Feedback and Complaints
Feedback
Your feedback matters
The Public Trustee and Guardian (PTG) is committed to delivering high-quality services to the ACT community.
We value your feedback - whether positive or negative - as it helps us monitor, evaluate, and continuously improve the services we provide. Your insights play a vital role in shaping how we support our clients and the broader community.
What to do if you have feedback?
We’re always looking for ways to improve the services we provide to the ACT community. If you’ve recently interacted with the Public Trustee and Guardian, we invite you to complete our Client Satisfaction Survey.
Your feedback helps us understand what we’re doing well and where we can improve. The survey is quick, confidential, and an important part of how we ensure our services meet your needs.
Complaints
What to do if you have a complaint?
We’re committed to providing high-quality service. Please see our complaints handling Policy here. If you have a concern or complaint, here’s how you can raise it:
1. Speak with your Client Service Officer
If you're an existing client, start by contacting the Client Service Officer you've been working with. They will try to resolve your concerns or explain the situation in more detail.
If you're not satisfied with their response, you can request a call-back from their manager.
2. Contact us directly
You can also contact us through any of the following methods:
Phone: (02) 6207 9800
Email: ptg@act.gov.au
Post: Feedback and Complaints, GPO Box 239, Canberra ACT 2601
3. Request an internal review
If the issue remains unresolved, you can ask for an internal review. A relevant manager will assess the situation and may escalate it to our senior leadership or CEO for further investigation.
You will receive a written response within 10 business days or we’ll provide an update on the progress of your complaint.
4. If you are not satisfied with our response
You may choose to escalate your complaint to one of the following external bodies:
ACT Ombudsman
The Ombudsman is available to assist people who have complaints against the administrative actions and decisions and may be contacted at:
- Online through their compliant form
- By phone on (02) 5117 3650
- In person at Level 5, 7 London Circuit, Canberra City, ACT.
- By post ACT Ombudsman, GPO Box 442, Canberra ACT 2601
ACT Human Rights Commission (HRC)
The Human Rights Commission can investigate and conciliate complaints relating to a range of matters including discrimination and vilification, sexual harassment and human rights. HRC may be contacted at:
- Online through their complaint form
- By phone (02) 6205 2222
- By email at hrcintake@act.gov.au
ACT Civil and Administrative Tribunal (ACAT)
For reviews of reviewable decisions made under certain legislation.