Anybody has the right to express any complaints or grievances they may have with the Corporation or the services with which they are provided. The Port of Townsville aims to ensure any complaints received are addressed promptly and effectively, in accordance with our complaints handling procedure. Any complaints received are treated confidentially, taken seriously, and appropriately investigated.

Complaints or reports relating to suspected fraud or misconduct are to be made using the ‘Report of Suspected Fraud or Corruption Form’ located under the Corporate Governance section of this website.

TPA-Complaints_Handling_Policy.pdf (40.76 KB)

How do I make an official complaint?

Complaints should be made in writing to the Public Affairs Officer by post, fax, email, or by using the website form. All complaints received are entered into an official complaints database.

What information should I provide?

You are encouraged to provide as much information as possible about the matter, to ensure all details and issues are followed up.

You are required to provide your name and contact details, to enable us to keep you informed of the progress of our investigation. However, if you cannot personally lodge a complaint, you may authorise a third party to do so on your behalf.

Who oversees the database?

Complaint follow up is directed by our Public Affairs Officer to the appropriate manager/officer, who then investigates and reports on the matter.

How are complaints investigated?

All matters are promptly investigated by the appropriate manager/officer, who is then required to report on the matter. This report forms the basis of our response to you.

Exactly how the investigation is carried out depends on the nature of the complaint. Investigations could involve anything from meeting with organisations, monitoring a site, or referring the matter to an appropriate agency.

Will I be informed of the outcome?

Yes. You will be kept informed of all developments, the outcome of the investigation, and any follow up action that might occur.

An acknowledgement of the complaint will be sent within 3 working days of its receipt. In most cases the complaint should be resolved within 15 working days of receipt. If this is not possible, an update will be provided to the complainant as soon as possible specifying the likely time frame for resolution.

What if the matter occurs again?

If the problem persists, make contact with us again so the complaint can be properly logged and addressed.

What if I am not happy with your response?

We take all complaints very seriously and aim to appropriately investigate and report on complaints.

If you are not satisfied with our response, please put your concerns in writing to us.