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 indicators2020-212021-222022-23
Community awareness of legal rights and responsibilities
Client satisfaction*76%N/AN/A
Information services provided170,98186,873143,819
Advice and minor assistance services provided119,003105,655 117,891
Number of publications distributed420,145299,055420,598
Accessibility of legal aid
Means test income limit as a % of the national minimum weekly wage53.1%51.8%55.4%
Percentage of local court sittings served by duty solicitor schemes100%100%100%
Representation service standards
Percentage of satisfactory comprehensive in-house file reviews97.3%98.3%99.2%
Number of Legal Aid NSW lawyers with specialist accreditation616464

*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 indicatorPercentage
Proportion of Legal Aid NSW Commonwealth representation services delivered to people experiencing financial disadvantage99.1%
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.