Annual poll: LAO clients rate LAO services positively

Posted: Tuesday, January 6, 2014

This year, the Client Satisfaction Survey Legal Aid Ontario (LAO) conducts to assess and improve client satisfaction with staff lawyers, duty counsel and certificate services found that 83 per cent of respondents rated LAO positively for quality of service.

Respondents’ satisfaction with the courtesy of LAO staff as well as private bar lawyers and the explanations they provide of clients’ legal situations has been consistent since LAO’s 2011 survey. Other significant findings:

  • All eight satisfaction measures were rated positively by at least 80 per cent of respondents, including:

    • The lawyer treated me fairly (86 per cent)
    • The lawyer was courteous (85 per cent)
    • The lawyer made sure I understood my legal situation and what I needed to do (84 per cent)
    • I was satisfied with the overall quality of service from the lawyer (83 per cent)
    • I was able to communicate clearly with the lawyer (83 per cent)
    • I trusted the lawyer (82 per cent).
    • I was satisfied with the amount of time it took to get service from the lawyer (80 per cent)
    • Getting service was straightforward (80 per cent)
  • Almost half (45 per cent) of respondents said that they would have been forced to self-represent if they had been unable to get LAO services

  • About one third (33 per cent) had a family law matter not involving the Children’s Aid Society.

This year’s survey was conducted over two weeks in Sept. 2014. It is based on the findings of 985 questionnaires completed at more than 150 locations throughout the province, including courthouses, LAO offices and correctional facilities.

Go to detailed information.


Genevieve Oger
Bilingual senior communications media relations officer
Phone: (416) 979-2352, ext. 5208
Cell: (416) 768-4461
Email: and/or