Respectful behaviour
Most customers behave respectfully when engaging with NSW Trustee and Guardian. In a small number of cases, customers may behave in ways that are difficult to manage, despite our efforts to assist. Our teams and customers all deserve to feel safe and to be treated with respect.
Respectful behaviour includes all of the following:
- treating us and other customers as you would like us to treat you
- explaining what you need without yelling, threatening or abusing our staff
- listening to our staff so they can help you
not filming, recording or photographing our staff without their consent.
Unreasonable customer behaviour
Unreasonable customer behaviour is any behaviour by a customer that raises health, safety, resource, or equity issues for our organisation, our staff, or customers. This may be due to the nature, severity, or frequency of the behaviour.
- Abusive, aggressive or threatening behaviour will not be tolerated.
- If you’re aggressive, we may ask you to leave our premises or end a phone call with you.
If you’re violent or make a threat of violence, we’ll call the police.
Customer complaints
Our customer complaints process explains how we manage feedback. For more information, refer to Contact NSW Trustee and Guardian | NSW Government
NSW Trustee and Guardian Advisory Group
NSW Trustee and Guardian has formed a new Advisory Group to enable the voices of the people we serve to inform and help improve our services.
The membership of the NSW Trustee and Guardian Advisory Group reflects the diverse range of people that NSWTG represents or provides services to. This includes:
- People with lived experience
- Relevant peak or representative bodies, and
- Diverse communities, including Aboriginal peoples, culturally and linguistically diverse groups, and LGBTQIA+ people.
The Advisory Group was developed after consultation with stakeholders about the best customer engagement and feedback methods. It will advise on all NSWTG service areas: Public Guardian, Estate Management, and Estate Planning and Administration.
The Advisory Group is Chaired by CEO Brian Woods and will meet at least four times a year. The first meeting took place in July 2024 to introduce NSW Trustee and Guardian’s services and the Advisory Group’s terms of reference.
Purpose
The purpose of the Advisory Group is to ensure that the voice of customers and represented people is included in decision making about NSW Trustee and Guardian’s strategic direction, services, and how these are delivered to customers.
Key advisory functions include:
- Gathering feedback on organisational priorities and approaches with peers and members.
- Providing policy and strategic advice on the design, implementation and evaluation of the organisation’s services and engagement.
- Advising the organisation on emerging issues relating to our customers and represented people.
- Providing input to enhance inclusion and accessibility of NSWTG’s services and systems.
Membership
The Advisory Group’s 15 members were nominated by the respective organisations below:
| Organisation | Focus |
| ACON | Community health, inclusion, HIV responses for people of diverse sexualities and genders. |
| Intellectual Disability Rights Service (IDRS) | People with intellectual or other cognitive impairment, promoting and protecting their rights. |
| Senior Rights Service | Supporting older people with free legal advice, advocacy, and information. |
| Mental Health Coordinating Council (MHCC) | Supporting better outcomes for people living with mental health conditions. |
| Synapse | Supporting people impacted by brain injuries. |
| National Disability Service (NDS) | Represents more than 1000 service providers who operate services for Australians with all types of disability. |
| First Peoples Disability Network (FPDN) | Supporting Australia’s First Peoples with Disability, their families, and communities. |
| Council for Intellectual Disability (CID) | Supporting people with intellectual disability. |
| Multicultural Disability Advocacy Association (MDDA) | Advocating for the rights of people with disability from CALD and CARM backgrounds. |
| Dementia Australia (DA) | Supporting people living with dementia, their families, and carers. |
For more information, please contact disability.advocacy@tag.nsw.gov.au
Business ethics statement
Our Business Ethics Statement guides commercial partners and suppliers on how to work
with us. All suppliers that undertake work on behalf of NSW Trustee and Guardian must do so in accordance with our Business Ethics Statement. Learn more about our Business Ethics Statement (PDF 215.04KB).
Tenders and business opportunities
For information about current and forthcoming NSW Government opportunities visit Opportunities Hub - buy.nsw.
For more information about doing business with NSW Government visit buy.nsw Supplier Hub where you can register your organisation to be notified of future opportunities.
If you need assistance, email buy.nsw@customerservice.nsw.gov.au or call the buy.nsw Service Centre (during business hours):
Phone: 1800 679 289 or International +61 2 8229 2322
NSW Government contracts register
As per the Government Information (Public Access) Act 2009 (No 52) (Part 3, Division 5, section 35), we maintain a register of government contracts that records information about each contract to which NSW Trustee and Guardian is a party that has (or is likely to have) a value of $150,000 (including GST) or more.
A copy of our government contracts register is published on NSW Government eTendering.
The Government Information (Public Access) Act 2009 also requires the contracts register to include a copy of each Class 3 contract, you can access any Class 3 contracts.
To request contract information, please refer to Access to information.
Our corporate details
| Entity name | NSW Trustee and Guardian |
| Entity type | State Government Statutory Authority |
| ABN: | 63 764 821 435 |
| Address | 160 Marsden St, Parramatta NSW 2150 |
| Postal address | Locked Bag 5115 Parramatta NSW 2124 |
Contact NSW Trustee and Guardian
For general enquiries, call:
- 1300 109 290 within Australia
- +61 2 9240 0702 from overseas
More options to contact us.
Between September and November, some customers will receive a survey by email, phone or post about a recent experience with us. The survey feedback will help us improve our services. Read more about these surveys in our News Section