We analysed client data over ten years, from 2003 to 2013, to map the frequency that clients used our services.
The top one per cent of our users were identified as 'frequent' or 'high-contact' users. Their demographic characteristics were examined to see if and how they differed from the remainder of our client group.
While all users of our services, particularly those who receive grants of legal assistance, are relatively disadvantaged, we found that frequent (or high-contact) users were more likely to exhibit certain demographic characteristics, including:
- early contact with Victoria Legal Aid (before 18 years of age)
- criminal offending at a young age, specifically between 10 and 17 years
- having an acquired brain injury or a psychosocial or cognitive disability
- identifying as Aboriginal and Torres Strait Islander.
These clients were also more likely to have seen us for a child protection or family violence issue before the age of 18.
The analysis has implications for predicting who may be likely to continue to use our services and how we deliver services.
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Reviewed 09 June 2022