The Queensland Fire and Emergency Services department has engaged an unspecified outside organisation to review a claimed “toxic culture” within the department and its complaints management system, amid allegations of staff suffering “systemic contempt, bullying, harassment and discrimination.”
Fire and Disaster Recovery Minister Nikki Boyd described the upcoming review as “independent” even though it will be conducted by an organisation appointed by the department last year, well before complaints were relayed to Bundaberg Today last week.
Ms Boyd appeared to reject complainants’ doubts about the department’s internal investigations mechanism in a statement saying: “QFES has a thorough and well-supported complaints process, but continual review and improvement is important.
“Queensland’s emergency services staff and volunteers absolutely deserve to feel safe in their workplace, and this review will examine any possible improvements that can be made to ensure this is the case.
“I welcome this review and have every faith any recommendations will be carefully considered and inform future change within the department.”
Acting QFES Commissioner Stephen Smith said the review was one which “the QFES executive leadership team identified late last year as a priority for the department.
“We want to ensure best practice is being applied and that all staff and volunteers are confident in our internal systems, and raising any complaints through it.
“Our current complaints system aims to provide a safe and confidential avenue for potential issues to be raised. However, we are always looking to improve and evolve as a department,” he said.
But some staff do not appear to have that kind of confidence and they fear being identified and victimised, according to Rural Fire Brigades Association Queensland general manager Justin Choveaux, who said a number of people from other emergency services had contacted him asking for a Human Rights Commission investigation.
They had sought a review initiated by the minister on the grounds that they did not want to be identified and did not trust the department or its processes, claiming systemic problems.
“What part of ‘systemic’ do they not understand?” he said last week.
A departmental statement said: “In late 2023, QFES’ executive leadership initiated the engagement of external expertise to conduct a complaint management system review.
“Over the years, QFES has conducted various internal and external reviews to ensure continual improvement in workplace practices, and this review will ensure processes remain robust and effective.
“The review will examine reporting and management of customer complaints, workforce complaints, employee grievances, referred complaints and feedback.
“The review process will focus on engaging with internal and external stakeholders through one-on-one conversations, workshops, meetings and surveys. Critical data, policies and procedures will be analysed to ensure they meet best practice.
“The review is planned to take place over the next six months and will inform complaints management process in the newly formed Queensland Fire Department, setting the department up for success.”
Ms Boyd said staff and volunteers were covered by the Queensland Public Service Code of Conduct “and anyone who becomes aware of actions not consistent with the code must report them, I want to make sure we have a rigorous and fit-for-purpose complaints management framework.
“This has been planned for some time but I think it is timely to have an external and independent review.”
Mr Smith said: “This review is one QFES’ executive leadership team identified late last year as a priority for the department.
“We want to ensure best practice is being applied and that all staff and volunteers are confident in our internal systems, and raising any complaints through it.
“Our current complaints system aims to provide a safe and confidential avenue for potential issues to be raised. However, we are always looking to improve and evolve as a department.
“Staff and volunteers should always feel they are working in a safe environment, free from bullying, harassment and discrimination. This review forms part of a broader commitment to continual improvement, a focus on positive culture within the department, and providing the best possible working environment for staff and volunteers.
“We expect the highest standard of conduct from our staff and volunteers. On the rare occasion their conduct does not meet our standards we want to ensure matters are dealt with swiftly and appropriately.”
The departmental statement said the review of the complaints management system “will ensure staff and volunteer wellbeing remains a priority as work continues to set up the new Queensland Fire Department.
“The review is planned to take place over the next six months and will inform complaints management process in the newly formed QFD, setting the department up for success.”
