How we manage feedback

Do you need an interpreter?

Our brochure outlining the feedback process has been printed in 10 different languages to support the diversity of our customers.

 

Mandarin

Filipino

Vietnamese

Cantonese

Spanish

Dari

Ukrainian

French (Congo)

Swahili

Burmese

 

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and request to be transferred to the Public Trustee on 1800 014 536.

How we manage complaints video

Video transcript

We manage all complaints in line with our complaints policy, which all our staff must understand and follow.

How to make a complaint

The fastest way to make a complaint is to contact our staff who will assist you.

You can also:

  • use our complaints form
  • call our complaints line on 1800 014 536 (Monday–Friday, 9am–4pm)
  • email us at complaints@pt.qld.gov.au
  • write to us at

    Complaints Office
    The Public Trustee
    GPO Box 1449
    BRISBANE QLD 4001 

When we receive your complaint?

  • We will treat your complaint confidentially and it will be recorded in our complaints management system.
  • A member of our team will acknowledge your complaint within 3 working days and let you know when you should receive a response.
  • The type of complaint determines what we do next and we may need to contact you for further information.
  • If the complaint is outside our scope we will refer the matter to another agency.

See Your complaint’s journey for more detail. 

How long will the process take?

We normally need up to 30 working days to respond to your complaint.

We normally respond to privacy complaints within 45 working days.

If there is a delay, we will let you know.

Not happy with the answer

Internal review

You may request an internal review of the original decision or of the response to your complaint. You must request the internal review within 20 working days of receiving our decision or response. It may take up to 5 working days for the Public Trustee to decide and notify you whether the review will go ahead and let you know if it will take longer than 20 days to finalise.

Queensland Ombudsman

If you are unhappy with the outcome of the internal review, you may make a complaint to the Queensland Ombudsman.

For further information phone 1800 068 908 or visit their website www.ombudsman.qld.gov.au

Queensland Civil and Administrative Tribunal (QCAT)

You can seek the Tribunal’s advice, directions or recommendations to the Public Trustee, or seek a review of our appointment as administrator. Further information can be found at www.qcat.qld.gov.au

Human Rights Commission

You may make a complaint to the Queensland Human Rights Commission if you believe we have breached your human rights, and have made a complaint to the Public Trustee and not received a response from us within 45 working days, or believe our response is inadequate. You can contact the Queensland Human Rights Commission on 1300 130 670 or via its website: www.qhrc.qld.gov.au.

Complaint Management Framework

The Queensland Public Trustee’s complaints management process is consistent with the Queensland Public Service Customer Complaint Management Framework and Guideline.

Last published: 18/01/2024 6:01:05 AM