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.

An eLearning module focusing on the client service standards, managing difficult client interactions and self-care strategies can be accessed on our Learning Management System by searching for course code CCSS001. The module provides one CPDP point and assists staff to understand and apply our Client Service Standards. Although the training was developed for in-house staff (including non-legal staff) and there are some references specific to Legal Aid NSW processes, the issues covered by the module may be useful for anyone undertaking legal aid work.

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

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.