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If you have contacted us online via the ‘chat’ option, we will keep a record of the ‘chat’ interaction.
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If you have consented to your call being recorded, we will keep a copy of the call recording. You always have the option to remain anonymous, or to use a pseudonym (fake name) if that is what you would prefer. We usually keep a record of your name (or the name you wish to use), as well as other information that will help us support you. We generally cannot produce information provided anonymously or under a pseudonym in response to a subpoena. If you have a personal right or privilege that is affected by information relevant to the subpoena, you may be entitled to lodge a notice of objection, an application to set aside or an objection to inspection of the documents requested under the subpoena.) (In this situation, you may also wish to obtain your own independent legal advice. If we know that you are concerned about the request, or if we believe that disclosure might cause you further harm or distress, we will use our reasonable endeavours to object to the disclosure of the documents or inspection of the documents by a/any parties to the proceedings, on whatever legal grounds may be available to us. We will take reasonable steps to contact you if we receive a subpoena requiring disclosure of your personal information. By law, we must comply with the request unless the court or party who issued the subpoena can be persuaded to set it aside. Very infrequently, we receive subpoenas requesting us to produce personal information for use in civil or criminal court proceedings.
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We will keep copies of complaints correspondence and discussions as required by legislation. If you are not satisfied with our response to your complaint, as 1800RESPCT is funded by the Commonwealth Government through the Department of Social Services, you may lodge a complaint with the Department of Social Services. Where your contact with the service was anonymous we will make every attempt to locate the records of your contact with what information you can provide us, however if we are unable to find the specific instance of support, or if it was requested that the content of the support we provided you go unrecorded, this may impact how much feedback we are able to provide. This process includes reviewing case documentation, chat or call recordings, speaking with you and our counsellors, and assessing how closely the service we provided you aligns with our practice and service delivery model. If the issue is complex, we may require a longer time period and will advise you if this is the case.ġ800RESPECT investigates complaints in a manner which seeks to identify the factors which contributed to your experience with the service. When we receive your complaint we will conduct a thorough investigation, where possible within 10 business days. We take complaints very seriously and recognise that any feedback contributes to the ongoing improvement of our service. If you are not satisfied or have concerns with the service you received from 1800RESPECT during a call or web chat, you can lodge a complaint via our website. We recognise that people from all walks of life, gender and sexual orientation can be impacted by domestic and family violence and we are impartial in our support. At 1800RESPECT we work with a trauma informed practice, creating a safe and confidential space so that we can best support people who have been impacted by domestic and family violence, and sexual assault.