Report card

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.