Business Operations

Our Business Operations capability ensures effective operational efficiency across all internal and external operations. This function encompasses financial management, human resources, risk management, and compliance with statutory obligations.

EDQ employs a comprehensive framework that promotes accountability and transparency in decision-making. By maintaining an agile business model and embedding good governance practices, EDQ ensures public value, transparency, and integrity throughout its operations. This capability is essential for securing long-term financial sustainability and fostering a culture of continuous improvement within the organisation.

For more detailed information, please refer to the  EDQ 2022-2026 Strategic Plan.

Our Polices

As part of its corporate governance framework EDQ has policies, procedures and guidelines which guide decision making and the delivery of our work.

Integrity policies and procedures

The following documents are available for download:

EDQ policies and procedures

The following documents can be requested from the department and are available for inspection in accordance with section 20 of the Right to Information Act 2009.

People and performance

Policy

Description

Capability Development Policy

This policy guides the department through the capability development process – to utilise skills and knowledge of its employees as well as providing career development opportunities.

Complaints management policy

This policy sets out the department’s commitment to effective complaints management and provides an approach to meet requirements under section 219A of the Public Sector Act 2008 and the Australian Standard AS/NZS 10002-2014 Guidelines for complaint management in organisations.

Conflict of interest policy

This policy sets out the department’s commitment to ensuring conflicts of interest are identified, disclosed, and managed in a transparent and accountable manner.

Contact with lobbyists policy

This policy details the department’s commitment to adhering to the requirements of managing relationships with lobbyists in compliance with the Integrity Act 2009 and the Lobbyists Code of Conduct.

Criminal history check policy

This policy sets out the department’s commitment to legislative requirements and employment screening for persons engaged to perform relevant duties as approved by the Director-General.

Domestic and Family Violence Workplace Policy

This policy demonstrates how the department will respond to situations that are recognised as domestic and family violence.

Employee Benefits policy

This policy ensures all provided employee entitlements and benefits are administered in a financially responsible manner, in accordance with relevant legislation and industrial rulings.

Employee wellbeing policy

This policy guides the department’s proactive approach to health, safety and wellbeing and forms part of the health and wellbeing framework.

Establishment Management Policy

This policy explains the principles of establishment management, as well as ensuring the department manages positions and classification levels consistently.

Flexible workplace arrangements policy

This policy outlines the department’s commitment to providing a fair and agile workplace that supports an innovative, productive, and diverse workforce by enabling flexible working to support employees’ work life balance responsibilities and wellbeing.

Fraud and corruption prevention policy

This policy sets out the department’s commitment to fraud and corruption prevention and provides for an approach to meet this requirement.

Gifts and benefits policy

This policy outlines the department’s expectation of giving and receiving of gifts and benefits ensuring it does not impact upon the impartial performance of an employee’s duties or the department’s reputation.

Hours of work policy

This policy ensures the department meets operational requirements and demands, while remaining responsive to change and individual employee circumstances.

Inclusion and Diversity Policy

This policy guides the department’s inclusive workplace culture, acknowledging and promoting the skills and perspectives that employees may bring to the workplace through their individual differences.

Integrated risk management policy

This policy sets the department-wide approach on the management of risk and opportunity to enable the achievement of the department’s strategic objectives.

Leave Policy

This policy guides the department’s processes and requirements to meet leave entitlements.

Recruitment and Selection Policy

This policy guides the department to achieve its desired workforce, provide career opportunities to employees and meet strategic objectives and operational requirements.

Work Health and Safety Policy

This policy provides an approach for the department to meet work, health, and safety legislative requirements to ensure a healthy and safe work environment for our workforce and visitors, whether working remotely or from departmental premises, is provided.

Information technology services

Policy

Description

Acceptable use of ICT services, facilities, and devices policy

This policy sets out the department’s commitment to authorising, managing, and monitoring the acceptable use of ICT resources and proactively manage misuse.

