Complaints Procedure

Consumers of the service have the right to raise grievances and have them resolved in a manner and to a level which is satisfactory to them. This service will provide appropriate avenues for people to state and resolve any grievances about the service they receive without fear of penalty or victimisation. All grievances will be handled according to the relevant privacy and confidentiality agreements for the relevant SLC member.
 
Consumers of SLC interpreting services are able to make complaints in the following ways:

  • Via the telephone (voice or TTY, fax, SMS or MSN to the relevant SLC member, or
  • In writing to the relevant SLC member

The following details will be recorded:

  • Date of the complaint
  • Name and contact details of the complainant (this information will be kept confidential)
  • The nature of the complaint (including subject and details of the matter)
  • A record of the investigations undertaken
  • Final action taken
  • The date and manner in which the complainant was informed of the outcome.

The complainant will be notified within ten working days from the notification of the complaint as to the process being undertaken to reach a resolution and will be informed as to the final outcome and/or updated during the process as appropriate. Interpreters will be given the opportunity to answer any complaint.
 
Consumers can also take action through external complaints agencies at any stage in the process. Please contact your relevant SLC member for the applicable agencies in your state.
 
Indent Back to Terms & Conditions