Client Service Charter

Our Purpose

The purpose of Legal Aid ACT is to promote a just society in the Australian Capital Territory by:

  • ensuring that vulnerable and disadvantaged people receive the legal services they need to protect their rights and interests;
  • developing an improved community understanding of the law; and
  • seeking reform of laws that adversely affect those we assist.

We achieve this purpose by delivering a range of high quality legal services through our staff and professional partners in a caring manner that respects diversity and promotes confidence in the legal system.

Our Services

The following services are free of charge and are not subject to a means test:

  • information and legal advice about criminal, family and other problems;
  • duty lawyer services for:
    • criminal cases in the Magistrates Court and Childrens Court;
    • domestic violence and personal protection matters in the Magistrates Court; and
    • family law matters at the Canberra registry of the Family Court and Federal Circuit Court;
  • advocacy services in mental health cases;
  • minor assistance and advocacy in other appropriate matters; and
  • community legal education programs.

We also provide the following services that may be subject to payment of a contribution:

  • Ongoing legal representation for people who are eligible for a grant of legal assistance; and
  • Dispute resolution services in family disputes.

Our commitment to you

In providing these services our staff will observe the highest standards of ethical and professional behaviour and:

  • treat you with courtesy and respect;
  • listen carefully to what you tell us and protect the confidentiality of your information;
  • clearly and frankly explain your legal position and what we will be able to do for you;
  • give careful and prompt attention to your matter;
  • respond quickly to your enquiries and keep you informed of progress; and
  • if you are granted legal assistance, carry out your reasonable instructions.

What you can do to help us

In order for us to fulfil our commitment to you we need your help in the following the ways:

  • be honest with us and respond promptly to our requests;
  • treat our staff with courtesy and respect;
  • keep appointments or tell us if you can't keep an appointment;
  • tell us if:
    • you change your address or telephone number;
    • there is any change in your circumstances that might affect your case or eligibility for legal assistance;
    • you have a disability or there are other special circumstances that might affect your case;
  • promptly pay any contribution you are required to make towards the cost of providing legal assistance.

We value your feedback

Because we are committed to continuously improving our services we welcome your feedback. If you are happy with the service you received please tell us because our staff like to know when clients are satisfied. On the other hand, if there is something about our services you are not happy about please tell us so we can do better.

If you have a complaint about our services, a staff member, or a private lawyer providing services on our behalf, please write to the Chief Executive Officer at GPO Box 512 Canberra ACT 2601 or email your complaint to