Complaints

POLEG-602 – Service Delivery Policy v02.4

We operate a blame-free culture at Portia, which means when things go wrong we try to learn from the mistakes made, not to cast blame for the actions that caused it. We will always act in an ethical way, with our ultimate goal to improve access to justice for people. This includes being
transparent and open with our clients.

Mistakes and errors happen and what is important is how we fix them, how we treat the people involved and that we learn in the process. All complaints are treated as serious and must be investigated immediately, as per our policy.

A complaint occurs at the first instance a client expresses dissatisfaction with an employee or agent of Ebborn Law – in other words a client does not need to make a formal approach to the Chief Executive Officer, they just need to express dissatisfaction, and any staff member may institute the complaints process as an own-motion.

Complaints should be sent to complaints@portia.law. However, clients are also invited to complain directly to the New Zealand Law Society: complaints@lawsociety.org.nz or phone 0800 261 801, or use the online complaints form.

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Privacy

POSUP-501 – Data and Information Policy v02.6a

The principles outlined in the Privacy Act apply at all times. It is each individual staff member’s personal responsibility to understand those principles and apply them with scrupulous attention.

Clients have an inalienable right to information we store about them (except in specific circumstances) and to have that information corrected if it is wrong. Exceptions must be made in circumstances where the law prevents release of personal information, or the Court
has suppressed or sealed information (e.g. psychology report).

All breaches of confidentiality must be reported – immediately and without delay – to the Privacy Officer in the first instance.