2017-18 QBCC Resolution Services Feedback

Resolution Services

Thank you for contacting the Queensland Building and Construction Commission (QBCC). We are committed to delivering service of the highest standard to all customers. To help us measure your experience with the QBCC and to target areas for improvement, we would appreciate your feedback. All responses are anonymous.

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* 1. Are you a...?

QBCC Licence holder

Home or Building Owner (including Body Corporate)

Other (please specify)

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* 2. Where is the property associated with your complaint?

Brisbane North East (postcodes 4005-4065; 4500-4516; 4520-4521)

Sunshine Coast (postcodes 4517-4519; 4550-4569; 4571-4575)

Other

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* 3. Case Number (Optional)

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* 4. Please rate your experience with the SERVICE provided by the QBCC as a whole.

Very satisfied

Very Dissatisfied

Very satisfied

Very Dissatisfied

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* 5. How easy was it to deal with the QBCC?

Very easy

Very hard

Very easy

Very hard

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* 6. Are there any aspects of the QBCC's business that you think could be improved?

Face to Face service

Phone service

Staff courtesy or conduct

Service quality provided by staff member

Response times

Finding information on our website

More information for homeowners on our website

More information for licensees on our website

More information seminars

More intensive compliance activities

Digital experience (Online forms, payments, renewals)

Accuracy/consistency of information

Better communication

More efficient administration

QBCC Policies or Procedures

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* 7. Please rate your experience with the service provided by the QBCC's Resolution Services department:

Very Satisfied

Very Dissatisfied

Very Satisfied

Very Dissatisfied

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* 8. Please rate the following aspects of the Resolution Services process:

	Very satisfied	4	3	2	Very dissatisfied
Courtesy	Courtesy Very satisfied	Courtesy 4	Courtesy 3	Courtesy 2	Courtesy Very dissatisfied
Response timeframes	Response timeframes Very satisfied	Response timeframes 4	Response timeframes 3	Response timeframes 2	Response timeframes Very dissatisfied
Explanations about our process	Explanations about our process Very satisfied	Explanations about our process 4	Explanations about our process 3	Explanations about our process 2	Explanations about our process Very dissatisfied
Explanation about our decisions	Explanation about our decisions Very satisfied	Explanation about our decisions 4	Explanation about our decisions 3	Explanation about our decisions 2	Explanation about our decisions Very dissatisfied
Finding relevant information on our website	Finding relevant information on our website Very satisfied	Finding relevant information on our website 4	Finding relevant information on our website 3	Finding relevant information on our website 2	Finding relevant information on our website Very dissatisfied

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* 9. Please rate your experience in terms of fairness in decision making:

	Completely unfair	Mostly unfair	Neither fair nor unfair	Mostly fair	Completely fair
Overall, the final decision made by the QBCC was fair	Overall, the final decision made by the QBCC was fair Completely unfair	Overall, the final decision made by the QBCC was fair Mostly unfair	Overall, the final decision made by the QBCC was fair Neither fair nor unfair	Overall, the final decision made by the QBCC was fair Mostly fair	Overall, the final decision made by the QBCC was fair Completely fair
Overall, the process used to reach the decision was fair	Overall, the process used to reach the decision was fair Completely unfair	Overall, the process used to reach the decision was fair Mostly unfair	Overall, the process used to reach the decision was fair Neither fair nor unfair	Overall, the process used to reach the decision was fair Mostly fair	Overall, the process used to reach the decision was fair Completely fair
Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair	Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair Completely unfair	Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair Mostly unfair	Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair Neither fair nor unfair	Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair Mostly fair	Taking into account both the decision and the process involved in reaching the decision, the overall experience was fair Completely fair

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* 10. Was the Resolution Services process able to assist you to resolve your complaint?

Yes

Partially

Yes

Partially

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* 1. Are you a...?

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* 2. Where is the property associated with your complaint?

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* 3. Case Number (Optional)

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* 4. Please rate your experience with the SERVICE provided by the QBCC as a whole.

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* 5. How easy was it to deal with the QBCC?

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* 6. Are there any aspects of the QBCC's business that you think could be improved?

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* 7. Please rate your experience with the service provided by the QBCC's Resolution Services department:

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* 8. Please rate the following aspects of the Resolution Services process:

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* 9. Please rate your experience in terms of fairness in decision making:

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* 10. Was the Resolution Services process able to assist you to resolve your complaint?

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* 11. Thank you for sharing your time with us. If you have any further comments about the Dispute Resolution process, please enter below: