Auditor-General, Brendan Worrall has tabled the first part of his report, Responding to Complaints from People with Impaired Capacity, in Parliament.
In a statement accompanying the report, Mr Worrall said it would be delivered in two parts.
“In Queensland, the public guardians and administrators of people with impaired capacity are the Public Trustee of Queensland and the Office of the Public Guardian,” the Auditor-General said.
He said the tabled part of the report dealt with the Public Trustee of Queensland.
“This report looks at managing complaints in the administration system and whether the Public Trustee has effective systems and processes to receive, manage and review complaints,” Mr Worrall said.
He said the report also considered whether the Public Trustee responded to complaints on time and whether it reviewed the effectiveness of its complaint management system and process to make improvements.
Mr Worrall said the Queensland guardianship and administration system helped adults with impaired decision-making capacity manage their personal and financial matters.
“Every organisation that deals with the public will receive complaints; however it can be difficult for adults with impaired decision-making capacity to raise issues,” Mr Worrall said.
“Therefore, complaints management in the guardianship and administration system needs to be well designed and effective.”
He said the overall objective of the audit was to look at how well Queensland’s guardianship and administration system managed complaints to improve the protection of people with impaired decision-making capacity.
“We will report our findings on the Office of the Public Guardian later in 2020-21,” Mr Worrall said.
The Auditor-General’s 32-page first part of his report can be accessed at this PS News link.
