Client satisfaction surveys

Every two years we survey our clients to find out what they think and feel about the legal help we give them. Here are the results.

About the surveys

We survey our clients every two years to get a clear picture of what our clients think of our service and how we can make it better. We use these client insights to plan and improve our services. The survey is also a requirement under our funding agreement with the Commonwealth. This year we sought feedback from 1,238 clients who received ongoing representation (Casework) from both in-house lawyers and private practitioners, and we also surveyed for the first time 836 clients who received an in-house duty service.

Both surveys showed that most clients were happy with our service. But they also showed that our lawyers, especially private lawyers, are under a lot of pressure when helping with cases. This is partly because private lawyers don’t get paid enough for the legal aid work they do. We are working hard to improve this by trying to get better fees for them and offering more support. We will keep listening to private lawyers and learning what they need, including doing another survey of lawyers in 2026–27.

We also learned that timeliness is very important to clients. To help with this, we are building a new system to process applications for legal aid. It will help lawyers make applications faster and more easily for their clients. The system will be introduced during 2026 and 2027.

Download the 2025 reports from the Latest survey reports section below.

You can also download high-level results from 2025, along with results from past surveys.