Client Care Information (Sample)

Please see our Terms of Engagement for full details.

Date we received your instructions

 

[xx January 20xx]

Person from whom your instructions were received

 

[CEO/CFO/Managing Director]

Person to whom we report on this matter

 

[CEO/CFO/Managing Director]

Person at JW Legal with the day to day responsibility for this matter

 

[JWL Contact and contact details]

Director at JW Legal who is responsible for overseeing this matter

 

[JWL Contact and contact details]

Summary of work required by you

 

[Description of work required. Note if an estimate or fee is given it will be important to carefully describe the work to be done for the agreed price. If the retainer is limited ensure this is clearly explained].

Work timetable

 

[Here outline any agreed or estimated schedule]

Basis of charging (amounts are exclusive of GST)

 

[We have agreed to undertake this work for a fixed fee of $[ ] excluding disbursements and third party expenses. Please note that if the work falls outside of the summary above it will be charged on an hourly rate basis or, if requested, we will give you a further estimate of costs or a fixed fee proposal to be agreed.]OR[We have agreed to undertake this work on an hourly rate basis and, if requested, will give you estimate of costs or a fixed fee proposal to be agreed.]

Insurance

 

We hold professional indemnity insurance with NZI to the value of $1,000,000 in aggregate. The excess payable in respect of the claims is $5,000.

Limitation of liability

 

We limit our liability to the amount available to be payable under the professional indemnity insurance held by the firm or, in any other case, an amount equal to three times our related fees (excluding administrative charges, disbursements and taxes), up to a maximum of $500,000 including interests and costs.

Keeping your records

 

We will retain or dispose of your records in accordance with our terms of engagement. We will provide copies to you in accordance with our obligations under the Privacy Act 2020 on request. We may charge for the cost of providing records to you.

Compliance obligations

 

We are obliged to comply with all laws applicable to us in all jurisdictions, including (but not limited to):

  • Anti-money laundering and countering financing of terrorism laws; and

  • Laws relating to tax and client reporting and withholdings.

We may be required to undertake customer due diligence on you, persons acting on your behalf and other relevant persons such as beneficial owners and controlling persons. We may not be able to begin acting, or to continue acting, for you until that is completed.

Law Society’s client care and service information

 

The Law Society’s client care and service information is set out below.

Whatever legal services your lawyer is providing, he or she must:

  • act competently, in a timely way, and in accordance with instructions received and arrangements made

  • protect and promote your interests and act for you free from compromising influences or loyalties

  • discuss with you your objectives and how they should best be achieved

  • provide you with information about the work to be done, who will do it, and the way in which the services will be provided

  • charge you a fee that is fair and reasonable, and let you know how and when you will be billed

  • give you clear information and advice

  • protect your privacy and ensure appropriate confidentiality

  • treat you fairly, respectfully, and without discrimination

  • keep you informed about the work being done and advise you when it is completed

  • let you know how to make a complaint, and deal with any complaint promptly and fairly.

The obligations lawyers owe to clients are described in the Rules of Conduct and Client Care for Lawyers. Those obligations are subject to other overriding duties, including duties to the courts and to the justice system. If you have any questions, please visit www.lawsociety.org.nz or call 0800 261 801.

Lawyers Complaints Service

 

If you have a complaint about the services you have received from our firm please contact Joshua Woo (josh.woo@jwlegal.co.nz). 

If we have been unable to resolve a complaint or concern you may contact: