The Public Trustee is committed to service excellence and monitors its service to ensure that it meets the standards set out in the Public Trustee's Standards of Service Charter.
The Public Trustee and staff are committed to:
Public Trustee clients will be dealt with courteously, promptly and in a professional and caring manner by all staff.
Where a response is required, all correspondence will be replied to or acknowledged within seven working days of receipt.
The Public Trustee will treat your affairs as confidential and will not pass any information about your affairs to any other person or organisation without your consent or unless required to do so by law.
Personal appointments welcome
Clients of the Wills, Estate Management and Trust Management divisions should make an appointment to be attended to personally. This provides greater certainty for all clients to be seen at the agreed appointed time.
The Public Trustee maintains a 'Wills on Wheels' service and will visit Will clients who have a disability or are otherwise incapacitated in their home or hospital environment.
The Public Trustee ensures all Western Australians, including those with disability, have equitable access to services, information, facilities and events.
Administration will start within 24 hours of receipt of the order from the State Administrative Tribunal. When an order is revoked, the Public Trustee, on receipt of the order, will pay the balance within five working days.
A decision will be made on the purchase of personal items with 24 hours of receipt of the request to do so. Clients will then be notified immediately.
Powers of attorney
Requests for advances will be acted upon without delay.
Administration of deceased estates
At the first meeting with the Public Trustee:
Most Wills will be prepared and completed during the interview. Wills where subsequent work is required after the interview will be completed within 1-2 weeks of taking instructions.
Clients can expect complete confidentiality of the content of their Wills and all personal information given. Wills are kept in safe and secure storage and beneficiaries will be contacted promptly on receipt by the Public Trustee of advice of the death of the testator.
Where clients request specific provisions to be included in their Will that are likely to cause future difficulties in administration, they will be fully informed of the possible ramifications and advised of the appropriate alternatives.
At the time of signing the Will, clients will be fully advised of the meaning of the wording of the Will. Any change required during preparation of the Will shall be fully discussed with, and agreed to by, the client to ensure that it reflects their wishes.
Where funds are available in the estate, and administration permits, the Public Trustee will ensure that all accounts are paid within the nominated credit time.
Where possible, the Public Trustee will advance money against the security of assets in the estate in order to pay funeral expenses.
Security for clients
The Public Trustee is Government guaranteed, providing total security for clients' funds. The Public Trustee, being a body corporate in perpetuity, ensures ongoing service to all of its clients.
Our Feedback Commitment
The Public Trustee is committed to improving the quality of services provided. Feedback (complaints, compliments or suggestions) is welcome, and managed in accordance with the Department of the Attorney General's Customer Feedback Management Policy and Procedure.
Feedback can be provided by using the Department's Customer Feedback Management System on the Department of the Attorney General's website.
Other ways of giving feedback include:
The State Ombudsman
The State Ombudsman is available to assist people who have complaints about the decision-making and practices of State Government departments or agencies. The Ombudsman does not review the decisions, but the policy and procedures employed in making decisions.
If your complaint has not been resolved by the officer or manager handling the matter, or the Customer Feedback Management System, then your complaint can be made in writing to:
The State Ombudsman
PO Box Z5386
St Georges Terrace
PERTH WA 6831
Location: St Martins Tower, Level 12 44 St Georges Terrace, PERTH WA 6000
Last updated: 11-Feb-2016
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