Lodging a complaint
How we handle your personal information
Handling personal information is a responsibility we take seriously. This collection notice explains how we handle your information when you make a complaint to us.
To learn more, read Our Privacy Policy.
You can also read a summary of the Information Privacy Principles, which guide our staff on how to collect and handle personal information.
The kind of information we might ask you for
We only collect information that is necessary for us to resolve your complaint. This may include:
- your name, date of birth and contact details (including those of other parties if relevant)
- health and disability information (only if it forms part of your complaint)
- domestic and lifestyle circumstances (only if it forms part of your complaint)
- cultural identity and language information (to assist us in providing appropriate services)
- details about your legal issue and any legal assistance received (that relates to your complaint).
We generally collect personal information about a person from them directly. However, there might be circumstances where we collect information about you from another person, such as when a complaint is made about someone receiving legal aid.
How we use your information
We use the information you provide us to:
- identify details of your prior interactions with us or a private practitioner in relation to your compliant
- make referrals to other complaint handling bodies or other services relevant to resolving your complaint or enquiry
- provide you with services such as an interpreter
- respond to enquiries and resolve complaints
- respond to freedom of information requests
- meet our statutory reporting obligations
- engage with other organisations (including courts and tribunals, correctional facilities and healthcare institutions) to improve system design and service delivery
- monitor and report internally about the number and types of complaints we receive
- help us design or improve our services.
When we disclose your information
We only disclose your personal information where necessary to assist with handling your complaint or to comply with our legal duties and obligations.
If you choose not to provide us with personal information
You can choose to provide us with some or no information. However, this may affect our ability to resolve your complaint.
How you can access and correct your information
You can contact us to request access to your information or to ask us to correct an error. You can also make an application under the Freedom of Information Act 1982 by emailing foi@vla.vic.gov.au.
How long do we keep your information for?
There are rules about the minimum amount of time we must keep records for. You can contact us with any questions about this, or review our Retention and Disposal Authority for specific information.
Contact us
If you have a question about this collection notice you can contact: complaints@vla.vic.gov.au
Enquiries and complaints are handled by our Internal Legal Services team.
Complaints can be sent by:
We aim to resolve complaints quickly and fairly, in accordance with our Complaints Policy.
Make a complaint externally about Victoria Legal Aid:
A privacy complaint about personal (non-health) information:
A complaint about how we have handled your complaint:
A privacy complaint about health information:
