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Annual Report 2019 - 2020

Client services

Our clients come from diverse backgrounds and have diverse needs. This year, our services assisted new arrivals, Aboriginal and Torres Strait Islander people, people in regional NSW, families affected by domestic violence, and children and young people.

Client services

Legal Aid NSW lawyer Steven Wright setting up a client conference via audio-visual link at an unlikely service point between Wilcannia and Broken Hill.

Key achievements iconKey achievements

  • We took over the management of LawAccess NSW.
  • We introduced phone advice services across Legal Aid NSW.
  • We completed a suite of digital projects for clients – FineFixer NSW, a guided pathway for traffic offences, and a Grants Tracker.
  • We introduced a new service type, early resolution assistance, which refers to quick, low-cost services that can be administered efficiently and cost-effectively.

Year ahead iconThe year ahead

  • We will embed phone advice as a preferred option and increase client options for access to legal help, including digital options.
  • We will consistently and quickly triage people to the right level and type of service.
  • We will simplify the pathway to a grant of aid.

Key challenge iconKey challenge

  • We want to learn from the rapid service changes made in response to COVID-19, so that we can design an enhanced, client-focused service model for the future.