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Legal Aid Ontario will be closed on October 2
Please note that we will be closed on Monday, Oct. 2 to commemorate Truth and Reconciliation Day. Offices and the call centre will resume regular business hours on Tuesday, Oct. 3.

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Français LAO Client Portal
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  • Services
    • Temporary service changes due to COVID-19
    • COVID-19 and the courts: Answers to frequently asked questions
    • Our services
    • Criminal legal issues
    • Domestic violence
    • Family legal issues
    • Mental health legal issues
    • Refugee and immigration legal issues
    • Youth legal issues
    • Legal clinics
    • How to apply
    • Find a lawyer
      • Finding the right legal aid lawyer
    • What do you think about our services?
    • Languages
    • Contact us
  • For legal professionals
    • COVID-19: Ongoing list of supports for lawyers
    • LASA 2020 process updates for lawyers
    • Changes to policies and certificate coverage
    • Roster resources
      • Audit & Compliance
      • Billing
      • Case management
      • Forms library
      • Legal Aid Services Act, 2020 policies
      • Legal Aid Online
      • LAO LAW
      • Minimum experience requirements
      • More resources
    • Do legal aid work
    • Mentoring
    • Test case funding
    • News for lawyers
    • B3 Newsletters
    • Contacts for lawyers
  • Corporate
    • About
      • By-laws
      • Our clients
      • Board of Directors
      • Executive Team
      • Board Advisory Committees
      • Sidney B. Linden Access to Justice Award
      • French Language Services
    • Legal Aid Services Act, 2020
      • LASA 2020 Rules and Policies
      • LASA 2020 glossary
    • Consultations
    • LAO Consultation Registry
    • Open Government
    • Reports
    • Publications
    • News
    • Social media
    • Careers
    • Contact Us
  • FAQ

Data set: Phone activity

Through Legal Aid Ontario’s toll-free number we offer intake, triage and support services to people applying for legal aid, existing legal aid clients and lawyers who provide legal services on behalf of Legal Aid Ontario.

The results for the number of persons assisted via the phone are grouped by:

  • Call centre–Tier 1
    Agents in Tier 1 of LAO’s call centre can help assess service needs and provide information about qualifying for legal aid. Their responsibilities include, but are not limited to: triage, making referrals, performing status checks and updating client profiles.

  • Call centre–Tier 2
    Tier 2 agents conduct an in-depth analysis of a client’s legal needs, financial situation and case details to determine eligibility for legal aid services. Their responsibilities include, but are not limited to: processing applications, issuing certificates, making referrals, and providing enhanced public legal information.

  • Call centre–In-custody
    LAO also offers a service dedicated to helping people who are incarcerated across the province. Staff take calls directly from inmates to determine legal aid eligibility, process applications and issue certificates as well as conduct status checks on submitted applications.

  • Call centre–Lawyers
    Lawyers who do legal aid work can contact the call centre for information on, including but not limited to: tariff, billing, account status and technical support. This group serves as a first point of contact for most lawyers’ enquiries.

Dataset

File Format Data type Data last refreshed
2021-22: Persons assisted for intake, triage and support XLSX Table February 2023
2020-21: Persons assisted for intake, triage and support XLSX Table June 2021
2019-20: Persons assisted for intake, triage and support XLSX Table June 2021
2018-19: Persons assisted for intake, triage and support XLSX Table June 2021

Limitations

Note that data collected does not contain and information about client identities, their applications for legal aid or particulars for their case. This information is considered confidential as per the Legal Aid Services Act.

  • This form is feedback only.
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