Victoria Legal Aid

Client Priority and Capability Policy

We are reviewing our priority client framework, which is considered in determining eligibility for legal aid services. As a result of feedback we have drafted a new 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.

Disclaimer: The material in this print-out relates to the law as it applies in the state of Victoria. It is intended as a general guide only. Readers should not act on the basis of any material in this print-out without getting legal advice about their own particular situations. Victoria Legal Aid disclaims any liability howsoever caused to any person in respect of any action taken in reliance on the contents of the publication.

We help Victorians with their legal problems and represent those who need it most. Find legal answers, chat with us online, or call us. You can speak to us in English or ask for an interpreter. You can also find more legal information at

Reviewed 02 June 2022

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