Judith Lee is the Customer Advocate for Queensland Rail. Her role is unique within the company and her role serves as a champion for customers across all areas of the business.
The Office of the Customer Advocate was established in 2010 to help Queensland Rail realise its mission: To be a vibrant learning organisation where safety comes first and our people and customers are central to everything we do.
The focus of the Customer Advocate is to represent the interests of customers by:
- ensuring issues of concern are made visible to the business
- providing feedback about opportunities to improve customer service
- engaging with you to better understand your needs
- facilitating fair and prompt resolution to customer complaints
The Customer Advocate’s role in complaints resolution
You can elect to have your complaint referred to the Customer Advocate if you have utilised Queensland Rail’s complaints resolution process and remain dissatisfied with the outcome.
The Customer Advocate will impartially review the details of your complaint and undertake further investigation if necessary to resolve it as quickly as possible. If the process is delayed for any reason, you will be kept informed.
Manager, Office of the Customer Advocate
295 Ann Street
Brisbane, QLD 4000
GPO Box 1429
Brisbane, QLD 4001
Telephone: 07 3072 3987
Fax: 07 3072 3669