TRILBY MISSO LAWYERS

At Trilby Misso, we understand the legal process can be daunting. That’s why we endeavour to make the process as easy to understand as possible. At every step of the way, we keep you in the loop with no-nonsense, plain-English explanations, and communicate openly with phone calls and written correspondence.

We have recently introduced a Client Service Charter which will illustrate to clients our commitment to delivering a superior client experience.

Trilby Misso's Client Service Charter

Every day we are committed to delivering service at the highest standard.
- We are committed to employing our best efforts to negotiate just compensation
- We are committed to employing our best efforts to resolve the claim in a timely fashion
- We are committed to being honest and empathic in our dealings with you at all times
- We are committed to conducting ourselves in a thoroughly professional and ethical
manner at all times
- We will run your claim on a ‘no win, no fee’ basis

Delivering on our commitments Accessibility and Responsiveness
1. If we do not have a team member 2. If we do not respond to phone calls within 24 Informed≠
3. If we do not contact you within a 6 weekly period
4. If we do not explain correspondence to you so it
5. If we do not notify you within 7 days when a change 6. If we do not provide you with a portfolio kit to 7. If we do not provide you with a full accounting 8. If we have not met your request for a
Security and Privacy
9. If we do not take all reasonable precautions to 10. If we do not ensure your personal information is 11. If we do not (with your assistance) keep your 12. If we do not use secure shredding bins within our Committed
13. If we do not have your claim independently cost 14. If we do not assign a Senior Managing Lawyer to 15. If we do not dispatch your settlement money Community and Environment 16. If we do not donate $20,000 or more to various 17. If we do not recycle 3 tonnes of paper or more each
available to respond to your queries during business hours, we will pay you a penalty
hours or respond to emails and written correspondence within 48 hours, on business working days, we will pay you a penalty
to discuss the status of your claim, we will pay you a penalty can be easily understood, we will pay you a penalty occurs with the person supervising your claim, we will pay you a penalty
enable you to conveniently store information that is important to your claim, we will pay you a penalty
history for all money to which you are entitled, once your claim is complete, we will pay you a penalty
face-to-face meeting, we will organise to have one within 7 working days, and we will pay you a penalty prevent unauthorised access to your personal information, we will pay you a penalty
protected from any other organisation for their marketing purposes, we will pay you a penalty
personal information accurate, complete and up to date AND correct any error we make on correspondence that you bring to our attention, we will pay you a penalty
premises to ensure client documents are disposed of properly, we will pay you a penalty
assessed, we will pay you a penalty
oversee the running of your claim, we will pay you a penalty
within 72 hours of all funds being available to Trilby Misso, we will pay you a penalty

charitable organisations each financial year to honour our commitment to improving the lives of disadvantaged Queenslanders, we will pay a penalty of $30,000 to registered charities
financial year, we will pay a penalty fee of $5,000 to an environmental, not-for-profit group

PENALTIES
You have the right to request a total penalty payment of $50 whenever we have failed to meet promises 1 – 15 outlined in this Charter.

NOTE:
≠These commitments do not apply to clients under the age of 18. For those clients, we will provide you with regular updates and keep you fully informed for the duration of the claim.
Business hours are Monday – Friday, 8:30am – 5:00pm, excluding Queensland public holidays and the Christmas period.

To download a pdf version of the Client Service Charter, please click here or for more information please email us at info@trilbymisso.com.au