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Complaining to the Legal Services Commissioner: costs disputes and conduct complaints by state

Which body handles complaints about lawyers in each Australian state and territory, the difference between costs disputes and conduct complaints, time limits and what outcomes are possible.

Updated · 4 min read

Complaining to the Legal Services Commissioner: costs disputes and conduct complaints by state

Every Australian state and territory has an independent body or a law society that handles complaints about lawyers. In NSW it is the Office of the Legal Services Commissioner, in Victoria the Victorian Legal Services Board + Commissioner, in Western Australia the Legal Practice Board, and in Queensland the Legal Services Commission. Complaints fall into two types: a costs dispute (you disagree with the amount of a bill) and a conduct complaint (the lawyer's behaviour may fall below professional standards, which can include gross overcharging or failing to disclose costs). Costs disputes have short time limits, generally 60 days in the Uniform Law states, so lodge early and keep paying attention to the bill while the complaint runs. The service is free to consumers.

This guide is part of how to dispute a legal bill.

Who to contact

JurisdictionComplaints bodyLaw that applies
NSWOffice of the Legal Services Commissioner (OLSC)Legal Profession Uniform Law
VictoriaVictorian Legal Services Board + Commissioner (VLSB+C)Legal Profession Uniform Law
Western AustraliaLegal Practice Board of WALegal Profession Uniform Law
QueenslandLegal Services CommissionLegal Profession Act 2007
South AustraliaLegal Profession Conduct CommissionerLegal Practitioners Act 1981
TasmaniaLegal Profession Board of TasmaniaLegal Profession Act 2007
ACTACT Law SocietyLegal Profession Act 2006
Northern TerritoryLaw Society Northern TerritoryLegal Profession Act 2006

If you are unsure which body applies, use the state where the lawyer practises.

Costs dispute or conduct complaint?

Costs disputeConduct complaint
What it is aboutThe amount of the billHow the lawyer behaved
ExamplesHours seem excessive, charges not explained, estimate exceededNo costs disclosure, misleading statements, gross overcharging, not following instructions, delay
Possible outcomes (Uniform Law)Informal resolution, mediation, binding determination within limitsCaution, reprimand, apology, further training, fine, compensation orders, referral for disciplinary proceedings
Time limit (Uniform Law)Generally 60 days after costs payable, or 30 days after a requested itemised billGenerally within 3 years of the conduct, with some discretion

One complaint can include both. The regulator will tell you how it is classified.

The 2026 dollar limits (NSW and Victoria)

The Uniform Law limits for costs disputes are indexed each 1 July. From 1 July 2026, the NSW and Victorian regulators state:

  • Binding determinations of costs disputes: up to $31,440
  • Victoria: if the total bill is more than $314,330, the VLSB+C can attempt informal resolution only
  • Victoria: compensation for proven financial loss of up to $25,000 can be ordered in some consumer matters

Check the body for your state for current figures. Outside these limits, see costs assessment explained.

How a costs dispute usually runs

  1. Lodge the complaint online or in writing with the bill, the costs disclosure, the costs agreement and your correspondence with the firm.
  2. Assessment of jurisdiction. The regulator checks time limits, amounts and whether a court has already dealt with the costs.
  3. Informal resolution. The regulator contacts the firm and tries to reach agreement, sometimes by mediation.
  4. Determination (if available and needed). In NSW and Victoria, within the limits, the Commissioner can decide what is fair and reasonable, sometimes after a costs review by an independent costs lawyer.
  5. Outcome. The determination is binding and can be enforced like a court order in some cases.

Worked example (illustrative)

Priya is billed $12,650 for a will dispute, against a disclosed estimate of $6,000 to $8,000, with no update. She lodges a costs dispute 40 days after the bill was issued. The firm says extra work was caused by the other side's late evidence. In mediation the firm agrees it did not update the estimate and reduces the bill to $9,350. The saving is $12,650 - $9,350 = $3,300. Had mediation failed, the disputed amount ($12,650 minus the $8,000 Priya accepted, so $4,650) was well within the binding determination limit.

What the regulator cannot do

  • Give you legal advice about your case
  • Deal with costs already decided by a court costs order
  • Usually, deal with a costs dispute once the lawyer has started court proceedings to recover the costs (ask, because there are exceptions)
  • Assess a bill item by item in the same way as a formal costs assessment
  • Act for you against the lawyer in court

Tips for a strong complaint

  • Be specific: which items, why, what amount you think is fair
  • Attach the disclosure and point to the gap between estimate and bill
  • Stick to facts and dates, not adjectives
  • Keep paying the undisputed part where possible
  • Note the time limit on your calendar the day you receive any bill

Common causes of complaints are covered in legal cost mistakes to avoid.

Frequently asked questions

Does making a complaint cost anything?

No. Complaints to these bodies are free for consumers. A formal costs assessment through a court does have fees.

Will the lawyer stop acting for me if I complain?

A lawyer may decide the relationship has broken down, but they must not punish you for complaining and must follow the rules on ending a retainer. If the matter is urgent, raise that with the regulator.

Can a business complain?

Yes, about conduct. Commercial and government clients have fewer costs protections, and some costs dispute processes are limited to consumers or smaller clients.

Sources

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