A good communication arrangement makes it easier to understand what has happened, what remains uncertain and what you need to decide. Different matters require different update patterns. Ask for an arrangement that fits the work rather than assuming every silence means nothing is happening or every email requires an immediate response. These prompts help you organise the relationship without setting a universal response standard.
01 / Practical step
Agree on the normal update pattern
Ask who sends updates, what events trigger contact and when you should expect to hear about the next stage. Establish the preferred channel and a separate route for urgent developments. If you need an interpreter, accessible format or a safe contact arrangement, explain that early. Ask whether routine communication is included in the agreed fee or charged separately. Record the arrangement in a place you can find before following up, so you can distinguish a missed update from one that was never scheduled.
02 / Practical step
Send instructions that distinguish questions from decisions
Begin a message with its purpose: information for the file, a question, a request for advice or an instruction you are giving. Identify the relevant document version and keep separate subjects in short sections. If you are deciding between options, ask the lawyer to explain the consequences you do not understand before treating your preference as a final instruction. The aim is to make your message unambiguous, not to replace a conversation when the decision is complex.
03 / Practical step
Keep a simple action record
Use three headings in your private notes: office action, my action and decision waiting. For each item, record who is responsible, what is needed and the date that was actually agreed. Leave an unconfirmed date blank and ask about it. This record is a reminder rather than a legal deadline calculator. When a new document arrives, let the office know promptly through the agreed channel; do not assume it has received the same information from someone else.
04 / Practical step
Ask for an explanation you can use
If an update is unclear, identify the part you do not understand. Useful questions include: ‘Does this change the next step?’, ‘Is a decision needed from me?’ and ‘Will this change the scope or estimated cost?’ Ask for unfamiliar terms to be explained in the context of your matter. Repeat your understanding in your own words and invite correction. This often produces a more useful answer than asking for a general progress report when a specific decision is causing concern.
05 / Practical step
Raise concerns with a concrete example
The Victorian regulator identifies communication breakdowns as a common source of complaints and encourages concerns to be addressed. Prepare a concise account of what was expected, what happened and what clarification you need. For example, identify the promised update and ask when it can be provided. Ask the office about its process for resolving concerns if the first discussion does not help. For an issue about rights, costs or professional conduct, use the appropriate jurisdiction's regulator; this guide does not determine a complaint or any time limit.
06 / Practical step
Use a clear follow-up message
Original preparation example: ‘At our last meeting, I understood that the next step was review of the revised draft. Please confirm whether you have the version dated 14 August, whether you need anything else from me and when we should discuss the result. If the new material changes the scope or estimate, please explain that before further work is agreed.’ Adapt the wording to the facts. Avoid adding sensitive detail to a message until you are using the office's confirmed channel.
- Reference the agreed next step.
- Identify the information or decision that is missing.
- Ask about any scope or cost change.
- Record the answer and who will act.
Sources and scope
The linked sources support the official context. Our comparison examples and preparation frameworks are original editorial tools. Examples are illustrative, not reports of client matters.
- VLSB+C — tips to handle a dispute ↗
Victorian guidance on raising concerns and practical implications of changing lawyers. It does not determine the position in an individual matter. Link and context checked .
- VLSB+C — get your lawyer’s costs in writing ↗
Victorian consumer guidance on written cost information and changes; confirm the rules applying to your engagement. Link and context checked .
General preparation information. No individual legal assessment or professional legal review is claimed. How this content is prepared →