In its annual report, published on 28 October, the Victorian Legal Services Board and Commissioner (VLSB+C) set out the results of its work on legal practice within the legal profession. has placed a strong focus on enhancing the experiences of both lawyers and consumers, marking a significant step forward in improving the quality and accessibility of legal services in Victoria.
The VLSB+C has implemented several key measures to understand and meet the needs of its stakeholders. Customer feedback surveys and a redesigned internal review process aim to improve the handling of complaints and ensure greater transparency. A newly introduced reasonable adjustments policy supports those requiring additional assistance, while the finalization of an online portal design promises a secure and user-friendly digital platform for lawyers and consumers to interact with the regulator.
To uphold professional standards, the VLSB+C has spotlighted key risks facing the legal profession in its Risk Outlook 2024 and developed resources addressing cybersecurity and ethical compliance. Surveys of early career lawyers and supervisors are shaping improvements in supervised legal practice, and newly introduced ethics self-assessment tools help lawyers align their practice with professional obligations.
Consumer protection remains a central focus, with the VLSB+C addressing poor lawyer conduct through disciplinary measures and intervening in 20 law practices to safeguard client interests. Research initiatives, including an in-depth survey on consumer behavior, aim to refine policies and better meet public needs. Over 1,299 issues and 979 complaints were resolved during the year, with costs and service quality being the most common concerns.
The VLSB+C also made significant investments in improving access to justice, allocating $66.9 million from the Public Purpose Fund to organizations like Victoria Legal Aid and Justice Connect. Grants were awarded to 36 initiatives addressing systemic barriers to justice, with new funding programs supporting long-term solutions. The regulator also sponsored key initiatives, such as the national Wellness for Law Forum, to promote mental health and wellbeing in the legal profession.