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

Full PDF Version

Annex E – Client Feedback: Litigation Services

Litigation Services is defined in the survey as support regarding anticipated or ongoing litigation involving the Government of Canada, including extradition, mutual legal assistance requests and national security litigation. In examining the frequency that service users had interactions with JUS litigation service providers, 5% reported interactions as daily or almost daily, 11% reported interactions of one to two times per week, 27% reported interactions of one to two times per month, and 58% reported interactions of less than once per month.

The following table presents an overview of the Cycle III client feedback provided by the 1,681 service users who identified that they had received litigation services in the twelve months preceding the administration of the Survey. There were only two elements between Cycles II and III found not to have improved by a statistically significant difference. In addition, there was only one element 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 Litigation Services 8.4 (±0.1)
Strong		 8.3 (±0.1)
Positive		 8.4 (±0.1)
Strong
Accessibility/Responsiveness Regularly provided ongoing feedback informing you of the status of your request(s) for servicesFootnote † of table 8.0 (±0.1)
Positive		 7.7 (±0.1)
Moderate		 7.7 (±0.2)
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 (±0.1)
Strong		 9.3 (±0.1)
Strong		 9.4 (±0.1)
Strong
Courteousness/Respectfulness: Please rate your overall level of satisfaction with the courteousness/ respectfulness of legal service providersFootnote † of table 9.2 (±0.1)
Strong		 9.0 (±0.1)
Strong		 9.2 (±0.1)
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 (±0.1)
Strong		 8.5 (±0.1)
Strong		 n/a
Satisfaction with access mode: EmailFootnote † of table 8.8 (±0.1)
Strong		 8.5 (±0.1)
Strong		 n/a
Satisfaction with access mode: TelephoneFootnote † of table 8.8 (±0.1)
Strong		 8.6 (±0.1)
Strong		 n/a
Satisfaction with access mode: In personFootnote † of table 8.8 (±0.1)
Strong		 8.6 (±0.1)
Strong		 n/a
Legal Risk Advised you of issues/developments which may impact your department/agencyFootnote † of table 8.4 (±0.1)
Strong		 8.2 (±0.1)
Positive		 8.4 (±0.1)
Strong
Worked with you to identify legal risksFootnote † of table 8.4 (±0.1)
Strong		 8.1 (±0.1)
Positive		 8.2 (±0.1)
Positive
Incorporated your instructions in the review and development of legal options to mitigate identified legal risksFootnote † of table 8.4 (±0.1)
Strong		 7.9 (±0.1)
Moderate		 n/a
Timeliness Responded in a timely manner to requests for legal servicesFootnote † of table 8.3 (±0.1)
Positive		 8.1 (±0.1)
Positive		 8.4 (±0.1)
Strong
Negotiated mutually acceptable deadlinesFootnote † of table 8.2 (±0.1)
Positive		 7.8 (±0.1)
Moderate		 8.3 (±0.1)
Positive
Met mutually acceptable deadlinesFootnote † of table 8.4 (±0.1)
Strong		 8.0 (±0.1)
Positive		 8.3 (±0.1)
Positive
Usefulness Fully prepared you to give testimony in a proceeding 8.7 (±0.2)
Strong		 n/a n/a
Fully understood the nature of the problem/issue for which you received assistanceFootnote † of table 8.5 (±0.1)
Strong		 8.3 (±0.1)
Positive		 8.5 (±0.1)
Strong
Involved you in the development of legal strategy and positionsFootnote † of table 8.2 (±0.1)
Positive		 7.9 (±0.1)
Moderate		 8.0 (±0.1)
Positive
Identified means to prevent or resolve legal disputes at the earliest opportunityFootnote † of table 8.1 (±0.1)
Positive		 7.9 (±0.1)
Moderate		 8.4 (±0.1)
Strong
Identified opportunities to use dispute resolution practices, where appropriateFootnote † of table 8.4 (±0.1)
Strong		 7.8 (±0.1)
Moderate		 8.3 (±0.1)
Positive
Provided clear and practical guidance on resolving the legal issue(s) 8.3 (±0.1)
Positive		 8.1 (±0.1)
Positive		 8.3 (±0.1)
Positive
Provided consistent legal adviceFootnote † of table 8.5 (±0.1)
Strong		 8.3 (±0.1)
Positive		 n/a
Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means 7.8 (±0.1)
Moderate		 n/a n/a