The Legal Practice Board of Western Australia has introduced a new Feedback and Complaints Management Policy, giving lawyers, education providers and other stakeholders a formal avenue for providing feedback and escalating problems.
“We recognise that feedback provides a valuable opportunity for continuous improvement and are committed to dealing with complaints, compliments and suggestions in an efficient manner,” the Board said.
According to details on the Board’s website, the Policy is designed to support continuous improvement in the delivery of services and regulatory processes. It outlines how feedback and complaints can be lodged and sets expectations for response times, outcomes and review mechanisms.
The Policy is aimed at dealing with concerns that have arisen recently; older complaints may not be considered. “Complaints about a matter that occurred more than three months prior to receipt of the complaint will be considered if they identify an improvement opportunity, however we may not take any further action. We will manage historic concerns on a case-by-case basis,” the Board’s website states.
The launch of this Policy follows the publication in late November 2025 of a selection of non-confidential submissions to the Standing Committee on Public Administration, which is currently conducting a Parliamentary Inquiry into the LPB. The Inquiry, established in August 2025, is examining the operation and effectiveness of the Board in its regulatory role.
A joint submission to the Inquiry by the Law Society of WA, Community Legal WA, Women Lawyers of WA, the Piddington Society and the Association of Corporate Counsel (WA Branch) highlighted the lack of an effective, transparent and accessible process for the escalation of issues and complaints. The joint submission notes that “the Board does not appear to have a published process for stakeholders to escalate issues or make complaints when the subject of the complaint is the Board itself. In contrast, NSW, Victoria and South Australia have well defined and clear avenues/committees for receiving feedback and complaints about the operation of the regulatory body.”
The Inquiry was prompted by concerns about aspects of the Board’s operations, including communication, timeliness, complaint handling and regulatory processes. Submissions that have been made public on the Inquiry website include contributions from organisations such as the District Court of WA, the Australian Lawyers Alliance and Legal Aid WA. Submissions from individuals and law firms have not been published.
In its own engagement with the Inquiry process, the Board acknowledged the opportunity to participate constructively and has pointed to internal reforms aimed at enhancing stakeholder engagement, service delivery and regulatory performance.
