Case Study: Queensland Corrective Services achieves streamlined complaints handling and actionable reporting with Resolve Software Group

Queensland Corrective Services - Customer Case Study

Queensland Corrective Services (QCS) manages thousands of prisoners and community-supervised offenders across multiple facilities and offices. Before 2007 its complaints handling was decentralised and inconsistent, prompting recommendations from the Queensland Ombudsman and QCS’s own reviews to adopt a consistent policy supported by a central data system.

QCS selected Resolve following a tender and rolled it out statewide from February 2007, training staff and linking the system to its Integrated Offender Management System so data is auto-populated. Resolve automated logging, acknowledgements, investigation workflows and review triggers, and added reporting to spot recurring issues. In the first six months nearly 800 complaints were captured; more importantly the process was streamlined, QCS became more responsive and able to target system-wide improvements, with plans to expand Resolve into other areas.

Queensland Corrective Services

Leah Milburn-Walker

Senior Adviser, Complaints Management