Feedback

The Illawarra Legal Centre values feedback about how we provide services to the public. As a client of the centre you have the right to:

Be fully informed about the kinds of services we provide

Be treated with respect and dignity

Have the right to privacy and confidentiality respected

Let us know of any concerns you may have about the services you are receiving

Make a formal complaint about the service.

What do I do if I am not satisfied?

If you are not satisfied or have any concerns with our services, please contact the person you dealt with, and she or he will try to resolve your concerns immediately.

If you feel uncomfortable about talking to the staff member involved, or if you are unhappy with result, please ask to speak to the Coordinator.

If you are still not satisfied, you can make a formal complaint.

What do I do if I need to make a formal complaint?

If you do not feel confident or you are not in a position to explain your complaint, you can have a friend or other person speak for you.

If you need the assistance of an interpreter you can ask the Coordinator to arrange this for you. You can contact the Centre through the Telephone Interpreter Service TIS on 131450. If you need an Auslan interpreter, contact the Centre through the National Relay Service on 133677.

How do I make a formal complaint?

Step 1

Write to the Chairperson of the Illawarra Legal Centre, PO Box 139 Warrawong 2502

Please give your name, contact address, and the details of your complaint. If you are unable to write a letter, talk to the Coordinator of the Centre who will pass on your complaint.

Step 2

You will be notified on writing that your complaint has been received. A management sub-committee will be appointed to investigate your complaint.

Step 3

The Management Sub Committee will investigate your complaint and will write to you explaining the results of their investigation. They will let you know what action has been taken as a result of your complaint.

Step 4

If you are not satisfied by the action taken by the Centre, (and depending on the reason for your complaint) you may complain to one of the other organisations listed below:

Legal Services Commissioner
Tel 1800242958
GPO Box 4460
Sydney 2001

Anti Discrimination Board NSW
Tel 024224 9960
PO Box 67
Wollongong East2520

Human Rights and Equal Opportunity Commission
Tel 1300369 711
GPO Box 5218
Sydney 1042.