Complaints & Client Rights — National Crime Stats | Estate & Probate Dispute Lawyers NSW & QLD

Our commitment to you

When you engage National Crime Stats, you are entitled to expect:

Competent, diligent legal services delivered in accordance with professional standards
Clear communication about your matter, including the strategy, progress, and likely costs
Honest and realistic advice about the prospects of your matter and the available options
Confidentiality and protection of your personal and privileged information
Fair and reasonable costs, disclosed and explained upfront to the extent possible
Respectful, professional conduct at all times
A prompt and fair response to any concern or complaint you raise

If you have a concern — our complaints process

If you are dissatisfied with any aspect of our service, we encourage you to raise it with us as soon as possible. Most concerns can be resolved quickly through open discussion. Our complaints process is as follows:

Step 1: Raise your concern directly

In the first instance, speak with the lawyer handling your matter. Many concerns arise from miscommunication or misunderstanding and can be resolved through a frank conversation. You can raise your concern by telephone, email, or in person — whatever you are most comfortable with.

Step 2: Escalate to the Principal Solicitor

If your concern is not resolved at Step 1, or if you would prefer not to raise it with the lawyer handling your matter, you may escalate it to the Principal Solicitor. The Principal Solicitor will review your concern independently and respond within 7 business days.

Step 3: Formal written complaint

If your concern remains unresolved, you may submit a formal written complaint. We will acknowledge your complaint within 3 business days and provide a substantive response within 21 business days. Our response will set out our findings and any proposed resolution.

Step 4: External complaint bodies

If you are not satisfied with our response, you have the right to refer your complaint to the relevant external body. See below for details of the Legal Services Commissioners in NSW and Queensland.

How to lodge a complaint with us

You can raise a concern or lodge a complaint by any of the following methods:

Telephone: +18392109187 — ask to speak with the lawyer handling your matter, or with the Principal Solicitor
Email: complaints@nationalcrimestats.com.au
Post: The Principal Solicitor, National Crime Stats, [address on file]
In person: You may request a meeting to discuss your concern. Please contact us to arrange a mutually convenient time.

When lodging a complaint, please provide as much detail as possible about the nature of your concern, including relevant dates, communications, and the outcome you are seeking. This helps us investigate and respond effectively.

What to expect when you complain

We will treat your complaint seriously, fairly, and confidentially
Making a complaint will not affect the way we handle your matter — we will continue to act in your best interests
You will not be charged for the time we spend investigating and responding to your complaint
We will keep you informed of the progress of our investigation
If we find that our service fell below the expected standard, we will acknowledge this and propose an appropriate remedy — which may include an apology, a reduction in fees, or other corrective action

External complaint pathways

If you are not satisfied with our handling of your complaint, you have the right to refer your complaint to the relevant Legal Services Commissioner. The Commissioner is an independent statutory officer responsible for receiving and investigating complaints about lawyers in each jurisdiction.

New South Wales

Office of the NSW Legal Services Commissioner (OLSC)

Website: www.olsc.nsw.gov.au
Telephone: (02) 9377 1800 or 1800 242 958 (free call within NSW)
Email: olsc@justice.nsw.gov.au
Post: Level 23, 133 Castlereagh Street, Sydney NSW 2000

Queensland

Legal Services Commissioner (QLD)

Website: www.lsc.qld.gov.au
Telephone: (07) 3564 7720 or 1800 068 388 (free call within QLD)
Email: enquiries@lsc.qld.gov.au
Post: PO Box 10310, Brisbane Adelaide Street QLD 4000

Time limits may apply to complaints to the Legal Services Commissioner. You should contact the Commissioner's office directly for information about applicable time limits and complaint requirements in your jurisdiction.

Costs disputes

If your complaint relates specifically to legal costs (your bill), you have additional rights:

In NSW, you may apply to the Supreme Court of NSW for a costs assessment under the Legal Profession Uniform Law (NSW). An independent costs assessor will review the bill and determine whether the costs are fair and reasonable. Time limits apply — generally 12 months from the date the bill was given.
In QLD, you may apply to the Supreme Court of Queensland for a costs assessment under the Legal Profession Act 2007 (QLD). Similar time limits and procedures apply.

We encourage you to raise any concerns about costs with us first, as many costs issues can be resolved by discussion without the need for formal assessment.

Professional indemnity insurance

As required by law, we hold professional indemnity insurance that covers legal services provided by this practice. Details of our insurance coverage are available on request.

Have a concern? Let us know.

We take client feedback seriously and are committed to continuous improvement. If something has gone wrong, we want to put it right.

Last updated: June 2026