Complaints handling

Introduction

An accessible and efficient complaints process helps us improve our services and remain accountable.

In 2023–24, we received 171 frontline complaints. These included 66 complaints about wait times and customer service issues, three privacy-related complaints, 84 complaints about solicitor conduct (both in-house and private lawyers) and 10 other non-categorised complaints. These were handled locally and did not require a formal response or investigation.

We received 204 escalated complaints. These complaints required further investigation and often a further explanation or action.

We encourage all types of feedback – complaints, compliments, and suggestions help us improve the quality of the services we provide and identify risks. This year, we received 93 compliments.

Complaints working group

Key representatives from across Legal Aid NSW met quarterly this year to identify and discuss complaints and areas of service improvement. The group worked to ensure staff have the skills and knowledge to receive and action complaints in line with our policy.

Complaints training for staff

All new staff completed an induction, which included training on feedback and complaints to improve their understanding of the complaint-handling processes. We also trained our managers in complaints handling during our annual Manager Essentials training.

Our complaints and client services officer works one-on-one with teams to support staff in better understanding and responding to challenging client behaviour.

Complaint response times

Our complaints policy has two performance targets for complaint response times:

• 15 business days, or
• 30 business days for complaints about private lawyers.

Where we do not meet these response times for a complaint, we report this to the Legal Aid NSW Executive monthly. We consistently met our performance target and managed complaints within the 15-business day timeframe. For information on complaints about private lawyers, see Private lawyer complaints.