Fire flaws exposed
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A review has exposed flaws in Queensland Fire Department's complaint system.
The Queensland Fire Department's (QFD) “command and control” structure has fostered a culture that “discouraged formal complaints” and shielded wrongdoers from accountability, according to an independent report by Prominence Consulting.
The review found that fear of retribution and a lack of independence in investigations have created an unsafe environment where employees and volunteers question whether it is even worth reporting misconduct.
The report highlighted a significant rise in complaints, with the monthly average nearly doubling from 28 in 2021 to 50 in 2023.
This increase highlighted concerns about the department’s internal culture.
Many staff members chose to exit the organisation rather than file formal complaints due to a belief that offenders would not face consequences.
Focus group participants frequently reported that perpetrators got off “scot free” and described the lack of “perpetrator accountability” as a systemic issue.
In response, Prominence Consulting made 34 recommendations targeting leadership, governance, complaints procedures, training, and the implementation of better technology.
QFD accepted 33 of these recommendations and committed to reforms. One recommendation, deemed inconsistent with the Public Sector Act 2022, was rejected.
Key recommendations include stronger leadership involvement in rebuilding trust, regular updates on complaint outcomes, and improved protections against victimisation.
The report also called for the appointment of dedicated case managers for complainants and subject officers, who would provide regular updates on progress.
Another recommendation involved the implementation of quarterly reporting on the total number of complaints and disciplinary actions, designed to boost confidence in the system.
Prominence also urged QFD to overhaul its complaint management software, advocating for a more efficient, user-friendly system that supports better case tracking, reporting, and transparency.
Other proposals include biennial refreshers on sexual harassment and workplace bullying prevention, and specific training on cultural awareness, particularly regarding First Nations issues.
To ensure the reforms are carried out, Kristen Hilton, a human rights expert, will oversee the implementation process.
Hilton, known for her work reviewing workplace equality in Victoria’s emergency services, will lead efforts to ensure the new system delivers transparency and accountability.
Minister for Fire and Disaster Recovery Nikki Boyd reiterated the government's commitment to cultural reform within QFD, saying; “We will not tolerate behaviour that doesn’t uphold QFD’s values”.
She said there is a need for a robust system to deal with misconduct and ensure that those who fail to meet standards are held accountable.
QFD Commissioner Steve Smith also expressed support for the reforms, emphasising the department's shift towards prevention rather than just managing complaints after they arise.
The recommendations are part of a broader cultural reform program already underway within the department, aimed at promoting respect, diversity, and accountability across its workforce.