Welcome to the
TAYLOR STREET COMMUNITY LEGAL SERVICE

A program funded by the Commonwealth Government & Managed by the Hervey Bay Neighbourhood Centre.

TSCLS is a free and independent service for people who live in the Wide Bay, South, Central and North Burnett and Cooloola Coast regions.

As part of our service, we wish to inform you of your rights when seeking advice from the Taylor Street Community Legal Service.

Information and Confidentiality

When you attend the Taylor Street Community Legal service, our staff will begin by asking you for information about yourself and your legal concern.

It is necessary to collect information for our own records, and because our funding body requires some of the information.

All information is strictly confidential and staff are bound both by law and by our own policies not to divulge any information provided by you without permission.

What you can expect from TSCLS

• We will explain our service and how you can use it.
• We will discuss your problem and help you to understand and make decisions about your options.
• We will provide accurate and appropriate information and advice within our areas of expertise.
• We will provide you with information about our services that may assist you.
•  We will provide advice in plain English that you can understand.
• We will respect you and your culture.
• We will work through an interpreter where appropriate.
• We will respect your right to privacy and confidentiality.
• The Taylor Street Community Legal Service abides by the National Privacy Principles contained in the Commonwealth Privacy Act 1988.
• We will not give anybody else any of your personal information that may be collected by us unless we have your consent or we are required by law.
• We are required under our government contract to provide statistical information about our services to our funding body.  Your personal information and details of your legal problem are necessary for the TSCLS internal records.

You have the right to make a complaint if you feel that we have breached a National Privacy Principle.

You also have a right to make a complaint about:

• Any information given or action taken by a staff member or volunteer of the TSCLS;
• The personal behaviour of a staff member or volunteer of the centre;
• The physical amenity or administration of the TSCLS.
• A copy of the TSCLS Client Complaints policy can be obtained from the TSCLS Coordinator.

What TSCLS cannot do

• Our time is limited, so we cannot spend more time with you than has been allocated.
• We cannot fill out forms for you, but we will assist you to fill them out yourself.
• We cannot give advice to more than one party in a dispute.
• We cannot give financial advice or advice on taxation, immigration or native title.
• We cannot give advice on complex matters requiring specialist advice.
• We cannot prepare wills or initiate guardianship processes.
• We cannot represent you at court. TSCLS SERVICES CLIENT COMMENTS AND COMPAINTS
  
  TSCLS is focused on the needs of clients and is responsive to their expectations.  We recognise the rights of clients to comment or complain, and the potential this holds to improve our service delivery.
  
  Comments:  Client survey forms are available from the TSCLS receptionist for your comments.
  
  Complaints:  All complaints will be forwarded in writing to:
          
  The Coordinator
  Taylor Street Community Legal Service
  P.O. Box 1226
  HERVEY BAY QLD 4655
  
  All complaints will be acted on by the TSCLS Coordinator and Advisory Committee in a responsible and timely manner.