When delivering our innovative, professional and culturally competent legal services across Queensland we always seek feedback on the assistance provided to clients. Client feedback is captured periodically to ensure we are delivering quality assistance in line with needs of Aboriginal and Torres Strait Islander people and their families, and that meet the requirements of our funding body (Australian Government Attorney-General’s Department). Below are the collated responses and data analysis for our Client Satisfaction Survey  Annual Report 2015/2016.

View full report

Part A: Statistical Information

 Table 1: Summary of Client Satisfaction Surveys (2015-16)

Conclusion: An excellent outcome – with in excess of 81% of clients being either very satisfied or more than satisfied with the service provision received – with less than 1% of clients being unsatisfied.

 Table 2: Satisfaction by Remoteness Index (all law types)

Table 3: Satisfaction by Law Type

Note: Office by office figures are also analysed (albeit not contained within this report)

Part B: Client Feedback (written comments – by office location)

Beenleigh Comments:-

• Very prompt service
• Communication was good
• Could be better by checking that everyone has representation

Brisbane Comments:-

• Work organisation & construction of the case defence & common knowledge
• Very happy
• Things we well explained
• Has been with me from the start – without her I would be here writing toady – Power to the people
• Lawyer was excellent in keeping me informed of all aspects of the case and provided me excellent advice and support and I am very grateful & appreciative of this support and would recommend ATSILS to any future clients.
• Could be better with replaceable lawyers if needed

 Bundaberg Comments:-

• Happy with my advice
• Nat was very helpful in explaining the process to me – thanks
• Thanks you for helping so much
• I was impressed with service, really happy with representation – thanks you
• All aspects of assistance was great, excellent communication
• Looked after my best interests
• Everything was very good
• Good support
• My matter was dealt with – very excellent results

Charleville / Cunnamulla / Roma Comments:-

• It was extremely good how Solicitor kept in contact with us & was upfront form the start was really pleased with outcome
• Very good
• Direction given was very good
• Happy with outcome
• Great staff very helpful
• Could have been better by not changing solicitors as we had to keep telling the same story (3 solicitors)
• The contact I was very happy with
• It is better now than it was 4 years ago
• Had a good solicitor
• Happy with outcome and Laurie representing me
• Explained what I can’t understand
• This was the best service I ever have had and it was because of the solicitor
• Could have been better – office was a little untidied, paperwork could be put away

Hervey Bay Comments:-

• Excellent communication between the service and myself – up to date, reports and info regarding the process
• Easy to work with and kept me informed with court hearings
• Professional in all areas
• Went well thank you so much

Ipswich Comments:-

• Communication was very good I knew what was happening at every step can’t thank him enough for his efforts
• Communication was great
• Extremely good
• My lawyer was a straight shooter and what he says he does and he actually cares
• Spoken to nicely & everything was explained very well
• Solicitor was amazing, caring and gave me the time of day and made me feel at ease
• Service was fast and explained well
• I got the best outcome, staff was great and always been helpful
• The way I was treated was good
• Always go above and beyond
• Really in touch with the family  and do all I asked thank you more than words could say
• Very please pf outcome of court and my lawyers service
• Could have been better – I saw [name omitted from report] for 2 minutes, I felt I wasn’t given the time of the day, I felt he was rude and felt lessor of a person compared to him

Mackay Comments:-

• My representation was good
• They were good in all areas
• My completed service was great
• I was very happy that ATSILS represented me
• All good
• Everything went fine
• Representation was really good & they listened to me
• Happy with the lot e.g. outcome and representation
• I was happy with the solicitor who represented me
• They were very through happy with outcome
• Got me a good outcome
• Everything went fine
• My solicitor was very successful with the little information she had
• Overall 100% great
• Representation & explanation of charges and outcomes was good
• Solicitor asked questions and very clear
• Representation and explanation was very good
• Could have been better – my solicitor was unsure and did not feel confident
• Could have been better with a full time family lawyer it was stressful when I couldn’t get one

