The authors explore the boundaries between providing "legal information", "legal advice", and "legal services". Using as a case study a project established to provide legal help to refugees using settlement workers, the examine various challenges faced by some of the workers, who were seen as stepping into the world of providing highly-regulated "legal services".
The report highlights the problems that the unclear distinction between “legal information” and “legal services” creates for access to justice initiatives. They conclude that this uncertainty carries various costs, including financial costs, and limits on program innovation - and that ultimately, the marginalized individuals and groups that similar projects try to help end up bearing these costs.