Community Legal Centre Doubles Client Intake With Quillio
A community legal centre in Western Sydney uses Quillio across a 6-lawyer team covering tenancy (Residential Tenancies Act 2010 NSW), fines and debt, employment, and family law. The CLC doubled its client intake capacity — from around 800 assists per year to more than 1,650 — while keeping its existing funding envelope intact.
What they were trying to solve
The CLC was seeing growing demand across tenancy (NCAT matters), Revenue NSW fines, and employment underpayments, with a waitlist that had stretched to 8 weeks. Volunteer lawyers and PLT students were the frontline for intake but required supervision that the 6 employed lawyers could not always provide. The centre had applied for additional funding twice without success.
Why Quillio
Quillio was configured with NSW-specific tenancy patterns, fines review workflow under the Fines Act 1996 (NSW), underpayment calculators for Fair Work Act matters, and intake triage logic. PLT students and volunteers now run intake with Quillio support, and the employed lawyers review the flags.
Implementation
The CLC ran a 3-week pilot across tenancy intake, calibrated against the centre's practice standards. Rollout to all practice areas took 6 weeks.
Measurable outcomes
Doubled capacity over 10 months
Assist scheduled within 6 business days of first call
Residential Tenancies Act 2010 (NSW) NCAT applications
Under the Fines Act 1996 (NSW) including internal review grounds
Employed lawyers now supervise by reviewing flags, not every step
"We'd been stuck at the same capacity for four years because funding kept flatlining. Doubling our client assists without more funding felt impossible. Quillio has let our volunteers and PLT students be genuinely useful — which changes what a community legal centre can do."
How it works in practice
Tenancy NCAT applications under the Residential Tenancies Act 2010 (NSW), fines review under the Fines Act 1996 (NSW), employment underpayment calculation, and family law intake triage.
What they avoided
Turning people away on waitlist, competing for yet another round of funding, or cutting back on clinic hours that the community relies on.
Case study FAQs
Is there pricing for CLCs?
Yes — Quillio has specific pricing for community legal centres, and the CLC referenced here uses that pricing.
Can volunteer lawyers use it safely?
Volunteers run intake with Quillio support, and employed lawyers review the flags before any advice is given to the client. The supervision chain is documented.
Does it handle NCAT tenancy matters specifically?
Yes — including applications, responses, and directions hearings under the Residential Tenancies Act 2010 (NSW) and the Civil and Administrative Tribunal Act 2013 (NSW).
What about multi-lingual clients?
Quillio can produce intake notes and client letters in multiple community languages; the centre still uses NAATI interpreters for verbal communication.
Is client data safe for vulnerable clients?
All data stays on Australian-hosted infrastructure with SOC 2 Type II and ISO 27001 certifications. Client information is never used for external model training.
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