Client Service Standards Policy

Purpose

The Paralegal Rules of Conduct require us to serve clients conscientiously, diligently and in a timely, courteous way. This policy sets out what that means in practice at NEO.

What clients can expect

1. Responses. We reply to messages and calls within one business day. If a full answer will take longer, we say when to expect it.
2. Plain language. We explain options, risks and costs in plain language, and confirm important advice in writing.
3. Updates. Each step of the matter appears on the client's case timeline in the client portal, and we tell clients about important developments promptly, including any offer to settle.
4. Deadlines. We track every court and tribunal deadline, and clients receive reminders before hearings and appointments.
5. Instructions. We act on the client's instructions, and we tell the client if we can't follow them and why.
6. Respect. Every client is treated with courtesy and respect, and offered accommodation where needed.
7. Honesty about scope. If a matter needs a lawyer, or goes beyond what we agreed, we say so.

What we ask of clients

• Tell us about any change in contact details or circumstances.
• Send documents and answers we ask for promptly.
• Tell us straight away about any document you receive from a court, tribunal or the other side.

If we fall short

Please tell us, under our Client Complaints Policy.

Review

This policy is reviewed at least once a year, and whenever the Law Society's By-Laws or rules change. The principal approves every change.

Questions

Email info@neolegalservices.com, call 647-200-3526 or toll-free 888-519-2435, or write to us at Unit 236, 1099 Kingston Road, Pickering, Ontario L1V 1B5.