Remote and Virtual Services Policy

Purpose

Much of NEO's work is done remotely, so clients across Ontario can get help without travelling. This policy explains how we keep the same standards online as in person.

Our policy

1. Same duties. Remote work carries the same duties of competence, confidentiality and quality of service as work done in person.
2. Secure tools. Meetings use video and phone services that protect the call, and documents are shared through the secure client portal.
3. Private meetings. Before discussing a confidential matter, we confirm who is present on each side and that the client can speak privately.
4. Identity checks online. Client identity is verified online in the ways the Law Society's By-Law 7.1 allows, under our Client Identification and Verification Policy.
5. Virtual hearings. For hearings held by video or phone, we prepare clients for the technology and etiquette, share documents in advance as the court's or tribunal's rules require, and have a backup plan, such as a phone number, if a connection fails.
6. Accessibility. We offer alternatives for clients who can't use video or online tools, including phone meetings and in-person appointments at our office.
7. Working from home. Anyone working remotely follows our Information Security and Data Breach Response Policy and keeps client information out of sight and earshot of others.

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.