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Bega legal needs pilot survey  ( 2003 )  Cite this report

Ch 6. Outcomes

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Were participants satisfied with outcomes?

All participants were asked to indicate whether they were satisfied with the outcome (or, where relevant, lack of outcome) of their legal events. This was asked separately to the question of whether those who sought assistance were satisfied with that assistance.

Overall, participants were satisfied in 56 per cent of events, dissatisfied in 27 per cent and neither satisfied nor dissatisfied in 17 per cent of events.

Figure 6.3: Satisfaction with outcome, Bega Valley LGA Pilot Survey, October–November 2002

Participants who were dissatisfied were asked to provide reasons for dissatisfaction, which were recorded verbatim.

No detailed analysis was conducted on the verbatim responses; however, broadly speaking, participants who had sought assistance gave similar reasons to those provided for dissatisfaction with the assistance.65 While many referred specifically to an unsatisfactory outcome, or dissatisfaction due to delay in reaching outcome, participants also complained about poor service, cost or lack of helpful assistance.

Participants who had not sought outside help were dissatisfied about such issues as the fact that the event was unresolved, that the situation or outcome was unfair, or that the event was expensive to remedy.

See Chapter 5 for discussion of satisfaction with assistance.

65  See Chapter 5 for discussion of satisfaction with assistance.

Law and Justice Foundation of NSW 2003, Quantitative legal needs survey: Bega Valley (Pilot), Sydney