Your complaint’s journey

This information is also available for download as:

• a brochure

• in an Easy Read format


The brochure is also available in the following 10 languages to support the diversity of our customers.

Mandarin                        Filipino                               Vietnamese                             Cantonese                          Spanish

Dari                                  Ukrainian                           French (Congo)                       Swahili                                 Burmese


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.


The accessible (text-based) version is below.

Your complaint’s journey:

  1. Not happy with something we’ve done? Everyone has a right to complain. A complaint can be made to any of our staff in person, or
  1. What happens now I’ve complained? Your complaint will remain confidential. A staff member who manages complaints will acknowledge your complaint within 3 working days. They will assess your complaint and
    • will review any file notes, policies or procedures and legislation to understand the background of the situation
    • may contact you to ask for more information
    • if the complaint can’t be dealt with by us, may refer you to another agency.
  2. How long will it take to get an answer? Sometimes there is a lot of information to review.
    • We normally need up to 30 working days to respond to your complaint.
    • We normally respond to privacy complaints within 45 working days.
    • If there is a delay, we will let you know.
  3. I’m not happy with the answer—what can I do now? If you are not satisfied with the response to your complaint, you can request an internal review by a different staff member within 20 working days. We will let you know within 5 working days if an internal review will be undertaken and we will let you know whether the review will go ahead and if it will take longer than 20 days to finalise.
    • If you are not happy with the outcome of the internal review, you can contact the Queensland Ombudsman for an independent external review.
  4. Special circumstances
    • If you have made a human rights complaint to us and haven’t received a response within 45 working days or are unhappy with the outcome, you can contact the Human Rights Commission on 1300 130 670.
    • You may be able to apply to the Queensland Civil and Administrative Tribunal seeking
      • the Tribunal’s advice, directions or recommendations to the Public Trustee
      • a review of our appointment as administrator.
Last published: 18/01/2024 6:18:09 AM