Who We Are
Commitment to Service Statement
Mission
Legal Aid ACT works to promote a just society in the Australian Capital Territory by:
- ensuring that vulnerable and disadvantaged people receive the legal services they need to assert or defend their rights;
- developing an improved community understanding of the law; and
- seeking reform of laws that adversely affect those we assist.
We achieve this purpose by delivering a range of high quality legal aid services through our staff and professional partners in a caring manner that respects diversity and promotes confidence in the legal system.
Vision
To be a leader in the delivery of legal aid, recognised for the excellence of our services and for the caring, responsive and professional manner in which they are provided.
Values
We are committed to helping disadvantaged people achieve justice.
We respect people and their diversity.
We value integrity and ethical conduct.
We work collaboratively with others to meet people’s needs.
We value and protect our statutory independence.
We are accountable and encourage innovation.
What you can expect from us
Professional services
Our solicitors are subject to the same professional standards as private solicitors.
- We will act for you in the same way a private firm of solicitors would.
- We aim to treat you with courtesy and help you understand the facts relating to your matter.
- We will carry out your reasonable instructions (if you are granted financial assistance).
- We will maintain privacy between you and our office.
Honesty
- We will advise you frankly on the legal aspects of your situation.
- We will deal with any money you give us or which is received by us on your behalf in an appropriate manner.
Efficiency
- We aim to give your matters full and proper consideration and to act carefully and as quickly as possible.
Our commitment to you
- All incoming calls should be answered within five rings.
- All telephone messages should be returned within 24 hours.
- All faxes, e-mails and letters with requests for action should be acknowledged within the day of receipt.
- All staff should be reasonably accessible to incoming calls.
- If we are unable to meet these deadlines we will explain why.
What you can do to help us
- Co-operate in keeping appointments or telling us if you cannot keep an appointment.
- Provide proof of your financial circumstances when applying for a grant of legal assistance.
- Keep us informed of your address and a contact number and any matter that may affect your grant of legal assistance.
- Make every effort to quickly pay your contribution towards your grant of legal aid.
Our services
- Free legal information and advice on criminal, family and other legal problems.
- Free duty lawyer services for bail applications in the Magistrates and Children’s court.
- Free duty lawyer services for assistance with obtaining interim protection orders and restraining orders.
- Free duty lawyer services for mental health clients.
- Legal representation for people who are eligible for a grant of legal assistance.
- Community legal education for schools, colleges and community groups on request.
Measuring our Performance
We report our performance in our Annual Report.
We welcome feedback, both positive and negative, from our clients.
Concerns and complaints
If you are unhappy with our service or the lawyer who is representing you under a grant of legal assistance.