SMLS assists thousands of clients each year. Many of our clients come from financially disadvantaged backgrounds. Being a new migrant and not knowing English adds a further layer of difficulty for some clients navigating the legal system.
For clients who are still learning English as an additional language, it can be difficult to communicate with lawyers, understand documents and navigate the legal system.
Additionally, the way a client perceives legal issues from their past experiences engaging with lawyers in different jurisdictions can also make it difficult to understand and engage with the law. Likewise, lawyers in Australia do not always have the necessary cultural competence to provide specific needs and challenges of clients from different languages and cultural backgrounds.
SMLS works hard to address these challenges and improve language access with the use of interpreters, equipping our staff to develop cultural competence, providing outreach services and extensive community engagement.
SARAH’s STORY
‘Sarah arrived in Australia in 2015. She was learning English and adjusting to a new country and new way of life. Sarah had rented a vehicle and had added her father as an additional driver. Sarah and her father both received a welcome email and confirmation that they were successful members to use the car service and car platform.
Unfortunately, on the very first day of renting the vehicle, Sarah’s father was involved in a motor vehicle accident. Sarah lodged a claim with the platform and paid the excess amount. However, after a few months, the platform held Sarah liable on the basis that the insurance did not cover her father.
Before seeking our assistance, Sarah had engaged a private lawyer. Like most people, she could not afford the legal fees. She was also overwhelmed with the process and was struggling to understand what she needed to do to resolve the issue. She came to our service very stressed and looking for help. SMLS wrote multiple letters to the platform, however, the platform maintained its stance holding Sarah liable. The amount of money was incredibly significant for Sarah and her family.
Eventually, SMLS made a complaint to the Australian Financial Complaints Authority. After this application the platform took responsibility for the loss, relieving Sarah from being liable for the damages.
Sarah spent 2 years trying to resolve this matter, when they came to our service, they had almost lost hope in the legal system. However, we provided guidance and advice at each step of the process and ensured that Sarah understood all her options and made informed decisions.
Sarah was extremely happy with the outcome, stating that the resolution of this matter was like ‘saving her life’.
Community Legal Centres have an incredible opportunity to assist all our clients who put enormous belief and trust in our services. For this reason, our sector remains determined and passionate to go above and beyond to get the best possible outcome for our clients.
