Ways we support and involve you
The Queensland Civil and Administrative Tribunal (QCAT) or a court may appoint us to be your financial administrator. This may happen if you’re no longer able to manage some or all your money due to a disability, illness or injury.
The support we provide depends on your needs. Some people need a lot of help, others only a little. Sometimes it’s for a short time, sometimes it’s ongoing.
We help more than 10,000 Queenslanders with our financial administration services. Our role is to uphold the rights and interests of our customers by ensuring:
- your funds and assets are protected
- you receive your entitlements
- you have an active role in decision-making.
For more information, we have the following fact sheets to download and read.
Our support team
We have a dedicated team of people located throughout Queensland who are here to support you.
When you call us a member of our Customer Support Team will greet you. Their role is to respond to everyday questions or requests as efficiently as possible. They can help you with things like letting you know how much money is in your account or to process a request for funds.
If you need further help the team will put you through to a Trust Officer. This is someone who will work with you on more complex matters rather than everyday requests.
We have a dedicated team of people to support our financial administration customers and their support network.
Call us on 1300 687 778
Email us at [email protected]
The role of a support person
Many of our customers have a support person they like to involve when making decisions with us. A support person is someone you have a trusted relationship with, such as a family member, friend or support worker. You might have several support people in your life to help you with different things. This may include decisions we make with you about your money.
It’s up to you as to how your support person should be involved including what information we can share with them. We will always work in your best interests by respecting your views and privacy.
How we make decisions
We work with you to help make or participate in financial decisions to the greatest extent practicable. This includes considering your views, wishes and preferences.
If you have a support person, you may like them to be involved in making decisions. They can help ensure we fully understand your views, individual needs and circumstances.
We take the following steps to involve you in decisions about your money.
1. We get to know you
We get to know you, what’s important to you, and who supports you to make decisions.
2. We identify and describe your needs
We listen to what matters most to you, to understand your needs.
3. We obtain your views, wishes and preferences
We support you so you can tell us about something you want or need to help inform decisions.
4. We identify your priorities and engage with your support networks
We work with you to focus on outcomes that:
- help you keep existing supportive relationships
- support you to practice your culture, language and values
- take your right to privacy into account.
5. We undertake the process
We will involve you as much as we can to make the decision, taking steps 1 to 4 into account.
6. We reach the decision
We take time to explain the reasons and process for decisions to make sure you understand.
7. We action and record the decision
Once we reach a decision, we will take action and keep a record of the decision including:
- what decision was made
- why it was made (what informed it)
- how it was made (the process we followed).
View who we are and how we work to learn more about our Structured Decision-Making Framework.
Role of the Customer Advocate
Our Customer Advocate can provide support if you need additional help with a particular decision or process relating to our services. The Customer Advocate provides an independent voice within QPT to:
- achieve fair and equitable outcomes for you
- make sure your views are considered in any decision that is made
- help you to escalate matters of concern.
The Customer Advocate can receive referrals from internal and external sources and is an alternative way for you and your support person to have your views heard about the services we provide.
Learn more about the Customer Advocate.
How to make a complaint
We take your feedback seriously and manage all complaints in line with our customer complaints process. The easiest way to make a complaint is to contact a staff member who will help you.
Learn more about customer complaints.