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Chapter 3. Pathways of service users

This section includes analyses of the source of inquiry and referral destination.

Services with relevant data are the Legal Aid NSW Information/Advice Service, Law Access NSW and NSW Community Legal Centres.

For both source of inquiry and referral destination, service categories were mapped to Law and Justice Foundation categories, as described in Table 65.

Table 65:  Law and Justice Foundation categories for source of inquiry and referral destination
Level 1Level 2
Self helpAlready knew about Friend/Family
Telephone book
GovernmentMP/Local counsellor
Other non-legalHealth professional
Community organisation
Union / Association
Private organisation
Complaint handling/Law enforcementDispute resolution service
Complaint handling body
Legal LawAccess NSW
Legal Aid NSW Helpline
Community Legal Centre
Legal Aid NSW
OtherNot referred

For more information

Australian Bureau of Statistics, 2001 Census Basic Community Profile and Snapshot: New South Wales, B16 Internet Use by Sex, 2001, <>.

Law and Justice Foundation of NSW, Immigration Advice and Rights Centre Website Evaluation and Needs Analysis, 2002, <>.

Marzio, W. D. and Cultural Partners Australia, Access To Information About Government Services Among Culturally And Linguistically Diverse Audiences, Study No. 00/10/2817, Victorian Department of Premier and Cabinet, Melbourne, 2001, <>.


Scott, S, Eyland, A , Gray, A, Zhou, A & Coumarelos, C 2004, Data digest, a compendium of services usage data from NSW legal assistance and dispute resolution services 1999-2002, Law and Justice Foundation of NSW, Sydney, 2004