Complaints Procedure and Privacy Policy

As a specialist program of the St Kilda Legal Service (SKLS), the LBTIQ Legal Service is governed by policies and procedures of St Kilda Legal Service.

The complaints procedure, laid out below can also be viewed on the St Kilda Legal Service website. Click here to access the privacy policy, which can also be accessed on the St Kilda Legal Service website.

Complaints Procedure

St Kilda Legal Service is committed to ensuring that any person or organisation using SKLS services or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.

SKLS will provide a complaints procedure that:

  • is simple and easy to use
  • is effectively communicated to all clients and stakeholders
  • ensures complaints are fairly assessed and responded to promptly
  • is procedurally fair and follows principles of natural justice
  • complies with legislative requirements.

Principles

SKLS will:

  • acknowledge all complaints it receives
  • treat all complainants with respect, recognising that the issue of complaint is important to the complainant
  • maintain confidentiality of parties involved
  • keep parties to the complaint informed of progress of the complaint
  • ensure that a complainant is not penalised in any way or prevented from use of services during the progress of an issue
  • ensure that feedback data (both positive and negative) is considered in organisational reviews and in planning service improvements
  • ensure that staff and volunteers are given information about the complaints procedure as part of their induction and are aware of procedures for managing client feedback and complaints.

Procedure

 

Making a complaint

  • A person wishing to make a complaint may do so in writing or verbally to the Principal Lawyer. If the complaint is about the Principal Lawyer, the complaint should be made to the Chair of the Board.
  • Written complaints may be sent by mail or email to the Principal Lawyer. The Principal Lawyer will then advice the Chair of the Board of the complaint.

Record keeping

A complaints register will be maintained by the Principal Lawyer and Chair of the Board and will record the following for each complaint:

    • Date lodged
    • Category of complainant
    • Nature of complaint
    • Status of complaint
    • Outcome
    • Complainant advised
    • Any further action.

Copies of all correspondence will be kept electronically.
The complaints register and files will be confidential and access is restricted to the Principal Lawyer and Chair of the Board.

Further complaint options

Depending on the nature of the complaint, complaints can also be made to:

Victorian Legal Services Commissioner – Website: http://lsbc.vic.gov.au/  – Phone: 1300 796 344

Office of the Australia Information Commissioner – Website: www.oaic.gov.au – Phone: 1300 363 992

Clients from culturally and linguistically diverse (CALD) backgrounds

SKLS recognises that clients have diverse cultural and linguistic backgrounds, and that, for some people, this may limit the ease or confidence with which they are able utilise feedback and complaints procedures.

SKLS will seek to prevent and/or address disadvantage which may be encountered by service users in providing feedback or making complaints through:

  • Where possible, having relevant documents translated in other languages
  • Assisting clients to access interpreter services as required
  • Encouraging clients to obtain assistance and support from other relevant organisations and individuals
  • Incorporating flexibility into feedback and complaints processes where this may be required

Contact us

Get in touch with the LGBTIQ Legal Service for general inquiries, legal help and advice.

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