Making a Complaint about SCLC

Information Sheet for Clients: Steps for Making a Complaint

Shoalcoast Community Legal Centre (Shoalcoast) Client Feedback and Complaints Policy is based on the approach that informal conciliation is the best method for resolving a dispute, with formal measures being a last resort.

You may have someone accompany you when making a complaint to act as a support person/advocate, such as a family member or a friend. If you require assistance with arranging such support, you may wish to contact a relevant advocacy service.

Step One – Speaking to the staff member you have a complaint about

Make an appointment to speak to the staff member you have the problem with. If this does not assist to resolve the issue, you need to contact the Centre Manager on (02) 4422 9529 or 1800 229 529. Alternatively, you can write to the Centre Manager at PO Box 1496, Nowra, NSW, 2541 – mark your letter ‘Confidential’.

If you do not wish to speak to the staff member

If you feel uncomfortable speaking with the staff member about your complaint, telephone Shoalcoast and speak to the Centre Manager. If he/she is not available leave a message and the Centre Manager will return your call. The Centre Manager will respect your concerns and the staff member involved will not deal with your complaint.

Step Two – Making a formal complaint through the Centre Manager

The Shoalcoast Centre Manager will contact you to discuss your complaint.

Step Three – Complaint dealt with by the Centre Management Committee

After receiving written notification of the complaint, if necessary, the Management Committee will form a complaints sub-committee to investigate the complaint.

Step Four – Complaining to an external agency

If you are not satisfied with the outcomes of an internal investigation by the Centre Management Committee, you can complain to the following organisations:

Complaints about solicitors may be made to:
Office of the Legal Services Commissioner: 1800 242 958

Complaints about Shoalcoast to the funding body:
Program Manager, Community Legal Centre Funding Legal Aid Commission of NSW: (02) 9219 5000

Your Privacy

Shoalcoast Client Privacy Information Handout is publicly available on our website. Our privacy policy aims to ensure that client personal records are kept confidential and that all information is correct and up to date. Clients can access their personal information, upon request, in the company of an appropriate staff member.