About Us

How to make a complaint

 

Making a complaint

 

As a client of Women’s Legal Service (WLS) you have the right to make a complaint and have complaints dealt with in a respectful, fair and timely manner.

WLS welcomes your feedback, whether positive or negative, to inform service reviews and improvements.

 

Resolving complaints

 

WLS recognises that many complaints can be resolved through informal discussion with a staff member.

Depending on the seriousness of the complaint, the staff member may seek your consent to discuss the matter with their supervisor and/or Coordinator.

If you are not satisfied with the informal resolution by the staff member, or if you are not comfortable raising your complaint with the staff member, you can make a complaint directly to the Coordinator of WLS.

 

Complaint procedure

 

To make a formal complaint about any aspect of WLS, you can contact the Coordinator.

A complaint may be made to Women’s Legal Service:

  • in person with the relevant staff member or Coordinator 
  • by phone on: (07) 3392 0644 
  • by post to:  PO Box 119 ANNERLEY   QLD   4103 
  • by email to: admin@wlsq.org.au.

Upon receiving a complaint, the Coordinator will:

  • document your complaint
  • write to you to confirm we have received your complaint and explain what is being done to resolve your complaint.

Wherever possible, complaints will be investigated and resolved within 28 days.

 

Complaint review

 

If you are not satisfied by the proposed resolution of a complaint, you may seek a complaint review. Complaint reviews can be requested by writing to the President of the Management Committee.

 

Confidentiality

 

All information regarding your complaint will be kept private to those directly involved in the complaint and its resolution.

 

Download the Complaints Brochure here.