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Where am I now? Lawlink > Homepage > Making a Complaint
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Making a Complaint
How do I make a complaint
Reasons for decision
Reviews of decisions
Who is the Public Guardian accountable to
How do I make a complaint about the Public Guardian?
If you are unhappy with your contact with the Public Guardian you can discuss your concerns with the officer responsible. Talking about the problem, getting more information or clearing up any misunderstandings can help sort things out quickly. If you do not want to speak to the officer responsible, you can speak to the Regional Manager. If you are still unhappy you should put your complaint in writing addressed to the Complaints Support Officer, the Public Guardian at the address below. You may also email your complaint attentioning it to the Complaint Support Officer at informationsupport@opg.nsw.gov.au. You may also contact the Complaints Support Officer as per the details below to help you make a complaint.
Written complaints will be investigated and we will provide you with an outcome in writing within 10 working days.
You can contact the Complaints Support Officer:
Monday to Friday between 9 am and 5 pm by:
Phone: (02) 8688 6070
Fax: (02) 8688 9797
Toll free (for country callers): 1800 451 510
TTY: 1800 882 889
or write to: Complaints Support Officer, Locked Bag 5116 Parramatta NSW 2124
Reasons for decision
Can you ask for the reasons why a decision has been made?
If you are affected by a decision you can ask the guardian for reasons why a decision was made. You can also ask for these reasons to be given to you in writing.
What if there is conflict about a decision?
Where family members or friends have a strong disagreement over a decision that needs to be made, the guardian may suggest that the people involved be referred to the Community Justice Centre for mediation. The Community Justice Centre is independent of the Public Guardian and staff of the Public Guardian do not usually attend the mediation.
What happens if the decision has financial implications?
We will always work closely with either the person who informally provides financial support, the person appointed under a Power of Attorney or enduring Power of Attorney, or under a financial management order when making a guardianship decision that could have financial implications.
Reviews of decisions
What if you think the decision is not in the interest of the person under guardianship?
If you disagree with a decision that has been made, you can ask for the decision to be internally reviewed. Requests for an internal review should be made in writing and must be made within 28 days of receiving the Public Guardian’s reasons for decision.
If after a decision is internally reviewed you still disagree you can ask the Administrative Decisions Tribunal (ADT) to review the decision. You will need to lodge this application within 28 days of being notified of the Public Guardian’s internal review decision.
You may apply directly to the ADT if the Public Guardian has not responded to your request for an internal review within 21 days.
For more information on asking for a review you can call the Complaints Support Officer or go to the ADT website www.lawlink.nsw.gov.au/adt
Who is the Public Guardian accountable to?
The Public Guardian is a statutory official. The Public Guardian is part of the NSW Department of Justice and Attorney General and is accountable to the Director General of that Department for the administration of the Office of the Public Guardian. The NSW Guardianship Tribunal has the authority to review the appointment of the Public Guardian as a person's guardian and the Administrative Decisions Tribunal has the authority to review the decisions of the Public Guardian. Complaints about service delivery may be made to the NSW Ombudsman.
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