Feedback Policy

FLS welcomes your feedback, complaints, and compliments. If you would like to send us some feedback about our services, you can contact us by emailing us here: feedback@fls.org.au.

Making a Complaint

If you want to make a complaint, you may do so to the relevant Principal Lawyer of the service the complaint relates to. If the complaint is about:

• A staff member (other than the Principal Lawyer), the complaint will normally be dealt with by the relevant Principal Lawyer.
• A Principal Lawyer, the complaint will normally be dealt with by the Service Director or CEO.
• The Service Director, the complaint will normally be dealt with by the CEO.
• The Chief Executive Officer, the complaint will normally be dealt with by the Board.

Upon request, a staff member of FLS will provide you with our complaint form. Please contact us at feedback@fls.org.au.

Submitting a Complaint

Written complaints may be sent to PO Box 297, Fitzroy 3065 or via email to feedback@fls.org.au. Administration staff will be responsible for receiving this correspondence and directing it to the appropriate person.

External Complaints

If you are dissatisfied with FLS’ response, an external complaint can be made to the Victorian Legal Services Board and Commissioner.
Victorian Legal Services Board and Commissioner.

Tel: 9679 8001
Local call: 1300 796 344
Email: consumerenquiry@lsbc.vic.gov.au
Complaints are made by webform: How to lodge a complaint | VLSBC