Customers are encouraged to contact the RTA if something has not gone to plan, or if you are having trouble using any of our products or services. We will try our best to fix the problem or provide the relevant information.

You can get in touch with the RTA’s Contact Centre for all general enquiries. You can also use our customer feedback form to submit general feedback to help improve our services (rather than submit an official complaint).

The RTA is not able to investigate complaints that are:  

• submitted anonymously and do not contain sufficient information
• outside of our jurisdiction, such as complaints about Queensland Civil and Administrative Tribunal (QCAT) case outcomes or bond loans
• impractical to investigate, such as cases where the records are no longer available because they have been removed according to legislative requirements and timeframes
• about incomplete investigations cases
• are unreasonable or offensive in their content.

If you have provided contact details, the RTA will respond to let you know if we are unable to investigate your complaint. If the complaint is outside of our jurisdiction, where possible, we will provide details of the best organisation or department to approach. 

Yes. If you would prefer not to use this online form, you can submit a complaint to the RTA by:

• downloading a paper version of the form and emailing the completed form to feedback@RTA.qld.gov.au
• downloading a paper version of the form and posting the completed form back to the RTA at GPO Box 390, Brisbane Q 4001
• calling the RTA’s Contact Centre or visiting our Brisbane office - our staff will will assist you with submitting your complaint
• calling the RTA to request a paper copy of the form to be mailed to you, and completing the form and posting it back to the RTA.

The RTA will only use your information to process your complaint request. Information about how the RTA protects customer privacy is detailed on our privacy plan. Any information provided as part of the complaint process will be confidential.

Your personal information will not be disclosed to any other person or organisation unless:

• you have given consent to have the information released. If the RTA needs to share your information with another party to resolve an issue, you will be advised of this and we will not share your details unless you give us permission
• the RTA is required to do so by law or is authorised to do so under law
• there are grounds to believe disclosure will prevent a threat to life or health.

Making a complaint about the RTA will not affect or disadvantage you from accessing or using our products or services in the future.

You can choose to make a complaint on your own, jointly with someone else, or to have another person act on your behalf.

The RTA can also help you to lodge a complaint and you can call our Contact Centre for assistance. We have translation services for customers who require an interpreter. We also have services for customers who are deaf or have hearing or speech impediments.

Yes. However if you lodge a complaint on behalf of someone else, we will request the contact details of the complainant, so we can respond to them directly.

If you provide a letter of authority or Power of Attorney documentation, confirming that you are acting on behalf of the complainant, we will respond to you instead. If these documents are not already on record with the RTA, you can email them to bonds@rta.qld.gov.au.  

If you believe the RTA has not given your complaint due consideration or has not responded to the complaint with an appropriate outcome, you may request an internal review.

You must wait until a response has been issued to the original complaint and the case is closed before an internal complaint can be requested.

The RTA will provide you with details of how to request an internal review when we respond to your complaint

Internal reviews will not be available to all complaints. Anonymous or inappropriate complaints, or complaints outside of the RTA’s jurisdiction, are not eligible for an internal review.

For a review to be considered, you will need to:

• inform the RTA why you believe the initial outcome was the wrong decision
• provide the previous case number and confirmation of up-to-date contact details
• submit any new information or documentation not previously provided.

If an internal review is available, your case will be assigned to an officer who was not involved in the management of your initial complaint.

If you are still unhappy with the RTA’s response, you may take the matter to the Queensland Ombudsman for review.

The officers managing your complaint will send you an acknowledgment via email, if you have provided an email address. This will include a case reference number. If you did not provide an email address but have given us a postal address, we will send you a letter of acknowledgement with a case reference number.  

If you require information at any time after this, you can email clientsupport@RTA.qld.gov.au or call the RTA.

You can withdraw a complaint at any time. Please contact the RTA to let us know if you would like to withdraw your complaint.