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The Victorian Legal Services Board and Commissioner ('VLSB+C') is the independent body that regulates lawyers in Victoria. It is made up of two parts:
- The Board, which oversees how the legal profession is managed, and
- The Commissioner, whose staff receive and handle complaints about lawyers.
The VLSB+C was created under Victorian law (the Legal Profession Uniform Law Application Act 2014). Its job is to make sure lawyers follow professional rules and standards, and to hold them accountable when they do not.
What types of complaints can you make?
You can complain to the VLSB+C about the service, advice, behaviour, or costs of a lawyer or law practice in Victoria. Complaints fall into two broad categories:
1. Consumer Matters
These involve problems with service or costs that don’t necessarily involve misconduct. You can complain if you experienced:
- Unclear or unfair legal costs: fees that are too high, not explained, or different to what was agreed.
- Poor service: unreasonable delays, poor communication, mistakes that harm your case, or unprofessional behaviour.
- Refusal to return documents: lawyers must give you your file or documents promptly when your matter ends, unless there is a legal reason not to.
2. Disciplinary Matters
These are serious breaches of professional standards. You can complain if a lawyer or law practice has:
- Grossly overcharged you far beyond what is fair.
- Acted in a conflict of interest: putting their own or another client’s interests ahead of yours.
- Gone against your instructions or acted without your consent.
- Been dishonest or misleading: including providing false information, fabricating details, or altering documents.
- Misused trust money held on your behalf.
- Engaged in harassment, discrimination, or bullying, including sexual harassment.
- Threatened, intimidated, or abused you.
- Practised without a valid practising certificate.
- Failed to properly supervise staff, leading to errors or poor work.
- Used false or misleading advertising.
- Failed to disclose costs properly before or during your matter.
- Breached confidentiality by sharing your private information without permission.
Jurisdiction and limits:
The VLSB+C can only handle complaints about:
- Lawyers registered in Victoria
- Victorian law practices
They cannot handle complaints about:
- Costs disputes over $314,330, unless the disputed part is under $31,440
- Professionals who aren’t lawyers (e.g. accountants, conveyancers, financial advisers)
- Lawyers registered outside Victoria (you must go to that state’s regulator)
- Matters already before a court or tribunal, or already decided by one
- Employment disputes involving lawyers (e.g. unfair dismissal)
- Legal fees set by law or regulation
- Judges, magistrates, or tribunal members
- Legal aid funding decisions (these go to Victoria Legal Aid)
- Government policies or legislation
- Lawyers recovering debts owed to them (the VLSB+C doesn’t assist with debt collection)
Time limits:
- General complaints – must be made within 3 years of the problem.
- Costs disputes – must usually be made within:
- 60 days of when costs are payable (30 days for itemised bills).
- In limited cases, up to 4 months after that deadline, but only if the lawyer has not already started court proceedings to recover the costs.
The VLSB+C can extend time limits if:
- It is fair and reasonable to do so, or
- The complaint involves alleged professional misconduct and it’s in the public interest.
Any decision by the VLSB+C about extending or refusing to extend a time limit is final and cannot be appealed.
Who can you make a complaint against?
You can complain to the VLSB+C about:
- Lawyers registered in Victoria: all solicitors and barristers who hold a current practising certificate. You can check if someone is registered through the Register of Lawyers.
- Law practices: including sole practitioners, partnerships, incorporated legal practices, and multidisciplinary practices.
- Unqualified people providing legal services: individuals or businesses pretending to be lawyers, or providing legal services without a current practising certificate. It is unlawful to practise law in Victoria without one.
The VLSB+C cannot deal with complaints about:
- Non-lawyer conveyancers: these are regulated by Consumer Affairs Victoria (unless they are falsely holding themselves out as lawyers, in which case VLSB+C can act).
- Judges, magistrates, or tribunal members: complaints about judicial officers must go to the Judicial Commission of Victoria. This also applies to lawyers acting in a judicial role.
- Government officials or agencies: decisions or actions of state departments, councils, or other public bodies are outside VLSB+C’s role.
- Other professionals: such as accountants, consultants, mediators, or arbitrators, if they are not acting as lawyers.
- Matters outside the legal profession: including disputes between private individuals that don’t involve legal services.
- Interstate or overseas lawyers: unless they are practising in Victoria. Complaints about them should go to the regulator in their jurisdiction.
- Private individuals not providing legal services: you can’t complain about people acting only in their personal capacity.
- Businesses not offering legal services: unless a company is a registered law practice, the VLSB+C cannot investigate. Complaints about businesses selling goods or non-legal services may belong with Consumer Affairs Victoria or another regulator.
Are you eligible to make a complaint?
Most people can make a complaint to the VLSB+C, but the rules depend on the type of complaint.
Who can complain:
- Anyone can complain about a lawyer’s conduct or behaviour (disciplinary matters).
