Results for 2013 Client Satisfaction Survey now out

Results for 2013 Client Satisfaction Survey now out

Wednesday, 23 October 2013

Victoria Legal Aid’s third annual Client Satisfaction Survey has shown that 73 per cent of our clients were extremely satisfied or satisfied with legal aid overall – a slight drop from the very high satisfaction rates of previous years.

The survey was conducted in May and June 2013 with a random sample of about 600 legal aid clients who had received help with family or civil law matters and from our Legal Help service.  

The survey included clients assisted by lawyers in private practice and Victoria Legal Aid staff lawyers. There was no statistically significant difference in satisfaction levels between the two groups.

Director Research and Communications Cameron Hume said that while the survey demonstrates positive results, Victoria Legal Aid would look at the areas where the results have declined so we can improve our services.

’We take our clients' feedback very seriously and will examine these results closely to see how we can improve, and provide a more holistic service for our clients,' he said.

Between 82 per cent and 98 per cent of clients surveyed would recommend Victoria Legal Aid’s services to others.

Most clients surveyed had also been assisted before we introduced our guideline changes, so there is unlikely to be any direct correlation between the guideline changes and the slight drop in satisfaction.

More information

Client Satisfaction Survey 2013

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