For the Public
Common Concerns
Quality of Service
Chapter 2.02 of the Code
of Professional
Conduct confirms that the lawyer owes the client a duty to
be competent to perform any legal services undertaken
on the client's behalf. The lawyer should be conscientious,
diligent and efficient in the provision of services to the client.
The client is entitled to assume that the lawyer has the ability
and capacity to deal adequately with any legal matters undertaken
on the client's behalf.
The Code sets out an illustrative but not exhaustive list of
expels of expected practices:
(a) keeping a client reasonably informed;
(b) answering reasonable requests from a client
for information;
(c) responding to a client's telephone
calls;
(d) keeping appointments with a client, or
providing a timely explanation or apology when unable to keep such
an appointment;
(e) taking appropriate steps to do something
promised to a client, or informing or explaining to the client when
it is not possible to do so; ensuring, where appropriate, that all
instructions are in writing or confirmed in writing;
(f) answering, within a reasonable time, any
communication that requires a reply;
(g) ensuring that work is done in a timely
manner so that its value to the client is maintained;
(h) providing quality work and giving reasonable
attention to the review of documentation to avoid delay and
unnecessary costs to correct errors or omissions;
(i) maintaining office staff, facilities and
equipment adequate to the lawyer's practice;
(j) informing a client of a proposal of
settlement, and explaining the proposal properly;
(k) providing a client with complete and
accurate relevant information about a matter;
(l) making a prompt and complete report when the
work is finished or, if a final report cannot be made, providing an
interim report when one might reasonably be expected;
(m) avoidance of self-induced disability, for
example from the use of intoxicants or drugs, that interferes with
or prejudices the lawyer's services to the client;
(n) being civil.
