Complaints process

The Mental Health Law Centre emphasises that any individual accessing its services, or affected by its operations, has the right and opportunity to lodge a complaint or dispute. The Mental Health Law Centre aims to resolve complaints quickly, efficiently and fairly.

Complaints may be made verbally or in writing and will be responded to within 7 days of their receipt by the Centre. The Law Centre will consider all complaints received, treat all complaints with respect – recognising its importance to the complainant – and wherever possible resolve complaints to the satisfaction of the complainant.

You will be kept informed of the progress of your complaint throughout the process.

Complaint Procedure for Clients:

  1. Make your complaint in person, in writing, or over the phone to a Law Centre staff member. When making the complaint please include: Your full name and contact details, clearly state your grievance and details of the incident, and identify your desired outcome. If the staff member can assist with your grievance at the time, please cooperate with them.
  2. If you are not able to resolve your complaint with the staff member the matter will be referred to and investigated by the Principal Solicitor. Please be aware of the limited time resources of the Law Centre and be patient when waiting for a response.
  3. Within seven days of the complaint being received you will receive a response.
  4. If you are unhappy with the response, your complaint will be escalated to the Chief Executive Officer.
  5. If you are still dissatisfied please contact the Health and Disability Services Complaints Office (08 6551 7600 or Free Call 1800 999 057) or the Health Consumers Council of Western Australia (08 9221 3422 or Free Call 1800 620 780) with your complaint.

Complaints about Lawyers:

As professionals, lawyers are expected to provide an extremely high standard of service to their clients. Some issues which may arise include:

  • Unprofessional conduct; including when undue delays occur and appropriate care & diligence is not taken.
  • Lack of communication; if you feel you are having communication difficulties, let your lawyer know as soon as is practicable and if need be they can refer to the Principle Solicitor for advice.
  • You do not agree with legal advice given; if you feel this way please tell your lawyer this and they will refer the matter to the Principle Solicitor for review.

If you are still dissatisfied with the conduct of a legal professional after following the Mental Health Law Centre complaints procedure then please contact the Legal Practice Board, Legal Profession Complaints Committee. Ph: 08 9461 2299; Email: lpcc@lpbwa.com.