LawAccess NSW, as its name implies, is about making the legal system and justice as accessible as possible to as many people as possible.
It gives me great pleasure in launching today what is undoubtedly Australia’s most comprehensive and, in many ways, unique legal assistance service.
The service is available to everyone in the State but it is particularly targeted towards those who cannot afford legal assistance and those disadvantaged by virtue of living in isolated regions of NSW.
LawAccess merges the old Legal Aid Commission telephone ‘Helpline’ and the Law Society’s telephone assistance line.
Its uniqueness stems not only from the merging of the resources and commitment of industry, government and community organisations, but from the range of services now available to the community at the end of the telephone and on the web.
This service does not focus on referral or information or advice, but a flexible mix of all three services to meet the different expectations and needs of its customers.
While the technology that has been deployed is impressive, underscoring its commitment to the community is a highly trained and professional staff of customer service officers and lawyers.
There is an excellent fact sheet which you all should have a copy of which outlines the available services.
The telephone number for LawAccess is 1300 888 LAW otherwise known as 1300 888 529.
There is a number for the hearing or speech impaired and a access to services through the translating and interpreting service.
The service is available Monday to Friday between nine and five.
Its web service, LawAccess Online, will meet the needs of that growing band of people who enjoy the convenience of browsing the Internet for information and services.
I am told that over 1,500 quality plain language Fact Sheets are available on LawAccess Online collated from across 100 community, government and industry organisations – a significant proportion of which are in languages other than English.
Great efforts have been place on making the web service accessible to people with disabilities, so all members of the community have equal access to justice.
My Department has built an impressive reputation in delivering services on the Internet and LawAccess Online will undoubtedly expand further the almost 50 million pages of information that are accessed on LawLink NSW each year.
One of the unique services offered by LawAccess NSW, that distinguishes it in the field, is the provision of recorded information services 24 hours a day, 7 days a week.
You can ring at anytime of the day or night and listen to recorded legal information, called LawTalks, covering topics such as drink driving, child support, wills, neighbourhood disputes, victims compensation and divorce – I am told you will soon also be able to listen to them on the web!
During the last 9 month trial period, the centre has found the most common enquiries are about family law and debt related matters. The significant impact these issues have on the family and our community underlies the importance of getting the right information to people and connecting them to the right services as soon as possible.
In addition to legal information, referral and advice, it can, for example, link people to financial counsellors who may be able to assist in restructuring a debt rather than filing for bankruptcy.
There are approximately 14 full-time and part time customer service officers. Their training is extensive and ongoing. Initially, they undergo a three-week induction course covering: legal aid processes, the legal system, family, civil and criminal law.
Non-lawyers will not provide legal advice. They help the customer identify the type of legal problem and provide information and referrals.
If the issue merits it, customers may be referred to one of the centre’s legal team for some one-off telephone legal advice.
You will see from the Fact Sheet that LawAccess has in place performance goals which are measurable and to which the centre’s personnel will be answerable.
Ladies and Gentlemen, my congratulations goes to all those involved in this wonderfully democratic system and to our partners in this legal assistance service for the people of NSW.
It is unique in itself for two organisations to merge the resources and staff of their own highly successful telephone services into a new body. This demonstrates the commitment these organisations have to their community and cooperation in achieving improved access to justice.
I commend the Law Society, Legal Aid Commission, Attorney Generals Department and Bar Association for their initiative and innovation.
And to our many community partners, including the Combined Community Legal Centres Group, Public Interest Advocacy Centre and NSW Council on Social Services, whose involvement and commitment to this project during its development and implementation have helped mould a unique and significant contribution to enhancing access to justice for the people of NSW. |  |
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