We are interested in your feedback about our service. If you have a complaint, we would like to know about it. If you are pleased with our service or have suggestions for improvement, we would like to hear about that too.
You can make a complaint or provide feedback by calling 02 8267 7400 or emailing our Principal Lawyers (Principal.Lawyer@knowmore.org.au).
We will respond to your complaint quickly, fairly and in accordance with our feedback and complaints information.
Feedback and Complaints information
As a trauma-informed, culturally safe legal service, Knowmore welcomes feedback and complaints.
Feedback and complaints are one way of hearing victims and survivors’ voices, improving their experience of our service, and, where possible, providing an opportunity to enhance confidence in us as an organisation that will listen, and when needed, do better.
We will handle any feedback or complaints fairly, efficiently and effectively.
- Clients and members of the public who have feedback or a complaint in relation to Knowmore’s services can communicate this to Knowmore’s Principal Lawyers by email (Principal.Lawyer@knowmore.org.au), telephone, 02 8267 7400 or any other method.
- We accept anonymous complaints if there is a reasonable reason to do so and will carry out a confidential investigation of the issues raised where there is enough information provided.
- If a person prefers or needs another person or organisation to assist or represent them in providing feedback, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint to us with their consent.
- We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.
- The Principal Lawyer will ordinarily have primary responsibility for handling any complaint about how Knowmore’s services have been delivered.
- If the Principal Lawyer, or other Executive, is the subject of the complaint, the CEO is responsible for responding to the complaint.
- If the CEO or a director of the Board is the subject of the complaint the Board through the Chair of the Board is responsible for the complaint.
- We will promptly acknowledge receipt of complaints.
- We will contact the complainant to discuss their concerns and desired outcomes, advise of the process for handling the matter and in due course, the outcome.
- The complaint will be investigated and will address the specific issues raised.
- The person handling the complaint will gather and consider relevant information without bias. We will ensure that the person handling a complaint is different from any staff member whose conduct or service is the subject of the complaint.
- If the complaint is of a nature by which an internal investigation may compromise the integrity of the complaint, Knowmore may designate an external person to review the complaint and to give recommendations.
- Personal information that identifies individuals will only be disclosed or used by us as permitted under the relevant privacy laws and relevant client confidentiality obligations.
- Where a complaint involves multiple organisations, we will work with the other organisations where possible, subject to privacy and confidentiality obligations, to ensure that communication with the person making a complaint and/or their representative is clear and coordinated.
- Any action required to resolve the complaint will commence as soon as possible.
- Records of complaints will be recorded in Knowmore’s Complaints Register.
- We will use feedback and complaints to continually improve our organisation. General information about feedback, complaints and related issues may need to be provided to relevant staff, but will be done in a way that does not identify any client or complainant.
- Knowmore recognises the right of clients to approach any organisation which has professional oversight responsibilities involving Knowmore staff and service delivery.
The Whistle Blower Service
Knowmore Legal Service is committed to the highest standards of conduct, ethical behaviour and sound corporate governance and does not tolerate improper conduct. These values and principles also mean that Knowmore is committed to a culture of corporate compliance and ethical behaviour. This includes providing all eligible parties with the opportunity to report any actual or suspected wrongdoing or any other issue.
The purpose of the Whistleblowing Policy is to encourage and support the reporting of actual and suspected wrongdoing and misconduct. We are committed to providing a safe and supportive culture where our people can be their best. We are committed to maintaining the highest standards of ethical behaviour and conduct at all times.
This policy applies to all current and former employees, directors (officers), contractors, consultants and third parties (suppliers) and their employees as well as the relatives, spouses and dependents of those individuals. A person who steps up to report wrongdoing or misconduct under this policy is known as an eligible whistleblower. An eligible whistleblower has legal rights under the Corporations Act and other legislation (tax laws). Read our Whistleblower Policy.
We have engaged an external provider to receive complaints or allegations. This service is available 24/7 and can be anonymous. The person making the disclosure will not be asked to reveal their identity unless they choose to do so.
e: makeareport@stopline.com.au
Post: Knowmore c/o Stopline Pty Ltd, PO Box 403, Diamond Creek VIC 3089
You are encouraged to speak up if you have reasonable grounds to suspect any misconduct, wrongdoing or illegal conduct involving Knowmore, its subsidiaries or employees. This includes any breaches of the law, our Code of Conduct or anything else you feel may be impacting Knowmore, its employees, clients, or stakeholders. Making a report under this policy may be considered as ‘reportable conduct’.
Reportable Conduct may include:
- Fraud, theft or dishonest conduct (including falsification of records);
- Bribery, corruption, money laundering or secret commissions;
- Illegal, unethical or improper conduct (drug use, violence, criminal damage);
- Breach of employment, labour or workplace health and safety or any other laws;
- Conduct that damages our reputation or brand or relationships with third parties;
- Breach of an internal policy (e.g. Code of Conduct or Conflicts of interest);
- Breaches of confidentiality and disclosure of confidential information;
- Representing a danger to the public or the financial system;
- Any other inappropriate behaviour, misconduct or improper state of affairs;
- An offence against any other law of the Commonwealth that is punishable by imprisonment for a period of 12 months or more and;
- Prescribed by regulations under the Corporations Act, 2001.
Reportable Conduct does not include personal work-related complaints. Personal work-related complaints include, but are not limited to, interpersonal conflicts between employees, work performance issues, or a decision relating to the engagement, transfer, or promotion of an employee. Reportable Conduct does not include Disputes in relation to the Enterprise Agreement or National Employment Standards.