The Victorian Auditor-General’s Office findings
The Victorian Auditor-General’s Office has released an independent report to Parliament titled State Trustees’ Financial Administration Services.
The report looks at how State Trustees supports people under financial administration and confirms that our services support the rights and interests of clients living with disability, dementia and/or mental illness.
It also highlights the progress we’ve made since the introduction of Guardianship and Administration Act 2019 and our improvement in understanding and supporting what matters most to each client.
The report includes three practical recommendations to help us continue improving how we support clients:
- Increasing efforts to visit existing clients to update their will and preferences and understand their financial administration needs
- Review the reasons for declining clients’ requests for additional money and ensure staff apply them consistently and in line with the Guardianship and Administration Act 2019.
- Providing more detailed reasons why we decline client’s requests for extra money and introduce an option for clients to check their account balance beforehand.
We’ve accepted all the recommendations and have already started reviewing our processes and training to support clearer and more consistent communication with clients.
We’re committed to keeping our clients informed and confident that their financial affairs are being managed with care and respect. We’re also grateful that the report reflects our progress in putting clients at the heart of everything we do.
Read the full report.
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