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Marrickville Legal Centre is committed to a fair and transparent complaints process. This information is a summary of MLC’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.
We encourage you to raise any immediate concerns with a staff member at the time you experience difficulties. We welcome feedback as it assists us to improve our services.
Formal complaints about MLC 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:
Chief Executive Officer
Marrickville Legal Centre
338 Illawarra Road
Marrickville NSW 2204
If your complaint is about the CEO, the Chair of the MLC Board will investigate the matter. Formal complaints about the CEO should be emailed to ckelso@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 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 MLC’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 MLC, 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 MLC 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 make your appeal in writing, please notify our Centre and we can assist you.
Upon receiving an appeal, the Chair of MLC’s 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 CEO on (02) 9559 2899.
