Who We Are
Complaints
Legal Aid ACT believes it is very important to investigate all complaints and concerns, so that our service to the community is professional and accessible.
Our aim is to resolve complaints quickly, fairly and without prejudice. If you have a complaint about our service, a staff member, or a private lawyer funded by Legal Aid ACT, you should contact our office by phone or in writing. We will record your complaint and advise you on how it can be resolved.
If your complaint concerns the professional conduct of a lawyer, you can also contact the Law Society of the ACT.
We take all complaints seriously and where possible we will let you know in writing the results of your complaint (subject to confidentiality provisions).
If you are not satisfied with how we resolve your complaint, you can request a review. Your request will be referred to a senior manager for review and you will be notified in writing of the outcome.
If a complaint about an administrative matter is not resolved to your satisfaction, you can refer the complaint to the Ombudsman for further investigation.
People may also notify us if they believe someone who is getting a grant of legal aid is not eligible for aid, for example, if someone is withholding details of any bank accounts they hold.
Notifications of this type are investigated but we cannot disclose the outcome of investigations to third parties due to the privacy provisions of the Legal Aid Act 1977.