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Complaints Handling

Making a Complaint

Pre-Paid Legal takes all complaints seriously and aims to handle them in an effective, prompt and objective manner. Our Complaints Handling process complies with the Australian Standard 3806-2006 Complaints Handling.

When first reporting  a complaint, please complete our Complaints Handling Form, proving your member number, a matter or reference number (if one exists), full details of your query and what you would like us to do in order to help resolve the matter.

What type of complaint can I make?

Pre-Paid Legal's Complaints Handling process covers all aspects of its product or service in dealing with any issue arising between yourself and the Legal Service Provider you have been referred to regarding your legal matter.

Complaints Procedure

Step 1

In the first instance, we would encourage you to contact the Legal Service Provider who is dealing with your legal matter to see if you can resolve the issue together.

Step 2

If this is not appropriate for whatever reason, you can lodge a complaint with Pre-Paid Legal by completing the Complaints Handling Form, or alternatively through any of the following channels:

Who do I contact to make a complaint?

Phone +61 8 9355 5822
Fax +61 8 9355 5833
Postal  c/- Complaints
 Pre-Paid Legal Services Pty Ltd
 Suite 1, 160 Burswood Rd
 Burswood, 6100
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

Step 3

In order to investigate your complaint effectively, Pre-Paid Legal will need all relevant information from you.

What information do I need to provide in order to make a complaint?

     -  Appropriate identification - Full name and Membership number, Matter or Referrence Number (If Applicable).
     -  Provision of contact details.
     -  Sufficient detail relating to the nature of the complaint and supply of any relevant documents and other information that may support the complaint and its resolution.

We will then arrange to have the matter reviewed at an appropriate level.

How long will it take to resolve a complaint?

The length of time Pre-Paid Legal takes to resolve your complaint will depend on the nature and complexity of the issues you have raised, and the extent of the enquiries required to enable those issues to be addressed:

     -  Where possible Pre-Paid Legal will attempt to resolve matters at first point of contact.
     -  Pre-Paid Legal aims to acknowledge all complaints received within two working days of receipt.
     -  Pre-Paid Legal will endeavour to respond to the majority of all complaints within 10 working days of receipt.
     -  For complaints that require in-depth investigation or additional information Pre-Paid Legal attempts to respond within 30 working days of receipt.
     -  Where it has not been possible to complete the complaints review process within 30 working days Pre-Paid Legal will notify you of the reasons for the delay and provide an
        updated target date for resolution.
     -  Acknowledgement and all correspondence will be carried out either by post, email or telephone.


About Pre-Paid Legal

Understanding the struggles that individuals, families and business owners encompass with not having access to affordable legal services, is the inspiration behind Pre-Paid Legal Plans. Learn more

Keep in Touch

Corporate Office - Map 

  This email address is being protected from spambots. You need JavaScript enabled to view it.
  +61 8 9355 5822
  +61 8 9355 5833
  Suite1/160 Burswood Road, Burswood, Western Australia 6100


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