Feedback 2019-06-22T17:13:14+09:30

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 Managing Solicitor, or the TEWLS Management Committee.

If a complaint is about a staff member, the complaint will normally be received by the TEWLS Managing Solicitor.

If a complaint is about the TEWLS Managing Solicitor, the complaint will normally be received by the TEWLS Management Committee.

Complaint Procedure

To make a formal complaint about any aspect of TEWLS, you can contact the TEWLS Managing Solicitor.

A complaint may be made to TEWLS:

  • In person with the relevant staff member, TEWLS Managing Solicitor, or TEWLS Management Committee
  • By phone on (08) 8982 3000
  • By post to PO Box 1901, Darwin NT 0801
  • By email to admin@tewls.org.au

Upon receiving a complaint, the TEWLS Managing Solicitor will:

  1. Document your complaint; and
  2. 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.

Confidentiality

All information regarding your complaint will be kept private to those directly involved in the complaint and its resolution.

“Quick Exit” button

The TEWLS website has a “quick exit” button in the top right-hand corner of the page.

This button will close the TEWLS website and open the Bureau of Meteorology website. You may need to use this button if you are worried that someone is watching you use the computer or that you have been looking at the TEWLS website.

The “quick exit” button does not delete your browse history. This means that if someone checks your browser history, they will be able to see that you have visited then TEWLS website.

Do you speak a language other than English?

If you would like to speak to TEWLS with an interpreter:

You can call TEWLS on 1800 234 441 and ask to speak to us with an interpreter. We can organise this for free.You will need to tell us your name, your phone number and the language that you speak. We will then call you back with an interpreter on the phone.

TEWLS are able to organise interpreters for most languages, including Aboriginal languages and Auslan.

You can also organise for TEWLS to contact you:

To organise for TEWLS to contact you, please complete the form through the “Make an Appointment” button on the TEWLS home page.

Do you want to access the TEWLS website in a language other than English?

If you would like to listen to the TEWLS website in an
Aboriginal language:

TEWLS has had four Top End Aboriginal languages recorded for this website. You can click the “play” button to listen to these recordings.

The languages that are currently available are:

  • – Murrinh-Patha
  • – Tiwi
  • – Warlpiri
  • – Yolngu Matha

If you would like to read the TEWLS website in a language other than English:

The TEWLS website is able to be translated to lots of different languages. To change the language settings, press “Select Language” in the top bar and choose the language that you speak.

More about hiding your history

Remember, deleting large parts of your internet history may be dangerous. This is because it may tell someone that you do not want your internet history to be found.

If you need help with online safety and/or technological safety, you can visit the eSafety Commissioner website here or you can call 1800 RESPECT on their 24-hour telephone counselling and support service. If you are in danger, you should call the Police on 000.