Client satisfaction surveys

Client satisfaction surveys

We regularly survey our clients to tell us what they think of our services and to provide us with valuable information on how we can improve.

2020–21 Client satisfaction survey

We are currently undertaking fieldwork for our 2020–21 survey. This is a short 5-minute, anonymous client survey being conducted between 16 November 2020 and 5 February 2021. The research will be conducted by an independent research agency, Kantar Australia.

Clients who have received a service from these teams and locations

  • Parenting disputes (Melbourne)
  • Mental Health and Disability (statewide)
  • Youth Crime (statewide)
  • Family violence – Geelong, Shepparton and Ballarat
  • Summary crime – Dandenong

will be asked to participate in the survey.

To find out how we’re using the inforamtion we collect or the survey, please refer to our Collection Notice – Client Satisfaction survey 2020–21 (docx, 174.46 KB).

The survey report will be published in 2021. If you have any questions about the survey, please contact

Client first strategy 

Gaps and areas of improvement feed directly into out client first strategy. Our Client first strategy is a new initiative where we aim to improve clients’ experiences of seeking and receiving legal assistance.

2019 client satisfaction survey

Colmar Brunton Research surveyed 997 clients who had received either Legal Help information, Legal Advice, Duty Lawyer or a grant of aid between July 2018 and February 2019. The clients were surveyed through a mixed method of online and telephone surveys, 20 clients also participated in follow up qualitative interviews.

Download the Client Satisfaction Survey 2019

You can also download the Client Satisfaction Survey 2019 – Client journey map (pdf, 523.34 KB) or the accessible Word version (134.16 KB)

Downloads from previous years

You can view or download the:


For more information about the survey, contact us on (03) 9269 0665 or

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