Complaint statistics - Victorian Legal Services Board + Commissioner

Complaints statistics

This page provides information about complaints handled by the Victorian Legal Services Commissioner between 1 July 2016 and 30 June 2017.

Enquiries

The Commissioner provides a free enquiries service to assist the public with their questions about making a complaint. Enquiries can be made by telephone, in writing or in person. The Commissioner received 5,793 enquiries between 1 July 2016 and 30 June 2017.

Complaint files opened

The Commissioner opened 1,489 new complaints between 1 July 2016 to 30 June 2017. A complaint may involve a consumer dispute, a disciplinary matter or a mixture of both.

The following table shows the number of complaints received by type of complaint.

 Complaint Type  Total
 Consumer matter  781
 Disciplinary  654
 Mixed  54
 Total  1,489

Complaints

In this period the Commissioner received:

  • 1,403 complaints that concerned solicitors; and
  • 86 complaints about barristers.

The following table shows the number of complaints received about solicitors and barristers by complaint type.

 Practitioner type  Civil Complaint  Disciplinary complaint  Mixed  Total
 Solicitor  748  605  51  1,403
 Barrister  34  50  3  86

What did people complain about?

The following table shows the top six issues complained about between 1 July 2016 and 30 June 2017. A number of issues may be raised in a single complaint.

For a full list of the issues raised in complaints, download the consolidated Victorian Legal Services Board + Commissioner 2017 Annual Report from the Annual Reports page.

 Issue  No.
 Costs/bills  622
 Negligence (including bad case handling)  369
 Trust money (including failure to account, mismanagement) 109
 Dishonesty/misleading 100
 Defective costs disclosure communications 91
 Communication with client (including failure to return calls etc) 88
 Breach of Act, Rules, Court order or undertaking 81
 Delays 80

Areas of law commonly complained about

The following table shows the top five areas of law that featured in the complaints. For a full list of the areas of law that featured in the complaints, download the consolidated Victorian Legal Services Board + Commissioner 2017 Annual Report from the Annual Reports page.

 Area of law  No.
 Family/defacto  411
 Conveyancing  163
 Probate & Estate  134
 Commercial  118
 Criminal  58

 

Last modified November 14, 2017.