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Making a complaint

Our policy

The Public Trustee aims to ensure that we provide our customers with a high standard of service and to consistently meet and exceed your expectations.

If things go wrong, we invite you to raise your concerns with us. You can expect us to investigate your complaint and deal with any issues in a fair, confidential and responsive manner and free from repercussion or prejudice.

The nature and pattern of complaints will be regularly reviewed in the interests of resolving individual and systemic issues.

Your views are important to us. We welcome constructive feedback, both positive and negative, on the quality and effectiveness of the services, programs and policies.

We encourage you to initially raise issues informally with the staff member providing the service. If informal resolution cannot be achieved or if the matter is of a serious or sensitive nature we encourage you to write to us.

Our undertaking to you …

1. We encourage you to put any complaints to us in writing using our Customer Survey Form (hyperlink to Feedback form). For letters we will respond to you within seven working days of receipt and for emails within one day.

2. The Public Trustee will personally handle any complaint received.

3. Details of your complaint will be treated confidentially.

4. If your complaint alleges criminal or corrupt behaviour, it will be referred to the Australian Federal Police or handled as a Public Interest Disclosure as appropriate.

5. If a staff member is the subject of a complaint, he/she will be informed.

6. Where a complaint reveals systemic or procedural difficulties, action will be taken to resolve them where possible.

7. If your complaint is about the Public Trustee personally, assistance will be given for you to do this.