Maroochydore Comments:-

• I was treated with respect and they helped me and listened to me
• Great – keep up the good work
• Very easy to communicate with and work with
• Very happy with service
• Very professional also listed to my events and delivered the same to the court
• Very well explained for my understanding
• Tim was fantastic in the way he handle everything on the day and the lead up Very pleased thank you so much
• I wouldn’t go anywhere else for legal advice
• Legends they listened to you
• Al round very good service
• Rod did the best he could with the charges I had
• Very helpful with everything
• He done everything he could & I am happy with the outcome
• Getting charges dropped to a lesser charge. Explaining when was happening throughout the course of going to court
• The service was great very understanding do their job to a high standard and will use them again and recommend them to other people
• I couldn’t ask for a better solicitor 
• She is particularly through and everything got done – team was brilliant
• Mediation was excellent – getting somewhere there
• My matter was such short notice – 4 days to put it together – working w/ends – the team did such a great job
• They went the extra mile to make calls to me everyone was really considerate to my needs
• They made sure I understood the legal jargon – I finally got a resolution
• I felt that all the legal assistance and representation in relation to my family law matter was outstanding 
• Very helpful and personal service I felt supported and communication was clear and upfront
• Solicitor answered all my questions – very good explanation at what could happen and how he could help me in this situation
• Could have been better – parking was very difficult

Murgon Comments:-

• I thought they were helpful
• Explained all aspects of defence well
• Services were good
• Staff are easy to talk to and do a very good job
• At any time of day I was able to contact by phone or email. Made it much easier through the ordeal
• Following up with me and leaving messages as I struggled through the last 6 months. Being available to answer phones calls / reassure on weekends and receiving written confirmation of court outcomes
• Could have been better – I felt let down in May of this year when the [omitted] lawyer,  [name omitted from report] didn’t help me with my case re: [omitted]
• Could have been netter – A little bit disappointed that they couldn’t attend the watch house quicker. I don’t like spending the whole day locked-up

Normanton Comments:-

• Very good rep from the lawyer
• First time – very good
• Could have been better – more presence in the community

 Rockhampton Comments:-

• Lawyers and support always there to help. There was no judgement and I am extremely happy with the outcome
• Thanks ATSILS
• I was very satisfied
• Very happy for the way that ATSILS acted on my behalf very thankful and appreciated
• Super satisfied thank you heaps
• Communication is awesome 
• Thanks for the advice on the warrant
• Top efforts
• Thanks Shayne
• Stoked – brilliant
• Thank ATSILS, CJG and ISL court for your help
• Thank you helping me get my charge being dismissed
• Thanks you for case conferencing my matters
• Excellent communication
• Happy with service and staff – NOT happy worth curt outcome

Southport Comments:-

• Very satisfied
• I will use you Aboriginal Legal Aid all the time
• Happy with the service and outcome
• As always very helpful
• I was most impressed with Sunil, he was very professional and very helpful
• They looked after me very well
• Very happy
• Very professional and caring explained everything in detail
• They did everything I could have wanted and more
• Explain things well
• Help was very good
• I was more than happy with the service’s received, very much appreciated
• It was my first time going to court and my lawyer was very good and made me feel relaxed
• As always my lawyer gives me information and legal advice I ask for. She is always supportive in any situation that I have and willing to help if she can. Always points me in the right direction
• I was very happy that we resolved my problems

Thursday Island:-

• Service was good
• Very professional approach and open and easy to talk to
• Well done keep up the good work
• You guys are great
• Very satisfied for the way you handle my case
• Client service was good
• Good at explaining the matter and outcome and clear communication
• My first time at court and a charge was dropped to this helped me – I like that the legal service and court come to Badu
• Everything was good and satisfied with the outcome
• I would recommend ATSILS to all in the area
• Good having a field office who explains to understand
• Service was very excellent and always concerned about me
• Could have been better – in need of an interpreter for kids
• Could have been better – tell me what’s going on and too much court dates
• Could have been better – May need a microphone or PA system – Magistrate couldn’t hear because of the fans

 Toowoomba / Dalby / Goondiwindi / St George / Warwick / Chinchilla Comments:-

• Great support everything was explained
• I am very happy I still have my licence
• Extremely satisfied
• You are the best
• Good to talk to it a good system and very helpful
• Listened to me
• Good service
• Extremely good communication between myself and lawyer, very helpful on all levels
• Very good so happy with the outcome
• Explained everything

Townsville Comments:-

• Had an outstanding lawyer.  Professionalism really shone through. I would recommend him to anybody he has changed our lives forever we will be forever in his debt. Thank you will all our hearts.
• Lawyer delivered a great service & he was culturally appropriate in delivering a quality service

The post Client Survey Annual Report 2015/2016 appeared first on ATSILS.

