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Client Assistance Program

The Client Assistance Program (CAP) serves the public and members of the Bar. Individuals contact CAP with their questions or issues about legal situations, seeking information, complaints about attorneys and communication problems between clients and attorneys. CAP provides information, possibly contacts the attorney or suggests other ways of dealing with the situation.

The State Bar of Georgia is prohibited from intervening in cases, interpreting laws or rules, giving any legal advice and referring persons to individual attorneys. CAP does not have “in person” meetings; all of CAP’s actions are handled by telephone, letter and email. No original documents should be sent to CAP.

CAP tries to help solve problems by improving lawyer-client communications and resolving conflicts through informal methods. Filing a grievance may not solve a client’s problem, so CAP works to find other options. There are, of course, situations in which grievances are necessary.

In addition to clients, CAP also helps lawyers by facilitating communication between lawyers and their clients. Most problems with clients can be prevented by returning calls promptly, keeping clients informed about the status of their cases, explaining billing practices, meeting deadlines and managing a caseload efficiently.

Typical Problems and What the Client Assistance Program Does to Help

CAP cannot refer callers to individual lawyers but will suggest they call their local voluntary (non-regulatory) bar association or a lawyer referral service.
CAP may suggest that the client send the attorney a letter or an email to express his or her concerns. If that fails to get a reasonable response, CAP may possibly contact the attorney on the client’s behalf.
CAP may suggest that the client send the attorney a letter or an email to express his or her concerns. If that fails to get a reasonable response, CAP may possibly contact the attorney on the client’s behalf.
CAP suggests that the client contact the attorney and try to work things out. If that is not successful, CAP suggests that the client send the attorney a letter or an email which includes the following: a dated statement of dismissal, along with a request for the return of the client’s entire original file, an itemized statement and a request for the return of any unearned attorney fees.
After a client has tried unsuccessfully to get the file back, CAP may contact the lawyer to explain that the client needs the file in order to pursue the active case.
Clients are advised to contact the clerk of the trial court to request transcripts.
Clients are advised to contact the court. The court, not the State Bar of Georgia, appoints attorneys. The Bar has absolutely nothing to do with the appointment of attorneys.
CAP refers the client to the Judicial Qualifications Commission, which deals with complaints concerning judicial misconduct.
CAP will request that a grievance form be sent to the client, who should get legal advice about how to recover the funds.
CAP urges the client to look at the fee agreement, find out how much time the lawyer has worked on the case and to look at the file to see what work has been done. If it appears the client is being charged for unnecessary work or work that has not been done, the client should contact the lawyer to work out the fee dispute. If that is not successful, call the State Bar’s Fee Arbitration Program at 404-527-8750 for additional options.
Yes, under certain circumstances. An attorney wishing to withdraw from an active court case should file a Motion to Withdraw. If the court grants the Motion, the attorney may then withdraw. The client’s case must not be jeopardized. Clients are advised to get other legal advice.
CAP lets callers know that the opposing counsel is supposed to be a zealous advocate for his or her client. Clients should get legal advice about how to respond to the demand for payment, particularly if the amount in question is disputed. Find out about the Fair Debt Collection Practices Act and what can be done to make bill collectors stop calling. Suspected violations of the FDCPA should be reported to the Federal Trade Commission.
CAP refers clients to local (non-regulatory) bar associations, which can give them names of attorneys who handle such cases. Legal malpractice is a matter for the courts, a civil action, not for the State Bar.
CAP advises callers that such behavior is not condoned and is unprofessional, but it does not violate the Georgia Rules of Professional Conduct that govern the practice of law in Georgia.
While the State Bar does not have jurisdiction over claims of ineffective assistance, CAP can refer callers to other agencies that may provide assistance in such situations.
Clients should review their contract with the attorney. In most circumstances, CAP tells callers that lawyers must return any unearned fee when they are discharged or withdraw. A client should ask for an itemized bill and return of the unearned fee when the attorney is discharged.
Once CAP receives a certified copy of an order by a Georgia Court pursuant to O.C.G.A. § 19-6-28.1, CAP will notify the lawyer of the suspension of his or her license to practice. The suspension will be lifted once certain requirements are met.

Contact the Client Assistance Program

CAP@os-tw.com | 404-527-8759

Pertinent Bar Rules

Part XII

The Client Assistance Program enforces:
Rule 1-209


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