Government welcomes recommendations for QFD complaints system

• An independent review of the Queensland Fire Department’s (QFD) complaints management system has been completed.
• Thirty-four recommendations have been made in the final report and support the Department’s continued focus on ensuring a safe and respectful workplace for staff and volunteer members.
• Workforce wellbeing will remain the priority as an implementation plan is delivered and monitored by an independent person. 

In December 2023, QFD’s executive leadership team proactively engaged an independent third-party, Prominence Consulting, to undertake an external review of its complaints management system, report on its findings and make recommendations for improvement.

The report details 34 recommendations under the themes of: leadership, management and culture; governance and performance; policy and process; people; training and education; and technology, data and reporting. QFD accepts in principle all but one recommendation, which is inconsistent with the Public Sector Act 2022.

QFD has accepted in-principle 33 recommendations and will develop an implementation plan.

Implementation will be overseen by Kristen Hilton who chairs the Emergency Services Champions of Change Network and is a former Equal Opportunity Human Rights Commissioner.

Ms Hilton brings decades of legal, regulatory, policy and advocacy experience to this program of work.

She has led major independent reviews into sexual harassment and discrimination in Victoria Police, the review into Equality and Diversity in Victoria’s Fire Services and a multi-year inquiry into workplace equality in Ambulance Victoria.

Quotes attributable to Minister for Fire and Disaster Recovery Nikki Boyd:

"I have been clear and the Commissioner has been clear. We will not tolerate behaviour that doesn’t uphold QFD’s values. The vast majority of QFD staff and volunteers are good people who want to do good things for Queensland communities and keep them safe.

"That’s why we need a strong complaints system to deal with the minority who don’t uphold our values and a strong system of support for victims that encourages them and by-standers to speak up. 

"This report follows an extensive, external independent review. I am pleased to advise the Department has immediately commenced development of an implementation plan, demonstrating the value it places on its people and continual improvement.

"Kristen Hilton will ensure the proper implementation of QFD’s plan and Ms Hilton will be able to consider any related matters that arise during implementation to ensure the Complaints Management System is fit for purpose."

Quotes attributable to QFD Commissioner Steve Smith:

"The decision to engage external expertise to review our complaints management system was driven by the goal of ensuring we have a system that is contemporary, fit-for-purpose and meets the needs of a large and geographically-dispersed workforce. Our first task is the development of an implementation plan and that work will commence immediately.

"Broadly, we have already identified areas for further exploration in the implementation plan including: reviewing resourcing of the system and workflows; the delivery of regular complaints management training and mentoring; identifying opportunities to enhance policies, procedures and response processes to improve outcomes; more focused case management; enhanced governance; streamlined reporting; and investigating options for better ICT systems to support case management.

"The dawn of a new Department is the right time for us to re-balance our priorities with a greater focus on prevention, rather than management, of complaints. It is an opportunity for us to not only enhance the system and achieve a best-practice model, but also to assure our people that they can have confidence in how complaints are managed.

"My clear intent is that QFD provides a caring, connected and supportive workplace for the exceptional people who make this Department what it is. That is what we strive to live up to every day and what we stand for."

Quotes attributable to Kristen Hilton:

"A strong complaints system helps strengthen culture. 

"I look forward to overseeing QFD’s implementation of these recommendations to ensure there are robust systems in place that support victims and hold perpetrators to account."

The report and QFD’s response can be found at: https://www.fire.qld.gov.au/about-us/corporate-knowledge-centre/reports-plans-and-reviews

Media:  0427 475 089