Updated cost disclosure documents: results of user testing

The Legal Services Council engaged Nature, a strategic insights research company, to assess the usability of updated cost disclosure forms and information sheets for consumers and legal practitioners. The Council developed the updated documents in accordance with recommendations from an independent review of cost disclosure thresholds.

The research involved a survey of over 1,000 consumers and interviews with 30 solicitors and barristers across New South Wales, Victoria, and Western Australia. Key takeouts from the research include the following:

• 85% of consumers agreed that the cost disclosure form clearly and transparently explained the scope of services and provided information they need to make an informed decision.
• Practitioners interviewed for the research described the cost disclosure form as clear, convenient, and easy to navigate, while suggesting opportunities for enhancements.
• Consumers and practitioners viewed the information sheets as practical, user-friendly resources that support comprehension of the cost disclosure forms.
• Younger consumers and those from low-income households were more likely to experience difficulties in understanding the cost disclosure form.
• Opportunities to improve the cost disclosure forms were identified by both consumers and practitioners, including greater flexibility for different matter types, clearer explanations of cost and billing, less reliance on legal jargon by practitioners, and better alignment with existing practitioner workflows.

The report is available here (PDF, 3.0 MB).

In light of the research findings, the Council will be undertaking targeted consultation on implementing several recommendations arising from the independent review of cost disclosure thresholds. These recommendations include amending the Uniform General Rules to adjust the lower and upper cost disclosure thresholds, expand the list of commercial and government clients in the Uniform General Rules to include three new classes of persons, and require regulatory authorities and professional associations to issue guidance on the importance of keeping records of compliance with the cost disclosure requirements.