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Service Access

Clients rights and responsibilities 

Client's Rights: 

  • To be treated in a respectful, non-judgmental and non-discriminatory way. 

  • To receive appropriate, thorough and well-researched advice and/or referrals to other agencies. 

  • To understand our guidelines for providing legal services, which we will discuss and explain on request. 

  • To be treated with honesty, respect, dignity and regard for your privacy and confidentiality.

  • To bring a support person when you attend this service. 

  • To an interpreter, if needed. 

  • For your information to be treated confidentially at all times.

  • To voice a concern or make a complaint. 

Client's Responsibilities: 

  • To treat staff, volunteers and other service users with respect at all times. 

  • To not act in a rude, aggressive or abusive manner towards staff, volunteers or other service users. 

  • To understand you are receiving a free legal advice appointment and that ongoing work/casework is resource intensive and is therefore available only in limited circumstances.

  • To supply correct information about yourself and your situation so that staff fully understand what is happening and can assess how to best assist you.

  • To participate actively with staff to resolve issues together. 

  • To act in a way that doesn’t put yourself or any other person at risk, or compromise any person’s safety. 

  • To arrive at your appointment on time. 

  • To inform the Centre if you cannot make your appointment and reschedule if necessary. 

Complaints Procedure

Customer/client complaints can be received through the completion of client survey’s relating to advice/casework or community legal education as well as over the telephone, face to face and by electronic means such as email. Complaints may be of a legal or non-legal nature. The following process will be adhered to when a customer/client complaint is received

Informal Complaint Process: 

  • Any complaints made on a returned survey form shall be brought to the attention of the CEO. 

  • If a complaint is made by telephone or over the counter, the administrator will discuss and attempt to resolve the issue to the client’s satisfaction.  

  • If the client is not satisfied with this outcome he/she can request further action be taken. The administrator will then refer the matter to the CEO 

  • If available at the time the CEO will discuss and attempt to resolve the issue. If the CEO is unavailable the client will be advised that the CEO will contact the client to arrange a time to discuss the issue. The CEO will contact the client in a timely fashion and attempt to resolve the issue.  

  • If the complaint is not resolved to the satisfaction of the client he/she may be invited to submit a formal complaint.  

  • All complaints must be documented using the ‘Client Complaints’ template and then filed in a Complaints Folder. A copy should also be placed on the client’s file or advice sheet. 

Formal Complaint Process: 

  • The complainant lodges a formal complaint in writing.  (This may also include email). 

  • The complaint is forwarded to the CEO for resolution. 

  • The CEO must acknowledge in writing the receipt of the complaint within five working days. 

  • The complaint is investigated by the CEO in a timely manner. 

  • The CEO writes to the complainant outlining the investigation and resolution. 

  • The CEO reports complaint resolution process to the Board. 

  • The complaint is filed in a Complaints Folder. A copy should also be placed on the client’s file or advice sheet.

To request a client complaints form please contact PCLS admin team: hello@peelcls.com.au

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