Victoria Legal Aid

Private practitioner duty lawyers' responsibilities

The standards of service and behaviour that we expect from private practitioner duty lawyers.

We are committed to providing legal services in a fair and accessible manner, including duty lawyer services delivered by private practitioner duty lawyer schemes.

What we expect from private practitioner duty lawyers

We expect private practitioner duty lawyers to meet certain standards of service and behaviour. They will:

  • maintain an up-to-date knowledge of our eligibility criteria and guidelines for duty lawyer services
  • provide clients with information on the services offered
  • provide a respectful, courteous service and listen to clients' concerns
  • respect clients' privacy and give them access to their personal information and an opportunity to correct any inaccuracies
  • treat any information given as private and confidential, unless the law says otherwise
  • ensure that clients are provided with general information, procedural advice and a referral if a duty of confidentiality is owed to anyone else who might be involved in a related matter
  • provide clients with accurate information within a reasonable time
  • be impartial and open with clients in assessing their inquiry or case, and provide a realistic assessment of it
  • be available at times and locations stated in the roster prepared by the scheme co-ordinator or have made appropriate alternative arrangements with the scheme co-ordinator for a replacement
  • arrange a qualified interpreter to assist non-English speaking clients
  • provide access to services via the National Relay Service, if a client has a hearing or speech problem
  • observe the highest standards of ethical and professional behaviour.

Complaints

Clients have the right to make a complaint if they are not satisfied with any part of the service.

We take all complaints seriously and aim to resolve complaints quickly, fairly and transparently.

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 www.legalaid.vic.gov.au

Reviewed 18 March 2022

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