SERVICE STANDARDS

At the Australian Government Solicitor, we maintain a close watch over the quality of our legal services. This focus on quality is supported by our national professional standards.

The following describes the kind of service clients can expect from us.

Responsiveness and timeliness

We acknowledge and begin work on instructions as soon as possible after they have been received. For urgent requests, we provide immediate acknowledgment and action. For less urgent matters, our lawyers contact the client within two days to acknowledge the request and provide preliminary advice on the scope of the task. In most straightforward cases, we provide a substantive response within one week of receiving instructions.

As part of our acknowledgment, we clarify the client’s instructions, seek any additional information we may need and agree to a response timeframe that meets client’s priorities. Generally we confirm all these aspects in writing.

We have an excellent reputation for meeting agreed timeframes. Our lawyers work in legal teams that closely monitor matters being handled for clients. For a major project or complex litigation matter, our lawyers consult with our client to develop a case management plan for the matter. It can be tailored to the level of detail to suit the project or matter and the client’s needs. Plans can include our client’s objectives and expectations, the legal aspects of conducting the matter, a legal resource plan, a budget, performance indicators, milestones and reporting arrangements.

Quality and consistency

AGS procedures require our lawyers to check our opinions database as a matter of course in all but straightforward matters. Our national practice management systems give our lawyers access to a comprehensive database of previous and current matters, which enables them to check for consistency. It is also our policy to apply a two-counsel rule in appropriate circumstances to ensure the quality and consistency of significant advices.

And, of course, as a matter progresses, we promptly inform the client on reaching milestones and significant events.

Handling clients' funds

As a legal practice, AGS may receive funds from its clients to disburse on their behalf in a range of circumstances such as payment of legal and compensation claims; conveyancing or property settlements; or litigation settlements.

When we receive money from a client for such purposes, we pay the money into a trust account that is separate from our normal AGS operating account – the sort of account referred to as a ‘solicitor’s trust account’. Similar payments from other clients are also in the trust account.

We are always able to tell our clients how much money they have in the trust account.

We do not pass on to our clients any bank fees for the trust account. However, if we agree to set up a specific account for a particular matter, then we pass on to the client the bank fees of setting up and maintaining that specific account.

Clients do not earn interest on their money held in our trust account unless exceptional circumstances apply (for example a court orders that the client will earn interest), or the amount is significant, it will be in the account for more than a month and we agree we will pay interest.