NSW Trustee and Guardian complaints

Submit a complaint to NSW Trustee and Guardian if you're dissatisfied with our service and want a response or specific resolution to your concern.

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Our commitment

NSW Trustee and Guardian is committed to improving our customer service and take all complaints seriously. We aim to handle complaints fairly and efficiently. If you disagree with us, call and speak to us first so that we can try to help you quickly. 

If your key contact cannot resolve your concerns, you can ask to speak to a team leader or manager. After speaking to us, if your concerns are not resolved you can make a complaint.

How to make a complaint

Online

Complete the online form below.

Email

Addressed to the Customer Resolutions Coordinator at complaints@tag.nsw.gov.au.

Mail

NSW Trustee and Guardian

Attention Customer Resolutions Coordinator

Locked Bag 5115, Parramatta NSW 2124

If you need help with submitting your complaint

Call us directly on 1300 109 290 or the 1300 number on your client contact card if you need help submitting your complaint.

Telephone complaints in languages other than English can be lodged using telephone translating services. Call TIS National on 131 450 between 8:30 am and 5:00 pm Monday to Friday.

Easy read resource

How to make a complaint easy read

This is a simple and easy to read factsheet about how to make a complaint.

Download How to make a complaint easy read (PDF 2.64MB)

Thumbnail for NSW Trustee and Guardian's How I make a complaint easy ready factsheet

What happens after I lodge my complaint?

1

Step 1

An automated reply will be sent to confirm receipt of your complaint. 

2

Step 2

The Customer Resolutions Coordinator will acknowledge your complaint within 3 business days and will assign a staff member to review.

3

Step 3

A staff member will call you within 5 business days of your complaint being acknowledged.

If you do not receive contact within this period after the acknowledgement email, please notify the Customer Resolutions Coordinator by emailing complaints@tag.nsw.gov.au.

4

Step 4

We work on an outcome to your complaint. During this time, we may or may not need to contact you.

5

Step 5

You'll usually receive a written response within 15 business days of your complaint being acknowledged. If there's a delay, we'll let you know.

Disagree with our response to your complaint?

If we have not been able to resolve your complaint, or you are not satisfied with the way we handled your complaint, you may be able to take your complaint to the NSW Ombudsman.

Complaints policy

Our complaints policy underpins our commitment to acknowledge, review and respond to complaints, while remaining open to opportunities for improving our systems and services.

We are guided by 5 key commitments that support our complaints handling processes. They are:

  • we enable complaints and make it easy for you to register a complaint  
  • we respond to complaints quickly and keep you informed
  • we resolve complaints quickly and flexibly
  • we are objective and fair, and no customer is disadvantaged by lodging a complaint
  • we ensure confidentiality where this is practical and appropriate. 

These commitments also align with NSW Trustee and Guardian's values.

Our values

Service

We are dedicated to meeting the needs and expectations of our customers.

Trust

We uphold our duty and do what we say we will do.

Accountability

We take responsibility for our actions and decisions.

Integrity

We are fair, impartial, professional, and follow the law.

Respect

We treat people with dignity and compassion.

Complaints form

Select the service(s) your complaint is about:
Preferred method of contact to discuss your complaint.
Unlimited number of files can be uploaded to this field.
25 MB limit.
Allowed types: jpg, jpeg, png, pdf, doc, docx.
Attach any additional files and only submit personal information that is relevant to your complaint.
Privacy Collection Notice

Your personal information will only be used for the purpose you are providing it in this form. Please read the privacy collection notice for more information about how we handle your information.

You are providing this personal information so that NSW Trustee and Guardian can process your request. 

This information will only be used for contacting you regarding your complaint and for directly related actions arising from your request. 

NSW Trustee and Guardian will not disclose your personal information to anybody else unless required or authorised by law, such as by court order.

NSW Trustee and Guardian will store and protect your personal information until the enquiry or purpose of contact has concluded. Subject to any other legal requirements regarding information retention, your information will be retained and disposed of in accordance with the requirements of Retention and Disposal Authorities issued under the NSW State Records Act 1998. You may opt-in to be placed on mailing lists, newsletters or other recurring communications forums. If you do, your information will be used for this purpose and stored until you chose to opt-out. 

More information

This privacy notice applies only to the information you are providing in this form. If you would like to know more about how NSW Trustee and Guardian meets its regulatory obligations in collecting, using, sharing and storing personal information, you can read the complete Privacy Policy and Plan at https://www.nsw.gov.au/sites/default/files/2024-02/nsw-trustee-guardian-privacy-management-plan.pdf.

You have the right to access your personal information held by NSW Trustee and Guardian, without excessive delay or expense. You also have the right to have your personal information corrected if it is inaccurate or out-of-date. 

If you would like to access or correct your personal information, please contact below:

NSW Trustee and Guardian Information Officer

NSW Trustee and Guardian
Locked Bag 5115
Parramatta NSW 2124
Australia

informationofficer@tag.nsw.gov.au

1300 109 290

Access to information

You may also contact NSW Trustee and Guardian if you have any questions about this privacy notice.

Background

Personal information 

Personal information is any information or an opinion about an individual whose identity is apparent or can reasonably be ascertained.

Privacy and Personal Information Protection Act 1998

NSW Government Agencies must comply with the Information Protection Principles (IPPs), which are outlined in the Privacy and Personal Information Protection Act 1998 (PPIP Act). These regulate the collection, storage, use and disclosure of personal information held by Government Agencies. 

Complaints to the NSW Ombudsman

If we have not been able to resolve your complaint, and you believe we have done something wrong, you may be able to take your complaint to the NSW Ombudsman.

Learn about when and how to make a complaint to the NSW Ombudsman.

NSW Ombudsman logo

Related information

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