Your feedback is important to us
We will handle any complaints about our service in a fair and open way and make every reasonable effort to resolve complaints to the satisfaction of everyone involved.
If you make a complaint, you can expect we will:
- treat you with courtesy, fairness and respect
- tell you what to expect while we investigate your complaint
- carry out the complaint handling process in a fair and open way
- provide reasons for decisions that are made
- protect your privacy
- arrange an interpreter (if required)
Who can make a complaint?
Anyone can make a complaint. You do not have to be an ongoing client from us to make a complaint.
You may make a complaint on behalf of someone else if you have their permission to do so.
How do I make a complaint?
We encourage you to speak with our Client Services Manager before formally submitting a complaint, she might be able to help you resolve your matter without making a complaint.
If you do want to make a complaint, you can do this by:
- Submitting a complaints form through this site
- emailing your complaint to firstname.lastname@example.org
- calling us on (02) 6257 4377
- making an appointment to speak with the Client Services Manager in person
- sending your complaint to GPO Box 1726, Canberra City, ACT 2601
Our complaints form provides guidance on the information we will need to investigate your complaint.
What happens once I make a complaint?
- provide written confirmation that we have received your complaint within five working days
- explain what will happen while the complaint is being dealt with
- tell you who at the Centre will deal with the complaint
- explain what will happen next, such as when you are likely to be contacted again.
Our preference is to communicate with you via email. If you do not have an email address we will agree an alternative method of communication with you.
If the complaint is simple, we may be able to resolve it very quickly. If the complaint is more complicated, it may take longer to resolve. In all cases, we will do our utmost to ensure a timely decision and aim to finalise the process within a month of receiving the complaint.
Once the complaint has been investigated by the Centre, you will be informed of the outcome, including any actions that will be taken to resolve the issue. You may wish to raise any ongoing problems or concerns at this time.
Sometimes it may not be possible for a complaint to be resolved completely. If this is the case, Centre staff may work with you to look at other options to address your issues.
The ACT Law Society manages complaints against lawyers and associates of legal practices. You can make a complaint to the ACT Law Society if you think the Centre’s legal practice has not met their professional obligations. We encourage you to raise your complaints with the Centre first to see if we can resolve them.