submit an urgent application to the Queensland Civil and Administrative Tribunal (QCAT).
For what reasons can the owner/manager enter?
The owner/manager can enter the premises for reasons set out in the Act (refer to table). Notice must be given in writing on a form called an Entry notice.
The owner/manager can enter at any time without notice if the tenant agrees, but only at the time agreed to by the tenant.
The owner/manager can also enter at any time without notice in an emergency, or if there are reasonable grounds to believe entry is necessary to protect the premises from damage.
The amount of notice the owner/manager must give depends on the reason for entering the premises.
Reason | Notice required |
---|---|
To inspect | 7 days |
To carry out repairs or maintenance | 48 hours |
To check repairs or maintenance has been completed as requested | 48 hours |
To check the tenant has fixed a significant breach* after being given a Notice to remedy breach (Form 11). Entry is limited to two weeks of the expiry of the Form 11 | 48 hours |
To comply with smoke alarm laws | 48 hours |
To comply with safety switch laws | 48 hours |
To carry out repairs where the premises is remote and there is a shortage of qualified repairers | None |
To show a prospective tenant or purchaser the premises | 48 hours |
To carry out a valuation | 48 hours |
To check if the premises are abandoned** | 48 hours |
* Significant breach is a breach relating to any of the following:
- using the premises for an illegal purpose
- exceeding the number of occupants allowed
- keeping a pet on the premises without the owner/manager’s permission, or
- another matter, if the reasonable cost of rectifying the matter exceeds one weeks rent for the premises.
** For more information, see the Lease break, abandonment and goods left behind fact sheet.
What if the owner/manager is looking for another tenant or wants to sell the premises?
An owner/manager can only enter to show the premises to a prospective tenant:
- a Notice to leave (Form 12) was given to the current tenant
- the current tenant gave a Notice of intention to leave (Form 13) to the owner/manager.
An Entry notice must also be given allowing 48 hours notice of the entry.
An owner/manager may only enter the premises to show a prospective purchaser if a Notice of lessor’s intention to sell premises (Form 10) was issued before, or with, the Entry notice.
An owner/manager can only hold an open house or on-site auction if the tenant agrees in writing.
To help protect the privacy of tenants, photos showing a tenant’s possessions, for example in advertising, can only be used if the tenant agrees in writing.
There are privacy considerations and notice periods that must be observed in the event that a tenant ends their agreement due to Domestic and Family Violence reasons.
Entry by selling agent
The selling agent must give an Entry notice allowing 48 hours notice of the entry.
If the tenant does not know the selling agent, they can request written evidence of their appointment from the owner/manager before they agree to entry. Where an agent is not the renting agent, they must give an Entry notice to the tenant and a copy to the renting agent. They must also give the renting agent a copy of the Notice of lessor’s intention to sell premises.
Are there any limits to entry?
- If a property manager/owner serves a Notice to leave (Form 12), or if a tenant/resident issues a Notice of intention to leave (Form 13), a property manager/owner cannot enter the property more than 2 times within a 7-day period.
- The following grounds for entry are not subject to an entry limit during the 7-day period:
- by mutual agreement with a tenant
- to comply with the Fire Services Act 1990 in relation to smoke alarms
- to comply with the Electrical Safety Act 2022 in relation to approved safety switches
- if a property manager/owner reasonably believes that entry is necessary to protect the premises or its contents from imminent or further damage.
- The following grounds for entry are not subject to an entry limit during the 7-day period:
- The owner/manager can only enter the premises on a Sunday, public holiday, or between 6pm and 8am with the tenant’s agreement.
- The owner/manager renting or selling the premises must specify on the Entry notice a two-hour time period during which they intend to enter the premises. The owner/manager must enter the property during the stated two-hour period. They can stay in the property past the end of the two-hour period to complete the job. This does not apply to entry by other people such as tradespeople or valuers, alone or with the owner/manager.
