Queensland Government community objective
- Be a responsive government
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
- Meet Commonwealth Government targets and Queensland Government service delivery statement measures
- Conduct service delivery audits
- Conduct client satisfaction survey
- Deliver internal and external training opportunities to staff and other service providers
- Achieve First Nations Strategic Plan objectives
- Improve services to rural and regional communities
- Lead legal assistance forums
- Contribute to government policy development
- Implement service delivery initiatives in the Financial Strategy, Workforce Plan and ICT Strategic Plan
Outcomes
- Achieved Commonwealth Government (National Partnership Agreement on Legal Assistance Services) targets (see Table 3 on page 24).
- Achieved Queensland Government targets (see Table 4 on page 25).
- Conducted targeted compliance activity and full file audits throughout the year, and identified and actioned improvement opportunities.
- Client survey participants rated their overall satisfaction with Legal Aid Queensland as 7.1 out of 10.
- Ensured clients from key disadvantaged groups were able to access our services (see Table 6 on page 44).
- Provided 34 policy/law reform responses and contributed to two National Legal Aid submissions to government.
- 81 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 page 50 for more detail).
- Financial position remains healthy (see Financial overview on page 21).
- Completed business support projects.
Priorities for the future
- Continue to provide quality, cost effective legal services statewide.
- Improve service delivery to Aboriginal and Torres Strait Islander people.
- Continue to respond to the legal needs of people affected by the COVID-19 pandemic.
- Deliver legal assistance services to people affected by the 2019–20 Queensland bushfires.
- 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.
- Replace our key business systems LAQ Office and Grants Online.