QCCT encourages and welcomes complaints as opportunities to listen, resolve issues fairly, and improve. This policy explains how to raise a complaint (telephone, email, online, in person, or in writing), how QCCT acknowledges formal complaints within five working days, and who investigates them. It sets expectations for respectful treatment of complainants, impartial investigation, documentation, and timely resolution, with appropriate confidentiality and protections for whistleblowers.

Where a complaint concerns serious misconduct or potential illegality (e.g., child safety, fraud), QCCT will inform the Board and refer matters to relevant authorities. If a complainant is dissatisfied with the outcome, the policy provides an external escalation path via the ACFID Code of Conduct Committee.