- The owner/manager must not allow a prospective buyer to enter the premises unaccompanied, unless the tenant agrees.
- General inspections cannot take place more than once every three months, unless the tenant agrees. The owner/manager and tenant may also agree to less frequent inspections.
- For entry to show the premises to prospective purchasers or tenants, reasonable time must have elapsed since the last entry for the same reason.
Are the rules different for moveable dwellings?
Except for the following situations, the entry rules are the same for moveable dwelling tenancies:
- The owner/manager for a moveable dwelling tenancy in a moveable dwelling park may include a term in a tenancy agreement stating when and how they may enter the site only to carry out maintenance (e.g. to mow the lawn). When this occurs as per the agreement, an Entry notice is not needed.
- The owner/manager for a short tenancy (moveable dwelling) may enter to inspect the premises giving 48 hours notice via an Entry notice.
How can the tenant dispute an entry?
If the tenant feels their right to quiet enjoyment of the premises is being breached, they should start by discussing this with the owner/manager. If this is unsuccessful, the tenant can give a Notice to remedy breach (Form 11) to the owner/manager.
Either party can request tenancy dispute resolution online via RTA Web Services, or by submitting a completed paper Dispute resolution request (Form 16) to the RTA. Conciliators at the RTA are impartial and do not advocate for either party. They guide the conciliation process but cannot make a decision on the outcome of the dispute.
Important: Help is available for customers who are unable to use RTA Web Services or post. Please call us on 1300 366 311 if you require urgent help to submit a Dispute resolution request form. Your options will be discussed on a case by case basis.
If disputing parties cannot reach agreement through conciliation, a Notice of unresolved dispute will be issued. The person who lodged the initial dispute resolution request may choose to apply to the Queensland Civil and Administrative Tribunal (QCAT) for a decision. Parties can also apply to QCAT for an urgent matter (as listed in the Act).
Further information
For more information contact the Residential Tenancies Authority.
Accessing RTA forms
The RTA’s forms can be obtained electronically or in person by contacting us
Can a landlord or agent be sued for negligence?
Can a landlord or agent be sued for negligence?
Can a tenant sue an agent or landlord for negligence? In a word – yes. Read on to find out more…
Negligence. It’s a word that doesn’t have a nice ring to it. It’s kind of ominous – and for good reason. If a tenant is using the words ‘negligence’ or ‘negligent’ when referring to their landlord or property manager, they aren’t paying a compliment. There’s actually a good chance that the person to whom they are referring will be the one paying – not compliments but potentially compensation.
Let’s dig deeper…
So just what is negligence?
Put simply, negligence is when someone owes you a duty of care but has failed to act according to a reasonable standard of care and this has caused you injury. The negligent behaviour can be a result of either an act or a failure to act.
Yes, it sounds like legal-speak but it’s also insurance-speak. Why? Because negligence is tied to liability and legal liability is something that you can often protect against with insurance.
So what’s legal liability then?
Liability is basically a person’s obligation or responsibility, under law, to compensate another person if their negligence led to that other person suffering a loss, such as an injury or damage to their property.
When it comes to rental properties, both landlords and agents have a duty of care to protect others from loss. Duty of care means ‘an obligation to take reasonable care to avoid foreseeable harm to another person on their property’.
Landlords owe a duty of care to their tenants and to anyone else who is on their property, such as guests of the tenant, tradies or even the grocery delivery person. Where agents are concerned, they have a duty of care to their landlord clients in addition to tenants and visitors of the property. Heads up! Tenants also have a duty of care to anyone present on the property. It’s called occupiers’ liability and tenants should take out insurance to protect themselves.
What are the landlord’s/agent’s obligations?
The duty of care owed by the landlord to tenants and anyone invited on to the property relates to ensuring that the property is safe.
