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Client service standards

Legal Aid NSW has developed a set of client service standards. The purpose of the standards is to explain to our clients what level of service they can expect to receive from Legal Aid NSW when they interact with us about their legal issue. 

These standards apply to all our public facing roles, including private lawyers undertaking legal aid work. These Client Service Standards align with and complement the Legal Aid NSW Quality Standards. Compliance with the Quality Standards is a requirement of the Service Agreement between Legal Aid NSW and panel law practices.

If you have any questions please contact the Private Lawyer Quality Standards Unit via email at panels@legalaid.nsw.gov.au.

Graphic depicting Legal Aid NSW's client service statement and standards.

Each of our standards are aligned to the NSW Government Customer Commitments which provide the framework within which NSW Government Agencies like Legal Aid NSW are expected to deliver services to clients.