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Compliments, Complaints and Suggestions
Your feedback is important and valued.
State Trustees welcomes all feedback about the services and products we provide to our clients and the way they are delivered.
Your feedback might be any one of the following:
- a suggestion about an improvement;
- a compliment about a staff member, service or product;
- a complaint or concern about a service, product or way it was provided,
Your feedback is used to improve the quality of products and services provided by State Trustees. It can be confidential and will not affect the services provided for you. It will be treated with respect and dealt with in a timely and courteous manner.
State Trustees is committed to excellent service and exceeding our client’s expectations during every interaction.
For more information, download a copy of our Resolving Complaints brochure
Provide your feedback directly to us
Online
Write to us
Client Feedback
State Trustees Limited
GPO BOX 1461
Melbourne Vic 3001
Email us
Please email us at clientfeedback@statetrustees.com.au
Call us
Contact the Client Feedback Coordinators by phone on:
03 9667 6200
03 9667 6206
We are available Monday to Friday from 9am – 5pm (apart from public Holidays). If you call and we’re are not available, you may leave a message and we will call you back as soon as possible.
What happens after we’ve received your feedback
If you have provided us with a complaint, we will contact you and let you know we have received your complaint and inform you of any decisions made and/or action taken. We aim to investigate and resolve complaints within 28 days.
If you remain dissatisfied with our response, you may contact the Victorian Ombudsman (VO). The VO responds to complaints about an action or decision made by a Victorian public organisation. Their service is independent, impartial and free.
To lodge a complaint with the Victorian Ombudsman:
- Fill out a complaint form online or;
- Email directly to complaints@ombudsman.vic.gov.au
Provide feedback in another language
Call the Client Feedback Team and request an interpreter to speak about your feedback, during business hours.
You may write to us via letter or email in your preferred language and we will arrange for this to be translated at no charge to you. You may also submit feedback in your preferred language.