LABC has revised its policies governing the handling of complaints, and the procedures surrounding the investigations and resolution of issues. The former Lawyer Compliance policy has been replaced by a new Client Services Compliance policy (PDF). The new policy is broader in scope and now applies to all external service providers who deliver services to clients and includes not only private bar lawyers but also local agents, duty counsel, and mental health and prison justice service providers.
Arising in response to the recommendation of the Office of the Auditor General, the new policy more clearly sets out the standards service providers are expected to meet in terms of alignment with legal and professional standards, confidentiality, billing accuracy, and competence. The procedures for the intake, screening, investigation, and resolution of complaints are clearly set out.
Private bar lawyers and other legal aid providers are required to review the new policy and ensure their services are aligned with the standards set out within.
