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Client service charter

The client service charter is supported by Victoria Legal Aid's new complaints and feedback policy.

The charter will help:

  • clients to know what to expect when using our services
  • clients to provide feedback
  • ensure that we resolve and record client complaints and feedback effectively.

The VLA client service charter was developed with the input of VLA staff and our clients.

About Victoria Legal Aid

Victoria Legal Aid (VLA) can help you with your legal problems.

VLA is committed to providing legal services in a fair and accessible manner.

The client service charter explains what you can expect from us and what we expect of you when you use our services. It also gives information on providing feedback and lodging a complaint.

We will:

  1. Provide a safe environment for you and our staff.
  2. Provide you with information on the services we offer.
  3. Respect your privacy and give you access to your personal information. Ask your lawyer or our Privacy Officer about how you can access your personal information.
  4. Provide a respectful, courteous service and listen to your concerns.
  5. Provide you with accurate information, within a reasonable time.
  6. Be available between 8.45am and 5.15pm Monday to Friday (except public holidays).
  7. Respond to your requests for information and return your phone calls within two working days.
  8. Arrange a qualified interpreter to assist non-English speaking people if requested.
  9. Provide access to our services via the National Relay Service, if you have a hearing or speech problem.

You can expect:

  1. Our staff to observe the highest standards of ethical and professional behaviour. (VLA lawyers, VLA funded private lawyers and barristers are required to comply with their professional and legal obligations as legal practitioners.)
  2. Us to be impartial and open with you in assessing your inquiry or case, and to provide a realistic assessment of it.
  3. Us to treat any information you give us as confidential, unless the law says otherwise.
  4. If we owe a duty of confidentiality to anyone else who might be involved in your matter, we may only be able to provide you with general information and referral. A duty of confidentiality may apply if we have ever provided the other person with assistance about a current or past matter.
  5. To be kept advised on the progress of your case or inquiry.
  6. To be informed in writing about costs, even when you do not have to pay.
Client service charter - PDF, 511.0kb Brochure about what you can expect from us and what we expect from you when you use our services