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This is the cover of the 2021-2022 annual report. This front cover celebrates our staff and partner organisations coming together to support clients across the state this financial year.

Client services

Annual Report 2021 - 2022

Our clients come from diverse backgrounds and have diverse needs. This year, as COVID-19 lockdowns continued and floods swept across the state, we continued to deliver services to new arrivals, Aboriginal and Torres Strait Islander people, people in regional NSW, families affected by domestic violence, and children and young people.

  • We launched our new One Legal Aid triage system to ensure a consistent, streamlined service for clients across the state.
  • We simplified our eligibility policies by applying a single merit test to all criminal, civil and family law matters.
  • We partnered with Macquarie University and TAFE NSW to rapidly accelerate the implementation and evaluation of a skilled and credentialled Aboriginal workforce.

  • We will improve services to our clients by launching new client service standards and an online client portal.
  • We will build new online tools to tell the public about what we do and make it easy for them to access legal assistance.
  • We will create a blueprint for our Civil Law Division that outlines our future direction and priorities.
  • We will implement a new agreement with the Department of Communities and Justice and the Aboriginal Legal Service (NSW/ACT) to refer families to us for legal advice.
  • We will implement our Aboriginal Cultural Safety Framework and continue to progress towards our goal of an 11% Aboriginal and Torres Strait Islander workforce.

  • Outline what clients can expect of us and hold ourselves accountable to these expectations by developing client service standards.
  • Improve the consistency of our services to ensure we can meet client needs regardless of location.