Key achievements 2024–25
As part of our Customers First Strategy, QPT is committed to continuously enhancing our policies, systems, and processes to deliver improved services and better outcomes for Queenslanders.
The following documents presenting our key achievements for 2024–2025 with visual graphics are available to download and print:
Services delivered for Queenslanders
In 2024–2025 we:
- supported 10,693 Financial Administration customers
- administered 6,804 trusts
- prepared 16,988 Wills at no cost to Queenslanders
- prepared 1,022 enduring power of attorney documents
- supported customers in 1,213 legal matters
- managed 109 probate and Letters of Administration applications
- finalised the administration of 1,644 deceased estates and accepted 1,421 new estates for administration
- engaged around 100,000 Queenslanders through our Wills Week media campaign
- managed 297 customer property sales
- delivered $43.8M in Community Services Obligations to support Queenslanders gain access to vital services, including $36.3 million in rebated fees for customers with limited assets and $5.6 million in free Will-making services
- returned $8.8 million in unclaimed funds to Queenslanders.
Customer support and advocacy
Supported 7 customers to regain control of their finances
In 2024–25, 44 financial administration customers were referred to the Referral Pathway with Queensland Advocacy for Inclusion to seek independent support in reviewing QPT’s appointment.
Since 2022, 165 financial administration customers have been referred for support, with 35 customers regaining control of their finances.
Empowered 15 customers to gain financial independence
Since 2022, the Financial Independence Pathway has supported 51 financial administration customers to achieve full financial independence, with 151 customers currently participating in the pathway.
Assisted 33 customers secure $321,059 in redress funding
Since 2018, QPT has supported 174 customers to claim nearly $3 million under the Commonwealth’s National Redress Scheme.
Supported around 800 customers with specialist disability support
QPT’s dedicated team of occupational therapists is a nation-leading initiative, providing expert assistance to customers with disability, helping them navigate decision-making for disability, health, and aged care supports and costs.
Resolved over 1,200 legal matters for customers
In 2024–2025, QPT’s customer legal team provided support to customers in 1,213 legal matters, including 134 cases related to family provisions.
Improvements to better empower customers
New QPT website improving access to online information and services
QPT’s new website, co-designed with our customers, was launched in August 2024 and is enhancing access to online information and services.
From its launch on 6 August 2024 to 30 June 2025, the website recorded over one million page views and attracted more than 440,000 users.
The website has increased accessibility to online information and services with a 154% increase in compliance with Web Content Accessibility Guidelines (WCAG) since the launch of the new website. QPT website WCAG compliance was:
- 35% compliant as of June 2024 (old website)
- 89% compliant as of October 2025 (new website).
Online bookings for our Wills and EPOA services increased by 43%, growing from 11,357 online bookings in 2022–2023 to 16,231 online bookings in 2024–2025.
Improving access to unclaimed funds
A new user-friendly online application form for unclaimed money was launched on our website, providing step-by-step guidance to claimants.
This innovation has streamlined the claims process, resulting in a 66% increase in claims and a 158% increase in claims returned to Queenslanders in 2024–2025, compared to 2022–2023.
Amount of unclaimed funds returned per financial year:
- 2022–2023 had 2,065 claims and $3.4M in unclaimed funds returned
- 2024–2025 had 3,441 claims and $8.8M in unclaimed funds returned.
MyQPT portal trial enhancing customer autonomy
The MyQPT online customer portal, developed in collaboration with our customers, was trialled by a select group of customers. A first for public trustees in Australia, MyQPT is designed to empower financial administration customers by providing a secure and user-friendly platform to access their information, enabling greater independence.
Early results from customers participating in the trial:
- Customers access MyQPT an average of 1.5 times per week
- 65 per cent of users reported using a mobile device to log in to MyQPT
- The average customer rating for ease of use is 4.63 out of 5.
Improvements to enhance service delivery
New state-wide Customer Support Team provides fast and reliable support
Fully rolled out statewide in February 2025, the Customer Support Team (CST) has improved service efficiency while providing enhanced support for time-intensive customer matters.
Serving as the first point of contact for financial administration customers and their support networks, the CST further optimised its operations in 2025, leading to a reduction in call wait times. Between July and September 2025, the average call wait time was 10 minutes.
The Customer Support Team received 127,991 calls, resolving 81% of calls at first contact.
Team-based service delivery trialled to better support customers
In 2025, a new service delivery model was trialled, featuring regionally based specialist teams working together to provide focused, holistic support to customers within dedicated service areas.
This model harnesses shared capacity and expertise across the state, improving responsiveness and ensuring consistent, high-quality service delivery for our financial administration customers.
New CRM strengthening customer connections
In June 2025, a new Customer Relationship Management System was introduced called ‘Customer Connect’ to improve engagement with our financial administration customers.
This system equips the Customer Support Team with a comprehensive 360-degree view of customer information, featuring an intuitive and user-friendly interface. It enables our teams to provide more effective and personalised customer support during phone interactions.
In 2025 there was an 11% increase in satisfaction among financial administration customers with the overall QPT experience. Customer satisfaction increased from a rating of 7 out of 10 in 2022, to 7.8 out of 10 in 2025.
Charitable Trust investment strategy benefits Queensland communities
In 2021, QPT established the Australian Foundation for Charitable Trusts Fund and created a new investment strategy as Trustee of four major Charitable Trusts to maximise the funds available to support Queensland communities. The new investment strategy increased the net assets of our four Charitable Trusts by $40.2 million over two years.
As Trustee, QPT has distributed over $17 million from the four Charitable Trusts in the past two years. This is approximately $2.8 million more than the previous period. This brings the total funds distributed under our trusteeship to over $100 million, since the Charitable Trust’s inception. It highlights QPT’s crucial role in the strategic management these trusts to maximise their impact and deliver meaningful benefits to Queensland communities.