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The powerful impact of law firm management systems on complaints Dr. Christine Parker Melbourne Law School.

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Presentation on theme: "The powerful impact of law firm management systems on complaints Dr. Christine Parker Melbourne Law School."— Presentation transcript:

1 The powerful impact of law firm management systems on complaints Dr. Christine Parker Melbourne Law School

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4 Year allowed Number Percentage of all firms New South Wales % Victoria % Queensland % Western Australia % Incorporated legal practices in Australia

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8 Management-based regulation All legal work to be carried out by qualified legal practitioners subject to normal regulation PLUS Every incorporated legal practice to have: at least one legal practitioner director ‘appropriate management systems’

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11 Self-assessment & education towards compliance non-compliant - not addressed partially compliant - not fully functional compliant fully compliant - regularly assessed fully compliant plus - continuous improvement

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13 Mean rate of complaints per practitioner per year for incorporated legal practices Before self-assessment = After self-assessment = Down to one third!!

14 Comparing incorporated and non-incorporated legal practices Non-incorporated law firms = Inc. practices before self-assessment = Inc. practices after self-assessment = Down to one third!!

15 The substance is in the self- assessment process Value of mean ratings make no difference, except perhaps costs Suburban and rural practices receive more complaints Going through self-assessment process is always the most important factor

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17 Thank you for listening! Any questions?


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