The Public Trustee is committed to excellence when providing services to our customers.
For you, our customers we will:
- Treat you and your representatives fairly and with respect, empathy and dignity
- Act in your best interests and manage your financial affairs which includes listening to your opinions and the choices you would like to make
- Listen to you and communicate with you in plain language
- Be helpful and transparent providing regular updates
- Protect your data and privacy
- Build relationships with other parties that provide services and support to you
- Value your feedback and use it to monitor and evaluate our service and make improvements where required
We always strive to meet our customers’ service expectations and will:
- Answer your call during business hours and where we can't, we will return your call within 1 business day
- Acknowledge or resolve your email inquiry within 5 business days. If your inquiry can't be resolved within 5 business days, we will send you an email advising when we expect to resolve it
- Respond to written correspondence within 10 business days of receipt
- Provide you with a timeline in relation to the administration of your estate
- Explain our fees and help you understand them
How you can help us:
- The Public Trustee is committed to providing a safe and comfortable working environment for our people. Any abusive and aggressive behaviour towards our staff will not be tolerated. Please treat our staff with courtesy and respect.
- To ensure that we can keep you informed, please provide us with your current contact details and advise us if they change.
We value your feedback:
If you have received a positive service experience from our staff and would like to share that with us, we would be pleased to know about it.
If you have been unhappy with the service you have received, or there is a problem you would like us to investigate, we want to know about it.