Strategic Plan 2024-28
Our strategic planning process looks at:
- our past performance, and how future performance might be improved
- issues emerging in the internal and external environments that may influence the future
- what objectives we might realistically aim for during the planning period, including how services and efficiency might be improved
- how those objectives will be achieved, including the resources required
- how success will be measured and reported
- the risks involved and how we will deal with them.
The strategic plan outlines the objectives and strategies for a four year period. It also shows the key performance indicators that will be used to monitor if these objectives are achieved.
Our role
To provide legal assistance to financially disadvantaged people throughout Queensland as a valued part of the legal and justice system.
Our purpose
To maintain the rule of law, protect legal rights, contribute to the fairness and efficiency of the justice system, and reduce the social impacts of legal problems.
Our vision
To be a leader in a fair justice system where people can understand and protect their legal and human rights.
Our values
Social Justice
We seek to protect people’s legal and human rights, promote dignity and fair treatment and help those at risk of social exclusion.
Respect
We respect the people we assist, those with whom we work and their safety, and the rule of law, our professional obligations and the administration of justice.
Quality
We strive to improve the quality of our work and the outcomes for our clients.
Cost effectiveness
We deliver innovative, sustainable, quality and cost effective services.
Accountability
We are accountable to our clients, courts, the legal profession, the community and those who fund us.
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.
Our environment — risks and opportunities
- Ability to meet the challenges of providing a broad spectrum of services to a diverse range of clients across a geographically decentralised state and including in a constrained fiscal environment.
- Capacity to continue to invest in our people, other service providers and systems while meeting demand for services.
- Key opportunity from increased state recurrent and nonrecurrent funding to improve access to justice by financially disadvantaged Queenslanders.
Our objectives will be delivered through the following strategies:
Legal Aid Queensland’s strategic objectives are determined by the Legal Aid Queensland Act 1997 (Qld). We are also committed to the principles of the National Legal Assistance Partnership 2020–25. Legal Aid Queensland also contributes to the Queensland Government’s community objective of safety where you live.
Objectives
Objective 1
Provide quality and cost effective legal services to our clients
Objective 2
Progress our vision through collaboration and policy leadership
Objective 3
Build on our business capability, sustainability and workplace culture
Objective 4
Contribute to the administration of justice
Strategies
- Support early resolution of legal problems
- Ensure we capably respond to people most at risk of social exclusion including Aboriginal and Torres Strait Islander people
- Build centres of excellence in our fields of legal practice
- Partner with private lawyers and community legal centres to help ensure quality services
- Innovate to maximise the reach of services to rural and regional communities
- Lead policy on issues affecting our service delivery
- Engage collaboratively with service providers
- Maintain a well, safe, skilled and engaged workforce
- Maintain a safe workplace
- Maintain our focus on financial sustainability and accountability
- Improve business support systems and infrastructure
- Contribute to the fair and efficient administration of justice
Performance indicators
- Meeting National Legal Assistance Partnership performance indicators ($)
- Meeting Queensland Government service delivery statement measures (% and av cost)
- Results of quality and compliance audits
- A mean satisfaction score > 7 in client satisfaction survey
- Delivering internal and external training opportunities to staff and other service providers
- Achieving First Nations Strategic Plan objectives
- Improving services to rural and regional communities
- Participating in legal assistance forums
- Contributing to government policy development
- Implementing service delivery initiatives in the:
- Financial Strategy
- Strategic Workforce Plan
- ICT Strategic Plan
- First Nations Action Plan
Last updated 29 April 2025