Quality Assurance and File Review Policy

Purpose

Quality legal work comes from good habits and regular checks. This policy explains how NEO checks its own work.

Our policy

1. Checklists. We use checklists for common steps, such as opening a file, preparing a claim or defence, serving documents and preparing for a hearing.
2. Review before filing. Documents are reviewed by a licensee before they are filed or sent, including the parties' names, dates, amounts, citations and the form version.
3. Regular file reviews. Open files are reviewed regularly to check that deadlines are recorded, the client is up to date, and the next step is clear.
4. Client feedback. We read client feedback and complaints, and act on what they tell us.
5. Mistakes. If we make a mistake, we tell the client promptly, take steps to put it right, and notify our insurer where required. We then look at what caused it and change how we work.
6. Records. Reviews and their outcomes are recorded, and patterns are discussed at least once a year.

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.