Client Service Charter

The Client Service Charter has been developed in conjunction with the Legal Services Commissioner, Mr John Briton and its use has been endorsed by the Council of the Queensland Law Society, which is committed to assisting solicitors to deliver high standards of service.

Complaints by clients about the technical aspects of legal work are relatively rare. Most complaints are made because of issues relating to communication. The Society and the Commissioner see the Charter as being a short, succinct and easily understood document that clearly states what clients can expect from their solicitors and what they can do to help progress their matters efficiently.

We encourage solicitors to adopt the Charter and provide a copy of it to clients at the first meeting with the client, or the initial letter to the client. It sets the scene for what is expected to be a harmonious, respectful and professional relationship by recognising that effective communication is a 2 way street.

The Charter encourages clients to first discuss any problems that may arise with the managing partner of the law practice, or if the client considers that is not practicable, with an officer of the Society.

We consider that the adoption of the Charter is likely to assist in the development of a good working relationship with the client and reduce the possibility of a formal complaint being made by the client to the Commissioner.