The landlord and/or agent may be held legally liable if an injury or death occurs, or a person’s property is damaged or lost, as a result of the landlord’s failure to ensure the rental premises are safe. An agent may also be held liable if it is found that they were negligent in their duties too, for example by not notifying the landlord of a safety issue at the premises or failing to make it safe.
Landlords and agents have a responsibility to ensure that the rental meets applicable state health and safety laws. This means landlords must take reasonable care to avoid foreseeable risk of harm to their tenants and others at the property.
Each state and territory has safety requirements that must be met. While the legislation in each jurisdiction may differ (always refer to your state or territory law for specifics), in general obligations include ensuring:
- electrical safety
- working smoke alarms
- gas safety
- the structural integrity of the building
- windows and balcony safety
- working locks and security devices
- pests and vermin are eliminated (if present at the start of the tenancy)
- health-threatening issues such as rising damp or mould are promptly rectified (if the landlord is responsible for its presence – see our article)
- swimming pool and spa safety.
Further state-specific requirements that must be met relate to building standards, fire safety standards, anchoring furniture, blind and curtain safety and maintaining appliances.
In addition, landlords and agents have an obligation to arrange for urgent repairs necessary to avoid exposing a person to risk of injury.
Tenants also have some responsibilities. They must ensure the rental property remains a safe environment by:
- not creating hazards by their actions
- alerting the landlord or agent (usually in writing) to any safety issues around the home as soon as possible.
So what makes a landlord or agent negligent?
When it comes to negligence, the landlord’s duty of care includes responsibility for:
- defects that existed at the time the tenancy commenced or was renewed, and
- defects of which the landlord knows or ought to have known that arose during the term of the tenancy.
A landlord or their agent can be found liable for tenant injury at the rental property if the injury is the result of a dangerous condition or state of disrepair at the premises:
- which had not been identified because the landlord or agent failed to conduct regular inspections, or
- which they were warned of but failed to properly rectify within a reasonable time.
It should be noted that the landlord will not generally be held liable for injuries that are caused by a defect, hazard or condition that they did not know about and could not have reasonably known about.
What should landlords do?
What happens if the landlord is negligent?
If a landlord or agent breaches their duty of care, the person who suffered a loss has avenues for recourse (legal remedies to recoup losses). Depending on the applicable circumstances and legislation, the tenant may be able to withhold rent, pay for repairs and deduct the cost from their rent or terminate the lease. Or they may haul the landlord or agent before a tribunal or court. They may sue the landlord or agent for negligence.
If the actions or inaction of a landlord and/or agent results in a tenant or another person on the premises being injured or having their property damaged, the landlord and/or agent may be required to compensate the person who suffered a loss.
Claims for legal liability (also known as public liability or liability to others) can range from a few hundred dollars to millions. The compensation will generally reflect the severity of the injury suffered.
Landlords may also have grounds to pursue their agent for negligence if they suffer a loss as a result of their agent’s action or inaction.
If found negligent, the landlord and/or agent is likely to be ordered to pay compensation. They may also be required to pay the claimant’s legal costs in addition to their own.
How can landlords and agents protect themselves?
Negligence can take many forms and can sometimes lead to costly legal disputes between landlords, agents and tenants. That’s why landlords and agents need to understand their legal obligations and potential risks.
It’s also why it’s important to protect yourself with the right insurance policy.
For property owners, a landlord insurance policy should include cover for legal liability.
Legal liability insurance provides the policyholder with protection against claims resulting from injuries and damage to people and/or property. The policies cover both legal costs and any payouts for which the policyholder would be responsible if found legally liable.
At EBM RentCover, our landlord insurance policies offer legal liability cover ranging from $20 million (ShortTerm) to $30 million (Platinum, Ultra and Householders).
For agents, in addition to any agency public liability cover, ensuring that you have adequate professional indemnity (PI) insurance is a wise move (our colleagues at EBM Insurance & Risk can assist agents with their insurance needs). PI is designed to protect agents against legal costs and any claims for damages from third parties which could arise from an act, omission or breach of professional duty in the course of their business.
