For all classes of investment the fund may invest in collective investment schemes operated by organisations approved by the relevant government agencies, provided that the rules of the collective investment schemes restrict the schemes’ investments to the permitted classes of investment of the common fund.

Number of public complaints reported

Complaint categoriesSub-categoriesExampleNumber of Complaints
Professional behaviourStaff competencyFailure to action service request; poorly informed decisions; incorrect or incomplete service provided17
CommunicationCommunication qualityInadequate, delayed or absent communication with customer18
Service deliveryProcessProcessing error; incorrect process used; delay in processing application; process not customer responsive2
PolicyPolicy applicationIncorrect policy interpretation; incorrect policy applied; conflicting policy advice given2
Service qualityTimelinessLack of staff punctuality; excessive waiting times (outside of service standard); timelines not met2
No case to answerNo case to answerThird party; customer misunderstanding; redirected to another agency; insufficient information to investigate55

During 2018-19 the Public Trustee reviewed its complaint monitoring process to provide additional detail and an assessment of the type of complaints. As a result there is no comparison data available for 2017-18.

Additional MetricsTotal
Number of positive feedback comments37
Number of negative feedback comments96
Total number of feedback comments133
% complaints resolved within policy timeframes58%

Data for previous years is available at: