Client Priority and Capability Policy

Client Priority and Capability Policy

Directing services to people who need them most

Our organisation provides legal information, education, advice and representation services in criminal, family and civil law, combined with other services such as Independent Mental Health Advocacy. We administer grants of legal aid that fund services provided by our lawyers and private practitioners across Victoria. To extend the reach of these services to as many people as possible within our limited resources, particularly for high volume or complex legal problems, we prioritise services based on a range of factors.

In 2018 we reviewed our priority client framework and developed a new policy – the Client Priority and Capability Policy.

Our approach to prioritising services

Under this policy, we outline our approach to prioritising services by considering three main factors:

  • priority characteristics (in three tiers)
  • capability to understand and address the legal problem, including ability to access or pay for alternative legal services, and
  • the context and characteristics of the legal problem and considerations related to a possible service response to the problem.

It is intended that this policy will guide eligibility guidelines and be considered when we design new service approaches. We will gradually build this new approach into our systems and services.

Download the policy

More information

If you have questions or would like further information about this policy, contact the Client Intake and Inclusion team.

Read more about Who is eligible for help.

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