Dear Brisbane City Council,

Under the Right to Information Act 2009 (Qld), I am requesting access to the following information regarding your engagement with JLT Risk Solutions Pty Ltd (or any independent company managing claims on behalf of Brisbane City Council):

CLAIMS REVIEW PROCESS
- Details of the process by which Brisbane City Council ensures that claims handled by JLT Risk Solutions Pty Ltd are reviewed independently, transparently, and fairly.
- Any specific guidelines, policies, or procedures governing how claims are investigated and assessed by JLT Risk Solutions Pty Ltd on behalf of the council.

CONTRACTUAL RELATIONSHIP
- The duration of the current contract between Brisbane City Council and JLT Risk Solutions Pty Ltd.
- Details of the contract renewal process, including the criteria used to determine whether to extend or renegotiate the agreement with JLT Risk Solutions Pty Ltd.

KEY PERFORMANCE INDICATORS (KPIs)
- The specific KPIs included in the contract with JLT Risk Solutions Pty Ltd to measure their performance.
- Confirmation of whether the KPI metrics include the ratio of claims denied (in favour of the council) versus claims approved (in favour of citizens).
- Details of any other performance indicators used to evaluate the company’s efficiency, fairness, or overall effectiveness in managing claims.

The aim of this request is to understand how Brisbane City Council ensures that decisions regarding claims management and contract renewals are based on fair and transparent criteria rather than favouring outcomes disproportionately in favour of the council.

I kindly request a response within the statutory timeframe outlined in the Right to Information Act 2009 (Qld). If any of the information requested is exempt or cannot be disclosed, I ask that you provide a clear explanation and suggest alternatives for accessing this information where possible.

Thank you for your time and assistance.
Will

Dear Brisbane City Council,

I am writing to insist on submitting a formal application under the Right to Information Act 2009 (Qld) without incurring the $55.75 application fee. I believe the fee should be waived, as the requested information is in the public interest and the Act authorises free access to information that promotes transparency and accountability in governance.

TRANSPARENCY IN CLAIMS MANAGEMENT AND PARTNERSHIP OVERSIGHT:
It is in the public’s interest to understand how Brisbane City Council manages its partnership with third-party assessors, including the processes and oversight ensuring fair and impartial claims management. Citizens currently lack clarity on:

- The timeframe the council has to respond to the independent assessor.
- Whether the independent company collects substantial evidence, such as phone call or email logs, to confirm whether hazards (e.g., potholes) were previously unreported. This is critical because the third-party assessor primarily relies on Sections 35–37 of the Civil Liability Act to determine immunity claims. Without transparency, citizens have no way of knowing if the council’s information is merely accepted in good faith or substantiated with factual proof.
- The criteria the council uses to evaluate the performance of its partner, particularly during contract renewals, and whether those criteria prioritise fairness and efficiency over financial interests.
Transparency in these areas is essential to ensure public trust. Without it, there is a risk that decisions disproportionately favour the council, especially if the claims process handled by the third-party company is slow, incomplete, or superficial. This undermines the confidence that claims are being assessed thoroughly and impartially, as expected in a fair system.

SUSPICION RAISED BY FEE REQUIREMENTS:
Asking citizens to pay for access to such fundamental information about a public-private partnership raises further suspicion. This financial barrier is even more concerning because individuals who make claims for damages caused by potential council negligence are often those who urgently need to recover money after an unexpected loss. Charging such individuals to access information that ensures the system is working in the interests of the city and its citizens effectively creates a "paywall," deterring them from exercising their right to know and holding public systems accountable.

Information about how Brisbane City Council manages its claims process and partnership should already be publicly accessible on the council’s website. If it is not, providing it free of charge is necessary to demonstrate that the system operates transparently and fairly for the benefit of Brisbane residents.

For these reasons, I believe that the requested information serves the broader public interest and that the Right to Information Act 2009 (Qld) authorises a fee waiver when access serves accountability and transparency.

Should the council refuse to waive the fee and provide the requested information, I reserve the right to pursue further steps, including lodging a formal complaint with the Queensland Ombudsman, seeking advice from the Office of the Information Commissioner, and exploring other legal avenues to ensure this matter is addressed transparently.

I look forward to your response and urge Brisbane City Council to prioritise public trust and transparency in its decision.

Yours sincerely,

William

Dear BrisbaneRTI,

It is quite sad to see that we, as citizens, have the right to know whether our city, state, and country are being legitimately and fairly run, yet we first need to pay the very people we don't trust for this transparency.

As soon as you become comfortable with this system and continue to shield lobbyists and private interests, are we just supposed to let it go? I'm leaving this here for the record.

Hopefully, one day, the people of Australia will wake up and challenge these omissions. Hopefully, it won't be too late for us.

Yours sincerely,
William