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Research Report: Justice made to measure: NSW legal needs survey in disadvantaged areas
Executive summary
Foreword
Shortened forms
Ch 1. Introduction
Ch 2. The present study
Ch 3. The incidence of legal events
Ch 4. The response to legal events
Ch 5. Seeking help for legal events
Ch 6. Satisfaction with the assistance received for legal events
Level of satisfaction with assistance
Factors related to satisfaction with assistance
Summary: satisfaction with the assistance received for legal events
Ch 7. The outcome of legal events
Ch 8. Satisfaction with the outcome of legal events
Ch 9. Discussion
Ch 10. Towards improving access to justice: a multidimensional approach
References
Appendix A: The survey instrument
Appendix B: Method
Appendix C: Results
Acknowledgements
Publication details
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Justice made to measure: NSW legal needs survey in disadvantaged areas (2006) Cite this report

Ch 6. Satisfaction with the assistance received for legal events

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Summary: satisfaction with the assistance received for legal events


This chapter examined the 1307 legal events where participants who sought help provided information on their satisfaction with the assistance received from the sole or most useful adviser.8 The chapter focused on the level of satisfaction with the assistance received and the factors related to satisfaction with assistance.

Participants were satisfied with the assistance received in 78.7 per cent of the legal events, but dissatisfied with the assistance received in 13.4 per cent of events.

According to the regression analysis, the sociodemographic characteristics of participants and the recency of the legal event were not significantly related to satisfaction with the assistance received for the legal event from the sole or most useful adviser. However, the type of legal event and whether or not the event was resolved were significant, independent predictors of satisfaction with assistance. In particular the odds of satisfaction with the assistance received for legal events were:

  • higher than average for accident/injury and wills/estates events but lower than average for traffic offence events
  • lower for unresolved events than for resolved events.


Participants sought help in response to 1496 of the 3024 events that constituted participants three most recent events in the 12 months prior to the survey. Valid information on satisfaction with assistance from the sole or most useful adviser was obtained for 1307 of these 1496 events.
8  Participants sought help in response to 1496 of the 3024 events that constituted participants three most recent events in the 12 months prior to the survey. Valid information on satisfaction with assistance from the sole or most useful adviser was obtained for 1307 of these 1496 events.


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Coumarelos, C, Wei , Z & Zhou, AH 2006, Justice made to measure: NSW legal needs survey in disadvantaged areas, Law and Justice Foundation of NSW, Sydney