Shoalcoast Community Legal Centre (Shoalcoast) Client 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. However, if you feel uncomfortable about speaking to anyone in the following complaints process, you are welcome to skip that step and try the next one.
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.
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 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.
The Shoalcoast Centre Manager will telephone you to discuss your complaint. They will make a suitable time to meet with you. Alternatively you may decide it can be dealt with over the telephone.
The Centre Manager is responsible for the following:
If this step does not assist to resolve the issue, the Centre Manager will refer the matter to the Centre Management Committee.
After receiving written notification of the complaint, the Management Committee will form a complaints sub-committee to investigate the complaint.
Complaints Sub Committee
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