While the best way to avoid a legal battle is to understand and uphold your duty of care, it’s also imperative to protect yourself with insurance.
*While we have taken care to ensure the information above is true and correct at the time of publication, changes in circumstances and legislation after the displayed date may impact the accuracy of this article. If you need us we are here, contact 1800 661 662 if you have any questions.
Disability Breaches DISABILITY SERVICES AND INCLUSION ACT 2023
The Disability Service Plan 2023-2026 is our plan to deliver meaningful action for the inclusion of Queenslanders with disability in the work that we do. Our plan has been developed to align with Queensland’s Disability Plan 2022-2027: Together, a better Queensland and draws on the priorities of people with disability.
https://www.austlii.edu.au/cgi-bin/viewdoc/au/legis/qld/consol_act/dsa2006213/s26.html
DISABILITY SERVICES AND INCLUSION ACT 2023 (NO. 107, 2023) – SECT 3 Objects of this Act
DISABILITY SERVICES AND INCLUSION ACT 2023 (NO. 107, 2023) – SECT 3
The objects of this Act are to:
(a) in conjunction with other laws, give effect to the Convention on the Rights of Persons with Disabilities; and
(b) provide funding, outside of the National Disability Insurance Scheme, to persons that provide supports and services for the benefit of people with disability, their families and carers; and
(c) advance the inclusion and social and economic participation of people with disability; and
(d) support people with disability to exercise choice and control in matters that affect their lives, including by participating in the development and review of policy and programs; and
(e) promote respect for the inherent dignity, difference and individual autonomy of people with disability and raise community understanding of barriers to the inclusion and participation of people with disability on an equal basis; and
(f) protect the rights of people with disability who receive supports or services from persons funded under this Act, including by:
(i) setting compliance standards that align with contemporary practice; and
(ii) requiring persons providing such supports or services to implement and maintain appropriate complaints management and resolution systems and incident management systems; and
(g) promote national consistency, coordination and accessibility of supports and services for people with disability; and
(h) support people with disability to access supports or services that:
(i) are safe and provided in a way that does not expose people with disability to violence, abuse, neglect or exploitation; and
(ii) are locally available (including in rural and remote communities) and provided in a manner that is timely, effective and innovative; and
(iii) to the extent possible, are integrated with services generally available to other members of Australian society; and
(iv) to the extent possible, provide continuity of support and services for people with disability; and
(v) assist people with disability to meet the daily and lifetime norms of other members of Australian society; and
(vi) meet the needs of people with disability who experience compound disadvantage, including as a result of being an Indigenous person or as a result of a person’s age, sex, gender identity, sexual orientation, intersex status, ethnicity, religious belief or cultural or linguistic background, socioeconomic status or experience of past trauma; and
(vii) respect the privacy of people with disability; and
(viii) provide accurate and sufficient information about the supports and services available and the quality of those supports and services; and
(ix) increase the independence and wellbeing of people with disability; and
(x) provide meaningful opportunities for employment, education and development for people with disability; and
(xi) support people with disability to participate in Australian society on an equal basis to other members of Australian society; and
(i) in conjunction with other laws, give effect to certain obligations that Australia has as a party to:
(i) the International Covenant on Civil and Political Rights done at New York on 16 December 1966 ([1980] ATS 23), as amended and in force for Australia from time to time; and
(ii) the International Covenant on Economic, Social and Cultural Rights done at New York on 16 December 1966 ([1976] ATS 5), as amended and in force for Australia from time to time; and
(iii) the Convention on the Rights of the Child done at New York on 20 November 1989 ([1991] ATS 4), as amended and in force for Australia from time to time; and
(iv) the Convention on the Elimination of All Forms of Discrimination Against Women done at New York on 18 December 1979 ([1983] ATS 9), as amended and in force for Australia from time to time; and
(v) the International Convention on the Elimination of All Forms of Racial Discrimination done at New York on 21 December 1965 ([1975] ATS 40), as amended and in force for Australia from time to time.
