Complaints & Internal Review

Complaints

The North Queensland Land Council always does its best to act in a fair and appropriate manner. We understand that there may be instances that people may be unhappy with a decision we make, with some of the things we do or don’t do, and/or with the behaviour of our staff.

Our members and the public have the right to make a complaint about any of these things, and we will do our best to suitably respond to and resolve the issue.

If our staff are unable to assist you in settling your complaint directly, it will go to our Chief Executive Officer, Chairman and Board to review.

Complaints Process

1. Talk to the NQLC Chief Executive Officer, staff, or their managers to see if the problem can be resolved quickly and easily.
2. If the issue has not been resolved, put the complaint in writing to the Chief Executive Officer. The NQLC will keep a record of the complaint, and follow through with an investigation.
3. The relevant people within the NQLC (Chair, Board, Chief Executive Officer, or senior managers) will look into the complaint. If appropriate, action will be taken to respond to the complaint.
4. The NQLC will write to the person making the complaint, and explain how it was investigated, and what action was taken.

Internal Review

Under section 203BI of the Native Title Act 1993 (NTA) NQLC has an internal review function. If you are affected by a decision or action taken by NQLC in relation to its functions under the NTA and you are not satisfied with that decision or action you can request an internal review of the matter.
To initiate an internal review you must, within 28 days of being notified of the decision or action, write to the Chief Executive Officer requesting a statement of reasons for the decision or action. The CEO will provide the statement of reasons and if you are not satisfied by those reasons you may seek an internal review. If you seek an internal review the CEO will appoint an internal reviewer to investigate the matter and report back. The CEO will provide you with the outcomes of that investigation within three months of your review request. If you are not satisfied with the outcome of the review you have a right under s203FB of the NTA to seek a external review through the Department of Prime Minister and Cabinet.

Complaints should be marked ‘Confidential’ and either emailed to cservices@nqlc.com.au or posted to:
Chief Executive Officer
North Queensland Land Council
PO Box 679
CAIRNS NORTH QLD 4870

The contents of this website are provided as general information only. The North Queensland Land Council Native Title Representative Body Aboriginal Corporation (NQLC), and its members, employees and agents accept no liability for and give no undertakings, guarantees or warranties concerning the accuracy, completeness or fitness for purpose of the information provided.

The contents of this website are not intended to be, nor should they be, relied upon as a substitute for legal or other professional advice. No reliance should be placed on the information provided when making a decision affecting your own interest.

This website contains links to other websites. Those links are provided for convenience only and may not remain current or be maintained. The NQLC is not responsible for the content or privacy practices associated with those linked websites.

All intellectual property rights in this website, including design, text, graphics, logos, icons, sound recordings and all software relating to this website, unless otherwise stated, belong to or are licensed by the NQLC. Apart from any use as may be permitted under the Copyright Act 1968 (Cth), not part may be reproduced without the prior written consent of the NQLC.

All intellectual property rights in any cultural information, narratives and images used in this website, including, pictures, photographs and sound recordings, unless otherwise stated, remain the property of the native title holders and claimants of the North Queensland Land Council region, represented by the NQLC. No information, narratives or image may be reproduced or copied without the prior express permission of the relevant native title holders, claimants or the NQLC.

Virus or malicious code warning: Whilst we endeavour to keep our website free from virus and malicious codes it is always possible that we are infected from an outside source. Visitors should use appropriate anti-virus software when accessing this website. We cannot be responsible for the content (including virus and malicious codes) that may be downloaded from this site or from any of the sites linked to this site.

General

The NQLC is committed to protecting your personal information.

The NQLC is bound by the Privacy Act 1988 (Cth) (Privacy Act), including the National Privacy Principles. This policy sets out how the NQLC manages your personal information.
How secure is your personal information?

If you provide personal information to the NQLC by completing an online survey, providing your email address, or requesting information, the NQLC:

1. will not collect any unnecessary information or information without your informed knowledge and consent;
2. will take all reasonable means to secure your information against loss, unauthorised access, use, modification or disclosure, and against other misuses;
3. may provide your information to approved business partners but will not allow access to your information by other third parties without your consent or unless required by law, such as in the investigation of a criminal offence, and in compliance with a search warrant or subpoena.

Any information you submit to the NQLC will only be used for the purpose for which you have provided it, and incidental purposes.
You may access your personal information held by the NQLC by contacting us on (07)4042 7000 or writing to us at PO Box 679N, North Cairns QLD 4870.

Cookies

Cookies are data that a website transfers to an individual’s hard drive for record-keeping purposes. Cookies, which are industry standard and are used by most websites, including those operated by us, can facilitate a user’s ongoing access to and use of a website. They allow NQLC to customise the website to your needs. If you do not want information collected through the use of Cookies, there is a simple procedure in most browsers that allows you to deny or accept the Cookie feature.

What type of information is collected by the NQLC?

When you view this website, the NQLC may record information about your visit for statistical purposes. The data recorded from your visit may include:

1. your network address;
2. browser-type and operating system;
3. click-stream data of your visit to the website including: date, time and length of the visit; the path taken to the website (e.g. through a search engine or link from another website); and
4. pages accessed, route taken through the website, searches performed and documents downloaded.

This information does not in itself identify individuals and is used to measure the number of visitors to the website and how it was navigated. This information assists us to make the website more useful to you. No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the internet service provider’s logs.

How is this information used?

The NQLC uses this data for the purposes of:

1. website and system administration, including monitoring to prevent security breaches;
2. evaluation, research and development; and
3. processing requests or feedback.

Generally, data collected is stored in transmission logs, and archived for a period of seven years. NQLC staff that operate the website, or have access to any user information related to it, are subject to the Privacy Act.

Links to other websites

This website contains links to other websites. NQLC is not responsible for the privacy practices of linked websites and any linked websites are not subject to NQLC’s privacy policies and procedures.