Annual poll: Clients happier with legal aid lawyers

Posted on: Tuesday, January 3, 2012

Over 90 per cent of clients are pleased with the service they received from their legal aid lawyers, 5.9 per cent more than two years ago.

The finding is one of many results gathered from a client survey Legal Aid Ontario (LAO) conducts every year to identify areas of satisfaction and possible areas of improvement. Over the past six years, results from the poll have helped contribute to the development of initiatives such as the 1-800 toll-free call centre, online innovations for lawyers and community clinic access to professional interpretation services.

The 2011 survey was based on responses from 2,615 legal aid clients, 557 certificate and duty counsel lawyers and 115 community legal clinic staff. Some of the highlights from LAO’s 2011 survey include the following:

  • 97.5 per cent of clients who received assistance from duty counsel were satisfied with the advice provided to them, up 2.7 per cent from 2009
  • 99 per cent of Family Law Service Centre clients were very satisfied with the service they received
  • 79 per cent of in-custody clients felt their lawyers clearly explained to them what was going to happen next, an increase of two per cent from two years ago
  • 73 per cent of in-custody clients felt that they were able to get in touch with their lawyer without difficulty, up 1.5 per cent from 2009
  • 91 per cent of lawyers said they would prefer to receive communications from LAO by email
  • 85.4 per cent of community legal clinic staff felt they were either satisfied or neutral with the overall services provided by Legal Aid Ontario, up 0.2 per cent from the previous survey

LAO will be making the complete results of the survey available on the Legal Aid Ontario website in the coming weeks.


Lawyer contact:
Lawyer Service Centre
416-979-9934 or 1-866-979-9934

Media contact:
Kristian Justesen
Director, Communications and Public Affairs
Phone: 416-979-2352 ext. 4782
Email: or