Number of public complaints reported
Complaint categories | Sub-categories | Example | Number of Complaints 2024-25 |
|---|---|---|---|
Communication | Communication quality | Inadequate, delayed or absent communication with customer | 26 |
Service delivery | Process | Processing error; incorrect process used; delay in processing application; process not customer responsive | 28 |
Service quality | Information Timeliness | Incorrect, incomplete, | 15 |
Professional behaviour | Staff attitude Staff competency | Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency. Failure to action service request; poorly informed decisions; incorrect or incomplete service provided | 14 |
No case to answer | No case to answer | Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate | 77 |
Total | 160 |
Additional Metrics | Total |
|---|---|
% complaints resolved within policy timeframes | 94% |
Data for previous years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept
Compliments
In 2024-25 Public Trustee received a total of 38 compliments highlighting the commitment to service excellence, notably:
- 11 compliments recognised Professionalism and High Service
- 4 compliments acknowledge Prompt Assistance
- 2 compliments praised Excellent Customer Service.
These compliments were reinforced by the results of the annual customer satisfaction survey which showed that customers are generally satisfied with the quality and reliability of services provided by Public Trustee.
Service Improvements
The Public Trustee undertakes customer satisfaction surveys annually which provide insight into key opportunities for improving service delivery. In 2024-25 the Public Trustee received 448 responses, a 7.2% response rate. Mean satisfaction decreased slightly across 4 of the 5 customer groups, being Personal Estates, Estate Services, Trust Services and Documents Revoked. Wills Services remained static, and Wills customers continue to be the most satisfied with services provided by the Public Trustee.
Consistent with the prior year results, the most common improvement theme for all customer groups in 2025 relates to the timeliness of responses to information requests and the accessibility to officers and information.
Complaints are tracked throughout the year to determine common trends and improvement opportunities. The information from each of these sources, along with the initiatives customer services branches have developed to address the trends, is considered at a quarterly Customer Experience Committee forum and Audit Risk Management Committee.
Despite a slight decrease in customer satisfaction levels, the survey outcomes reflect continuation of good customer service, including whilst significant internal change occurred within the agency associated with the implementation of a new financial system.
The Public Trustee actively learns from responses in the Customer Satisfaction Survey and in 2024-25 implemented a web-based telephony solution (CXone) to enhance responsiveness and customer experience. Planning will continue for the integration of emails with the customer relationship management system and is anticipated to be implemented prior to end of the 2025 calendar year, providing greater visibility for customer contacts.