Legal Aid NSW offices will be closed from Monday 23 December 2024 and will reopen on Monday 6 January 2025. During this time you can contact LawAccess NSW via web chat or by calling 1300 888 529. See Christmas closedown 2024–25 for more information.
Measuring our performance
We measure our performance against a range of key performance indicators to determine our effectiveness in providing community awareness, in ensuring accessibility of legal aid and in upholding our service standards.
| Key performance indicators | 2020-21 | 2021-22 | 2022-23 |
|---|---|---|---|
| Community awareness of legal rights and responsibilities | |||
| Client satisfaction* | 76% | N/A | N/A |
| Information services provided | 170,981 | 86,873 | 143,819 |
| Advice and minor assistance services provided | 119,003 | 105,655 | 117,891 |
| Number of publications distributed | 420,145 | 299,055 | 420,598 |
| Accessibility of legal aid | |||
| Means test income limit as a % of the national minimum weekly wage | 53.1% | 51.8% | 55.4% |
| Percentage of local court sittings served by duty solicitor schemes | 100% | 100% | 100% |
| Representation service standards | |||
| Percentage of satisfactory comprehensive in-house file reviews | 97.3% | 98.3% | 99.2% |
| Number of Legal Aid NSW lawyers with specialist accreditation | 61 | 64 | 64 |
*We measure client satisfaction through surveys conducted every few years. Our next survey will be conducted in 2023–24.
Reporting against the National Legal Assistance Partnership
Legal aid commissions, Aboriginal and Torres Strait Islander Legal Services and community legal centres receive Commonwealth funding to improve access to justice for disadvantaged people under the National Legal Assistance Partnership (NLAP) 2020–2025. The NLAP will be subject to a formal review in 2023–24.
We reported the number of legal assistance services for service types and law types, facilitated resolution processes and their outcomes, and the number and proportion of representation services we delivered to priority clients.
Selected National Legal Assistance Partnership performance indicators, July 2022 to June 2023
| Performance indicator | Percentage |
|---|---|
| Proportion of Legal Aid NSW Commonwealth representation services delivered to people experiencing financial disadvantage | 99.1% |
| Proportion of facilitated resolution conferences held by Legal Aid NSW that resulted in either partial or full settlement* | 72.6% |
*Commonwealth conferences only. The combined total for NSW and Commonwealth conferences was 72.7% per cent.
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