View full report

Part A: Statistical Information

 Table 1: Summary of Client Satisfaction Surveys (2015-16)

Conclusion: An excellent outcome – with in excess of 81% of clients being either very satisfied or more than satisfied with the service provision received – with less than 1% of clients being unsatisfied.

 Table 2: Satisfaction by Remoteness Index (all law types)

Table 3: Satisfaction by Law Type

Note: Office by office figures are also analysed (albeit not contained within this report)

Part B: Client Feedback (written comments – by office location)

Beenleigh Comments:-

• Very prompt service
• Communication was good
• Could be better by checking that everyone has representation

Brisbane Comments:-

• Work organisation & construction of the case defence & common knowledge
• Very happy
• Things we well explained
• Has been with me from the start – without her I would be here writing toady – Power to the people
• Lawyer was excellent in keeping me informed of all aspects of the case and provided me excellent advice and support and I am very grateful & appreciative of this support and would recommend ATSILS to any future clients.
• Could be better with replaceable lawyers if needed

 Bundaberg Comments:-

• Happy with my advice
• Nat was very helpful in explaining the process to me – thanks
• Thanks you for helping so much
• I was impressed with service, really happy with representation – thanks you
• All aspects of assistance was great, excellent communication
• Looked after my best interests
• Everything was very good
• Good support
• My matter was dealt with – very excellent results

Charleville / Cunnamulla / Roma Comments:-

• It was extremely good how Solicitor kept in contact with us & was upfront form the start was really pleased with outcome
• Very good
• Direction given was very good
• Happy with outcome
• Great staff very helpful
• Could have been better by not changing solicitors as we had to keep telling the same story (3 solicitors)
• The contact I was very happy with
• It is better now than it was 4 years ago
• Had a good solicitor
• Happy with outcome and Laurie representing me
• Explained what I can’t understand
• This was the best service I ever have had and it was because of the solicitor
• Could have been better – office was a little untidied, paperwork could be put away

Hervey Bay Comments:-

• Excellent communication between the service and myself – up to date, reports and info regarding the process
• Easy to work with and kept me informed with court hearings
• Professional in all areas
• Went well thank you so much

Ipswich Comments:-

• Communication was very good I knew what was happening at every step can’t thank him enough for his efforts
• Communication was great
• Extremely good
• My lawyer was a straight shooter and what he says he does and he actually cares
• Spoken to nicely & everything was explained very well
• Solicitor was amazing, caring and gave me the time of day and made me feel at ease
• Service was fast and explained well
• I got the best outcome, staff was great and always been helpful
• The way I was treated was good
• Always go above and beyond
• Really in touch with the family  and do all I asked thank you more than words could say
• Very please pf outcome of court and my lawyers service
• Could have been better – I saw [name omitted from report] for 2 minutes, I felt I wasn’t given the time of the day, I felt he was rude and felt lessor of a person compared to him

Mackay Comments:-

• My representation was good
• They were good in all areas
• My completed service was great
• I was very happy that ATSILS represented me
• All good
• Everything went fine
• Representation was really good & they listened to me
• Happy with the lot e.g. outcome and representation
• I was happy with the solicitor who represented me
• They were very through happy with outcome
• Got me a good outcome
• Everything went fine
• My solicitor was very successful with the little information she had
• Overall 100% great
• Representation & explanation of charges and outcomes was good
• Solicitor asked questions and very clear
• Representation and explanation was very good
• Could have been better – my solicitor was unsure and did not feel confident
• Could have been better with a full time family lawyer it was stressful when I couldn’t get one

Maroochydore Comments:-

• I was treated with respect and they helped me and listened to me
• Great – keep up the good work
• Very easy to communicate with and work with
• Very happy with service
• Very professional also listed to my events and delivered the same to the court
• Very well explained for my understanding
• Tim was fantastic in the way he handle everything on the day and the lead up Very pleased thank you so much
• I wouldn’t go anywhere else for legal advice
• Legends they listened to you
• Al round very good service
• Rod did the best he could with the charges I had
• Very helpful with everything
• He done everything he could & I am happy with the outcome
• Getting charges dropped to a lesser charge. Explaining when was happening throughout the course of going to court
• The service was great very understanding do their job to a high standard and will use them again and recommend them to other people
• I couldn’t ask for a better solicitor 
• She is particularly through and everything got done – team was brilliant
• Mediation was excellent – getting somewhere there
• My matter was such short notice – 4 days to put it together – working w/ends – the team did such a great job
• They went the extra mile to make calls to me everyone was really considerate to my needs
• They made sure I understood the legal jargon – I finally got a resolution
• I felt that all the legal assistance and representation in relation to my family law matter was outstanding 
• Very helpful and personal service I felt supported and communication was clear and upfront
• Solicitor answered all my questions – very good explanation at what could happen and how he could help me in this situation
• Could have been better – parking was very difficult

