The Public Guardian and Trustee values all feedback. It provides information to say services are meeting people's needs or there are things that could be done better.
Feedback can be about:
- good service
- areas for improvement
- any concerns or complaints about services or staff.
Easy Read resources:
Requesting a review of a decision
If a person is unhappy with a decision made by a staff member of the Public Guardian and Trustee, they can request:
- more information about the decision, known as a statement of reasons
- a review of the decision.
Read more about the decision review process PDF (195.7 KB).
Providing compliments, complaints or concerns
The Public Guardian and Trustee is committed to providing high quality customer service.
Issues can be raised informally via phone or email. This helps them to be resolved quickly and without the need to submit a formal complaint.
If someone wishes to make a formal complaint, they can do this through:
- email
- phone
- letter
- online form.
The Public Guardian and Trustee takes all complaints seriously. The following guiding principles are used when dealing with all complaints.
Fairness: Treat every complaint seriously and with impartiality.
Accessibility: Ensure complaint procedures are accessible and easy to understand for all individuals.
Confidentiality: Handle complaints carefully and keep information private in accordance with the law.
Timeliness: Acknowledge complaints and try to resolve them as soon as possible.
Accountability: Learn from complaints and improve our services.
The following will be undertaken for all complaints:
- Acknowledge the complaint within 10 working days of being received and provide information on the next steps.
- Assessment of the complaint by a senior PGT staff member who will:
- look at all the information provided
- ask for further information from people involved.
- investigate the issues raised in the complaint.
- The Public Guardian and Trustee aims to resolve complaints within 30 days. If it is a complex matter, it may take longer. Updates will be provided if more time is required to review the matter.
If the outcome of the complaint is not satisfactory, the Ombudsman NT can be contacted on
1800 806 380 to request an external review.
