Making a complaint

Anyone who is unhappy with the service received from Legal Aid Ontario, a community legal clinic or a legal aid lawyer has the right to complain.

People who can file complaints include:

• current and former clients;
• individuals who Legal Aid Ontario has refused to provide services;
• anyone affected by Legal Aid Ontario services.

Legal Aid Ontario will accept anonymous complaints from those uncomfortable with identifying themselves. Clients can also:

• talk directly with the person who has been serving them;
• write or ask to speak to the area director of a legal aid area office, or the executive director of a community legal clinic;
• write or ask to speak to a member of the clinic board.

Complaints made on behalf of a current or former client should be addressed, in writing, to the attention of the legal aid area office or the clinic board c/o the community legal clinic.

Legal aid area office complaints

Legal Aid Ontario will first try to resolve complaints at the legal aid area office where the issue occurred, meaning the area director is responsible for finding a solution. If the area director is unable to resolve the problem or the client's issue is with the area director, the complaint will be sent directly to the Complaints Department at the provincial office.

Community legal clinic complaints

Executive directors are responsible for resolving complaints at community legal clinics and as with area directors, issues with executive directors are directed to the Complaints Department.

If the executive director cannot resolve the problem, the clinic board will investigate the complaint and give clients a chance to discuss their issues in person. If the problem is complex, the board may set up a complaints committee to handle the concern. Once the committee has come to a decision, complainants are sent a letter explaining the reasons for the outcome.

Escalating to the Complaints Department

Complainants who are unhappy with an area or executive director's decision can have the Complaints Department review their file. The department will look at how the issue was initially handled and collect any necessary additional information. Although the process is usually about two weeks, it may take up to a month to come to a resolution.

Legal Aid Ontario keeps records of all complaints and their outcomes.

Contact

If you would like to file a written complaint or leave message about your complaint, please contact:

Complaints Department
Legal Aid Ontario
40 Dundas St. West - Suite 200
Toronto Ontario, M5G 2H1

Phone: (416) 204-7104
Toll Free: 1-866-874-9786
Fax: (416) 204-4718
E-mail: complaints@lao.on.ca