Our Standards
At Carter Newell, we are in business to service the needs of our clients. Providing high-quality specialised legal services is fundamental to our commitment and dedication to being the best we can be for our clients and ourselves. We believe we can achieve this by assigning a Partner to take responsibility for each client with a 'hands-on’ participation in the issues, both strategically and operationally.
Our management systems describe the CN Way and support our business goal to deliver the best service possible to clients, within a legal practice that is driven to achieve resolution.
We have strict customer service procedures to provide exceptional customer service. This system ensures that immediately on receiving instructions, the matter is assigned to the most appropriately skilled lawyer within the firm to protect the client's interests.
We seek feedback at every opportunity. If our processes identify areas for possible improvement, they are reported through our management system. This system ensures we engender a philosophy of continuous improvement.
Client Audits – File Reviews
Clients are encouraged to regularly provide audit-style feedback on specific file performance. This process provides benchmark-style data that enables us to refine processes, identify critical areas requiring attention and better understand our clients’ business drivers. A thorough analysis and prompt feedback is actioned on receipt.
In addition, we undertake an independent file review process as part of our internal quality assessment. We are regular participants in the BRW-St George Client Choice Awards program, which provides anonymous client feedback in key service categories.
Quality certification
Carter Newell is formally accredited by independent external auditors undertaking annual reviews and triennial accreditation. We were one of the first law firms to achieve ISO 9001:2000 (now upgraded to ISO 9001:2008) certification for our quality management system and the first in Australia to gain LAW 9000:2004 certification for our Legal best Practice Management systems. The LAW 9000:2004 Excellence in Law Framework, recognises the capability and flexibility of our firm to effectively deliver its legal services.
Carter Newell is an accredited supplier to the Queensland State Government - Provider Number: 901.
Q400
Carter Newell was recognised as a leading Queensland company and ranked 145 in the latest publication Q400 - Queensland top 400 companies.
