The Public Trustee is committed to excellence when providing services to our customers.

Our staff strive to meet the needs of our customers and work with the following principles:

Timely and responsive communication

  • We get information to you quickly
  • We answer your queries quickly
  • We give you the information you need, when you need it and the way you need it
  • Our information is accurate on our website and brochures.


  • We listen
  • We are always polite, positive and respectful
  • Our facilities are welcoming.

Cases managed well

  • Our information is accurate and we manage our records in accordance with governmental records management practices
  • We partner with you to manage your affairs or estate and meet your needs
  • We prepare individual case plans
  • We ensure that all personal information is recorded accurately and kept secured
  • We provide seamless services across our organisation.

Keen to help

  • We strive to work with you to help solve problems
  • We find the person who can help you as quickly as possible
  • We communicate regularly on what we can or can’t do for you.

Customer survey

We started surveying our customers in 2011 to gather feedback on how we work.

We use a variety of methods to collect information from our customers during the year and use this feedback to improve our services.

See the 2020 Customer Satisfaction Survey Report (PDF, 789.3 KB).