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Complaints

VLA's client service charter and complaints policy is administered by the client relations officer.

The client relations officer's role is designed to:

  • encourage consistency of approach towards complaint handling
  • ensure the details of all complaints are recorded
  • track complaints and follow up to ensure timely resolution 
  • provide reports to management about the timeliness of complaint resolution, trends and systemic issues.

Contact the client relations officer

Victoria Legal Aid
GPO Box 4380
Melbourne VIC 3001
Tel: (03) 9269 0234 or 1800 677 402 (Victorian country callers).
Ask for the Client Relations Officer.
Fax: (03) 9269 0250

Email: clientcomplaint@vla.vic.gov.au or complete our online feedback form.

Complaints and feedback process

VLA’s client relations officer will do one of the following:

  • investigate and help resolve your issue immediately, if possible
  • refer the complaint to the relevant grants officer if it is connected to a grant of legal assistance for action in a manner consistent with the Legal Aid Act 1978
  • refer the complaint to the relevant VLA manager or other staff to resolve
  • refer you to another organisation, for example, the Legal Services Commissioner or the Law Institute of Victoria
  • record your feedback.

If your complaint concerns the professional conduct of a VLA lawyer or a VLA funded private lawyer or barrister, we may refer you to the professional standards body at the Law Institute of Victoria or the Legal Services Commissioner.

We take all complaints seriously and where possible we will let you know in writing the results of your complaint, subject to the confidentiality provisions of the Legal Aid Act 1978.

If you are not satisfied with how we resolve your complaint, write to our Client Relations Officer within 21 days from receipt of our letter advising the outcome, to request a review. Your request will be referred to a senior VLA manager for review and you will be notified in writing of the outcome.

Feedback and complaints

Our aim is to resolve complaints quickly, fairly and without prejudice. If you have a complaint about our service, a staff member, or a private lawyer funded by VLA, you should contact our client relations office by phone or in writing.

The officer will record your complaint and advise you on how it can be resolved.

To make a complaint, complete our online feedback form.