NSW Trustee and Guardian Customer Surveys
NSW Trustee and Guardian will be surveying customers about our services from September through to December 2024. The surveys will help us improve how we listen, learn and act on customer feedback in the future.
Some NSW Trustee and Guardian customers will be sent the survey after a specific interaction with either the Public Guardian, Financial Management or Estate Administration teams.
This is an opportunity for customers and their support people to share their thoughts on what is going well and what could be improved.
Please know:
- participating in the survey is optional and you can choose not to answer questions
- all survey responses are anonymous unless you wish to leave contact details so that we could discuss your feedback with you
- participating in the survey will not change how NSW Trustee and Guardian treats you.
How customers will be contacted
The NSW Trustee and Guardian Customer Voice Team will be contacting some customers with an invitation to participate in the survey by email, post or phone. The survey questions can be completed online or on a printed survey, and an Easy Read version will be available for Public Guardian and Financial Management customers.
The surveys will be offered to customers after a recent service interaction:
- people with a NSW Public Guardian will be asked about a recent accommodation decision
- people with a NSW Trustee and Guardian Financial Manager will be asked about their recent budget review
- beneficiaries of an estate being administered by NSW Trustee and Guardian will be asked about their experience so far, after Probate has been obtained.
As the surveys are asking about a recent moment, we won’t be contacting all customers this time.
The email address we will contact customers from is feedback@tag.nsw.gov.au and these emails will include a link to the survey.
Customers can also request to complete the survey with the support of an interpreter.
What the surveys will ask
The surveys will ask about the outcomes that are important to customers during a service experience. This includes:
- providing information that is easy to understand
- understanding the needs of our customers
- involving customers in decisions that affect them
- communicating with respect and empathy.
What we will do with the information
The feedback insights will enable NSW Trustee and Guardian to improve our services and highlight the important aspects of our service we should focus on.
What we learn from the project will allow us to improve and expand the ways we seek customer feedback as part of our future Voice of Customer program.
Data privacy and safety
NSW Trustee and Guardian must follow the Privacy and Personal Information Protection Act 1998 when we handle personal information. To learn more please visit our Privacy Information page.
When we contact customers we may use email, post or phone, depending on what is most suitable.
If you have any concerns about if it is safe to answer the questions, you can either:
- Email feedback@tag.nsw.gov.au
- Call 1300 109 290