Note: The text of a Convention or Covenant could in 2023 be viewed in the Australian Treaties Library on the AustLII website (http://www.austlii.edu.au).
Complaints to Housing QUEENSLAND
Complaints and compliments
We welcome your complaints, compliments or any feedback that will help us improve our services. We are committed to effectively handling customer complaints in a timely and professional manner.
Compliments
If you would like to compliment us on something we’ve done well, you can:
- send us your compliment by using the Queensland Government complaints and compliments online form.
- call 13QGOV (13 74 68) within Australia
- contact the relevant area of the department directly.
For compliments about Housing and Homelessness Services, contact your nearest Housing Service Centre.
Customer complaints
If you are dissatisfied about the services or actions of the department or our staff, and you are directly affected by what has occurred, you can make a complaint by:
- calling 13QGOV (13 74 68)
- submitting a complaints and compliments online form
- contacting the relevant area of the department directly.
For complaints about Housing and Homelessness Services or a housing tenant, contact your nearest Housing Service Centre.
Find out more in our Customer complaint management policy (PDF, 490.16 KB).
Making a customer complaint
If you have a complaint or a concern, there are some steps you can take to help us help you.
- Go local first: Many concerns can be resolved quickly and easily by speaking with local staff.
- Act quickly: Please tell us about the problem as soon as possible. The earlier you tell us, the sooner we can act.
- Make your complaint clear: To help us assess and manage your complaint, please give us as much information as possible, including how we can contact you, details of the issue you are unhappy about, the outcome you are seeking and any supporting information or important dates.
We can help by:
- providing an interpreter if you have language difficulties or are visually or hearing impaired
- supporting you to use a support person/advocate
- letting you know where you can get further help and information.
If we cannot help you with your complaint we will give you advice about where to get help.
Anonymous complaints
We will accept anonymous complaints; however, we may find it difficult to thoroughly assess or respond to the complaint if there is not enough detail.
In this situation, we may not be able to fully assess the complaint. For this reason, we encourage you to provide your contact details.
How we action complaints
If you make a complaint, we will:
- treat it seriously and action it promptly
- consider human rights as part of the handling of your complaint
- provide reasonable assistance to you
- handle your complaint in a way that is culturally appropriate and responsive to any special needs you may have
- not victimise you
- attempt to resolve your complaint within the local area, in most instances
- deal with your complaint according to the seriousness, frequency and consequences of the complaint
- keep your details confidential as far as possible
- give you timely feedback about your complaint.
We will not accept complaints about matters that:
- the department, another department or agency, a court or a tribunal has already dealt with or is currently dealing with
- are impractical to investigate
- appear to concern frivolous matters or appear to have been made vexatiously.
Complainant rights and responsibilities
When you make a complaint to the department, you have a right to:
- be treated with respect and courtesy
- have your privacy, confidentiality and human rights protected and respected
- have access to information held about you (where this is lawful)
- access the assistance you need to make a complaint, such as interpreting services
- have another person of your choice to support you and speak on your behalf (you will need to sign a form giving your permission)
- be kept informed and consulted during the complaint handling process
- be given clear explanations about what can and cannot be done to resolve the complaint
- be informed about what review rights may be open to you if you disagree with the outcome decision.
You have a right to make a complaint to the department. However, you also have responsibilities as a complainant to:
- be respectful and understand that unreasonable conduct will not be tolerated by departmental staff
- clearly outline what the problem is, what you are unhappy about and your desired outcome
- provide all relevant information and update us if anything changes
- respond to our requests for information within the dates we provide
- understand that, if the complaint is complex, it can take time to assess, manage and finalise
- understand that, in certain circumstances, the department may decline to deal with the complaint (e.g. the complaint lacks merit or the situation being complained about happened more than 12 months ago)
- meet the terms of any management strategies imposed by the department because of unreasonable conduct.
