How are lawyers protected from unfounded complaints by clients?

The Service does not independently determine whether a complaint is justified or unjustified. However, if a client submits a complaint, the dispute may be resolved through an internal conciliation procedure within the Service. If no agreement is reached, the dispute may proceed to mediation. If the dispute is not resolved at the previous stages, it is subject to court consideration. The Service develops procedural evidence (Provable Billing) by implementing systems that create a digital audit trail (chat and call logs, document upload timestamps) to confirm the fact and completeness of the services provided. Lawyers are protected in that, until the final resolution of the dispute, the reserved funds remain held and may be distributed—paid to the lawyer and/or refunded to the client—only by mutual agreement of the parties or by a court decision.