External Advocacy Support - Properties

⁠⁠⁠The purpose of this procurement is to engage a supplier to deliver independent, external advocacy support for Queensland Public Trustee (QPT) customers under financial administration orders whose residential property/properties are being considered for sale. The service provider will ensure that customers receive appropriate advice, assistance, and advocacy to safeguard their interests and support their decision-making.

The Queensland Public Trustee (QPT) is responsible for making financial decisions for customers under financial administration orders, including decisions relating to the potential sale of a customer’s residential property.

Currently, financial management (FM) customers may access advocacy independently or receive support on a case-by-case basis. However, there is no consistent, statewide approach to ensure all eligible customers are offered timely, independent advocacy when their property is being considered for sale. This procurement seeks to address that gap by establishing a structured advocacy service that can be offered to customers.

The service will enhance QPT’s customer-centred practice, support human rights obligations, and ensure customers have the opportunity to receive independent information, advice, and supported decision-making assistance if they choose to engage.

Desired Outcomes

• Customers are offered access to independent advocacy that supports the provision of clear information, supported decision-making, and representation of their views, wishes and preferences throughout the property-sale process.

• A consistent referral pathway enables QPT staff to offer the service to all eligible customers in a timely and transparent manner.

• Advocacy services are accessible across Queensland, including regional, rural, and remote areas, and are delivered in a culturally appropriate and inclusive manner for Aboriginal and Torres Strait Islander customers and customers from culturally and linguistically diverse backgrounds.

• The provider maintains independence, acting solely in the customer’s best interests, while working collaboratively with QPT on referral processes and communication pathways.

• Quarterly reporting provides insight into service utilisation, outcomes, and emerging issues, supporting continuous improvement and system visibility.

• Advocacy services are delivered in line with quality standards, ensuring safe, consistent, and reliable service delivery.

• Funding is provided after the initial 3 months once the referral pathway process is developed and implemented.