Select a link below for more information about the OLSC complaint process.
Upon receipt of a complaint, the OLSC must make a preliminary assessment as to assess whether the complaint is:
The OLSC must make a preliminary assessmentComplaints raising conduct issues must be investigated. The investigation process is discussed below.
The OLSC may refer a complaint for investigation or resolution to the Law Society of New South Wales or the New South Wales Bar Association.
Your complaint is assessed by senior staff at the OLSC and preliminary inquiries made on whether it is a consumer matter or a complaint that raises issues of unsatisfactory professional conduct or professional misconduct.
After an initial assessment has been made, an acknowledgment letter will be sent to you. Complaints may be referred to the Law Society of NSW or the NSW Bar Association if considered appropriate. In either case, a copy of your complaint is usually sent to the solicitor or barrister for their response to the issues raised in your complaint.
If your complaint is treated as a consumer matter, an OLSC staff member allocated to your complaint, in appropriate circumstances, will attempt to resolve your consumer matter through communication with you and negotiation with the lawyer.
The OLSC can attempt resolution of consumer matters. Mediation & Investigation Officers at the OLSC are well trained and use a range of informal dispute resolution processes to resolve the majority of consumer matters received by the OLSC. Possible outcomes can include:
The OLSC receives more than 2,500 written complaints each year. Of the complaints handled well over half are finalised within three (3) months but sometimes matters can take longer. There are many reasons for delays. Such reasons include:
Ongoing court proceedings which must first be finalised
An investigation is conducted where a complaint raises serious issues with respect to a solicitor or a barrister's conduct where that conduct may be capable of amounting to unsatisfactory professional conduct or professional misconduct. In some cases investigations are referred to the Law Society of NSW or the NSW Bar Association (professional associations). In such case, the OLSC will write to you advising that your complaint has been referred to the appropriate professional association for investigation. The balance of investigations are handled by the OLSC's Legal & Investigation Team.
The aim of the investigation process is to gather information and evidence to determine whether there is a reasonable likelihood that the solicitor or barrister will be found guilty by the Disciplinary Tribunal of either unsatisfactory professional conduct or professional misconduct.During an investigation the OLSC, the Law Society of NSW or the NSW Bar Association may require written information and/or documentation from the solicitor or barrister. The solicitor or barrister must cooperate and assist the OLSC and the professional associations in their investigation of the complaint. The submissions of the solicitor or barrister and complainant will usually be forwarded to each other for comment.
After completion of the investigation,
disciplinary action may be taken.
If the complaint cannot be resolved and there is not enough evidence for disciplinary action, the complaint must be closed and no further action taken.
Once your complaint is received by the Law Society of NSW or the NSW Bar Association you should receive correspondence from them advising you of their file number and contact details. The LSC monitors all investigations by the Law Society of NSW and the NSW Bar Association and each professional association provides regular updates about the progress and outcome of complaints.
Investigations generally take longer than consumer matters. In certain circumstances an investigation may take many months. The process is quicker and easier where the complainant provides full details of all relevant aspects of the complaint at the beginning and responds promptly to OLSC's inquiries. It is, however, important that the complainant only provides photocopies of relevant documents and never originals, unless specifically requested to.
Compensation will only be available through the complaint process in very limited circumstances.
A complainant who has suffered a loss because of a legal practitioner's conduct may request the LSC to make a compensation order.
The LSC can award compensation in limited circumstances up to a maximum sum of $25,000.00. Those circumstances are where the LSC is satisfied:
If disciplinary proceedings are commenced, the Disciplinary Tribunal has the power to make compensation orders.
The Disciplinary Tribunal may make a compensation order of up to $25,000 where:
Awards of compensation by the Disciplinary Tribunal are relatively rare.
A request for compensation should be made in the original complaint and must be made in writing to the OLSC before the disposal of the complaint. The complainant will also need to describe and quantify the loss suffered.
A request for a compensation order may only be made within six years after the conduct that caused the loss is alleged to have occurred.
Yes. Requests for the withdrawal of a complaint should be made in writing to the OLSC or, if appropriate, the professional association to which the complaint was referred for investigation.
The OLSC and the professional associations have the power to investigate issues raised in the complaint even where the complainant has requested that the complaint be withdrawn. In other words, the OLSC and the professional associations are not obliged to comply with the request for withdrawal, they will continue to investigate matters where they involve issues of professional misconduct and it is in the public interest to continue the investigation.