October 24, 2022
We’re changing expiry dates on certificate offers to reduce client stress and wait times for a lawyer.
Sometimes the smallest changes can have the biggest impact. Starting November 7, we’re changing the expiry timeline on certificate offers from three working days to two. This process improvement will reduce client wait times for a lawyer, with the added benefit of reducing their stress levels. The faster they know who their lawyer is, the faster they can start to get help.
Currently, a certificate offer takes three working-days to expire if not accepted or rejected by roster counsel in that timeframe. In some cases, more than one offer will need to be issued before a roster counsel accepts the client and certificate – and the three working days expiry for that offer can inadvertently create serious delays for our clients in getting counsel appointed.
For example, a first certificate offer issued on Monday at 3:30 p.m. doesn’t expire until Thursday at 3:30 p.m. If the next certificate offer goes out on Friday at 8 a.m., it doesn’t expire until the following week on Wednesday at 8 a.m. A third offer issued on that Wednesday would not expire until the following Monday. That’s almost two weeks of real time waiting for our clients.
As of November 7, we’re reducing the expiry timeline on certificate offers to two working days. So, in the example above, a certificate offer issued on Monday at 3:30 p.m. will now expire on Wednesday at 3:30 p.m. The second certificate offer on Thursday at 8 a.m. expires on the following Monday instead of Wednesday. That’s a reduction of one week of waiting time for LAA clients.
Please be aware that the new two-working day timeline will apply to all areas of law and all types of certificates as of November 7, 2022.
We welcome your questions and comments.
