Powerlink is committed to promoting and maintaining a culture that supports open and honest dialogue. We encourage and respect complaints from both internal and external sources for the insights they may provide to the way Powerlink performs and operates its business. This helps us ensure high standards of compliance and ethics.
GENERAL COMPLAINTS
Complaints related to our day to day business, and are considered 'operational' in their nature. These operational complaints relate to an expression of dissatisfaction with the way we are operating, and usually relate to aspects of managing our network across Queensland and how this impacts on customers and communities.
Complaints in relation to Powerlinkâs activities can be raised directly:
- by contacting our free call number on 1800 635 369 (during office hours)
- via our Contact Us page
- verbally to a Powerlink representative
- in person at a Powerlink site
- through correspondence received in the mail to
33 Harold Street Virginia QLD 4014 or
PO Box 1193 Virginia QLD 4014.
PRIVACY-RELATED COMPLAINTS
You can make a privacy related complaint by contacting the Powerlink Privacy Officer at [email protected]. If you are not satisfied with our response, you may also complain to the Office of the Australian Information Commissioner who is an impartial third party. They can be contacted on 1300 363 992 or by email at [email protected].
ALLEGATIONS OF WRONGDOING / MISCONDUCT / CORRUPTION OR FRAUD
Complaints that relate to allegations of wrongdoing including conduct involving criminal (e.g. fraud or stealing), fraudulent, dishonest or unethical behaviour (e.g. breaches of our Code of Conduct) may also be raised.
A whistleblower refers to a person who makes a complaint about wrongdoing.
Reports can be made confidentially or anonymously. We encourage the reporting of wrongdoing and we seek to support and provide appropriate protections for people making complaints, and also those who are the subject of complaints. We are committed to ensuring that the rights of anyone who reports wrongdoing in good faith are protected.
We have an integrity hotline available to provide a safe and independent mechanism to report any concerns involving Powerlink Queensland.
It is managed by an independent company which specialises in providing such services. The company accepts anonymous reports and is contractually bound not to share an individual's personal details with Powerlink Queensland without permission from that individual.
Contact the integrity hotline:
- By phone freecall: 1800 490 708
- By email: [email protected]
IMPORTANT INFORMATION
It is important to note, an anonymous complaint will be treated in the same way as a complaint made by someone who identifies themselves. However, anonymous complaints may be more difficult to investigate, seek clarification or more information on, or to provide the discloser with feedback. For this reason, it is preferable for anonymous complaints to include sufficient information to allow the matter to be properly investigated.
Powerlink will also recognise complaints made direct to other eligible recipients under relevant laws.
Powerlink will follow the established process for managing Public Interest Disclosures (PID) as defined under the Public Interest Disclosure Act 2010 (Qld), and Protected Disclosures (PD) under the Corporations Act (Cth) or Taxation Administration Act (Cth). Powerlink will consider all complaints made, will act fairly in doing so, and will strive to ensure appropriate outcomes according to our high standards of business integrity.
A full copy of relevant procedures can be requested via the Contact Us page on this website or by calling 07 3860 2111.