Dear Public Trustee and Guardian For The ACT,

I have had regular dealings with your office since 2015 as grandparent/guardian to two grandchildren with trusts and also through my work at an Aged Care facility in North Canberra.

To date I have found that PTG is frequently unresponsive to simple requests, disorganised and very expensive. Anecdotally most of my colleagues, mutual clients and many third parties also have a poor view on the services you provide to Canberrans.

Upon reading some of your office's annual reports I noticed that the office has maintained reply-paid posted surveys that have consistently held high levels of customer satisfaction:

2014/15: 115 Surveys, 95% met or exceeded expectations
2015/16: 96 Surveys, 89% met or exceeded expectations
2016/17: 131 Surveys, 91% met or exceeded expectations
2017/18: 131 Surveys, 91% met or exceeded expectations (again!)
2018/19: 66 Surveys, 95.15% met or exceeded expectations

I find this to be very inconsistent with personal experience and in contrast with stories from other people dealing with your office. I am concerned that these statistics are either manipulated by removing negative surveys or customers are only provided surveys that are likely to give a positive result, such as people receiving a free will.

Under Freedom of Information could you please provide a detailed summary for each years' survey results indicating what was the particular service/function provided to survey participants, then also provide a summary ratio of all client types for that financial year. One would expect that surveys adequately reflect the full customer base.

Additionally could you please explain why 2017/18 is identical to the previous year and why there was only half of surveys done in the 2018/19 financial year?

Yours faithfully,

Mrs Kate Andrews