The clients have spoken: LAO’s annual feedback survey now online

Posted on: Thursday, February 16, 2012

The results of Legal Aid Ontario’s (LAO) 2011 client and stakeholder poll are now available on LAO’s website.

Each year, Legal Aid Ontario conducts a survey to identify which services are meeting clients’ needs and which ones require improvement. In addition to providing valuable feedback on clients’ access to justice, the poll illustrates how clients find out about LAO, their perceptions of legal aid alternatives and their experiences applying for assistance.

This year, over 90 per cent of clients reported that they were pleased with the service they received from their legal aid lawyers. Clients were also happy with duty counsel services: 97.5 per cent of clients reported that they were satisfied with the advice provided to them, an increase of 2.7 per cent from 2009.

The survey serves a fundamental role in helping LAO further legal aid services for low-income Ontarians. Prior results have led to enhancements such as the improvement of bilingual representation on area committees in designated areas, and an expanded, more client-focussed complaints section on LAO’s website. Legal Aid Ontario’s responses to some of the key concerns raised in this year’s poll are now also available online.

Please note that these survey results reflect Legal Aid Ontario’s previous service delivery model. This does not affect the overall positive results, but it should be noted that changes have been made to the way LAO provides legal aid services.


2011 Overview of client and stakeholder feedback survey

Annual poll: Clients happier with legal aid lawyers

Family law centres score high with LAO clients


If you have any questions or require more information please contact:

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