Expectations During Our Course of Engagement
What to expect
Open and Honest Communication
Timely updates
Continuous strategizing
Timely response, generally within 2 business days
What you cannot expect from US
Immediate responses at any time of the day
Response to more than 2 enquiries or email a day. If a matter is complex or of urgency, we suggest that you pre-book or schedule a phone call with your responsible lawyer
What will help in ensuring we can handle your matter efficiently
Minimise your correspondences to us.
Use our Client Portal to upload documents
Ensure that documents are returned by the scheduled date. If any dates are missed, we will need to reschedule new dates for the team to work on your case which may cause significant delays.
Code of Procedure
It is our aim to manage cases efficiently with the following conduct. We will be dealing with you in the following manner during our course of engagement.
Case management: Your responsible RMA/lawyer will typically work on your file about 3 – 7 occasions during the entire lifecycle of your matter. Therefore, it is not uncommon for your responsible RMA/lawyer to miss your emails and unscheduled calls outside the days they have scheduled to work on your matter. Therefore, we recommend that you make a formal appointment to discuss the contents with your responsible RMA/lawyer to discuss the contents to your email.
Discussing your case: Your RMA/lawyer may indicate in advance, the dates they are scheduled to work on your case, or they may schedule ahead of time to review the information you send and discuss. You have the option of booking in advance, a time to discuss with your responsible RMA/lawyer by clicking on a bookings link provided at their email signature or by calling our office to seek assistance with making an appointment. We recommend using the screenshare facility offered through MS Teams if your discussion relates to documentation matters.
When are appointments required: An appointment is required if you require feedback on supporting documents you provide or you wish to receive advice from your responsible RMA/lawyer. You may send ahead of time an email, but you should not expect to receive a reply.
Response Time: If you make an enquiry by email/phone/sms, it is our policy to endeavour to respond within 24 – 48 hours (on business days).
Frequency: In order to communicate effectively, we request that you consolidate your questions in an organized manner which will reduce the frequency to discuss with your responsible RMA/lawyer to no more than 5 occasions during the fixed period we are engaged as your legal representative. We reserve the right to calculate the additional correspondences as additional work not covered in the costs agreement which would incur professional fees based on our hourly rates.
Contact Person: To deal with your matter efficiently, please communicate directly with your responsible RMA/lawyer. Although the supervising lawyer and principal of the firm is copied in the email correspondences, you will incur additional costs for unnecessarily communicating with them as you are effectively requesting that more lawyers be assigned to your matter. If you are unhappy with the services provided by your responsible RMA/lawyer, then it would be appropriate to escalate your complaint to the supervising lawyer. You are encouraged to contact the principal of the firm if the supervising lawyer is unable resolve your concerns.