Service Standards - General

These are our standard service conditions. We offer a Priority Client Service for institutional and larger clients who need regular legal advice to augment their in-house team.

Response Times

We aim to return all emails and phone calls the same day, but definitely before noon the following day.

Estimates & Quotes

We quote for work within our control and give estimates for all other work. We estimate based upon hourly rates. However, we're an innovative firm that is open to other arrangements. Better ways of valuing our work is a discussion we are always delighted to have.

Hourly Rates

Our current hourly rates are as follows:

Our average charge for most matters is $330 per hour.

Keeping You Up To Date

We track our estimates. Our systems tell us when a matter is at 80% of our nominated estimate. At this point, we either confirm that the work will be completed within estimate or advise you whether and why the estimate needs to be revised. We want you to always feel in control of how much you are spending on legal services.

Administration Charges

Unlike other law firms, we do not charge for photocopying, sending faxes, phone charges, or postage.  However, we reserve the right to do so in individual cases where the cost is significant.

Accounts

We bill progressively for each matter at the end of the month, or when the transaction is complete. We promise never to send an account above our quote or estimate without having okayed it with you first.

Paying Our Fees

We don't ask for money upfront, but expect our bills to be paid on time within 14 days. If our bills are unpaid, we stop work and talk to you. Unpaid bills are a sign there's an issue, and we'd rather have it out in the open and dealt with. If you're having trouble paying, we'll work out a repayment plan. If you're unhappy with the work, we'll negotiate a discount. One way or another, we'll quickly solve the problem.

Complaints

If you're unhappy with any aspect of our service, talk to us. We'll fix the problem. You're the client. You're always right.

Resources & Downloads

1. 
   Virtual Equity Program

   (March 01, 2011)
2. 
   Service Standards - General

   (March 23, 2011)
3. 
   August 2011 Newsletter

   (August 18, 2011)
4. 
   Service Standards - Priority Clients

   (March 23, 2011)