Priority client framework review

Priority client framework review

Directing services to people who need them most

In 2018 we reviewed our priority client framework, which is considered in determining eligibility for legal aid services. As a result of feedback and a review of legal needs research, we have developed a new policy – the Client Priority and Capability Policy.

What is different?

This new draft policy makes significant changes to the way we consider people’s circumstances and ability to address their legal issues to target our services to those who need them most. The creation of new priority groups and tiered categories of priority reflects our findings that there are different levels of legal need within priority groups. Legal capability has been introduced in addition to priority categories because legal needs research and practice wisdom tell us that people’s capacity to find, engage in and make the most of legal services is affected by these characteristics as well as a range of other personal and societal factors.

It is intended that this policy will guide eligibility guidelines and be considered when we design new service approaches.

Download the policy

More information

For queries about the policy email

Read more about Who is eligible for help.

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