Responding to complaints from people with impaired capacity—Part 1: The Public Trustee of Queensland

Tabled Report 5: 2020–21

Tabled date

2020-09-24

Report year

2020-21

Community welfare

Entities audited

Not identified in the published HTML audit scope.

Recommendations

1. QAO's text Addressed to: The Public Trustee of Queensland

   monitors complaint response times and reports regularly on how many complaints are finalised within target time frames

2. QAO's text Addressed to: The Public Trustee of Queensland

   makes its complaints management system easier to use, by

   • making information clearer and easy to understand with alternative language or using video, audio or graphics
   • offering an online complaints form and options for those with hearing or speech difficulties

3. QAO's text Addressed to: The Public Trustee of Queensland

   makes the Complaints Management Policy easier to understand

4. QAO's text Addressed to: The Public Trustee of Queensland

   improves its complaints management information technology system by

   • having better controls over data
   • using automatic notifications and reminders of due dates and overdue complaints
   • recording all information needed to manage complaints effectively

5. QAO's text Addressed to: The Public Trustee of Queensland

   improves complaints management training for staff including

   • targeted training in handling complaints from customers with impaired capacity 
   • reviewing training effectiveness to ensure it meets both organisational and staff needs

6. QAO's text Addressed to: The Public Trustee of Queensland

   improves system and process effectiveness, by

   • seeking customer feedback on complaints handling
   • developing better data to identify issues and to inform improvement
   • measuring and reporting on performance.

Authoritative report — Queensland Audit Office

Report PDF on QAO