Complaints Policy

PURPOSE

This policy explains how Goodlet Nelson Legal receives, manages and responds to complaints about our legal services, conduct, communication, fees or administration.

We encourage clients to raise concerns as soon as possible. Making a complaint will not adversely affect the way we deal with you or your matter.

WHAT CAN YOU COMPLAIN ABOUT?

You may make a complaint about any aspect of our service, including:

If your concern relates to a legal costs dispute, we will explain the relevant internal process and any external rights that may apply.

HOW TO MAKE A COMPLAINT

Complaints may be made verbally or in writing. We prefer written complaints where practicable so that we can clearly understand the issues.

You can contact us using the contact details provided on our website or in your engagement documentation. If you are unsure who to contact, you may address your complaint to the Principal / supervising solicitor.

Please provide, where possible:

You do not need to use particular words or a particular format to make a complaint.

ACKNOWLEDGEMENT

We will acknowledge a complaint as soon as reasonably practicable.

We will seek to clarify the issues raised where necessary and determine who is the appropriate person to manage the complaint. Where appropriate, a complaint will be allocated to a person who was not directly responsible for the matter or conduct complained about.

INVESTIGATION AND RESPONSE

We will consider the complaint fairly and objectively. This may involve reviewing the relevant file, correspondence, invoices, policies or other records and speaking with the people involved.

We may ask you for additional information or documents where this is reasonably necessary.

We will provide a substantive response as soon as reasonably practicable after completing our review. The response will explain our findings and, where appropriate, any action we propose to take.

If we need more time because the complaint is complex or requires further investigation, we will let you know.

POSSIBLE OUTCOMES

Depending on the circumstances, an outcome may include:

Not every complaint will result in the outcome requested by the complainant. We will explain our position and the reasons for our decision.

COMPLAINTS ABOUT LEGAL COSTS

If your complaint concerns our legal fees or an invoice, we encourage you to contact us promptly so that we can discuss the issue.

A complaint about legal costs is separate from the statutory process for obtaining an independent costs assessment. In Queensland, a client may generally apply for a costs assessment within 12 months of the relevant bill, request for payment or payment of the costs where no bill or request was given, subject to the requirements of the Legal Profession Act 2007 (Qld) and applicable exceptions.

If you receive a lump sum bill, you may also have a right to request an itemised bill. We will explain the applicable process if you raise a costs concern with us.

EXTERNAL COMPLAINTS

Our internal complaints process does not prevent you from making a complaint to an external body.

The Queensland Legal Services Commission receives and investigates complaints about the conduct of lawyers, legal practitioners and law practice employees. The Commission may deal with matters including poor service or communication, certain conduct concerns, breaches of professional obligations and some concerns about legal costs or billing. The Commission does not generally resolve private disputes about the amount of legal costs or award compensation for negligence.

You can contact the Legal Services Commission through its website or enquiry process if you wish to raise a concern externally.

CONFIDENTIALITY AND PRIVACY

We will handle complaints respectfully and, to the extent reasonably practicable, maintain the confidentiality of information relating to the complaint.

Information may need to be shared within the practice where necessary to investigate and respond to the complaint, to obtain legal or professional advice, or where disclosure is required or authorised by law.

Personal information will be handled in accordance with our Privacy Policy and applicable privacy obligations.

URGENT OR SERIOUS MATTERS

If a complaint raises an urgent issue affecting a court deadline, limitation period, hearing, settlement or other time-critical aspect of your matter, please tell us immediately.

A complaint does not automatically suspend deadlines, court obligations or other legal processes. You remain responsible for complying with applicable deadlines unless we have expressly confirmed otherwise.

VICTIMISATION AND RESPECTFUL COMMUNICATION

We will not tolerate victimisation because a person has made, or intends to make, a genuine complaint.

We also expect complaints to be communicated respectfully. We may take reasonable steps to manage communications where behaviour is threatening, abusive, discriminatory or otherwise inappropriate, while continuing to provide an appropriate avenue for the complaint to be considered.

RECORD KEEPING AND CONTINUOUS IMPROVEMENT

We will maintain appropriate records of complaints and their outcomes.

Complaints may be reviewed periodically to identify recurring issues, risks, training needs or opportunities to improve our services, systems and client experience.

REVIEW OF THIS POLICY

This policy will be reviewed periodically and may be updated to reflect changes to legislation, professional obligations, regulatory guidance or our internal processes.