Quality and Continuous Improvement

Our Accreditation & Policies

Accreditation

Queensland Positive People (QPP) has met the requirements for certification against the Queensland Government’s Human Services Quality Standards 2012 and requirements of the Human Services Quality Framework User Guide – Certification (version 10.0). View our Certificate of Certification.

The HSQS is a system for assessing and promoting improvement in the quality of human services and applies to a range of human service providers delivering services in Queensland including organisations funded by Queensland Health.

Privacy

We will manage your personal information in line with the Information Privacy Act 2009. You can read more in our Privacy and Confidentiality Policy and our Privacy Collection Statement.

The Privacy Commissioner’s web-site contains detailed information on privacy obligations including a copy of the Privacy Act and the Guidelines On Privacy in the Private Health Sector set out the standards for collecting, storing, using and disclosing personal information.

AI use

QPP uses artificial intelligence (AI) tools to support some aspects of our work. AI may be used to assist employees with activities such as drafting and reviewing content, summarising and organising information, research, and other administrative tasks.  

QPP is responsible for all work produced with the assistance of AI. AI-generated outputs are reviewed by employees before use and are never used as a substitute for professional judgement or decision-making. AI is not used to screen or assess employment applications or to make recruitment decisions. 

QPP takes privacy and confidentiality seriously when using AI. QPP does not input identifiable service user and community member information into AI tools. Some systems used by QPP may include built-in AI functionality, including systems used to manage client information. Before QPP approves the use of these features, we may seek professional guidance to assess what information the AI can access, how that information will be used and stored, and what privacy and security protections are in place.  

Where AI is used in a way that records, stores, analyses or generates content relating to an individual, QPP will inform the people involved and obtain consent. If you do not wish for AI to be involved in your participation with QPP, we will make reasonable efforts to accommodate your preferences. 

Policies

In the interest of transparency and community accessibility, here are the policies that guides QPP’s work. For any questions about QPP’s complaints or policies contact our Quality Manager on the contact details below.

Complaints

Sharing your experience helps us deliver quality services. At QPP, we are continually working to improve our services and we want your input. We welcome feedback and complaints regarding any aspect of our service or operations.

QPP is committed to supporting, and applying the key principles of an effective complaints procedure, where:

• Complaints are carefully considered to ensure procedural fairness and natural justice
• The complaint is resolved as quickly as possible.
• The confidentiality of the complainant and related parties are respected throughout the complaint resolution process.

Want to make a complaint?

Complaints can also be made via telephone, face to face, by email or letter via the following details:

Email    feedback@qpp.org.au

Postal    PO Box PO Box 7403 East Brisbane, QLD 4169

Phone/Fax QPP Head Office Tel (07) 30135555 Fax (07) 3891 1830

Who else will know about my complaint?

Your complaint is confidential and will only be discussed with the people directly involved to resolve any problems.