We are committed to growing, learning, and improving as an organisation and will constantly drive modern, customer – centric and quality services for Queenslanders.
The Public Trustee always welcomes reviews – these help us continue to make changes to benefit our customers.
On Wednesday 10 March 2021, a report by the Public Advocate was tabled in Parliament – Preserving the financial futures of vulnerable Queenslanders: A review of Public Trustee fees, charges and practices.
First and foremost, we apologise to our customers, staff and delivery partners that may not have received the level of service expected. It is clear that we need to be more transparent with our fees and charges, and better support our customers and staff.
We are currently undertaking an ambitious and industry-leading program of work to ensure that Queenslanders can continue to have confidence in the Public Trustee.
Many of the Public Advocate’s recommendations detailed in the report, are being addressed through this work, and the Report will help us to continually improve.
We also welcome the opportunity to work with Government to meet these recommendations and the appointment of a Public Trustee Board which will provide oversight and accountability in our operations for our customers.
We recognise that customers may have questions in relation to the Public Advocate report.
If you have questions about your budget or fees and charges you are encouraged to speak to your Trust Officer or raise it with your local Public Trustee Office. For general enquires please call 1300 360 044.
Alternatively, you can contact the Public Trustee’s Public Advocate Report Complaints Line to make a complaint by calling us on 1800 014 536 (Monday to Friday 9am – 4pm).
If you have previously made a complaint to the Public Trustee and would like the outcome of the complaint to be reviewed by an officer independent of the original investigation, our complaints management policy also provides options for review. Our complaints team are able to provide you with information about these options. In some circumstances, the Public Trustee may provide a customer with the option for their complaint to be referred for an independent external review.
Additionally, customers continue to have the option to refer their complaint to the Queensland Ombudsman.
The Public Trustee values all complaints and is committed to ensuring that out complaint’s management process is accessible, fair, and responsive.
Please visit our News Room to read the Public Trustee’s full Media Statement.