Complaints management process
Transcity has a formal process for receiving and dealing quickly and effectively with complaints about construction issues.
If you have any feedback, complaints or enquiries please contact Transcity via the following:
- Phone: 1800 778 772 (24 hour free call hotline)
- Email: email@example.com
- Write: Community and Stakeholder Relations Team
PO Box 711
Toowong QLD 4066
- Visit: Legacy Way Visitors’ Centre.
Upon receipt of a complaint, an investigation commences into the cause of the complaint and any actions required to address the complaint. A verbal response on the action(s) to be taken is provided to the complainant within two hours during all times construction works occur (unless the complainant agrees otherwise).
The diagram below shows Transcity’s complaint management process:
Transcity posts monthly reports outlining the community enquiries, complaints and key issues we receive regarding the Legacy Way project and its construction. For more information, check out our community feedback statistics.
The Independent Community Liaison Representative (ICLR):
- acts as an independent observer of the Legacy Way project, including the community consultation program
- chairs the Community Liaison Groups
- is directly available to the community
- to the greatest extent practicable, resolves community complaints not resolved by Transcity’s complaints process.
When to contact the ICLR
Talk to the Transcity project team first to try to genuinely resolve your issue or concern. Make sure you tell Transcity what you would like to see happen. Do you want a response to a call or an email, feedback on a suggestion, a change to the way things are being done, a different decision, or an explanation or apology?
Contact the ICLR if you believe Transcity has not:
- been sufficiently responsive to your issue or concern
- satisfactorily resolved your issue or concern.
For more information, check out the Independent Community Liaison Representative flyer.
What the ICLR can do
The ICLR will make an assessment of your issue, usually within 24 hours, and consider how to move forward. In most cases the ICLR will need to talk to Transcity for clarification and to obtain information.
Where required, the ICLR will talk to the independent Environmental Management Representative (EMR) to obtain specific environmental information. The ICLR may also talk to Transcity and Council to better understand your issue.
The ICLR cannot change project decisions but can provide advice and recommendations to Transcity and Council.
In some cases, if both parties agree, the ICLR may facilitate mediation, which is an informal dispute settlement process run by the ICLR to bring the relevant parties together to work towards a resolution.
Contact the ICLR
You can contact the ICLR directly via the following channels:
- Phone: 1800 769 279 (free call)
- Email: firstname.lastname@example.org
- Visit: Make an appointment to meet at the Legacy Way Visitors’ Centre.
The independent Environmental Management Representative (EMR) is appointed by Brisbane City Council in accordance with the Queensland’s Coordinator-General requirements, to:
- be the principal point of advice to Council, Transcity and the ICLR in relation to all questions and complaints concerning the environmental performance of the project
- certify the project’s Environmental Management Plans (EMP) sub-plans, monitor the implementation of EMPs and oversee environmental monitoring programs
- advise Council, Transcity and the ICLR on matters specified in these conditions and all other licences and approvals related to the environmental performance and impacts of the project.
If you have a complaint of an environmental nature, you should contact the Transcity project team first on 1800 778 772.
For more information, check out the Environmental Management Representative flyer.