The department may not proceed with your complaint if your conduct is unreasonable.
Privacy and your personal information
In the course of investigating and taking action in response to complaints, personal information will be collected and handled in accordance with the 11 Information Privacy Principles in the Information Privacy Act 2009 (Qld).
Documentation relating to complaints is stored on a file which is retained in locked storage. Information relating to complaints is accessible only by those staff members whose duties require them to deal with the information.
If you are unhappy with the outcome
If you are unhappy with how your complaint has been dealt with or the outcome of your complaint, you can request an internal review. You have 20 business days to request an internal review after you receive the outcome of your complaint.
If you are still unhappy after the internal review, you can ask for an external review from an authority such as the Queensland Ombudsman or the Queensland Human Rights Commission.
Customer complaint management policy
Corrupt conduct and public interest disclosures
For specific information about public interest disclosures (including complaints involving suspected corrupt conduct), read our:
- Public interest disclosure policy (PDF, 501.68 KB)
- Public interest disclosure procedure (PDF, 499.34 KB)
- Public interest disclosure management program (PDF, 157.08 KB)
- Corrupt conduct prevention policy (PDF, 563.57 KB)
- Corrupt conduct prevention procedure (PDF, 552.5 KB)
- Section 48A policy (PDF, 292.2 KB)
For complaints about alleged fraud and/or corruption, contact Integrity Services Unit, Corporate Services, via:
- postal address: GPO Box 690, Brisbane Qld 4001
- phone: (07) 3109 4863
- email: integrityservices@housing.qld.gov.au.
Please don’t submit general complaints and compliments to the Integrity Services Unit. Submit these via the details in the above contact box on this page.
Reporting
Between 1 July 2023 and 30 June 2024, the department received 256 customer complaints.
Of these complaints:
- 113 resulted in further action
- 143 resulted in no further action.
Public Sector Ethics Act 1994 QUEENSLAND
Breaches of the Public Sector Ethics Act 1994 Queensland by Housing Queensland, QBuild and various contractors employed and retained that have attended 69 Alice Street Biggenden during the current renovations.
[s 1] Public Sector Ethics Act 1994 Download here
Act-1994-067
Part 1 Preliminary
Current as at 1 July 2014 Page 5
Public Sector Ethics Act 1994
[as amended by all amendments that commenced on or before 1 July 2014]
An Act about public sector ethics and conduct
[s 5]
Public Sector Ethics Act 1994
Part 3 Ethics values
Page 6 Current as at 1 July 2014
• promoting the public good
• commitment to the system of government
• accountability and transparency.
Part 3 Ethics values
Division 1 Nature, purpose and application of
ethics values
5 Nature, purpose and application of values
(1) In recognition of the ethics principles, ethics values are to
apply to public service agencies, public sector entities and
public officials.
(2) The values mentioned in division 2 are the ethics values for
public service agencies, public sector entities and public
officials.
(3) The ethics values are intended to provide the basis for codes
of conduct for public service agencies, public sector entities
and public officials and are not of themselves legally
enforceable.
Division 2 The ethics values
6 Integrity and impartiality
In recognition that public office involves a public trust, public
service agencies, public sector entities and public officials
seek to promote public confidence in the integrity of the
public sector and—
(a) are committed to the highest ethical standards; and
[s 7]
Public Sector Ethics Act 1994
Part 3 Ethics values
Current as at 1 July 2014 Page 7
(b) accept and value their duty to provide advice which is
objective, independent, apolitical and impartial; and
(c) show respect towards all persons, including employees,
clients and the general public; and
(d) acknowledge the primacy of the public interest and
undertake that any conflict of interest issue will be
resolved or appropriately managed in favour of the
public interest; and
(e) are committed to honest, fair and respectful engagement
with the community