About Us

Client rights and responsibilities

 

Client rights

 

As a client of Women’s Legal Service (WLS), you have the right:

  • to be treated with courtesy and respect
  • to receive a service in a safe environment
  • to a professional service from qualified staff and volunteers
  • to non-judgemental legal advice, in plain English
  • to request an interpreter
  • to request an appropriate supportive adult to be with you
  • to have access to information about your matter held by WLS, and to have copies of documents where requested
  • to make a complaint and have complaints dealt with in a fair and timely way
  • to confidentiality. Your personal information will not be released outside WLS, except in the following circumstances:
    • where you have provided consent 
    • if there is a danger to yourself or others 
    • if we are required by law

within the limits of the Women’s Legal Service resources, guidelines and policies.

 

Client responsibilities

 

You have a responsibility:

  • to treat staff and volunteers with courtesy and respect
  • to care for your children while at WLS.

 

Children at WLS

 

WLS welcome children to the service, but do not allow children into legal or social work appointments.

We take all reasonable steps to provide a safe and inviting space for women and children. However, your children’s care remains your responsibility.

 

Client feedback

 

WLS welcome your feedback, positive and negative, to inform service reviews and improvements.

If you would like to make a complaint about any aspect of WLS, please see our complaints procedure.

 

Information privacy

 

When you contact WLS, we will ask you for information about yourself and your matter. This information is necessary to assist you and for our own records. We are required by law to keep your personal information confidential.

WLS are required to provide some nonidentifying client information to our funding bodies. If you are asked for sensitive information, the staff member or volunteer must explain why the information is required.

 

Client files

 

Client records are kept on file at WLS.  Unless there are extenuating circumstances, files are destroyed seven (7) years after the finalisation of your matter.

 Download the Brochure here.