We surveyed clients who received a Victoria Legal Aid service between 1 July and 31 December 2022. The results help us better understand our clients’ experiences and learn where we can improve our services.
Respondents
Of the 926 clients who responded to the survey:
- six per cent identified as First Nations people
- 14 per cent spoke a language other than English
- 38 per cent had Year 12 or below as their highest education level
- 65 per cent said they had a disability, health concern or mental health issue.
Key findings
- 81 per cent found it easy to contact us when they first needed help.
- 67 per cent said that the help they got improved their overall wellbeing.
- 81 per cent of those whose legal problems were resolved were satisfied with the outcome.
- 76 per cent felt more confident to seek legal help in future.
- 62 per cent were satisfied overall with the service they received.
- 76 per cent said they would recommend us to other people.
When reflecting on access, 81 per cent of clients agreed it was easy to contact us when they first needed help. Thirty-seven per cent said they had support needs or considerations, and these were fully met approximately 46 per cent of the time.
‘My lawyer has been easy to contact and always willing to help me deal with my problems when I bring them to them. I feel confident each time we go to court and have felt like we have worked as a team towards my case.’
Sixty-five per cent said they lived with a disability, mental health and/or health concern. Those with support needs related to disabilities and exposure to violence said their needs were not always met.
‘Learn about the additional challenges and vulnerabilities involved in when caring for a child with a disability.’
Overall, clients were positive regarding their experience. Most agreed that their lawyer treated them with respect (80 per cent), didn’t rush them (69 per cent), listened to their legal problem (76 per cent) and took their circumstances into account (70 per cent), and that they were able to ask all the questions they wanted to (71 per cent).
‘I found that I didn't know what I was getting myself involved in and I found that having the solicitor I had made the experience much better. I am glad I went through the process.’
Half of the respondents said their legal problem was resolved with support from us and 76 per cent agreed our help had a positive impact on their legal outcome. The resolution of clients’ legal problems and the nature of the outcome had a major impact on their satisfaction with the support they received.
Clients told us their wellbeing was positively impacted with 59 per cent agreeing they were less stressed after seeing their lawyer and 67 per cent of those whose legal problem had been resolved indicating positive impacts on their overall wellbeing.
‘I feel blessed that my experience was as good as it was and that my mental health has improved.’
Clients were clear on the impact of our support on their capability to deal with legal issues, with 80 per cent agreeing they knew where to get help for future legal problems, 76 per cent that they felt more confident to get legal help in the future and 70 per cent that the lawyer helped them understand how to deal with their legal problem.
While 76 per cent said they would recommend us to others, 62 per cent said they were satisfied with the help they got.
We will use this feedback to continue tailoring and improving our services and respond to clients’ experiences.
Read the summary report
Client Experience Survey 2023 summary report
Client Experience Survey 2023 summary report (accessible version)
Client Experience Survey 2023 summary report (easy read summary)
Collection notice for Client Experience Survey 2022–23
Contact
If you have any questions about the survey, please contact us at research@vla.vic.gov.au
Client-first strategy
Gaps and areas of improvement feed directly into our client-first strategy. The strategy aims to improve clients’ experiences of seeking and receiving legal assistance.
Surveys from previous years
2022 Client Experience Survey Summary Report
Collection notice for Client Satisfaction Survey 2021-22
Client Satisfaction Survey 2020-21 summary report
Client Satisfaction Survey 2019 summary report
Client Satisfaction Survey 2019 (accessible version)
Client Satisfaction Survey 2019 - Client journey map
Client Satisfaction Survey 2019 - Client journey map (accessible version)
Client Satisfaction Survey 2017 summary report
Client Satisfaction Survey 2017 summary report (accessible version)
Client Satisfaction Survey 2017 - summary infographic
Client Satisfaction Survey 2015 summary report
Client Satisfaction Survey 2015 (accessible version)
Client Satisfaction Survey 2013 summary report
Client Satisfaction Survey 2013 summary report (accessible version)
Client Satisfaction Survey 2012
Client Satisfaction Survey 2012 (accessible version)
Client Satisfaction Survey 2011 (accessible version)
Disclaimer: The material in this print-out relates to the law as it applies in the state of Victoria. It is intended as a general guide only. Readers should not act on the basis of any material in this print-out without getting legal advice about their own particular situations. Victoria Legal Aid disclaims any liability howsoever caused to any person in respect of any action taken in reliance on the contents of the publication.
We help Victorians with their legal problems and represent those who need it most. Find legal answers, chat with us online, or call us. You can speak to us in English or ask for an interpreter. You can also find more legal information at www.legalaid.vic.gov.au
Reviewed 01 November 2023