Service level charter for RMIT’s preferred legal services providers

Background/Objectives

RMIT University is a service organisation which provides professional, vocational education and training to individuals and enterprises on a regional and international basis. We provide outcome related research and consultancy services that address real world issues.

The values which characterise RMIT University as a services organisation include client focus, quality processes, practicality and relevance, and ethical behaviour and responsibility. In order to service the University’s clients in a highly competitive environment, the University needs to partner with service providers who are committed to these values. Specifically, the University requires its external legal service providers to commit to the service levels set out below.

Service levels

Communication and reporting

RMIT University needs its external legal services providers to:

  • confirm, upon receipt of instructions from the University, when the advice or other service will be provided and to ensure that such timeframe is complied with;
  • provide at the end of each month a brief status report with respect to the status of any ongoing project;
  • provide advice in a practical, commercial context which non-lawyers can understand;
  • avoid where possible lengthy letters and discussions of case law;
  • respond quickly to any complaints or concerns;
  • nominate a relationship partner to liaise and work with the University on any issues arising from the relationship;
  • treat University staff politely and with courtesy;
  • return telephone calls and emails the same day;
  • advice of any potential conflict of interest and avoid the use of “Chinese walls”.

Financial

RMIT University needs its external legal service providers to:

  • provide an estimate of fees and expenses prior to commencement of a particular project, or where possible, a fixed price quote;
  • advise the University immediately if it becomes apparent that an estimate of fees/expenses is likely to be exceeded;
  • provide regular monthly invoices;
  • provide invoices with itemised attendances and operator details where costs are charged on a time-spent basis;
  • allocate work on a project within the legal service provider’s firm according to expertise (i.e. so that senior operators do not undertake tasks which are more appropriately undertaken by a junior operator);
  • generally be conscious of the University’s need to manage costs, and to offer initiatives as to how cost efficiency can be maintained with respect to a particular project.

Queries in respect of this Charter can be directed to John Lambrick at (03) 9925 3522 or by email to john.lambrick@rmit.edu.au.