How it works

Tell us what is happening

Book a free first consultation (by phone, by video call or at our office), or simply call or email us: our details are on the contact page. Tell us briefly what kind of matter it is, who the other side is, and any date you have been given.

• The first consultation is free, and you are under no obligation to go further
• Mention any deadline straight away, so time limits are looked at first
• Keep your papers handy: a notice, ticket, claim, lease, contract or letter

We check for conflicts of interest

Before we can act for you, we must be sure that doing so would not conflict with our duties to another client, past or present. We search our records for the name of every other person or business involved in your matter.

• This is why we ask for the other side's names early
• Until the check is done, keep the details of your matter short
• If there is a conflict, we let you know that we cannot act, so you can look for help elsewhere

We verify your identity

The Law Society of Ontario’s By-Law 7.1 sets out how licensees identify and verify the people they act for, and we ask every new client to verify their identity. Once your client portal account is set up, you enter the details from a government-issued photo ID, with your home address and occupation. We check them against your original ID, and if we need to see it, we arrange that in person or by video call.

• ID you can use: Driver's licence, Passport, Permanent resident card, Canadian citizenship card, Secure Certificate of Indian Status, Other government photo ID
• We do not accept a health card as ID (Ontario law limits who may collect health card numbers), so please do not send one

You get the scope and the fee in writing

The licensed paralegal responsible for your file reviews your documents and the facts, and explains your options, the steps ahead and the deadlines that matter. We may ask you to complete an intake form in your portal so we have the full details. If we can help, we set out what the work includes, what it does not include, and the fee. Most of our services have a fixed fee, shown on our Services & Prices page.

• What is and is not included, in plain language
• Out-of-pocket costs, such as court or tribunal filing fees, are charged at cost, and HST is added where it applies, as your retainer sets out
• Where a fixed fee does not fit the matter, we explain in writing how the fee will be worked out before we start
• If your matter needs a lawyer, we tell you so (see below)

You sign the retainer and make any payment it calls for

The retainer agreement records the scope of the work, the fee and how it will be paid. It arrives in your client portal, where you read it and sign it online from your phone or computer, and we give you a signed copy. If the retainer asks for a payment before the work begins, you make it then.

• Money paid before the work is done, such as a retainer deposit, is deposited to our trust account and applied to your invoices as the work is billed, as the Law Society's rules require
• Invoices for work already done can be paid by card in your portal or on our Pay page, or by Interac e-Transfer
• Some services can be paid in instalments, when a payment plan is agreed and written into the retainer
• Your portal shows your invoices, payment plan, receipts and statements

We work on your matter, and you follow it online

We gather the facts and documents, prepare, file and serve what is needed, deal with the other side, and represent you at conferences, mediations and hearings within the scope of your retainer. Each step appears in your secure client portal as it happens.

• Your case status and timeline, with the next steps and the dates coming up
• Documents: upload from your phone and download what we file or receive
• Messages with us, kept with your file
• Email reminders before the court and tribunal dates you must attend

We close your file

When the matter ends, whether by settlement, a decision or otherwise, we close the file. Before it is closed, any money still held in trust for your matter is applied to your final account or returned to you. We can send you a closing letter that sums up where things ended, and we keep your file for the period the Law Society's rules require. You can ask us for a copy of your file.