Our Complaint Policy and Process
As a client of North Queensland Women’s Legal Service (NQWLS) you have the right to make a complaint and have your complaint dealt with in a respectful, fair and timely manner. NQWLS welcomes your feedback, whether positive or negative, to enable us to develop, improve and grow as a Service.
NQWLS 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 the Principal Solicitor and/or Director.
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 Principal Solicitor or Director of NQWLS.
All information regarding your complaint will be kept private to those directly involved in the complaint and its resolution.
To make a formal complaint about any aspect of NQWLS, you can contact the Director.
A complaint may be made to North Queensland Women’s Legal Service:
in person with the relevant staff member, Principal Solicitor or Director
by phone on: (07) 4772 5400 or (07) 4033 5825
by mail to: PO Box 2209 Townsville QLD 4810 or
PO Box 2542 Cairns QLD 4870by email to: director@nqwls.com.au or principal@nqwls.com.au
Upon receiving a complaint, the Director or Principal Solicitor will:
document your complaint
contact you within 2 business days to confirm we have received your complaint
write to you within 7 business days to explain what is being done to resolve your complaint.
advise you of the outcome of your complaint
Wherever possible, complaints will be investigated and resolved within 14 business days.
If we need to meet with you during the investigation process, you have to right to have an advocate, support person or interpreter present.