Murgon Comments:-

• I thought they were helpful
• Explained all aspects of defence well
• Services were good
• Staff are easy to talk to and do a very good job
• At any time of day I was able to contact by phone or email. Made it much easier through the ordeal
• Following up with me and leaving messages as I struggled through the last 6 months. Being available to answer phones calls / reassure on weekends and receiving written confirmation of court outcomes
• Could have been better – I felt let down in May of this year when the [omitted] lawyer,  [name omitted from report] didn’t help me with my case re: [omitted]
• Could have been netter – A little bit disappointed that they couldn’t attend the watch house quicker. I don’t like spending the whole day locked-up

Normanton Comments:-

• Very good rep from the lawyer
• First time – very good
• Could have been better – more presence in the community

 Rockhampton Comments:-

• Lawyers and support always there to help. There was no judgement and I am extremely happy with the outcome
• Thanks ATSILS
• I was very satisfied
• Very happy for the way that ATSILS acted on my behalf very thankful and appreciated
• Super satisfied thank you heaps
• Communication is awesome 
• Thanks for the advice on the warrant
• Top efforts
• Thanks Shayne
• Stoked – brilliant
• Thank ATSILS, CJG and ISL court for your help
• Thank you helping me get my charge being dismissed
• Thanks you for case conferencing my matters
• Excellent communication
• Happy with service and staff – NOT happy worth curt outcome

Southport Comments:-

• Very satisfied
• I will use you Aboriginal Legal Aid all the time
• Happy with the service and outcome
• As always very helpful
• I was most impressed with Sunil, he was very professional and very helpful
• They looked after me very well
• Very happy
• Very professional and caring explained everything in detail
• They did everything I could have wanted and more
• Explain things well
• Help was very good
• I was more than happy with the service’s received, very much appreciated
• It was my first time going to court and my lawyer was very good and made me feel relaxed
• As always my lawyer gives me information and legal advice I ask for. She is always supportive in any situation that I have and willing to help if she can. Always points me in the right direction
• I was very happy that we resolved my problems

Thursday Island:-

• Service was good
• Very professional approach and open and easy to talk to
• Well done keep up the good work
• You guys are great
• Very satisfied for the way you handle my case
• Client service was good
• Good at explaining the matter and outcome and clear communication
• My first time at court and a charge was dropped to this helped me – I like that the legal service and court come to Badu
• Everything was good and satisfied with the outcome
• I would recommend ATSILS to all in the area
• Good having a field office who explains to understand
• Service was very excellent and always concerned about me
• Could have been better – in need of an interpreter for kids
• Could have been better – tell me what’s going on and too much court dates
• Could have been better – May need a microphone or PA system – Magistrate couldn’t hear because of the fans

 Toowoomba / Dalby / Goondiwindi / St George / Warwick / Chinchilla Comments:-

• Great support everything was explained
• I am very happy I still have my licence
• Extremely satisfied
• You are the best
• Good to talk to it a good system and very helpful
• Listened to me
• Good service
• Extremely good communication between myself and lawyer, very helpful on all levels
• Very good so happy with the outcome
• Explained everything

Townsville Comments:-

• Had an outstanding lawyer.  Professionalism really shone through. I would recommend him to anybody he has changed our lives forever we will be forever in his debt. Thank you will all our hearts.
• Lawyer delivered a great service & he was culturally appropriate in delivering a quality service

The post Client Satisfaction Survey Annual Report for 2015-16 appeared first on ATSILS.

The webpage now provides links to a variety of documents including:

http://www.courts.qld.gov.au/courts/courts-innovation-programs/murri-court

What is Murri Court?

The post NEW – Murri Court Website Launched. Great resources available for defendants, stakeholders & the public. appeared first on ATSILS.

