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 2018 and 30 June 2019.

Enquiries

We provide 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 5,731 enquiries between 1 July 2018 and 30 June 2019.

Complaint files opened

We opened 1,784 new complaints between 1 July 2018 to 30 June 2019. 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  987
 Disciplinary  754
 Mixed  43
 Total  1,784

Complaints

In this period we 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  Consumer matter  Disciplinary complaint  Mixed  Total
 Solicitor  942  712  40  1,694
 Barrister 45 42  3  90

What did people complain about?

The following table shows the top six issues complained about between 1 July 2018 and 30 June 2019. A number of issues may be raised in a single complaint.

For a full list of the issues raised in complaints, download our 2019 Annual Report from the Annual Reports page.

 Issue  No.
 Costs/bills  620
 Negligence (including bad case handling)  442
 Dishonesty/misleading 142
 Trust money (including failure to account, mismanagement) 114
 Documents/Trust property (including retention and lost) 84
 Breach of Act, Rules, Court order or undertaking 81
Conflict of interest 79
 Instructions (including failure to comply) 72

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 our 2019 Annual Report from the Annual Reports page.

 Area of law  No.
 Family/defacto  443
 Probate/Family provisions  183
 Conveyancing  169
 Commercial/Corporations/Franchise  161
 Criminal  117

 

Last modified October 28, 2019.