1. We want to hear from you
If something has not gone the way you expected, please tell us. Most concerns can be sorted out quickly once we know about them, and raising a concern early gives us the best chance to put things right.
This page explains how to raise a concern with us, and what to do if you are not satisfied with our response.
2. Step 1 — Raise it with us first
The quickest way to resolve a concern is usually to raise it with us directly.
- Contact: support@cleverlegal.com.au
- Tell us what happened, when, and what you would like to see done about it.
We will:
- acknowledge your concern promptly;
- look into it fairly; and
- respond to you within a reasonable time.
Raising your concern with us first is also what the Victorian Legal Services Board and Commissioner expects for most consumer-type concerns: you generally need to have tried to resolve the issue directly with the law practice before they will take a complaint.
3. Step 2 — If you are still not satisfied: the VLSB+C
If we cannot resolve your concern, or you would prefer to take it elsewhere, you can complain to the Victorian Legal Services Board and Commissioner (VLSB+C), the body that regulates lawyers in Victoria.
- Website: lsbc.vic.gov.au
- Phone: 1300 796 344
You can complain to the VLSB+C about a lawyer's or law practice's conduct, the quality of the service, or the legal costs.
The VLSB+C generally treats complaints as either:
- a consumer matter — for example a dispute about costs or service quality, which it tries to resolve between you and the practice (including, where appropriate, by mediation); or
- a disciplinary matter — more serious conduct concerns, which it may investigate.
Some complaints involve both.
You do not have to contact us first if your concern is a serious conduct (disciplinary) matter, or if it is not reasonable for you to raise it with us directly — for example if you do not feel safe doing so.
4. Time limits
Time limits apply to complaints to the VLSB+C. As a general guide:
- A complaint should usually be made within 3 years of the conduct you are complaining about.
- For a costs dispute, the complaint should usually be made within 60 days of the legal costs becoming payable, or within 30 days if you have been given an itemised bill.
The VLSB+C can extend some time limits in certain circumstances.
5. Costs disputes
If your concern is only about the amount of our fees, please raise it with us first so we can explain or review the bill. If it cannot be resolved, a costs dispute can be taken to the VLSB+C within the time limits above. Depending on the amount, other options (such as costs assessment) may also be available.
6. Privacy complaints are handled differently
If your concern is specifically about how we have handled your personal or health information, see the "Making a complaint" section of our Privacy Policy. Those complaints can ultimately go to the Office of the Australian Information Commissioner (OAIC) or, for health information in Victoria, the Health Complaints Commissioner — not the VLSB+C.
7. No detriment for complaining
Raising a concern will not affect how we treat you or act in your matter. We will continue to act in your best interests.