Marrickville Legal Centre is committed to a fair and transparent complaints process. This information is a summary of our Centre’s external Managing Complaints Policy and is designed to assist you in providing feedback or lodging a complaint. A copy of the full policy can be made available upon request.
Marrickville Legal Centre is committed to a fair and transparent complaints process. This information is a summary of our Centre’s Managing Complaints (External) Policy and is designed to assist you in lodging a complaint. A copy of the full policy can be made available upon request.
We encourage you to raise any immediate concerns with a staff member at the time you experience difficulties. We welcome feedback of all kinds, as it assists us to improve our services.
Formal complaints about Marrickville Legal Centre or any of its staff or volunteers should be made in writing. Written complaints should be emailed to feedback@mlc.org.au or mailed to:
Managing Principal Solicitor
Marrickville Legal Centre
338 Illawarra Road
Marrickville NSW 2204
If your complaint is about the Managing Principal Solicitor, then the Chair of the Board will investigate the matter. Formal complaints about the Managing Principal Solicitor should be emailed to gjenkins@mlc.org.au or mailed to
If you require support or are unable to make your complaint in writing, please notify our Centre and we can assist you
All complaints will be logged in a register. You will be notified that your complaint has been received by phone or in writing within 72 hours of the Centre’s receipt
Once the complaint has been investigated, you will be advised about the outcome and any actions that will be taken as a result of your complaint. This may include advising you that
We aim to investigate and resolve complaints within 10 working days. If we think that your complaint will take longer to resolve, you will be told of the reasons why, and how long the process is likely to take.
If you disagree with a decision made by Marrickville Legal Centre, you can appeal the decision in writing.
If you are not satisfied with the investigation and proposed resolution of your complaint, you can seek a review of the matter by lodging an appeal with the Chair of the Centre’s Board. This should be done by email to gjenkins@mlc.org.au or mailed to:
Director of MLC Board
Marrickville Legal Centre
338 Illawarra Road
Marrickville NSW 2204
If you require support or are unable to makve your appeal in writing, please notify our Centre and we can assist you.
Upon receiving an appeal, the Chair of the Board (or the Chair’s delegate) will
Within 10 business days following the next scheduled board meeting, the Board will advise you of the outcome and any actions that will be taken as a result of your appeal. This may include advising you that:
If you are not satisfied with the outcome of the appeal, you may make a formal complaint to the appropriate external body, such as the NSW Legal Services Commissioner or the Office of Fair Trading.
For further information about feedback and complaints please contact the Managing Principal Solicitor on 9559 2899.
#JusticeForUsAll
