Private practitioner duty lawyers' responsibilities

Private practitioner duty lawyers' responsibilities

We are committed to providing legal services in a fair and accessible manner, including duty lawyer services delivered by private practitioner duty lawyer schemes.

What we expect from private practitioner duty lawyers

We expect private practitioner duty lawyers to meet certain standards of service and behaviour. They will:

  • maintain an up-to-date knowledge of our eligibility criteria and guidelines for duty lawyer services
  • provide clients with information on the services offered
  • provide a respectful, courteous service and listen to clients' concerns
  • respect clients' privacy and give them access to their personal information and an opportunity to correct any inaccuracies
  • treat any information given as private and confidential, unless the law says otherwise
  • ensure that clients are provided with general information, procedural advice and a referral if a duty of confidentiality is owed to anyone else who might be involved in a related matter
  • provide clients with accurate information within a reasonable time
  • be impartial and open with clients in assessing their inquiry or case, and provide a realistic assessment of it
  • be available at times and locations stated in the roster prepared by the scheme co-ordinator or have made appropriate alternative arrangements with the scheme co-ordinator for a replacement
  • arrange a qualified interpreter to assist non-English speaking clients
  • provide access to services via the National Relay Service, if a client has a hearing or speech problem
  • observe the highest standards of ethical and professional behaviour.

Complaints

Clients have the right to make a complaint if they are not satisfied with any part of the service.

We take all complaints seriously and aim to resolve complaints quickly, fairly and transparently.