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Report card 2018–18 annual report

Queensland Government community objectives

  • Be a responsive government
  • Keep communities safe

Our services

  • Community legal education and information—through our website, publications, community legal education activities, statewide contact centre and customer service counters
  • Legal advice and task assistance—over the phone, by video-link or face-to-face
  • Duty lawyer services—in criminal, family, domestic violence, child protection, anti-discrimination, employment 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, mental health and some civil law 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
  • Participation in collaboration processes and developing policy
  • High levels of staff satisfaction
  • Maintain a safe workforce
  • Responsible budget management
  • Business support projects completed.


  • Achieved Commonwealth Government (National Partnership Agreement on Legal Assistance Services) targets (see Table 3 in Our performance).
  • Achieved Queensland Government targets (see Table 4 in Our performance).
  • Conducted targeted compliance activity and full file audits throughout the year, and identified and actioned improvement opportunities.
  • The bi-annual client survey was not conducted in 2018–19. It will be conducted in early 2019–20.
  • Ensured clients from key disadvantaged groups were able to access our services (see Table 6 in Our performance ).
  • Provided 33 policy/law reform responses and contributed to three National Legal Aid submissions to government.
  • 86 percent of Employee Opinion Survey respondents reported high levels of satisfaction with Legal Aid Queensland.
  • Provided psychological wellness, and health and wellbeing programs for staff (see Our performance for more detail).
  • Financial position remains healthy (see Financial overview in Financial overview).
  • Completed business support projects.

Priorities for the future

  • Continue to provide quality cost effective legal services statewide.
  • Pilot the Client Assistance Service for vulnerable clients.
  • Start trialling lawyer assisted mediation for family law property matters.
  • Administer the legal representation for parties subject to the ban on cross examination in family law matters.
  • Roll out the Youth Practitioner Certification Program to in-house lawyers and preferred suppliers across the state.
  • Improve service delivery to Aboriginal and Torres Strait Islander people.
  • Increase fees paid to duty lawyers and practitioners who do legal aid work.
  • Continue to pursue our goal of Legal Aid Queensland being a ‘centre of excellence’.
  • Continue to build a health and wellbeing program for our staff.
  • Upgrade our standard operating environment to Windows 10 and Office 365.
  • Replace our key business systems LAQ Office and Grants Online.

Last updated 21 October 2019

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