Tasmania's Public Trustee, appointed to manage the finances and affairs of people when they are unable to, has "genuinely misunderstood" its role for more than 25 years, an independent report has found.
The report, ordered by the state government in June after concerns were raised in the media, also found a high level of dissatisfaction with the way the body communicates with clients.
In one case, a man who was subject of an emergency order following hospitalisation had the contents of his home cleared out by the trustee due to miscommunication.
The trustee also made plans under an administration order to close the lease on his rental property.
"A staff member in one of the establishments the person was moving from or to was requested by telephone from the office of the Public Trustee to ask the person 'if he wants anything from his home'," the report, made public this week, reads.
"The person, responded 'no' to the relayed question. If he was thinking that he was being asked if he wanted anything from home in the short term, that was not the case.
"His answer was mistakenly received as giving approval for the Public Trustee to clear the home."
The report, by former commonwealth director of public prosecutions Damian Bugg, received 71 submissions and makes 28 recommendations.
Among them, it calls for improved communication with clients and families, greater oversight to ensure people are confident their complaints are being considered, and better staff training.
Attorney-General Elise Archer said the government would take time to consider the recommendations.
"(This is) an opportunity to continue to improve the processes and systems of the Public Trustee and provide for a better client focus in order to meet its statutory obligations and community expectations into the future," she said.
"This is particularly important in its work with vulnerable Tasmanians, at what can be the most difficult time in their lives."
Mr Bugg said some submissions were critical of the trustee disposing of property with sentimental value without apparent proper discussion.
He noted the trustee, which manages the finances of some 1300 Tasmanians, was required by law to "act at all times in the best interests of the represented person".
After correspondence with the trustee's board, he concluded that "for 26 years the Public Trustee has genuinely misunderstood the duties of an administrator under Section 57".
He said he had spoken with people concerned about the trustee's apparent lack of empathy and engagement. Others expressed frustration with lack of communication.
A mother who travelled to the trustee's Hobart head office to speak about her 50-year-old son's account had the police called on her by security when she refused to leave until she had spoken to someone.
"The police arrived and on hearing from the frustrated and annoyed mother ... it was suggested that the manager be called and the officer returned to the station," the report reads.
"An internal review resulted in a letter of apology from the office."
Australian Associated Press
