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Feedback and complaints policy

Making a complaint or compliment?

We welcome comments from clients, community partners, and our suppliers. 

Feedback may be about:

  • legal aid policies and processes
  • a staff member or supplier behaviour or attitude
  • a staff member or supplier performance or professional competence
  • privacy or confidentiality.

Lodging a complaint or compliment

We prefer complaints to be submitted in writing. 

You can:

Either way, when we receive your form it goes straight to our head office.

If you can't access our feedback forms, you can call us on 1300 65 1188 or visit one of our customer service counters and tell us your issues. A customer service officer will complete a form for you.  We can also organise an interpreter if you need one.

Concerns that must be submitted in writing are:

  • a request for the review of a decision about an application for legal aid
  • a request for a change of solicitor
  • complaints about the financial eligibility of another party
  • complaints about a family law matter that is still in progress
  • privacy complaints.

We can't accept a complaint about a matter that was finalised more than a year ago.

Making an anonymous complaint

We can accept and investigate anonymous complaints but we can't advise the outcome.

Making a complaint on behalf of someone else

You can make a complaint on behalf of someone else, but we can't give you information about the outcome without written authority due to the secrecy provisions in the Legal Aid Queensland Act 1997.

What can I expect to happen after making a complaint?

We will contact you within 5 working days by phone or in writing to confirm we have received your feedback.

If your complaint is not complex, we will be able to investigate it quickly, and send you a response within 20 working days.

If your complaint is more complex, our investigation may take longer. If it is not finalised with 20 working days we will write to you with an update on our progress. 

We can't give you any information that contravenes the confidentiality requirements of the Legal Aid Queensland Act 1997 and the Information Privacy Act 2009.

What is expected of me?

If you are making a complaint, please give clear information about your concern—such as:

  • what happened
  • when it happened
  • who was involved
  • what outcome you hope to get from your complaint.

How your comments help us to improve

Your feedback is important to us, so we ensure a senior staff member investigates all issues thoroughly. We also analyse all of our feedback every quarter to see what processes and services can be improved.

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