Human Services Quality Framework (HSQF) Scheme

Human Services Quality Framework (HSQF) Scheme

The Human Services Quality Scheme (HSQF) Scheme was developed by JAS-ANZ in consultation with relevant Queensland Government departments for use by human services.

The HSQF Scheme provides a mechanism for monitoring the quality and safety of services in-scope of the HSQF being delivered by human service organisations in areas such as child and family, community services, disability, and selected health services.

The scheme is based on the Human Services Quality Standards (HSQS). The HSQS set a benchmark for the quality of service provision in Queensland. Each standard is supported by a set of performance indicators which outline what an organisation will be assessed against in order to show they meet the standard.

The standards cover the core elements for quality service provision, namely:

  • governance and management
  • service access
  • responding to individual need
  • safety, wellbeing and rights
  • feedback, complaints and appeals
  • human resources.


  • focusses on individual rights
  • reduces duplication and the compliance burden for human service organisations while providing important safeguards for service users
  • provides a clear and consistent framework for planning, operating and improving services
  • provides a streamlined approach to monitoring the quality of human services funded by government
  • measures and improves the quality of human services.

Scheme owner

The Department of Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships (DSDSATSIP) acts as the contact point for all QLD departments in matters relating to this scheme, and thus serves as the current Queensland Government Scheme Administrator (QGSA).

Key Stakeholders include:

  • Department of Children, Youth Justice and Multicultural Affairs (DCYJMA)  
  • Department of Communities, Housing and Digital Economy (DCHDE)
  • Department of Justice and Attorney-General (DJAG)    
  • Department of Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships (DSDSATSIP)
  • Queensland Health
  • human service organisations in Queensland
  • the users of relevant human services in Queensland.

Scheme requirements

Applicant CABs will need to comply with HSQF Scheme (Human Services Scheme Part 2 – Additional common requirements for bodies certifying Human Services in Queensland). Applicants also need to comply with Human Services Scheme Part 1, Common requirements for bodies certifying Human Services as the HSQF Scheme calls up Part 1. See separate information page on the latter.

As this is a service certification scheme, applicants also need to comply with ISO/IEC 17065:2012 – Conformity assessment - Requirements for bodies certifying products, processes and services. This standard is available from ISO directly or through Standards Australia or Standards New Zealand.

The HSQS and other information is available at

More information

An application pack, application form and other relevant material is not available on this site. These documents are available through our SharePoint portal. If you are a body that we currently accredit, you can access this information through the Shared CAB Portal. If you are a new applicant, please complete an application enquiry form. Once this form is submitted, the Secretariat will contact you to advise the next steps. For other stakeholders, please submit your inquiry through the online feedback form.