We appreciate all feedback including complaints, compliments or suggestions as it helps us improve our services to the community.
We encourage clients to provide face to face or over the phone feedback directly to the staff member providing them a service. This allows concerns to be addressed promptly and ensures compliments are received warmly by the person they are intended for. However, we recognise that this is not always possible or appropriate.
How to Give Feedback or Make a Complaint
If you would like to make a complaint or give us formal feedback or make a complaint please:
- Call us on (02) 4704 0207 and leave a message requesting to talk to the staff member or volunteer you were dealing with or
- Write to our Centre Director/Principal Solicitor or the President of the Central Tablelands and Blue Mountains Community Legal Centre Board.
Address: 4 Station St, Katoomba, NSW 2780 or
Feedback may also be received face to face by requesting a meeting through the CTBMCLC office. Or you can download a copy of our complaints and feedback form here and drop it back to us.
If you would like a support person with you while you provide feedback, we would be happy to arrange a suitable time to allow for this.
All feedback is confidential and will not affect current or future eligibility or access to our services.
If you require an interpreter, call the Telephone and Interpreting Service (TIS) on 131 450. State the name of the language you speak, and ask to be connected to the Central Tablelands and Blue Mountains Community Legal Centre on (02) 4704 0207
What Do We Do With Your Feedback?
Once we receive your feedback, it will be passed on to the appropriate staff member.
If your feedback requires investigation, you will be contacted within 2 business days where we will confirm receipt of your feedback, and inform you of the next steps we will be taking to try to find a resolution. The person who will deal with your feedback will vary according to the nature of the feedback.
We Aim to Resolve Issues Within 5 Business Days of Notification
Depending on the nature of the concern, this may involve consulting policies and procedures, discussions with relevant staff, and CTBMCLC Board member involvement. We will inform you of the outcome in writing and through other means if requested.
What if You Are Dissatisfied?
In the event that you remain unsatisfied with our decision you may make a complaint to an external agency
- The Office of the Legal Services Commissioner NSW. Ph 1800 242 958 for complaints about the conduct of solicitors.
- Legal Aid NSW funds CTBMCLC legal services through the Community Legal Centres Program. The program manager can be reached via firstname.lastname@example.org or Ph 02 9219 5836.
- Fair Trading NSW funds the CTBMCLC tenancy service through the Tenancy Advice and Advocacy Program. The community grants manager can be reached via email@example.com