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Queensland Indigenous Family Violence Legal Service has an established a complaints process.

The types of complaints dealt with by this process include:

  • A complaint about our service
  • A complaint about the conduct of staff
  • A complaint about the Board or management


How to make a complaint

 Complaints can be made:

 Complaints are accepted only from affected persons.


What to include in your complaint

To help us deal quickly with your complaint, you will need to provide us with the following information:

  • The nature of the complaint
  • As much detail as possible about your matter
  • List of other agencies or authorities you have already contacted
  • Your details, name, phone number or email address
  • The outcome you are seeking
  • Any supporting information


What happens next?

Your complaint will be taken seriously and we will get back to you within 3 business days acknowledging receipt of your complaint. The complaint will be investigated in accordance with QIFVLS Complaint Management process.

We aim to resolve all complaints as soon as possible. All circumstances are different so it is difficult to set a timeframe for all complaints. We do, however, aim to resolve most complaints within 21 days. Some complaints about simple matters may not require a formal investigation and may be addressed in just a few days. Other more serious complaints may take longer.

We will aim to keep you updated and you will be notified on completion of the complaint. All documentation relating to a complaint will be treated confidentially.

If you are not satisfied with the outcome of your concerns, you have the right to take your complaint to an external agency for review.