Department of Justice Canada Client Feedback Survey

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Annex D – Client Feedback: Litigation Services

The Department represents the Crown in litigation and before administrative tribunals. These activities directly and indirectly support the federal government by defending the Crown’s ability to continue to provide programs, services and benefits to Canadians in the face of court challenges. The table below presents an overview of the Cycle II client feedback provided by the 841 service users who identified that they had received litigation services in the twelve months preceding the administration of the Survey. Presented for comparison purposes are the Cycle I results for litigation services.

Cycle I results for litigation services

Colour-Coding of Results

  Cycle II (2012) Cycle I (2009)
Overall quality of Litigation Services provided.

8.3 (±0.1)

Positive

8.4 (±0.1)

Strong


Accessibility/Responsiveness of Legal Services
  Cycle II (2012) Cycle I (2009)
Official languages: Please rate your overall level of satisfaction with the accessibility of legal services in the official language of your choice. Table note

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 providers. Table note

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 identified.

8.5 (±0.1)

Strong

n/a
Satisfaction with access mode: Electronic.

8.4 (±0.2)

Strong

n/a
Satisfaction with access mode: Telephone.

8.5 (±0.2)

Strong

n/a
Satisfaction with access mode: In person.

8.6 (±0.2)

Strong

n/a
Regularly provided informative progress reports or ongoing feedback informing you of the status of your request for services.

7.7 (±0.2)

Moderate

7.7 (±0.2)

Moderate


Usefulness of Legal Services
  Cycle II (2012) Cycle I (2009)
Fully understood the nature of the problem/issue for which you received assistance. Table note

8.3 (±0.1)

Positive

8.5 (±0.1)

Strong

Advised you of issues/developments which may impact your department/agency. Table note

8.2 (±0.1)

Positive

8.4 (±0.1)

Strong

Worked with you to identify legal risks.

8.1 (±0.1)

Positive

8.2 (±0.1)

Positive

Involved you in the review/development of legal options to mitigate identified legal risks.

7.9 (±0.2)

Positive

n/a
Involved you in the development of legal strategy and positions.

7.9 (±0.2)

Positive

8.0 (±0.2)

Positive

Identified means to prevent or resolve legal disputes at the earliest opportunity. Table note

7.9 (±0.2)

Positive

8.3 (±0.2)

Positive

Identified opportunities to use dispute resolution practices, where appropriate. Table note

7.8 (±0.2)

Moderate

8.3 (±0.2)

Positive

Provided clear and practical guidance on resolving the legal issue.

8.1 (±0.2)

Positive

8.2 (±0.1)

Positive

Provided consistent legal advice.

8.3 (±0.1)

Positive

n/a
If applicable, provided recommendations on whether to appeal or seek judicial review.

8.4 (±0.2)

Strong

n/a

Timeliness of Legal Services
  Cycle II (2012) Cycle I (2009)
Responded in a timely manner to requests for legal services. Table note

8.1 (±0.1)

Positive

8.4 (±0.1)

Strong

Negotiated mutually agreed-upon deadlines. Table note

7.8 (±0.2)

Moderate

8.3 (±0.1)

Positive

Met mutually agreed-upon deadlines. Table note

8.0 (±0.2)

Positive

8.3 (±0.2)

Positive

Table note †

Denotes a statistically significant difference between Cycle II and Cycle I client feedback.

Return to table note referrer

In assessing the overall quality of the litigation services provided, overall client satisfaction has decreased slightly since Cycle I, resulting in a “positive” rating of 8.3 on a 10-point scale. Against the additional twenty elements relating to litigation services, the Department is generally in line with or surpassing the target of 8.0.

There are three specific elements where the client feedback was “moderate” – falling slightly below the established target. Specifically, these include:

  • regularly provided informative progress reports or ongoing feedback informing you of the status of your request for services;
  • identified opportunities to use dispute resolution practices, where appropriate; and,
  • negotiated mutually agreed-upon deadlines.

Although the Cycle II findings are largely consistent with the feedback collected during Cycle I, there have been notable decreases in the ratings of the following three elements:

  • identified means to prevent or resolve legal disputes at the earliest opportunity;
  • identified opportunities to use dispute resolution practices, where appropriate; and,
  • negotiated mutually agreed-upon deadlines.
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