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Slater and Gordon complies with the Australian Privacy Principles in the Privacy Act 1988 (Commonwealth). Our Privacy and Confidentiality Policy is available on our website, or you can obtain a copy by contacting +61 3 9602 6918. The Privacy Complaints Handling Policy is to be read in conjunction with the Privacy and Confidentiality Policy.
This policy sets out our approach to resolving complaints from individuals about the way we have dealt with their personal information, and outlines what people can expect when they make a complaint.
Management of privacy complaints
Privacy complaints are managed by the Privacy Officer.
The Privacy Officer will:
- Receive and acknowledge the complaint
- Seek further information from the complainant if necessary
- Thoroughly investigate the complaint
- Respond to the complainant with the outcome of the investigation
- Provide feedback to the relevant internal stakeholders
1. Complaint Receipt
Privacy complaints must be made in writing. The Privacy Officer may exercise discretion to receive an oral complaint if they consider that making a written complaint would be impracticable or unreasonably onerous for the complainant.
In their written complaint, the complainant should:
- Include sufficient contact details to enable us to identify them
- Clearly and succinctly state the nature of their complaint
- Include sufficient information for the Privacy Officer to understand the complaint
- Provide details such as what happened, when they became aware of it, and who was involved
- State which Australian Privacy Principle they believe has been breached (if known)
- Outline the impact the event has had on them
- Include details of what they would like to see happen to resolve their complaint
The complaint can be emailed to firstname.lastname@example.org, faxed to (03) 9600 0290, or posted to:
The Privacy Officer
Slater and Gordon
485a La Trobe Street
MELBOURNE VIC 3000
We can only accept complaints from the individual involved, or their authorised representative. If the complainant is acting on behalf of another person, they must provide evidence of their authority to do so.
2. Complaint Acknowledgement
The Privacy Officer will acknowledge the complaint within five working days of receiving it.
3. Complaint Investigation
The Privacy Officer will investigate the concerns raised by the complainant. This may involve obtaining further information from the complainant, speaking with the relevant staff members, reviewing relevant documents or client files, and obtaining technical or legal advice.
It is anticipated that in most cases, the duration of the investigation will not exceed 20 working days. If the investigation is likely to take longer than 20 days, the Privacy Officer will notify the complainant.
4. Complaint Outcome
The Privacy Officer will write to the complainant to inform them of the outcome of the investigation.
If the complainant remains dissatisfied with the response provided, they may wish to contact the Office of the Australian Information Commissioner (The Privacy Commissioner). For more details, see http://www.oaic.gov.au.
5. Internal Feedback
Where appropriate, the Privacy Officer will provide feedback, including recommending process improvements, to the relevant internal stakeholders to ensure continued compliance with the Australian Privacy Principles.