- Clients (or their authorised representative) can complain about the quality of legal services they received.
- The person legally responsible for paying the bill (or their authorised representative) can complain about the costs charged by a lawyer.
Do I need to try the lawyer first?
- For consumer matters (e.g. service quality or costs), you must first make a reasonable attempt to resolve the issue directly with the lawyer or law practice.
- For disciplinary matters (serious conduct issues), you do not need to contact the lawyer first.
You can complain on someone else’s behalf if:
- You have their written permission (authority form signed and returned to the VLSB+C), or
- You are their authorised representative (for example, a legal guardian).
You generally cannot make a complaint if:
- The matter is already before the courts (for example, if the lawyer has sued you for unpaid fees).
- The issue happened more than 3 years ago, unless special circumstances apply.
What can this body do to help?
The VLSB+C has a range of ways to resolve complaints, depending on whether your issue is about service, costs, or serious misconduct.
Information or referral:
- Most enquiries are handled by giving you advice, information, or directing you to the right place.
- Records are kept in case further compliance or enforcement is needed.
Informal resolution:
- The VLSB+C may try to resolve complaints by helping you and your lawyer reach agreement.
- Possible outcomes include:
- Explanation or apology
- Return of documents
- Fixing legal work
- Changing payment terms
- Refund or compensation
- Warnings, advice, undertakings, or extra training for the lawyer
Mediation (costs disputes only):
- In some fee disputes, the VLSB+C can arrange or require mediation.
- An independent mediator helps both sides negotiate.
- Outcomes are usually similar to informal resolution (apology, refunds, adjusted bills).
Costs review:
- In certain disputes, the VLSB+C can review a bill to check if fees are fair and reasonable.
- Outcomes may include:
- A refund
- A reduced bill
- Requiring you to pay the assessed amount
- Legally binding if the amount in dispute is under $18,555.
Investigations (serious conduct issues):
- For serious complaints, the VLSB+C can investigate matters such as dishonesty, conflicts of interest, misuse of trust money, breaches of confidentiality, harassment, or repeated poor service.
- Outcomes may include:
- Redoing legal work at no or reduced cost
- Formal apology
- Caution or reprimand
- Fines up to $25,000
- Extra training, counselling, or supervision for the lawyer
- Conditions placed on their practising certificate
- Taking the case to VCAT (which can suspend or remove a lawyer from practice)
Compensation:
- For financial loss caused by a lawyer’s conduct:
- Up to $25,000 if you can show actual financial loss directly caused by your lawyer.
- For loss of trust money/property (Fidelity Fund):
- You may be repaid if a lawyer (or their employee/agent) misused money in their trust account.
- Must notify the VLSB+C within 6 months of discovering the loss (extensions possible with explanation).
How to prepare your complaint:
When preparing your complaint, it helps to include as much clear and relevant detail as possible.
What to include:
- Your details: full name, phone, email, preferred contact method, and your relationship to the lawyer (e.g. client, former client).
- Lawyer/practice details: name of the lawyer and/or their firm. If unsure, provide the practice name or write “unknown.”
- What happened: what went wrong, when and where it happened, who was involved, and how it affected you.
- Steps you’ve already taken: for example, if you tried to raise the issue with the lawyer directly.
- What outcome you are seeking: such as an explanation, apology, refund, correction of work, or other resolution.
- Supporting documents: gather any contracts, bills, letters, emails, or notes you have.
Special notes:
- If you want to remain anonymous, you can discuss this with VLSB+C staff by phone. (Note: remaining anonymous may limit what can be done.)
- For sexual harassment, you can also report informally and anonymously if you don’t want a formal complaint investigated right away.
- Do not include abusive language, irrelevant opinions, or trivial matters. These may delay or prevent your complaint being assessed.
Lodging your complaint and next steps:
How to lodge your complaint:
- Online form (recommended): Consumer enquiry form
- Email: consumerenquiry@lsbc.vic.gov.au
- Phone: (03) 9679 8001 or 1300 796 344 (local call cost)
- For sexual harassment complaints:
- Phone the VLSB+C and ask to speak with the Sexual Harassment Complaints Team
- Email harassmentcomplaints@lsbc.vic.gov.au
- Use the Speak Safely online reporting tool
What happens next:
- Acknowledgement: You’ll receive an email confirming your complaint has been received.
- Assessment: The VLSB+C reviews your matter, may ask for more information, and will prioritise urgent or high-risk issues.
- Initial steps: Most complaints start with advice, information, or referral. Some are assessed for dispute resolution, mediation, costs review, or investigation.
- Decision: You’ll receive the decision in writing, with reasons.
Other things to know:
- Keep a copy of your complaint and note the date you lodged it.
- Let the VLSB+C know about any updates that may affect your matter.
- Providing all relevant information upfront will help avoid delays.
- Free interpreters are available if needed.
More information:
Refer to the factsheet provided below for more information.
