OUR COMMITMENT
Our Charter of Client Rights is our service promise. It sets out what clients can expect from us, and what we require from our clients.
OUR SERVICES
Bayside Community Legal Service (BCLS) is a free legal service, providing legal assistance to vulnerable and disadvantaged people who live in the eastern suburbs of Brisbane and Moreton Bay Islands, that satisfy our eligibility criteria.
STANDARDS
BCLS 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 by:
- using an interpreter when appropriate – this can be arranged at no cost to you.
- ensuring our service delivery is sensitive and culturally appropriate to people from non-English speaking and Aboriginal and Torres Strait Islander backgrounds.
- enquiring about domestic and family violence where applicable and ensuring your safety is a priority.
use language you understand.
ensure your confidentiality.
provide accurate and appropriate assistance.
- discuss your legal issue and help you to understand the next step you can take.
CLIENT EXPECTATIONS
- Let us know if you have any particular needs.
- Give us complete, honest and accurate information.
- Provide us with relevant documents and written information.
- Let us know if you need to cancel an appointment.
- Let us know if you change your residential address, phone number or email address.
- Treat staff and volunteers with courtesy, respect and consideration. If you do not do so, we may exercise our right to refuse to provide you with further assistance.
WHAT WE CAN DO FOR YOU
- Advise you on 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 WE CAN'T DO FOR YOU
- Spend all our time on your legal issue.
- Do everything right away.
- Always say for sure what will happen.
- Provide legal advice on every area of law.
- Assist you with multiple legal issues at the same time.
- Always be available to assist you.
- Act on retainer for you.
- Appear for you in court or other tribunal.
- Draft, serve and/or file your legal documents for you.
EQUAL ACCESS
BCLS is committed to maximising access to legal advice, assistance and mediation services for everyone within the agreed target client group and to ensuring equity of access.
BCLS will work within its available resources while endeavouring to optimise access for people to its services and activities. BCLS aims to create a positive and non-prejudicial environment and atmosphere in all our contacts and activities.
We recognise that an access and equity strategy is an ongoing commitment that requires continual evaluation and review.
PRIVACY AND CONFIDENTIALITY
When you contact BCLS, 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, to ensure that we may be able to assist you and because our funders require some of the information. No identifying information is ever provided to the funders. All information collected is strictly 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; pursuant to the Community Legal Centres Queensland accreditation scheme; or by our insurer. BCLS 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.
Our privacy policy covers our treatment of personally identifiable information that we collect when you are on our site and when you use our services.
FEEDBACK AND COMPLAINTS
Feedback may be provided by individual clients and stakeholders on their own initiative or in response to requests from BCLS. Individual clients and stakeholders may provide feedback by taking part in BCLS Client Satisfaction Survey, completing a Client Evaluation Form (can be provided upon request and is also available on our website) or by making a complaint to the Centre.
BCLS is committed to ensuring that any person or organisation using BCLS’s or affected by its operations directly has the right to lodge a complaint, appeal a decision of the organisation 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:
- To the staff member concerned.
- To the Principal Solicitor.
- A written complaint to the President of the Management Committee if not satisfied with the outcome from the Principal Solicitor.
- If not satisfied with the outcome from all of the above, then you may wish to make an application to:
- For legal matters – the Legal Services Commission on 1300 655 754 or call 131 450 if you require an interpreter. Further information can be found on their website: lsc.qld.gov.au.
- For mediation matters, written complaints may be posted, hand delivered or emailed to the Centre. Complaints to the management committee must be in writing unless the complainant is unable to read or write, then a verbal complaint may be accepted. Further information about making a complaint or appealing a decision can be provided upon request.
A hard copy of this Client Charter can be provided to you upon request.
CONTACT US
Address:
Wynnum Community Centre, 1st Floor 105 Florence Street, Wynnum QLD 4178
Phone:
Email: