Northern Community Legal Service Inc. is committed to protecting and upholding the right to privacy of clients, staff, volunteers, Management Committee members and representatives of agencies we deal with. In particular, Northern Community Legal Service Inc. is committed to protecting and upholding the rights of our clients to privacy in the way we collect, store and use information about them, their needs and the services we provide to them.

Northern Community Legal Service Inc. follows the guidelines of the Australian Privacy Principles in its information management practices.

Northern Community Legal Service Inc will ensure:

• the privacy of clients, staff, volunteers and Management Committee members when they are being interviewed or discussing matters of a personal or sensitive nature
• we only collect and store personal information that is necessary for the functioning of the organisation and its activities
• we use fair and lawful ways to collect personal information
• we collect personal information only by consent from an individual
• that people know what sort of personal information is held, what purposes it is held for and how it is collected, used, disclosed and who will have access to it
• that personal information collected or disclosed is accurate, complete and up-to-date, and provide access to any individual to review information or correct wrong information about themselves
• take reasonable steps to protect all personal information from misuse and loss and from unauthorised access, modification or disclosure
• we destroy or permanently de-identify personal information no longer needed and/or after legal requirements for retaining documents have expired

For more information on confidentiality and privacy, please contact our office on 8281 6911, or email us at ncls@northernlegal.org.au

Complaints Policy

Northern Community Legal Service Inc. is committed to ensuring that any person or organisation using Northern Community Legal Service Inc., or affected by its operations, has the right to lodge a complaint or to appeal a decision of the organisation and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.

Complaints may be address to in writing to:

The Director
Northern Community Legal Service
60-62 John Street
SALISBURY SA 5108

or via email to ncls@northernlegal.org.au

All complaints will be dealt with seriously, quickly, confidentially and without preventing the client’s right to obtain legal help from the centre.

Terms & Conditions

Subject to a conflict check, individuals living in our catchment area are entitled to a first interview.

You may then be eligible for further help in your matter. Your eligibility will be assessed by the lawyer conducting the first interview and then determined by the Case Conference Committee, using our Eligibility Guidelines. The Case Conference Committee comprises of persons employed by Northern Community Legal Service Inc..

Information from your file may be disclosed in the following circumstances:

• Where we are compelled to by Law.
• Where the Manager and administrative staff need to look at your file for administrative purposes or to answer your questions about your matter.
• Where other lawyers or paralegal advisors need to work on your matter or give further advice or answers to you about your matter.
• Where the Management Committee appoints the Senior Solicitor or Independent Lawyers to conduct a file audit and your matter is randomly selected.
• Where Community Legal Centres South Australia appoint Independent Lawyers to conduct an annual file audit for professional indemnity insurance purposes and your matter is randomly selected for audit

If your matter is randomly selected for audit, the lawyers conducting the audit must sign a legally binding agreement not to disclose your name or any other information to anyone else before looking at your matter.

In any Court proceedings there is a possibility that you will not be successful.

Charter

The Northern Community Legal Service aims to be:

• Accessible: Everyone is entitled to a first free interview from the Community Legal Service, your eligibility or need for ongoing assistance will be assessed by the Community Legal Service who will advise you accordingly.
• Positive: Whatever type of legal advice you need, the Community Legal Service will help you to identify where you stand. We will help you find the best course of positive and practical action to tackle problems quickly.
• Transparent: There should be no hidden issues with a Community Legal Service. You will be told what level of assistance you are eligible for and what level of assistance the Community Legal Service is able to provide in your matter.
• Reliable: You will be sure of getting information or help from trained staff when you approach any member of the Community Legal Service. If the first person you see cannot help with your particular issue, they will endeavour to help you find someone who can.
• Impartial: Community Legal Services are required to treat everyone fairly and responsibly. Practical information and help is available to everyone, whatever your background.

Your Role

To assist us in providing a high standard of service, we ask you to:

• Keep us informed when things change
• Treat our staff fairly and with respect
• Respond to requests for further information
• Leave a message if the person you wish to speak to is not available

Our Role

Is to help you reach a logical legal conclusion to your problem.

How do we do this

Our services range from providing information, advice and, in some cases, representation to help you to reach a conclusion to your problem.

We want to provide a high standard of service to all clients and will be:

• Objective and unbiased
• Prompt
• Accurate
• Respectful
• Sensitive of your needs
• Professional

What lawyers do

A lawyer is a person who is specially trained to know a lot about laws, which are the rules we live by. Lawyers can help you with some problems, but not all because not all problems have to do with the law. You do not have to know whether your problem is a legal problem or not before you go to see a lawyer. The lawyer should be able to tell you what parts of your problem are to do with the law.

What a lawyer can do for you

• A lawyer can listen to you: A lawyer can listen to your problem and help see whether it is a legal problem or not.
• A lawyer can make sure they understand what you mean: A lawyer should make sure they understand what your problem is about. This might mean taking a lot of time to listen and asking many questions about your problem.
• A lawyer can tell you what the law says: A lawyer can tell you what the law says about your problem and take the time to explain the law in a way that you understand. However, they may not be able to tell you right away. The lawyer may need the time to find out what the law says about your problem.
• A lawyer can give you choices about what you can do: A lawyer should talk to you about what the law says, and about what you can do.
• A lawyer can help you when you decide what you want to do: When you make a choice about what you want to do, the lawyer can try to help you do it. This might mean using other services as well.
• A lawyer can tell you about other services: A lawyer can let you know about other services that may be able to better help you with your problems. This may include government services or non-legal services.
• A lawyer can tell you what is happening to your case: When a lawyer is helping you with your problem, they should keep you up to date with what is happening with your case.

What a lawyer can’t do for you

• Everything right away
• Always say for sure what will happen
• Always tell you what you want to hear
• Always do what you want them to do
• Always make other people do the right thing