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Employee support and counselling

Queensland Health is committed to providing a safe, secure and supportive workplace. Your manager or your local human resources team can offer support and guidance on dealing with difficult situations and processes for lodging complaints.

Appropriate workplace behaviour is the responsibility of every employee.

Support and contact information for the Department of Health and each Hospital and Health Service is provided below:

Choose where you work

Cairns and Hinterland

Cairns and Hinterland Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Cairns and Hinterland Human Resources Unit will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Human Resource Services

Benestar (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call Benestar 24 hours, seven days per week.

  • Telephone: 1300 360 364
  • Visit the Benestar website

Central Queensland

Central Queensland Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Central Queensland Workforce Division will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Workforce Division

Lifeworks (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call Lifeworks 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the Lifeworks website

Central West

Staff of Central West Hospital and Health Service can lodge complaints via the Staff Complaints Liaison Office

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

Children's Health Queensland

Children's Health Queensland Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Children's Health Queensland People and Culture will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

Darling Downs

Darling Downs Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Darling Downs Human Resources will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

LifeWorks (Employee Assistance Program)
Staff are also reminded that the Employee Assistance Program (EAP) provides professional short term counselling for employees and their immediate family.

  • Telephone: 1800 604 640
  • Visit the LifeWorks website

Department of Health staff only

Department of Health staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

A complaint may be made to the Ethical Standards Unit anonymously however sufficient information should be included in order to properly inform the assessment process.

You can make your complaint to:

Benestar (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call Benestar 24 hours, seven days per week.

  • Telephone: 1300 360 364
  • Visit the Benestar website

Gold Coast

Gold Coast Health staff can make complaints in any way including:

  • In person
  • In writing
  • By telephone

There are many people who you can make your complaint to. You can choose based on who you feel most comfortable making the complaint to and what the complaint is about.

Your line manager is usually the best person to make your complaint to. However, if your line manager is the person you are making the complaint about, you can raise your concern with the next level manager or your professional lead.

Visit our Complaints and Grievances intranet page to access resources to guide you through the process and read Frequently Asked Questions.

If your complaint relates to corrupt conduct or a public interest disclosure, please visit Workplace Ethics intranet page for more information on employees’ responsibility in reporting Corrupt Conduct.

Converge International (EAP provider)

Mackay

Mackay Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Mackay People and Culture services will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

Metro North

Metro North Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Metro North Human Resources will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Human Resource services

Benestar (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call Benestar 24 hours, seven days per week.

  • Telephone: 1300 360 364
  • Visit the Benestar website

Metro South Health

In Metro South Health you can make your complaint in any way including:

  • in person
  • in writing (letter, email, online or memo)
  • via the telephone.

Metro South Health will also deal with anonymous complaints, however, there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Local Human Resources
  • Director, Ethical Standards Unit, Metro South Health
    • Telephone: (07) 3069 4770
    • Email: MSHR_ESU@health.qld.gov.au
    • Post: Garden City Office Park, Building 23 Level 1, 2404 Logan Road Eight Mile Plains QLD 4113
  • Chief Executive, Metro South Health

Employee Assistance Services

Staff are also reminded that should you need support or counselling you can call Benestar or LifeWorks 24 hours, seven days per week.

Benestar

  • Telephone: 1300 360 364
  • Visit the Benestar website

LifeWorks

  • Telephone: 1300 604 640
  • Visit the LifeWorks website

Queensland Ambulance Service staff only

Queensland Ambulance staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

A complaint may be made to the Ethical Standards Unit anonymously however sufficient information should be included in order to properly inform the assessment process.

You can make your complaint to:

Priority One (Employee Assistance Service - for QAS staff only)
Staff are also reminded that should you need support or counselling you can call Priority One,  24 hours, seven days per week.

  • Telephone: 1800 805 980

North West

Staff of North West Hospital and Health Service can lodge complaints via the Staff Complaints Liaison Office

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

South West

South West Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

South West People and Culture will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Workplace Equity and Harassment Officers

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

Sunshine Coast

Sunshine Coast Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Sunshine Coast Human Resources Unit will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

LIFEWORKS (Employee Assistance Programme)

Staff are also reminded that should you need support, you can call Lifeworks 24 hours, seven days per week.

Torres and Cape

Torres and Cape Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Torres and Cape Human Resources Services will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Human Resource Services

LifeWorks (Employee Assistance Program)

Staff are also reminded that should you need support, you can call Lifeworks 24 hours, seven days per week.

Townsville

Townsville Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Townsville Human Resources and Engagement will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Your Service Group HR Business Partner
  • Human Resources and Engagement

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

West Moreton

West Moreton Hospital and Health Service staff can make complaints in any way including:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

West Moreton Human Resources and Occupational Health and Safety (OHS) will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

OPTUM (Employee Assistance Service)
Staff are also reminded that should you need support or counselling you can call OPTUM 24 hours, seven days per week.

  • Telephone: 1800 604 640
  • Visit the OPTUM website

Wide Bay

Wide Bay Hospital and Health Service staff can make complaints:

  • in person
  • in writing (letter, email or memo)
  • via the telephone.

Wide Bay Human Resource Services will also deal with anonymous complaints, however there needs to be sufficient information about the incident to deal with the complaint.

You can make your complaint to:

  • Your line manager/supervisor
  • Human Resource Services

Converge International (Employee Assistance Service)

Last updated: 7 January 2019

External agencies

Employee Assistance Service

All employees can access the Employee Assistance Service for free, confidential counselling. You can access this service 24 hours a day, seven days a week.

Choose your work area to find out which service provider is available to you in your Hospital and Health Service or Department of Health.

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