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Where am I now? Lawlink > NSW Trustee and Guardian > About Us > Feedback Complaints & Reviews of Decisions
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Feedback Complaints & Reviews of Decisions
Feedback - Complaints and Reviews of Decisions
Steps to take if you have a complaint
How will you know what's happening?
Interpreter Services
Review by Administrative Decisions Tribunal
Who can apply to have the Decision Reviewed by the ADT?
How to contact the Administrative Decisions Tribunal
Feedback - Complaints and reviews of decisions
The NSW Trustee and Guardian (NSWTG) welcomes feedback from clients and other interested parties. Clients and stakeholders are encouraged, and have a right, to express their views about the organisation and the service it provides. If you wish to make a complaint about NSWTG you can follow the steps listed below.
If you are unhappy about a decision NSWTG has a review of decision process please refer to fact sheet number 14.
If you have a complaint you should do the following:
Step 1.
- Contact a Client Service Officer or Private Management Liaison Officer (PMLO) at the NSW Trustee and Guardian and speak to them about your concerns.
- If it is about a decision that was made, ask the person to explain why the decision was made. You can request that decision be explained to you in writing.
Step 2.
- If you are still dissatisfied after speaking to a Client Service Officer or PMLO you can ask to speak to the person’s supervisor who can review your complaint with you.
Step 3.
- If you are still unhappy after this step you can write to the NSW Trustee and Guardian who will allocate the matter to a senior officer to review and respond , usually within 21 days.
NSW Trustee and Guardian
Locked Bag 5115, Parramatta NSW 2124
Telephone (02) 8688 2600 or 1300 360 466 (outside Sydney)
Email: opcmail@opc.nsw.gov.au
If you remain dissatisfied you can contact the NSW Ombudsman on:
General inquries: 02 9286 1000
Toll free (outside Sydney metro): 1800 451 524
Telephone Typewriter (TTY): 02 9264 8050
Facsimilie: 02 9283 2911
Email: nswombo@ombo.nsw.gov.au
How will you know what's happening?
Complaints lodged with the Manager, Quality Service and Community Relations will be acknowledged shortly after we receive them. You will be advised of the outcome of your complaint and any action that is being taken as a result, usually within 21 working days.
Interpreter Services
If you need an interpreter when dealing with the NSW Trustee and Guardian, you can telephone the Translating and Interpreter Service on 131 450 and they will ring the office for you at no cost.
Review by Administrative Decisions Tribunal
An application may be made to the Administrative Decisions Tribunal (ADT) for a review of a decision of the NSW Trustee and Guardian that is made in accordance with the NSW Trustee and Guardian's functions. An application to the ADT is not available where the decision by the NSW Trustee and Guardian was made in accordance with a direction given by the Supreme Court to the NSW Trustee and Guardian.
Who can apply to have the Decision Reviewed by the ADT?
In the case of clients whose estates are directly managed by NSWTG, an application to the ADT to review a decision may be made by:
- the managed person in respect of whose estate the decision was made,
- the spouse of the managed person, or
- any other person whose interests are, in the opinion of the ADT, adversely affected by the decision.
Where the NSW Trustee and Guardian oversees a Manager of the estate of a managed person an application to the ADT to review a decision may be made by:
- the person appointed as Manager, or
- any other person who, in the opinion of the ADT, has a genuine interest in the matter to which the NSW Trustee and Guardian's decision relates.
How to contact the Administrative Decisions Tribunal:
For contact details go to: http://www.lawlink.nsw.gov.au/adt
Specific information about reviews of decisions made by the Protective Commissioner can be found on the ADT website on the page titled Guardianship, NSW Trustee and Guardian & Powers of Attorney matters in the ADT
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