A great day had by our Gold Coast team who joined other Indigenous service providers connecting with community and celebrating rich and diverse Aboriginal and Torres Strait Islander culture and achievements of the region.

‪#‎NAIDOC2016‬ Yugambeh Country – Respect

The post NAIDOC 2016 – Gold Coast Titans Family Fun Day appeared first on ATSILS.

The crowd enjoyed camp fire oven feeds, hand painting and boomerang painting for the kids. There were range of stalls and deadly performances by traditional Wakka Wakka dancers.

The post NAIDOC 2016 – Cherbourg Community Open Day appeared first on ATSILS.

Happy NAIDOC 2016

A fantastic week ahead celebrating the rich and diverse history, culture and achievements of Aboriginal and Torres Strait Islander people and communities across the nation.

This year’s theme, Songlines – The living narrative of our nation.

Check out the ‪#‎NAIDOC2016‬ events happening in your area here:http://www.naidoc.org.au/events-calendar

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At ATSILS we honour the resilience and determination of the Stolen Generations this Sorry Day and every day. In the work we do, we see the ongoing impacts of such policies and are particularly mindful of the challenges faced by many of our people dealing with the effects of inter-generational trauma and scarring.

We stand with the Stolen Generations and are committed to advancing and protecting their legal and human rights. We will continue to push hard for reform in laws, policies and practices that discriminate and adversely impact on Aboriginal and Torres Strait Islander people.

The post National Sorry Day 2016 appeared first on ATSILS.

The Walk commenced at 7am in Brisbane and followed a 5km route along both sides of the Brisbane River and make its way back to the Queen Elizabeth II Court Complex. Walkers were treated to a complimentary breakfast. Elvira lead all the way and could not be caught by her rivals. Andrew and Graham lead the way to the breakfast. Both level 5 and level 6 represented, thanks to those that participated. What a deadly choice.

‬

The post ATSILS Walking for Justice: QPILCH Legal Walk 2016 – Brisbane appeared first on ATSILS.

The Aboriginal & Torres Strait Islander Legal Service (QLD) Ltd gathered its statewide team of 37 Family, Child Protection, Civil Law legal practitioners and paralegals for its inaugural advocacy skills development program in Brisbane with resounding positive feedback.

Workshop leaders included Queensland University of Technology Law Lecturer, Craig Smith, and Barrister presentation specialist, Jane FitzGerald, with workshop guidance training from Professional Development specialist, Margaret Voight.  This team provided customised advocacy coaching for our growing workforce.

Supporting Barristers-at-Law provided guidance to each ATSILS staff member in small teams relating to core case planning and theory. Simone Fraser, Rebecca Harding, Karen Oakley, Kila Pedder, Johnny Selfridge and Jason Voight added significant spirit and expertise to ATSILS for this innovative event. It’s a first in Australia for learning with mixed skills-level teams. ATSILS staff confirmed it certainly enabled accelerated learning with steady feedback both using film and in-person feedback techniques.

Aims of this program:

• increase legal practitioner and paralegals’ understanding of how to better prepare for court appearances;
• develop the skills for effective court advocacy, and
• build confidence as a professional advocate.

With staff from our Brisbane and Ipswich offices stepping in as Witness/Clients, and our Mentor Barristers acting in a variety of roles, (ie. judges, expert witnesses), the workshop gave new insight to the inexperienced and sharpened the skills of those who have years of advocacy experience.

The ATSILS network of legal practitioners grew with a sense of celebration after four days away from their normal duties and refined skills to utilise on their return home to our 20+ offices across Queensland.

This 2016 learning and development project forms part of the emerging ATSILS Workforce Development Cultural Plan offered exclusively to ATSILS Qld employees.

View workshop flyer here > ATSILS Advocacy Workshop Flyer Fam Civil 2016

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Today is the 25th Anniversary of the Royal Commission into Aboriginal Deaths in Custody Report ‪#‎RCIADIC‬

This morning ATSILS CEO Shane Duffy and Dr Jackie Huggins Co-Chairs of Change the Record Coalition are at Parliament House in Canberra commemorating lives lost and working for change.

In the 25 years since the handing down of the RCIADIC report Aboriginal and Torres Strait Islander incarceration rates have almost doubled. It time for change. Here’s what’s needed:
https://changetherecord.org.au/blueprint-for-change

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