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At Smith & Associates, customer service is our top priority.

We are keen to set a new standard for service, and to this end, we have developed the following service commitment.

Service Commitment

  1. Clients should receive copies of all relevant correspondence received on their file;
  2. Telephone calls and messages should be returned, as so far as is practicable, on the day that they are received;
  3. Clients should have their solicitor's direct telephone number so that they can easily contact the person responsible for their matter;
  4. Clients are free to communicate with their responsible solicitor via email, but should note, that reading and responding to each email is counted as an attendance on their file.

The only riders we place on this commitment are as follows:

  • We may be unable to return calls on the same day if we are unexpectedly away from the office all day, but we will endeavour to respond to you as soon as we return.
  • If you telephone us constantly, we may not be able to reply to each and every call if doing so would exhaust your grant of aid thereby meaning that we cannnot attend to your necessary legal matters within the allowed funding.

  • We may not be able to return your calls on the same day if doing so would not be practical. For example, it might not be practical for us to return your call if we are attempting to uncover the relevant information that would allow us to properly respond to your query.
  • Whilst we endeavour to provide whatever help we can, if you are not in receipt of a grant of aid, or have not put us in funds, we may have to limit our communication with you until your funding status is resolved. Whilst we help out whenever we can, we are a business and as such we must prioritise paying clients.

We will, of course, endeavour to ensure that you are fully informed of all information concerning your matter as quickly as possible.

If you have any concerns about the service that you are recieving from us we invite you to talk with our Quality Assurance Manager, Ms Shannon Breen, by telephoning her on 3099 3354. Shannon will investigate your concerns and respond with a solution to whatever problem you might be experiencing.

All feedback is gratefully received as it helps us to improve our services.

Of course, positive feedback is also gratefully received and will be added to our testimonials page.

We hope that you find our service prompt and responsive to your needs.