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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. Complainants can also:

• talk directly with the person who has been serving them;
• write to or ask to speak with the supervisor of the provincial office department such as Legal Aid Ontario’s toll-free services;
• write to or ask to speak with the district area director of a legal aid district office, or the executive director of a community legal clinic;
• write to or ask to speak with 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 district office or the clinic board c/o the community legal clinic.

Legal Aid Ontario provincial office complaints

Legal Aid Ontario will first try to resolve complaints concerning a provincial office department where the issue occurred, meaning the department manager is responsible for finding a solution. If the concern is in regards to the department manager, the complaint will be sent directly to the Complaints Department at provincial office.

Legal Aid Ontario district office complaints

Legal Aid Ontario will first try to resolve complaints at the legal aid district office where the issue occurred, meaning the district area director is responsible for finding a solution. If the client's issue is with the district area director, the complaint will be sent directly to the regional vice president.

Community legal clinic complaints

Executive directors of clinics are responsible for resolving complaints initially. If the executive director cannot resolve the problem, the clinic board will investigate the complaint and give clients a chance to present their concerns. 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. If the complaint is regarding the clinic’s executive director, it must be directed to the clinic board.

Escalating to the Complaints Department

Complainants who are unhappy with the decision of the district area director or clinic board 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. If the matter has not been resolved within one month, the complainant will receive a status letter.

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