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. Additionally, TEWLS welcomes feedback to our services, including positive experiences, or suggestions to ensure that our service is as accessible, trauma-informed, and culturally secure as possible.
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.
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:
Upon receiving a complaint, the TEWLS Chief Executive Officer will:
Wherever possible, complaints will be investigated and resolved within three months of being received.
If you are not satisfied with the investigation and proposed resolution of their complaint or appeal, you 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.
TEWLS acknowledges that we work on Aboriginal land, including the lands of the Larrakia people, who are the traditional owners of the land where our office is located. We acknowledge the Larrakia people as the Traditional Owners of the Darwin region and pay deep respect to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people. We are committed to a positive future for the Aboriginal community. Always was, always will be.