Administrative release policy and procedure

This policy guides the department’s release of information where practicable and appropriate.

Human resources security policy

This policy outlines the implementation of information security controls for managing and reducing security risks during an employee’s lifecycle.

ICT Access control policy

This policy outlines the security access control to manage access to the departments information and information processing facilities.

ICT Asset management policy

This policy outlines information security controls, processes and appropriate protections when identifying the department owned business systems, devices, or applications.

ICT Communications security policy

This policy outlines the implementation of security to manage communication security risks associated with the network and its processing facilities to ensure the secure transfer of information within the department and with any external party.

ICT Compliance policy

This policy outlines the management of breaches of legal, statutory, regulatory, or contractual obligations related to information security and of any security requirements.

ICT Cryptographic controls policy

This policy outlines the implementation of the use of cryptographic controls to protect the confidentiality, authenticity and/or integrity and availability of the departments sensitive information.

ICT Information security aspects of business continuity management policy

This policy outlines the implementation of security controls as part of business continuity for the departments information and business systems.

ICT Information security incident management policy

This policy outlines the approach to the management of information security incidents, and communication on security events and weaknesses.

ICT Operations security policy

This policy outlines information security management to correct and secure operations of information processing in internal or externally managed facilities.

ICT Supplier relationships policy

This policy outlines information security to ensure protection of the departments assets that are accessible by suppliers.

ICT System acquisition, development, and maintenance policy

This policy outlines implementing information security to ensure that information security is an integral part of information systems across the entire lifecycle across internal and public networks.

Information management policy

This policy outlines the departments information management practices to support effective and efficient service delivery.

Information privacy policy

This policy outlines how the department collects, stores, uses and discloses personal information.

Information security classification policy

This policy outlines the departments commitment to classifying its information and business systems.

Information security policy

This policy outlines the departments approach to the implementation of information security.

Organisation of information security policy

This policy outlines the implementation and operation of information security, the controls for the use of mobile devices and the protection of information being accessed processed and stored at teleworking sites.

Physical and environment security policy

This policy underpins the department’s information security management system and aligns with International standards ISO 27001:2013 Information technology – security techniques – information security management systems requirements relating to ISO 27001 Security Control A.11 – Physical and environment security.

Records management policy

This policy outlines the department’s commitment to meeting its recordkeeping obligations under the Public Records Act 2002 and whole-of-government information standards.

Right to information policy

This policy outlines the department’s commitments to giving the community greater access to government-held information where it is in the public interests to do so.

Telecommunications policy

This policy outlines expectations of use for fixed and mobile telecommunication services on a departmental device or Bring Your Own Device used for official purposes.

Financial Services and Strategic Sourcing

Policy 

Description

Motor vehicle parking policy and procedure

This policy guides the management, allocation and use of parking bays owned or leased by the department.

Motor vehicles use policy

This policy guides the management and safe use of government owned or leased vehicles to support the delivery of the government’s strategic direction and the department’s business.

Office accommodation policy

This policy outlines the department’s management of its office accommodation to achieve cost effective accommodation that enhances the delivery of government services and provides a safe, secure and productive workplace for all employees.

Procurement policy 

This policy outlines the requirements applicable to the procuring of goods and/or services by the department’s business areas.

Travel policy

This policy outlines the requirements application for domestic and overseas travel undertaken by department employees in an official capacity.

Compliments and complaints

We encourage stakeholder feedback. It helps shape our service delivery and values and improve the way we achieve our goals, interact with each other and service our customers.

EDQ is committed to effective customer complaints management. Customers making a complaint will be treated with respect and will have the opportunity to engage with the customer complaints process and be provided assistance where needed. EDQ will handle complaints in a responsive, confidential, and objective manner, taking all reasonable steps to ensure that complainants are not adversely affected because of a complaint made by them or on their behalf.

Our customer complaint process aims to be:

  • customer focused
  • timely and fair
  • clearly communicated
  • accountable
  • an improvement to our services.

