Topic outline

  • Online Support

    Online Support are responsible for any technical issues encountered whilst dealing with most of the Legal Aid Agency’s systems*, now including Apply. The team will try to find a solution to general user errors or refer any technical issues to our external support partners.

    Contacting Online Support

    The team can be contacted by telephone on 0300 200 2020 (option 3), using the webchat button below,  or you can email: 

    If emailing the team, please include as much information as possible, not limited to the following:

    • Username and Account Number
    • Any case references, if the issue is specific
    • A screenshot of any error message you are receiving
    • Which system you are using (CCMS/CWA/Eforms)

    For CCMS billing questions please submit a case enquiry through CCMS.

    If the web chat function shows as being ‘busy’ this means there are no agents available, however, you can still call or email us using the information above.

    For queries in relation to CCCD:  

    CWA Bulk Load spreadsheet

    The CWA Bulk Load spreadsheet provides an alternative and more efficient way to upload your case outcomes, rather than entering them line-by-line directly into CWA. If you do not have a compatible case management system that produces a file to bulk load, you can input them onto the spreadsheet and then create a .csv file. You can enter civil (legal help), criminal (crime lower), and/or mediation data for the same office account number on the same spreadsheet; there are different sections for each category of law.

    If you only have new matter starts to report, and no completed controlled work to submit, please enter the new matter starts directly into CWA via a nil submission. It is not possible to bulk load a file without outcome data.