30 October 2025

The Victorian Legal Services Board and Commissioner (VLSB+C) has strived to achieve better outcomes in the justice system by taking strong regulatory action, resolving consumer complaints earlier and supporting new access to justice initiatives – according to our annual report tabled in Parliament today.

 

Protecting and empowering consumers

In 2024–25 we continued our proactive, risk-based approach to understanding consumer experiences with lawyers, managing increasingly complex complaints, and addressing poor lawyer behaviour through disciplinary processes. We also worked to improve consumers’ experiences with our office.

The VLSB+C:

• launched a Customer Experience Survey pilot to test the extent to which our systems, processes and communications meet the needs of the people we interact with – and what changes we can make where they fall short
• achieved the Communication Access Symbol accreditation from Scope Australia to help communicate with people who have a diverse range of communication challenges in a way that’s accessible for them
• introduced informal, in-person Fast-Tracked Mediation for straightforward complaints, offering real potential for building trust, encouraging open discussion and achieving a timely and fair outcome for consumers and lawyers.

Improving legal practice and ethics

In 2024–25, we continued our commitment to uplift the legal profession by guiding lawyers to better understand and meet their professional and ethical obligations, promoting lawyer wellbeing, and monitoring and managing emerging risks in legal practice.

The VLSB+C:

• launched the Lawyer Wellbeing Systems Theory of Change, a new framework that explores the drivers of poor lawyer wellbeing and defines a shared vision for change within the legal profession at a system-level
• launched the first Lawyer Census, led by our independent Legal Services Research Centre – this practitioner-focused survey gives lawyers the opportunity to share their opinions on key issues affecting the profession, helping to build an evidence base for regulation and policy
• published new guidance to help lawyers manage risk, including a shared statement with Uniform Law partners on the ethical use of artificial intelligence in Australian legal practice, and guidance on how to engage ethically with people eligible for statutory redress.

Improving access to justice

In 2024–25, we continued to strengthen the legal system, provide essential funding via the Public Purpose Fund, and support community organisations through grants, funding and sponsorships.

The VLSB+C:

• supported First Nations justice, including through sponsoring community events as part of the Yoorrook Walk for Truth, funding the Victorian Aboriginal Legal Service’s development of a First Nations Cultural Capability Framework for the legal sector, and sponsoring the Blak In-Justice: Incarceration and Resilience exhibition, which aimed to give a voice to injustice faced by First Nations people
• funded key initiatives, including projects through the new Advancing Housing Justice Grants round – a priority themed grants round designed to explore the legal sector’s role in improving housing security in Victoria
• published the Access to justice impact report, which shines a light on how the organisations and the work the VLSB+C funds, increases access to justice for Victorians, and gives practical ways to measure progress and guide future funding and investment decisions.

Access the VLSB+C Annual Report 2024–25

 

Quote attributable to Acting Victorian Legal Services Board CEO and Commissioner Kerri-anne Millard:

“As a systems change regulator, we are committed to making a meaningful impact in the work that we do. Achieving this goal requires us to have clear vision, to be flexible, and to commit to taking action. And it’s through these actions that we can create lasting change in Victoria’s legal profession, and improved justice outcomes for the wider community.”

For media enquiries, contact media@lsbc.vic.gov.au.