Number of public complaints reported

Complaint categories



Number of Complaints



Communication quality

Inadequate, delayed or absent communication with customer


Service delivery


Processing error; incorrect process used; delay in processing application; process not customer responsive


Service quality


Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met


No case to answer

No case to answer

Third party; customer misunderstanding; redirected to another agency





77% of complaints were resolved as having “No case to answer”. In addition during the 2022-23 year the Public Trustee received 27 compliments from customers for the quality of service provided.

Additional Metrics


% complaints resolved within policy timeframes of providing a written response within 10 days


Data for previous years is available at:

Service Improvements

The Public Trustee undertakes customer satisfaction surveys each year which provide insight into the main opportunities for improving service delivery. Complaints are also tracked throughout the year to determine common trends and improvement opportunities. The information from each of these sources, along with the initiatives customer service branches have developed to address the trends, is considered at a quarterly Customer Experience Committee forum.

Examples of initiatives undertaken during this period include:

  • revision of the Customer Experience Strategy, reinforcing the importance of customer communication and responsiveness.
  • adoption of a Customer Engagement Model to support consistent interaction with customers.
  • reinforcement of the internal Customer Service Charter to affirm customer service behaviours during customer interactions and highlight service delivery response times.

Complaints are thoroughly investigated to determine the appropriate resolutions for the customer and they are also discussed with staff involved for development purposes.  To better address complaints, all of the Customer Services Leadership team attended an online Complaints Handling Forum conducted by the Commonwealth Ombudsman.