Getting legal help
Unhappy with our service? Talk to us
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Getting legal help
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:
Legal Aid Ontario will accept anonymous complaints from those uncomfortable with identifying themselves. Clients can also:
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 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.
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.
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.
If you would like to file a written complaint or leave message about your complaint, please contact:
Phone: (416) 204-7104
Toll Free: 1-866-874-9786
Fax: (416) 204-4718
E-mail: complaints@lao.on.ca
If you do not agree with a decision Legal Aid Ontario has made, you can choose to appeal.
» read more
Click here for a copy of the LAO Complaints brochure "Unhappy With Our Services? Talk to Us"
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PDF 74 KB)
Click here for a copy of the Complaint Form
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PDF 116 KB)