This audit finds that neither the Office of the Public Guardian nor the Public Trustee of Queensland had properly designed their complaints management systems for people with impaired capacity.

The report recommends that the Office of the Public Guardian (OPG):

1. measures and monitors complaint response times and reports regularly on how many complaints are finalised within target time frames

2. makes its complaints management system easier to use, by

• making information clear and easy to understand with alternative language or using video, audio, or graphics
• offering an online complaint form

3. makes the Complaints Management Policy and Procedure easier to understand

4. ensures all complaints received are recorded accurately and on time, including complaints received and resolved at a local level. To do this, OPG should

• clearly define all data fields in the complaints management system so that staff understand their use and purpose
• provide staff with specific guidance and training on recognising and assessing complaints, and recording them in the system
• carry out quality assurance checks and record the results, to make sure staff manage complaints appropriately and record the complaint accurately

5. improve complaints management training and support for staff including

• targeted training in handling complaints from clients with impaired decision-making capacity
• finalising and implementing its internal complaints management procedure to provide staff with better guidance and support
• reviewing training effectiveness to ensure it meets both organisational and staff needs

6. improves system and process effectiveness, by

• seeking client feedback on complaints handling
• developing better data to identify issues and to inform improvement
• measuring and reporting on performance.