The Queensland Public Trustee says it is improving its public consultations ahead of a new fee structure. 

It comes after a critical Four Corners report in 2022 scrutinised the organisation’s adherence to its legal and ethical duties, focusing on a customer-centric approach to guardianship.

The report raised alleged systemic failures, including the absence of crucial strategic decision-making frameworks and a lack of enforcement for existing guidelines. 

“The Public Trustee’s customer service standards outline that voicemails should be returned in 3 business hours and emails responded to in 2 business days. There is currently no way to report on compliance with these standards,” customer advocate Melissa Rodgers says according to reports this week. 

Suggested changes include the creation of accessible information systems for assets managed by the trustee and enhancing overall communication strategies. 

The Queensland Public Trustee, Samay Zhouand, has announced the official proposal for improved billing transparency and fee reductions. 

Proposed changes are aimed at simplifying fee structures and making them more equitable.

“Before implementing any changes to QPT fees, we are seeking feedback from the public through consultation,” Zhouand says. 

The efforts also address concerns highlighted in the Public Advocate’s report and recommendations from the Disability Royal Commission regarding the review of fees and charges by public trustees. 

The proposed reforms promise to balance service costs with public interests, ensuring the financial sustainability of the services provided by the Queensland Public Trustee.

The community is encouraged to participate in the consultation process by submitting their feedback on the proposed changes by 3 April 2024, with further details available on the official website.