About our framework
The Queensland Government’s language services program has established a structured framework to support the management and escalation of complaints and service issues related to interpreting and translation services. This framework is designed to be accessible, transparent, and responsive to the needs of agencies and service users.
Who can raise issues and how they're managed
A range of stakeholders may experience or observe issues related to language services. The table below outlines who can raise concerns, how they can do so, and what typically happens next. This helps ensure transparency and appropriate handling across the system.
| Who | How issues are raised | Purpose / outcome |
|---|---|---|
Agency staff (Customers) | Use their own internal register or submit via the online | Issues are managed within the agency or, if submitted via the form, triaged by the language services program team and communicated back to the relevant agency. Significant issues may be escalated to the whole-of-government register. |
Clients | Use the agency’s standard service feedback and complaints system | Managed by the agency in line with Queensland public service complaint guidelines. |
Interpreters and translators | Submit via a dedicated interpreter issues register | Interpreters and translators are encouraged to share feedback or raise concerns. Submissions are reviewed by the language services program team and contribute to service improvement, language service provider (LSP) performance management, and how government employees work with interpreters. Feedback may be shared with relevant parties where appropriate and in line with interpreter preferences. Anonymous submissions are welcome, though they may limit follow-up. |
Language service providers (LSPs) | Escalate concerns about agency conduct to the preferred supplier panel (PSP) principal | Managed through contract oversight and relationship management. |
Issue registers and escalation pathways
To support consistent and coordinated issue management, several registers and mechanisms are in place. These registers help track, triage, and escalate issues based on their nature and significance.
Online service issues escalation form
Available to all government agency employees. Submissions are triaged by the language services program team and referred back to agencies for resolution where appropriate.
Whole-of-Government issues register
Managed by Queensland Health and used for significant, unresolved, or systemic issues. Accessible via the Queensland Government Language Services Interagency Committee (QGLSIC).
Agency registers
Agencies may maintain their own internal registers to track and manage local service issues. Where this is not feasible, all issues can be recorded directly in the whole-of-government register.
Interpreter issues register
A separate channel for interpreters and translators to provide feedback. Submissions are reviewed and contribute to broader service improvement. Feedback may be shared with relevant parties, with consideration of interpreter preferences.
Roles and responsibilities
Effective issue management relies on clear roles across different parts of the system. The table below outlines the responsibilities of key stakeholders involved in managing, triaging, and escalating complaints and service issues related to language services.
| Entity | Responsibility |
|---|---|
Agencies | Manage day-to-day complaints and service issues, and escalate significant matters when needed. |
Principal (PSP Manager) | Oversees complaint resolution and supports escalation where agency or LSP processes are insufficient. |
Language services program team | Triages issues submitted via the online form, monitors trends, and supports resolution. |
QGLSIC | Provides system-level oversight, reviews escalated issues, and supports interagency coordination. |
Management of complaints
Complaints escalated to LSPs through the interagency issues register will be managed in accordance with the requirements of the preferred supplier panel. This includes timeframes for acknowledgement, resolution, and escalation, as well as expectations around fairness, transparency, and continuous improvement.
Complaints about government agencies or staff will be managed in accordance with Queensland Government complaints managements processes.