What to expect from our services

What to expect from our services

We are committed to being a leading and responsible force for community access to the legal system and for social justice.

Our commitment to you

You can expect our services to be client-focused and to follow these principles.


We will:

  • observe the highest standards of ethical and professional behaviour
  • provide a respectful, courteous service and listen to your concerns
  • treat any information you give us as confidential, unless the law says otherwise
  • provide you with general information and referral if a duty of confidentiality is owed to anyone else who might be involved in your case.

Integrity, fairness and transparency

We will:

  • be impartial and open with you when assessing your inquiry or case, and provide a realistic assessment of it
  • respect your privacy and give you access to your personal information.

Respecting and valuing diversity

We will:

  • recognise and respond to any personal, cultural, social or other issue that may affect your ability to engage with the legal system.

Pursuing continuous improvement

We aim to continuously improve our services and learn from you. You can help us to provide quality services to you by:

  • letting us know if your contact details or personal circumstances change while you are receiving our services
  • treating our staff with courtesy
  • providing us with all the facts and circumstances of your case and giving us any relevant documents as soon as possible
  • meeting the terms and conditions if you have a grant of legal assistance
  • telling us if you are not satisfied with any part of our service or if you have any suggestions about ways we can improve.

More information

Find out more about your rights as a client.