TEWLS welcomes your feedback, whether positive or negative, to inform service reviews and improvements.
As a client of TEWLS, you have the right to make a complaint and have complaints dealt with in a respectful, fair and timely manner.
TEWLS is committed to ensuring that any person or organisation using TEWLS’ services or affected by its operations has the right to lodge a complaint or to appeal a decision of the organisation and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.
Making a complaint
A person wishing to make a complaint may do so in writing or verbally in person or by phone. The complaint may be made to the staff member that was assisting them at the time, the TEWLS Chief Executive Officer or Principal Lawyer, or the TEWLS Management Committee.
If a complaint is about a staff member, the complaint will normally be received by the TEWLS Chief Executive Officer or Principal Lawyer.
If a complaint is about the TEWLS Chief Executive Officer, the complaint will normally be received by the TEWLS Management Committee.
To make a formal complaint about any aspect of TEWLS, you can contact the TEWLS Chief Executive Officer.
A complaint may be made to TEWLS:
- In person with the relevant staff member, TEWLS Chief Executive Officer, or TEWLS Management Committee
- By phone on (08) 8982 3000
- By post to PO Box 1901, Darwin NT 0801
- By email to firstname.lastname@example.org
Upon receiving a complaint, the TEWLS Chief Executive Officer will:
- Document your complaint; and
- Write to you to confirm receipt of your complaint and explain what is being done to resolve it.
Wherever possible, complaints will be investigated and resolved within three months of being received.
Review of the Complaint
If the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal, they can seek a further review of the matter by the Chairperson of the TEWLS Management Committee or a delegated sub-committee.
All information regarding your complaint will be kept private to those directly involved in the complaint and its resolution.