Applying for Complaint Documents

This information is intended to assist people who were involved in a complaint and are now applying to access documents about, or arising out of, that complaint. It applies both to people who made a complaint and to people who were complained about. It does not apply to documents arising out of a workplace investigation.

Will I get access to the documents?

You may not receive all documents you request. You are not likely to be granted access to:

  • Documents containing your personal information
  • Procedural documents related to how Council handled the complaint

Access may be refused if the documents contain

  • Exempt information
  • Information that is contrary to the public interest to disclose

Personal information of other people

You are unlikely to receive any information that identified or relates to other individuals involved in a complaint. This includes:

  • Names or contact details of complainants or witnesses
  • Their opinions, concerns or recollections
  • Any details that could help you work out who made the complaint

Disclosing this kind of information is generally considered contrary to the public interest and may be refused.

In some cases, your personal information may be mixed with someone else's - for example in a complaint letter describing their feelings about an incident involving you. If the two cant be separated, access to the entire document may be refused, even if the complaint is about you.

Confidential sources of information

If the complaint involves enforcement or administration of local laws (eg, noise complaints, animal control, development breaches), any information that would reveal a confidential source is exempt under the Right to Information Act. Council may refuse access to protect the identify of informants.

Prejudice the flow of information

Disclosure may also be refused if it would:

  • Discourage future complainants or witnesses from reporting issues to Council
  • Undermine the confidentiality expected in council complaint processes

Public Interest and Accountability

Whilst there is a general public interest in councils being accountable for their actions, this must be weighed against:

  • The privacy rights of individuals
  • The need for confidentiality in complaint handling

In most cases, the public interest in accountability does not outweigh the factors against disclosure, especially where personal or sensitive information is involved

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Information sourced from: Office of the Information Commissioner, Queensland (2025)

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