Results from our panel practitioners survey

Results from our panel practitioners survey

Tuesday, 1 June 2021

Last November, we surveyed panel practitioners to better understand how you engage with us at Victoria Legal Aid. Over the past few months, we’ve been analysing your responses and identifying ways to make working with us a more fulfilling experience.  

We want to thank every practitioner who provided their input, especially during such a challenging and disruptive year. A lot of the data highlighted issues that we’re already aware of, and we’re having conversations internally about how we work to address your feedback. Of course, not all challenges have simple solutions, and meaningful change takes careful planning. 

Here are some of the key insights from our survey.

Panel practitioners are largely satisfied working with Victoria Legal Aid

We met our baseline target for practitioner satisfaction, with over 65 per cent of panel practitioners rating themselves as satisfied with Victoria Legal Aid. This satisfaction rating was relatively steady across regions and panels. We will continue to work hard to improve this rating. 

66% of panel practitioners are satisfied with Victoria Legal Aid

We communicate well, but that doesn’t always translate to good engagement 

Practitioners overwhelmingly rated our communication highly. However, fewer than 43 per cent of practitioners felt that we understand their needs. We believe this demonstrates that, while we’re good at sharing information, more can be done to ensure responsive, two-way communication channels. 

43% of panel practitioners believe we understand their needs

Practitioners are dissatisfied about fees 

While some practitioners acknowledged in their survey responses the financial constraints Victoria Legal Aid faces, increasing fees was the number one area of improvement for panel practitioners. This is something we’ve heard about anecdotally. 

While it is outside the scope of this survey to provide whole-of-system solutions to this problem, it is an important conversation to be having. 

Our COVID-19 response received good feedback 

Responding to the rapid changes of COVID-19 was a challenge for every organisation. We asked our panel practitioners what they thought about our work during the COVID-19 pandemic, and 75 per cent agreed that our response had been good and appropriate. 

We’re pleased with this feedback, and hopeful that it will provide good insight as we continue to adjust to hybrid ways of working.  

Panel practitioners agreed with our COVID-19 response

We are taking steps to address concerns raised in the survey 

We’re committed to working with private practitioners to ensure Victorians’ have access to the justice system. We’re working to address your concerns, including: 

  • launching new streamlined panels application processes and simpler eligibility criteria 
  • employing a Project Officer to support private practitioner duty lawyer schemes, and make our administrative processes easier to use 
  • building a website which will make it easier to find the information you need (coming in 2022). 
  • We’re also looking at other ways we can improve panel practitioner experiences and will consult further with the profession. 

We hope you will take part in our follow-up satisfaction survey next year. 

More information

Read our Results from our panel practitioner survey (pdf, 171.85 KB)

If you have problems with accessibility the document please contact Eleanor.Jenkin@vla.vic.gov.au.

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