Our reference guide — 101 Policy and Procedures has been enhanced.
This guide forms part of our Practice Management publication and provides a ready reference for all team members in a law firm about all aspects of the practice. A few excerpts:
Client service and communication standards
The firm strives to deliver the highest level of service and value to its clients. This means that team members are expected to be well mannered, engaged and responsive to phone calls, emails and other correspondence….
Cost disclosure and billing practices
In all matters, use the Retainer Instructions provided in the matter plan under Getting the Matter Underway and disclose costs in writing. Costs disclosure must be by way of a formal Costs Agreement where costs are likely to exceed $3000, or otherwise disclosed in the initial correspondence, as done for example in the precedent letters in the matter plan for conveyancing matters….
Supervision of practice and staff
The system adopted by the practice, if followed, will ensure that the practice is run efficiently and safely to the satisfaction of all participants. This simply involves adherence to all policies and procedures. …
Other topics covered include Asset register, Closing files, Email policy, Petty cash, Sexual harassment and Trust accounting.