Report card

Queensland Government community objectives

• Delivering quality frontline services
• Building safe, caring and connected communities.

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
• Duty lawyer services—in criminal, family and administrative law
• Lawyer assisted dispute resolution—for families facing separation, and for consumers and farmers
• Representation in courts and tribunals—including criminal law, family law, child protection, domestic violence, anti-discrimination and consumer protection matters.

Performance indicators

• Progress towards Queensland and Commonwealth Government targets
• Audit outcomes demonstrate quality services
• Client survey shows high levels of client satisfaction
• Disadvantaged clients are able to access services
• Services enhanced through policy reform and good stakeholder relationships
• Services delivered within budget
• High levels of staff satisfaction
• Business improvement projects support better services.

Outcomes

• Worked to achieve Commonwealth Government (National Partnership Agreement on Legal Assistance Services) targets (see Table 2 in Our Performance).
• Worked to achieve Queensland Government targets (see Table 3 in Our Performance).
• 95 percent of audited preferred suppliers achieved an acceptable level of compliance with agreements and standards.
• Our biennial client survey showed satisfaction with our services remains high, with overall satisfaction rated 7.7 out of 10.
• Ensured clients from key disadvantaged groups were able to access our services (see Table 4 in Our Performance).
• Provided nine policy responses to government.
• Delivered our services within budget (see financial overview).
• 47 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.
• Achieved targets set for business improvement projects (see Our systems and processes in Our Performance).

Priorities for the future

• Continue to provide frontline legal services to disadvantaged Queenslanders.
• Continue prudent management of Legal Aid Queensland’s finances.
• Conduct an annual grants of aid fee review.
• Complete the Legal Aid Queensland website redevelopment.
• Expand our child protection duty lawyer services.
• Expand our domestic and family violence duty lawyer services (see below for more information).
• Participate in the Queensland Government’s Domestic Violence Court at Southport.
• Expand our Legal Advice Referral Pathways Program.
• Continue to improve staff accommodation.