CLIENT SERVICE CHARTER

Our Client Charter is our service promise. It sets out what clients can expect from us, and what we require from our clients.

SERVICE STANDARDS

CQCLC is committed to providing a quality service to all clients and will adhere to the following standards.

We will:-

• Explain our services and how you can use them.
• Be courteous and approachable.
• Actively listen to you, treat you as an individual and try to meet any special needs.
• Provide accurate and appropriate information and advice.
• Discuss your legal problem and help you understand available options.

EXPECTATIONS OF CLIENTS

Let us know if you have any particular needs.
Give us complete, honest and accurate information.
Bring relevant documents and written information with you.

Let us know if you need to cancel an appointment.
Let us know if you change your address or phone number.
Treat staff and volunteers with courtesy, respect and consideration. If you do not do so, we may provide a warning and/or end the appointment or discussion we are having with you.

WHAT A LAWYER CAN DO FOR YOU

• Treat you fairly and without discrimination.
• Inform you about what the law says in a way that you understand.
• Give you choices about what you can do.
• Inform you about other services that may be able to assist you.

WHAT A LAWYER CAN’T DO FOR YOU

• Spend all their time on your matter.
• Do everything right away.
• Always say what will definitely happen.
• Always be available for your phone calls.
• Offer financial or taxation advice.

ACCESS AND EQUITY STATEMENT

CQCLC is committed to maximizing access to the organization’s services for everyone within the agreed target client group and to ensuring equity of access across eligible services users. CQCLC will work within its available resources whilst endeavouring to optimize access for people to its services and activities. CQCLC aims to create a positive environment for all clients.

PRIVACY AND CONFIDENTIALITY STATEMENT

When you attend CQCLC, our staff will begin by asking you for information about yourself and your matter. It is necessary to collect this information for our own records and because our funding body require some of the information. No identifying information is ever provided to the funding body. All information collected is strictly private and confidential. Staff and volunteers are bound both by law and our own policies and procedures not to disclose any information provided by you without your permission, unless required by law, the community legal center’s accreditation scheme or to our insurer. CQCLC is committed to supporting the National Privacy Principles and our procedures relating to personal information are designed to ensure that you are fully protected under Australian privacy laws. This privacy policy covers our treatment of personally identifiable information that we collect when you use our service.

CLIENT FEEDBACK AND COMPLAINTS PROCESS

Feedback may be provided by individual clients and stakeholders on their own initiative or in response to requests from CQCLC. Individual clients and stakeholders may provide feedback by taking part in CQCLC’s Client Satisfaction Survey, completing a Client Evaluation Form (available on request or on our web site) or by making a complaint to the Centre.

CQCLC is committed to ensuring that any person or organization using CQCLC’s services or affected by its operations directly has the right to lodge a complaint, appeal a decision of the organization and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency. A person wishing to make a complaint should do so in the following order.

1. To the staff member concerned.
2. To the Business Manager and/or Principal Solicitor.

If not satisfied with the outcome from the above, then you are at liberty to make an application to The Legal Services Commission on 1300 655 754.  Information can be found on their website: lsc.qld.gov.au.