Money-back legal guarantee

A Perth law firm has introduced a US-style money-back guarantee, saying it is a much-needed service that would improve the image of lawyers and the "old-fashioned, outdated" legal sector.

In what is believed to be an Australian first, HHG Legal will refund a customer's fortnightly bill if they are dissatisfied with the service or believe they have not received value for money.

Principal Simon Creek, who is also a member of the Legal Practice Board, said the measure would address the profession's longstanding failure to focus on customer service.

He said law firms often failed to focus on customer service, mainly because they were not properly trained to run businesses.

But he is expecting a backlash from parts of the profession.

"Some firms will be very critical because - and this is the old-school view - they do not see the profession or law firms as being businesses," Mr Creek said.

"They see them as an old-style profession where you are not meant to discuss things like service levels.

"That is archaic in my view. There is a new breed, a new generation of lawyers, and I think they will see this as a good idea."

Mr Creek said it would help to address negative stereotypes.

"If we are to do whatever we can to change the public perception of lawyers, then this could play a vital role," he said. "We are tarred with an image that was created 50 years ago and we are much better than that today but we have not done much to make that clear to the community."

Mr Creek said the guarantee could represent a considerable saving, with some fortnightly invoices totalling $10,000.

There are four conditions on the guarantee, including having seven days to lodge a complaint about the fortnightly invoice.

One successful claim has been made since the scheme started this month.

Law Society president Craig Slater said it was a measure other law firms could adopt, but he disagreed lawyers did not provide good customer service.