2 steps: Making a complaint about a lawyer or legal service

There are 2 steps to follow when making a complaint about a lawyer:

1. Raise your complaint with your lawyer or legal service directly;
2. Make a complaint to the Victorian Legal Services Board (VLSB).

Remember: if it is not reasonable for you to speak with your lawyer directly (for example, you do not feel safe or are they are not responding to your requests to speak), you can skip Step 1 and go straight to Step 2.

Step 1: Raise your complaint with your lawyer or legal service directly

You can raise your complaint with your lawyer directly, or a person in charge of the place where the lawyer works (like a legal firm or Victoria Legal Aid).

When making a complaint to the lawyer or legal service, make sure you let them know:

• What went wrong
• How the issue impacted you
• What would make things right for you

It can help to think about these points before you have the conversation and make some notes of what you want to say. This means you will feel prepared and are more likely to say everything you want to say.

Step 2: Make a complaint to the Victorian Legal Services Board (VLSB)

If you are unhappy with how the lawyer or legal service responded to your complaint (or if it was not reasonable for you to complain to them directly), you can bring your complaint to the Victorian Legal Services Board (VLSB).

You can also ask someone else to make a complaint for you – like a partner, family member, friend or lawyer. The VLSB will ask for your consent first. This can be a good option for people who are currently in prison and don’t have access to email, because contacting the VLSB over phone from prison could cause delay.

People in the community can make a complaint by calling (03) 9679 8001 or 1300 796 344 or completing an online form on the VLSB website.

Contacting the VLSB from inside prison

Making a complaint to the VLSB is free.

People in prison can contact the VLSB by:

• Phone
• Writing a letter
• Sending an email.

By phone

Anyone can call VLSB from 9am – 5pm on weekdays:

• Call (03) 9679 8001

Calling this number is not free of charge. You will need to add the VLSB to your phone list.

Writing a letter

You can write to the VLSB using the following address:

Victorian Legal Services Board
GPO Box 492
Melbourne, VIC 3001

Mail to the VLSB is not free of charge and is not exempt mail. This means it can be opened routinely by prison staff.

Email

• consumerenquiry@lsbc.vic.gov.au

Time limits for making a complaint and legal costs

If you want to make a complaint about your lawyer’s bill, there are strict time limits:

• For itemised bills (bills with a list of items), you must complain within 30 days from the date you get the bill.
• For lump sum bills (bills with one amount), you must complain within 60 days from the date you get the bill.

If you try to make a complaint after these dates, you will need to explain your reason for delay. VLSB can refuse to extend the time limit and they won’t usually extend the time limit beyond 6 months.

Source: VLSB website