Strategies

The following client focus strategies should apply:

• Officers must respect the solicitor client relationship and the privacy of information created by that relationship
• All practical steps must be taken to ensure client information is not overheard or left exposed to public view whether in an office or otherwise
• Officers must be frank and open with the client. Candid opinions must be provided on any professional matter
• Any legal aid service must be confined to that which is necessary and reasonable
• Officers must be aware of any limits to their competence and seek advice from supervisors where necessary
• Clients must be kept informed of estimated time frames involved in their case
• Upon request, clients must be provided with progress reports on any assistance being provided
• When available, the responsible officer should receive incoming telephone calls
• Client requests must be responded to as promptly as possible and within a maximum of three days
• All clients attending for an appointment should be seen within 20 minutes of the appointment time
• All work must be completed on behalf of the client as soon as possible