The information provided on this website is provided for general information only and it is not intended to be legal advice nor is it a substitute for legal advice. The information presented is for the State of New South Wales and is only applicable for that State.
The use of the information on this site is solely your responsibility as the website user. You must assess its suitability for your purpose. It is recommended that you get advice from a lawyer before acting on the information provided. Western Sydney Community Legal Centre (WSCLC) Limited endeavours to ensure that the information is accurate and up-to-date and does not assume responsibility for any errors or omissions in the published material. To the extent permissible by law, WSCLC Limited disclaims all liability for anything contained on or accessed via this site and any use you make of it.
If you have concerns about the information on this website you should contact WSCLC Limited.
Copyright in this website (including text, graphics, logos, icons, sound recordings and software) is owned or licensed by WSCLC Limited. Permission is granted for individuals and not for profit organisations to download and reproduce articles and information, providing WSCLC is cited as the source. You may not commercialise any information, products or services obtained from any part of this website without our express written permission.
The WSCLC Limited website contains links to other external sites. The inclusion of a link to another site from this site does not imply any endorsement of that site’s privacy policies, practices or content.
Our commitment to your privacy and confidentiality
We are committed to protecting the privacy and confidentiality of everyone who participates in our programs and activities. Below is information about how we collect and handle your personal information. There is also information about what to do if you have questions, concerns or complaints.
The Western Sydney Community Legal Centre (WSCLC) Limited is bound by the Australian Privacy Principles under the Privacy Act 1988.
1. What types of personal information do we collect and how?
We only collect information that is necessary for our work and helps us to provide the support and services you need. Examples of information that we may collect and hold are:
Personal details, like your name and date of birth
Your address and contact details, like your phone number and email address
The name of other people involved in the dispute
The nature of the dispute
Information on whether you meet eligibility criteria for our services, including your level of income
2. How do we collect your personal information?
The main way in which we collect personal information about you is when you give it to us, for example, when you complete a form or give information to one of our staff members or volunteers.
We may also collect information from other sources, for example our website. The WSCLC Limited website records your visit and we may log some or all of the following details (generated automatically and anonymously), for statistical purposes:
Top level domain names (for example, .com, .gov, .au, .uk)
Dates and times of visits
Pages viewed and documents downloaded
Previous site visited
Browser type (for example, Firefox, Google Chrome, Safari, Internet Explorer)
This information is used only for statistical analysis or systems administration purposes. WSCLC Limited analyses these statistics to improve and refine operation of the site. No attempt will be made to identify users or their browsing activities, except in the unlikely event of an investigation where a law enforcement agency may exercise a warrant.
Web statistics may be compiled in reports distributed to our funding organisations, such as Legal Aid NSW.
We always get your consent to collect any sensitive information, such as information about your health or ethnic origin.
It is up to you how much information you want to provide to us. Please be aware that if you do not provide information we request, we may not be able to provide you with the right assistance or respond to any complaints you might have.
3. How do we use your information?
We use your personal information, which can include sensitive information, to assess your eligibility to access our services and to help us to provide you with the assistance you need.
We might also use your information for research or to assess how effective our services are, to plan for the future and to meet our funding or legal obligations.
4. How do we store your personal information?
We take the security and confidentiality of your personal information very seriously.
We actively ensure the information we hold is protected from misuse, interference, loss and from unauthorised access, modification or disclosure. Personal information is stored in secured premises or in electronic databases that require passwords.
In most cases we will return all your original documents at the conclusion of your matter. Client files will be stored for at least seven years.
5. When do we disclose your personal information?
You can ask us not to contact you at a particular place, or disclose certain details, such as your address.
If a staff member or volunteers calls you and cannot speak to you directly, we will not identify ourselves as calling from WSCLC Limited nor leave our name.
We will not otherwise disclose your personal information without your consent, unless we are required or authorised under the law to do so.
We will get your consent to disclose your personal information for research or any publicity or marketing activities.
6. How can you access and correct your personal information?
You can request access to your personal information held by us at any time and at no cost. The request must be in writing and addressed to the Office Manager.
There may be circumstances where we cannot give you access to your personal information because it is prohibited by law. For example, if giving access would pose a serious threat to the life or safety of an individual or have an unreasonable impact on the privacy of another individual. In access is denied, we will provide you with the reasons.
If you believe that the personal information we hold about you is incorrect then you can ask us to correct or update it. If we do not agree that there are reasons for amendment, then we will let you know of the reasons and of any available avenues for you to complain about the refusal. We will also add a note to the personal information stating that you disagree with it.
We will treat your request confidentially.
Feedback and Complaints
Are you happy with our service?
WSCLC is always trying to improve what we do and we would love to hear from you if you have positive feedback about our us and our services. You can email at firstname.lastname@example.org, telephone us on 02 8833 0911, or write us a letter and send it to PO Box 23, Parramatta, NSW, 2124.
Are you unhappy with our service?
WSCLC is committed to ensuring that any person or organisation using any of our services is able to have their concerns addressed in a way that is confidential, fair and transparent.
Any person with a genuine interest can make a complaint about:
Quality of service
Refusal of service
Our practices, policies or procedures
Actions of staff
Any other reasonable matter
As a first step:
Initially your complaint should be made to the staff member you have been dealing with or that staff member’s Manager by calling 02 8833 0911 or emailing email@example.com
What we will do:
Register your complaint and verbally give you information regarding the complaints handling process including formal complaints need to be in writing.
Inform you by letter within 10 working days about the progress of your formal complaint
Inform you by letter the outcome of your formal complaint within 21 working days of receiving your complaint
Inform you of any further action you may be able to take, including the appeals process
If you are unhappy with the response, you can contact our Chief Executive Officer in writing at PO Box 23, Parramatta, NSW, 2150.
You have the right to a support person or interpreter when lodging a complaint. Please tell us if you require this assistance.
Further information on our Feedback and Complaints Policy is available by speaking with our Chief Executive Officer on 02 8833 0911.