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Quality of Service

Obligations to Your Client

You are required to serve your clients in a competent, timely, conscientious, diligent, efficient, and civil manner, and to provide a quality of service at least equal to that expected of a competent lawyer in a similar situation (rule 3.2-1 of the Law Society of New Brunswick Code of Professional Conduct, hereinafter, “the Code of Conduct”.  Also, see section 3.1 of the Code of Conduct generally for the definition of a competent lawyer). The quality of service you provide to your clients is measured by the extent to which you will maintain certain standards in practice, including whether you:
  • keep your clients reasonably informed;
  • take appropriate steps to complete work as promised to your client, or explain to the client why it was not possible to do so;
  • complete work in a timely manner so that its value to your client is maintained; and
  • make a prompt and complete report to your client when the work is finished, and/or provide interim reports when applicable.
 
Having robust file management procedures, document practices, and diary systems is also critical to ensuring you meet the quality of service that is expected of you.