Human rights will be considered throughout the complaints process.

The Office of Industrial Relations aligns with our values and approach, however, manages customer complaints in accordance with its own policies and procedures. For more information, please visit the Office of Industrial Relations website.

What you can complain about

You can make a complaint if you are dissatisfied with an action or decision made by EDQ the department, its employees or persons it has engaged to provide services on its behalf, and that action or decision directly affects you.  This may include:

  • the customer service provided
  • a decision made or failure to make a decision
  • an act or failure to act
  • the formulation of a proposal or intention
  • the making of a recommendation.

How to complain or provide feedback

You can lodge a complaint or provide feedback via:

  • Online:  EDQ portal
  • Phone:  07 3452 7880 (business hours 8.30 am to 5pm Monday to Friday)
  • Post:: Director, Business Support, Economic Development Queensland, GPO Box 2202, Brisbane  QLD  4001
  • Email: complaints@edq.qld.gov.au

Anonymous complaints are accepted however complaints made on an anonymous basis may limit how EDQ can review and respond to the complaints. We can only address the content of a complaint where there is sufficient information to do so.

Complaints are not accepted through Economic Development Queensland’s social media channels.

Assistance with your complaint or feedback

If you need assistance to lodge a complaint or provide feedback, the following services are available:

Interpreter services

If you need an interpreter, call 1800 512 451 or go to Translation and Interpreting Service.

National Relay Service

If you are deaf or have a hearing or speech impediment, contact us through the National Relay Service.

  • Teletypewriter: phone 13 36 77 and ask for 07 3452 7880.
  • Voice relay: phone 1300 555 727 and ask for 07 3452 7880.
  • Internet relay (NRS chat): log into the internet relay call (NRS Chat) page and type in 07 3452 7880.
  • Video relay: choose the available video relay contact on Skype and ask for 07 3452 7880.
  • SMS relay: send a text message to 0423 677 767 asking for 07 3452 7880.

We understand that each customer has a different set of circumstances. We will engage with you as an individual and help you through the complaints process, considering your own circumstance and the services you may need.

How your complaint will be managed

We aim to acknowledge your complaint within 3 working days and aim to resolve it within 30 working days. If the matter is complex, it may take longer. We will provide you with a contact person and keep you informed of the progress.

If you are not happy with the outcome of your complaint, you can request an internal review.

If you are still not satisfied with the internal review, you can contact the Queensland Ombudsman.

Other complaints

Please see our policies for complaints about human rights, privacy, corruption and public interest disclosures.

Accessing Information

Gifts and benefits register

Gifts and benefits valued at more than AUD $150.00 (inclusive of GST) that have been given and received by Economic Development Queensland.  You can access the Gifts and benefits register via this link.

Our Finances

What we spend

Every year Queensland Treasury prepares a budget for the state of Queensland in which it allocates funds to  EDQ. This is done by consulting with EDQ about its program of work and the expected outcomes for Queensland.

A detailed summary of  EDQ's financial and non-financial information for the budget year, including portfolio budgets, achievements, highlights, outputs, staffing, administered items and income statements is included in the State Budget.

How we spend it

The Financial and Performance Management Standard 2019, issued under the Financial Accountability Act 2009, provides a framework for EDQ to develop and implement systems, practices and controls for efficient, effective and economic financial and performance management.

For the purposes of administering good practice financial management within the department, we maintain a Financial Management Practice Manual, which details the department's financial and administrative services.

Each year EDQ prepares a financial report in accordance with the Financial Accountability Act 2009 requirements. This is published in the annual report.

Funding and grants

EDQ is responsible for administering a number of funding and grants programs.

Visit Queensland Government — Grants, or call Smart Service Queensland on 13 QGOV (13 74 68)* for information on funding and grants for all Queensland Government departments.

Procurement

Find out more about how we procure services.

Last updated: 28 June 2024