Public Trustee

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Compliments, complaints and feedback

At Public Trustee we are working hard to constantly improve the services we provide and your comments help us to achieve this.

We aim to provide high quality services so are pleased to hear your suggestions on how we can improve, if we have done something well, or if you think a member of staff deserves praise for providing an exceptional service.

There may also be times when the service you receive does not meet your expectations. In the first instance, you should contact the Officer you have been dealing with. That Officer will attempt to resolve your concerns or complaint straight away, without you having to make a formal complaint, however, if you do want to complain, we have tried to make it as easy as possible.

How to make a compliment or complaint

You can give a compliment or make a complaint:

• In writing – by addressing your compliment or complaint to the appropriate Manager of either:
  • Estate Services Branch
    (Wills, writing of legal documents, administration of deceased estates, minors trusts and other trusts)
  • Manager Estate Services
    C/- Public Trustee
    GPO Box 1338
    ADELAIDE SA 5001
  • Personal Estates Branch
    (Public Trustee is acting as administrator under a Guardianship Board Order, under a Power of Attorney or under the Aged and Infirmed Persons Property Act 1940)
  • Manager Personal Estates
    C/- Public Trustee
    GPO Box 1338
    ADELAIDE SA 5001
• By Emailing:
  pt.enquiries@sa.gov.au
• By Telephone:
  Ask for the relevant Manager (Manager of Estate Services or Manager Personal Estates) on (08) 8226 9200.
• Online – by completing our Feedback Form, by clicking HERE.

Please ensure to provide us with as many details as possible including estate names and reference numbers, if applicable, to make sure your compliment or complaint reaches the right people and is dealt with as quickly as possible.

What will happen after I give a compliment?

Your compliment will be recorded in our database and an acknowledgement sent to you to thank you for taking the time to provide feedback to our organisation. Your feedback will provide us the opportunity to recognise our people when they perform well, and your comments will be forwarded to the relevant staff member/s and their supervisors.

If I make a complaint, what will happen after I complain?

Your complaint will be recorded in our database and an acknowledgement sent to you for your records. An investigation and review will then be undertaken by the relevant Manager, who will examine all the issues and circumstances of the complaint. A written response will be sent to you within 10 business days. Some complex investigations may require additional time, and you will be informed of this.

We guarantee that there will be no negative consequences to you because of making a complaint, and we will do our best to resolve any issues as soon as possible.

What can I do if I am not happy with the response to my complaint?

If you make a complaint and you are not happy with the response, you can do a number of things.

• Request that the Public Trustee reviews the matter. You can do this by:
  • Writing to:
    Debra Contala
    C/- Public Trustee
    GPO Box 1338
    ADELAIDE SA 5001
  • Emailing:
    pt.enquiries@sa.gov.au
  • Telephoning:
    (08) 8226 9200
• Contact the Ombudsman. The Ombudsman is available to assist people who have complaints against the administrative actions of Government departments or agencies. The Ombudsman can be contacted at:
  
  The Ombudsman
  GPO Box 3651
  Rundle Mall SA 5000
  
  Phone: (08) 8226 8699
  Toll free: 1800 182 150
  Fax: (08) 8226 8602
  Web: www.ombudsman.sa.gov.au
  
  If you have not attempted to resolve your problem directly with Public Trustee, the Ombudsman may request that you do so before your complaint will be formally accepted or investigated.
• Contact the Public Advocate. If a person with mental incapacity is unable to resolve issues by discussion with Public Trustee staff and needs assistance, he or she should contact:
  
  Office of the Public Advocate
  Level 7, ABC Building
  85 North East Road,
  Collinswood SA 5082
  
  Phone: (08) 8342 8200
  Toll Free: 1800 066 969
  Fax: (08) 8342 8250

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