The Public Trustee of Queensland (PTQ) is committed to ensuring that the services provided to the people of Queensland are relevant and that our clients are satisfied with that service.

The PTQ places a high value on feedback from clients and has a formal policy for dealing with concerns and complaints – see our Complaint Management Policy.

A primary objective of our Complaint Management Policy is to have any concerns or complaints of clients resolved at the place where the service was delivered to the client.

1. In the first instance, you should contact the Officer you have been dealing with. That Officer will attempt to resolve your concerns or complaint.
2. If you are dissatisfied with the response from the Officer, you should contact the Regional Manager or the Manager of that Business Unit.
3. You are encouraged to play an active part in the resolution of your concerns or complaint, by providing as much relevant information as possible to enable us to find a solution to the issue in question.
4. If you are dissatisfied with the response of the Regional Manager or Manager of the Business Unit, you have a range of options to have your concern or complaint reconsidered:

• Telephone our Complaints Manager on 1800 014 536
  Monday to Friday 8:15am – 5pm; or
  
  
• Email your complaint to our Complaints Manager: complaints@pt.qld.gov.au or
  
  
• Complete our email feedback form (Client Feedback Form) or
  
  
• Write to The Public Trustee:
  GPO Box 1449
  Brisbane Q 4001 or
  
  
• Telephone the Public Trustee on (07) 3213 9214.
  

The Ombudsman investigates complaints about the actions and decisions of Queensland public agencies and their staff that may be unlawful, unreasonable, unfair, improperly discriminatory or otherwise wrong.

If your complaint is not resolved by communicating with the PTQ, you can contact the Queensland Ombudsman:

Write to:
Queensland Ombudsman
GPO Box 3314
Brisbane QLD 4001

Telephone: 07 3005 7000 Toll Free (outside Brisbane): 1800 068 908

Fax: 07 3005 7067

Email: ombudsman@ombudsman.qld.gov.au

Web: www.ombudsman.qld.gov.au