Customer Advocate

The role of the Customer Advocate

In 2021, Queensland Public Trustee (QPT) became the first state trustee in Australia to create a dedicated Customer Advocate team.

The Customer Advocate provides QPT customers, and their support networks, with an independent voice from within QPT. Their role is to:

• achieve fair and equitable outcomes for customers
• make sure that the customers views are considered in any decision that is made
• help customers to escalate matters.

What they do

The Customer Advocate can arrange meetings and help to speed up the progress of a matter. This can improve communication between those involved which can lead to better results.

They provide ongoing support to customers, especially if they are experiencing major changes in their life or personal circumstances. This provides reassurance that the Customer Advocate will be there throughout the process.

They can support customers through the Complaints Journey process and help them to provide feedback on their experience. This allows QPT to understand what happened and how they can do better in the future.

The Customer Advocate also supports our First Nations customers and customers from Culturally and Linguistically Diverse (CALD) backgrounds. This helps to ensure that the customer is provided with the appropriate tools and support.

They can explore additional referral options available for customers. This creates a larger support network for customers specific to their needs.

How they help

The Customer Advocate:

• takes time to listen to you
• makes sure that your voice is heard
• works with you to achieve positive results
• helps you to understand information or processes
• helps you to explore the options available to you.

When they can help

Please contact the Customer Advocate if you:

• have experienced unexpected or unusual circumstances and need help to understand or to progress through the situation
• require more support than is currently being offered
• need help to work through a normal QPT process, especially if the process is not progressing as you would like.

How to speak to the Customer Advocate

If you would like to speak with the Customer Advocate team, please give us a call or send us an email.

1300 360 044

[email protected]

You can choose to contact us directly or ask a member of your support network to help. You can also ask somebody that you usually deal with at QPT to refer you to the Customer Advocate if you prefer.

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and request to be transferred to the Public Trustee on 1800 014 536.

If you need help to speak or listen on the phone, contact the National Relay Service (NRS) Helpdesk. Options for contacting the NRS Helpdesk can be found on the NRS website.