BCLS Client Charter

Charter of Client Rights 

Client Rights and Responsibilities 

You have a right: 

  • To be treated in a respectful, non-judgmental and non-discriminatory way 
  • To received appropriate, thorough and well research advice and/or referrals to other agencies 
  • To understand our guidelines for providing legal services, which we will discuss and explain on request 
  • To be treated with honesty, respect, dignity and regard for your privacy and confidentiality  
  • To bring a support person when you attend this service 
  • To an interpreter, if needed 
  • For your information to be treated confidentially and at all times 
  • To voice a concern or make a complaint 

You have a responsibility: 

  • To treat staff, volunteers and other service users with respect at all times 
  • To not act in a rude, aggressive or abusive manner towards staff, volunteers or other service users 
  • To understand you are receiving a free legal advice appointment and that ongoing work/casework is resource intensive and is therefore available only in limited circumstances 
  • To supply correct information  about yourself and your situation so that staff fully understand what is happening and can assess how to best assist you 
  • To participate actively with staff to resolve issues together 
  • To act in a way that doesn’t put yourself or any other person at risk, or compromise any other person’s safety 
  • To arrive at your appointment on time 
  • To inform the Centre if you cannot make your appointment and reschedule if necessary 

Got a complaint or suggestion? 

For any questions or suggestions regarding your rights and responsibilities please contact: