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Report card

Queensland Government community objective

  • Revitalise frontline services.

Our services

  • Preventative legal services — community legal education, and information and referrals through our website, statewide call centre and customer service counters
  • Early intervention — legal advice and minor assistance over the phone or face-to-face
  • Lawyer assisted dispute resolution — for families facing separation, and for consumers and farmers
  • Duty lawyer services — in criminal, family and administrative law
  • Representation in courts and tribunals — including criminal law, family law, child protection, domestic violence, anti-discrimination and consumer protection matters.

Performance indicators

  • Access to services by disadvantaged groups
  • Progress toward National Partnership Agreement targets
  • Achievement of other government service delivery targets
  • Legal services suppliers’ compliance with agreements and standards
  • Client satisfaction
  • Policy submissions made to government
  • Queensland and Regional Legal Assistance Forums held
  • Number of collaborative arrangements
  • Services delivered within budget
  • Target benefits achieved from business improvement projects
  • Staff satisfaction.

Outcomes

  • Ensured clients from key disadvantaged groups were able to access our services (see Table 4 on page 29).
  • Worked to achieve National Partnership Agreement on Legal Assistance Services targets (see Table 2 on page 16).
  • Worked to achieve state government targets (see Tables 2 and 3 on pages 16 and 17).
  • Eighty-nine percent of audited preferred suppliers achieved an acceptable level of compliance with agreements and standards.
  • Provided four policy responses to government.
  • Convened five Queensland Legal Assistance Forum meetings and 29 Regional Legal Assistance Forum meetings.
  • Initiated 87 collaborative arrangements with service providers and government and community stakeholders, including through the Queensland Legal Assistance Forum.
  • Delivered our services within budget (see financial overview on page 12).
  • Achieved targets set for business improvement projects (see page 36 for more detail).
  • Fifty-one percent of staff participated in the Working for Queensland Employee Opinion Survey, resulting in the organisation identifying areas for improvement and implementing an action plan.

Priorities for the future

  • Continue to provide frontline legal services to disadvantaged Queenslanders.
  • Continue prudent management of Legal Aid Queensland’s finances.
  • Continue the Legal Aid Queensland website redevelopment.
  • Establish child protection duty lawyer services in Cairns and Townsville.
  • Pilot a domestic violence duty lawyer service in Southport.
  • Increase fees paid to criminal lawyers appearing in the Magistrates, District and Childrens Courts from 1 July 2014.
  • Implement outcomes of our consultation paper about aligning family law grants of aid to court processes.
  • Upgrade our IT software to Microsoft Windows 7 and Office 2010.
  • Relocate our Bundaberg office and refurbish our Rockhampton, Southport and Woodridge offices.
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