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Professional Changes
Client Feedback
We contact LRIS clients to follow up on how our service has worked for them. This enables us to monitor case status, client satisfaction, and client fees paid to date. We document and crossreference information gained in the surveys, which have assisted LRIS in reconciling occasional discrepancies in client reporting compared to attorney reporting due to simple oversights.
If you ever have questions concerning whether a client was referred to you, or what you have paid in the past towards an LRIS case, please give us a call at any time.
Client Complaints
If the LRIS receives a client complaint through either response to client survey, phone call or letter, the LRIS Administrator will first attempt to determine whether the LRIS referred client retained the LRIS panel member to whom they were referred.
It is the goal of the LRIS to support its panel members in their practice while also ensuring that the LRIS is providing a quality public service. In this light, we do not seek to become involved in the attorney-client relationship, but rather hold to the goal of ensuring we provide consistent and quality referrals and that panel members are aware of and adhere to the Policies and Procedures of the Service.
Should the client’s concerns be serious and persistent, the LRIS Administrator will send the client a letter explaining the formal LRIS complaint process. Once formal complaint is received, the LRIS staff will send acknowledgment letter to the client and forward a copy of the complaint to the LRIS panel attorney for response.
When received, the attorney’s response will be reviewed along with the original client complaint by the LRIS committee co-chair(s). The chair(s) may decide to involve other LRIS committee members in discussion and may follow up as individuals or a body with any additional questions. The LRIS committee co-chairs and members will base decisions based on the LRIS Policies and Procedures, common sense, experience, and the By-Laws, rules and regulations of the Knoxville Bar Association and the Rules of the Tennessee Supreme Court, including the Rules of Professional Conduct.
The LRIS co-chair(s) will inform the LRIS Administrator and KBA Executive Director of their decision and recommendation relative to the complaint, which should be based on Sections VIII, XI and X of the LRIS Policies and Procedures.
