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Feedback and Complaints

At North Queensland Women’s Legal Service (NQWLS), we are always striving to provide quality and supportive legal assistance to our clients. Your feedback is valuable to us and helps us to better assist other women.

If you wish to provide your feedback you can go to our Feedback Link or download the Feedback Form.

As a client of North Queensland Women’s Legal Service (NQWLS), you have the right to make a complaint and have complaints 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 4870

Upon receiving a complaint, the Director or Principal Solicitor will:

  • document your complaint
  • contact you within 2 days to confirm we have received your complaint
  • write to you within 7 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 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.