Conciliation participation and complaint resolution

Complaints that may be suitable for conciliation include:

cost disputes, where a resolution has not been able to be reached directly between the lawyer and client
withholding documents or files - where a lawyer will not release the file to a client for information or to transfer it to another lawyer
where a lawyer has placed a caveat on a client’s property or other assets
communication breakdowns, such as a client’s lawyer ignoring correspondence and telephone calls
where there is a need to rebuild or improve a lawyer/client working relationship
where a lawyer cannot or will not explain how a client’s matter was handled
where there are service issues that cannot be resolved.

Complaints that may not be suitable for conciliation include:

if there is a possibility of criminal charges being laid against the lawyer
if there is evidence of misconduct that makes it appropriate for disciplinary action to be taken against the lawyer
where the safety of the client or lawyer may potentially be at risk
where there is a power imbalance between the parties that cannot be addressed within the conciliation process.