Department of Justice Canada Client Feedback Survey
Survey Results – Cycle III (2016-2019)

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Annex D – Client Feedback: Legal Advisory Services

Legal Advisory Services is defined in the survey as general legal support and legal advice on a wide range of policies programs and activities, and in various areas of law. In examining the frequency that legal advisory service users received legal advice from JUS, two percent reported receiving advice daily or almost daily, 11% reported receiving advice one to two times per week, 26% reported receiving advice one to two times per month, and 61% reported receiving advice less than once per month.

The table below presents an overview of the Cycle III client feedback provided by the 4,899 service users who identified that they had received legal advisory services in the twelve months preceding the administration of the Survey. Presented for comparison purposes are the Cycle II and Cycle I results for legal advisory services. As observed, all comparable elements have improved by a statistically significant difference from Cycle II to Cycle III. In addition, there was only one element that did not meet the departmental target of 8.0.

Cycle III
(2016-2019)		 Cycle II
(2009-2012)		 Cycle I
(2006-2009)
Rating Rating Rating
Overall quality of Legal Advisory ServicesFootnote † of table 8.5 (±0.0)
Strong		 8.4 (±0.0)
Strong		 8.2 (±0.0)
Positive
Accessibility/Responsiveness Regularly provided ongoing feedback informing you of the status of your request(s) for servicesFootnote † of table 7.8 (±0.1)
Moderate		 7.2 (±0.1)
Opportunities for Improvement		 7.5 (±0.1)
Moderate
Addressed your expectations for being kept informed of the status of your request(s) for services 8.1 (±0.1)
Positive		 n/a n/a
Official Languages: Please rate your overall level of satisfaction with the accessibility of legal services in the official language of your choiceFootnote † of table 9.4 (±0.0)
Strong		 9.3 (±0.0)
Strong		 9.5 (±0.0)
Strong
Courteousness/Respectfulness: Please rate your overall level of satisfaction with the courteousness/ respectfulness of legal service providersFootnote † of table 9.3 (±0.0)
Strong		 9.1 (±0.0)
Strong		 9.2 (±0.0)
Strong
Service Provider: Please rate your level of satisfaction with the ease with which the correct service provider to meet your needs was identifiedFootnote † of table 8.9 (±0.0)
Strong		 8.6 (±0.0)
Strong		 n/a
Satisfaction with access mode: EmailFootnote † of table 8.9 (±0.0)
Strong		 8.7 (±0.0)
Strong		 n/a
Satisfaction with access mode: TelephoneFootnote † of table 8.9 (±0.0)
Strong		 8.7 (±0.0)
Strong		 n/a
Satisfaction with access mode: In personFootnote † of table 8.9 (±0.0)
Strong		 8.7 (±0.0)
Strong		 n/a
Legal Risk Advised you of issues/developments which may impact your department/agencyFootnote † of table 8.5 (±0.0)
Strong		 8.2 (±0.0)
Positive		 8.4 (±0.1)
Strong
Worked with you to identify legal risksFootnote † of table 8.6 (±0.0)
Strong		 8.3 (±0.0)
Positive		 8.3 (±0.1)
Positive
Incorporated your instructions in the review and development of legal options to mitigate identified legal risksFootnote † of table 8.4 (±0.0)
Strong		 7.9 (±0.1)
Moderate		 n/a
Timeliness Responded in a timely manner to requests for legal servicesFootnote † of table 8.1 (±0.1)
Positive		 7.7 (±0.0)
Moderate		 7.8 (±0.1)
Moderate
Negotiated mutually acceptable deadlinesFootnote † of table 8.0 (±0.1)
Positive		 7.7 (±0.1)
Moderate		 7.9 (±0.1)
Moderate
Met mutually acceptable deadlinesFootnote † of table 8.3 (±0.1)
Positive		 7.9 (±0.1)
Moderate		 8.0 (±0.1)
Positive
Usefulness Fully understood the nature of the problem/issue for which you received assistanceFootnote † of table 8.6 (±0.0)
Strong		 8.3 (±0.0)
Positive		 8.5 (±0.0)
Strong
Involved you in the development of legal strategy and positionsFootnote † of table 8.3 (±0.1)
Positive		 7.7 (±0.1)
Moderate		 7.8 (±0.1)
Moderate
Identified means to prevent or resolve legal disputes at the earliest opportunityFootnote † of table 8.2 (±0.1)
Positive		 7.9 (±0.1)
Moderate		 8.1 (±0.1)
Positive
Identified opportunities to use dispute resolution practices, where appropriateFootnote † of table 8.4 (±0.1)
Strong		 7.7 (±0.1)
Moderate		 8.0 (±0.1)
Positive
Provided clear and practical guidance on resolving the legal issue(s)Footnote † of table 8.3 (±0.0)
Positive		 8.1 (±0.0)
Positive		 8.1 (±0.1)
Positive
Provided consistent legal adviceFootnote † of table 8.5 (±0.0)
Strong		 8.2 (±0.0)
Positive		 n/a
Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means 8.0 (±0.1)
Positive		 n/a n/a