4.2.2 Civil complaints and disputes
(1) A civil complaint is a complaint about conduct to which this Chapter applies, to the extent that the complaint involves a civil dispute.
(2) A civil dispute is any of the following -
(a) a dispute (costs dispute) in relation to legal costs not exceeding $25 000 in respect of any one matter - ...
(b) a claim that a person has suffered pecuniary losses as a result of an act or omission by a law practice or an Australian legal practitioner in the provision of legal services to the person, other than loss in respect of which a claim lies against the Fidelity Fund;
(c) any other genuine dispute between a person and a law practice or an Australian legal practitioner arising out of, or in relation to, the provision of legal services to the person by the law practice or practitioner.
(3) A civil complaint may be made about the conduct of a law practice or an Australian legal practitioner.
4.2.5 To whom is a complaint made?
A complaint is to be made to the Commissioner.
...
4.2.14 Compensation orders
(1) A compensation order may not be made in respect of any loss for which the complainant has received, or is entitled to receive, compensation under an order made by a court or tribunal or a payment from the Fidelity Fund.
(2) A compensation order does not affect the right of a complainant to recover damages for pecuniary loss, but a court in making an award of damages must take the compensation order into account.
...
4.2.16 Ex gratia payments to complainants
(1) Subject to this section, the Commissioner, after consultation with the chairperson of the [Legal Services Board], may pay a complainant an amount determined by the Commissioner as compensation for pecuniary loss suffered as a result of the conduct of a law practice or an Australian legal practitioner, if the Commissioner considers it fair to do so.
...
(3) In deciding whether or not to make a payment under sub-section (1) to a complainant, and the amount of any such payment, the Commissioner may take into account -
(a) whether or not the law practice or Australian legal practitioner has ceased engaging in legal practice; and
(b) the financial position of the practice or practitioner.
(4) Nothing in sub-section (3) limits the matters the Commissioner may take into account in making a decision under subsection (1).
...
4.3.2 Effect of complaint on other proceedings
(1) Subject to sub-section (2) -
(a) a law practice or an Australian legal practitioner must not commence proceedings in relation to the subject-matter of a civil dispute between a person and the practice or practitioner after the practice or practitioner has received notice under section 4.2.8 of a civil complaint about the conduct of the practice or practitioner in respect of the dispute;
...
(c) a complainant must not commence proceedings against a law practice or an Australian legal practitioner in relation to the subject-matter of a civil dispute with the practice or practitioner after the complainant has made a civil complaint about the conduct of the practice or practitioner in respect of the dispute -
until the complaint is determined or dismissed and any appeal rights are exhausted.
...
4.3.17 What may the Tribunal order?
(1) The Tribunal may make any one or more of the following orders in relation to a civil dispute that is the subject of an application -
(a) an order that the law practice or Australian legal practitioner, or any law practice of which the practitioner is an associate, pay to the complainant as compensation a specified amount not exceeding $25 000 within a specified time ("compensation order");
(b) in a costs dispute - ...
(c) an order that the law practice or Australian legal practitioner, or any law practice of which the practitioner is an associate, waive or repay the whole or a specified part of legal costs charged to the complainant for any specified legal services;
(d) an order that the law practice or Australian legal practitioner, or any law practice of which the practitioner is an associate, provide specified legal services to the complainant either free of charge or at a specified cost;
(e) an order that the law practice or Australian legal practitioner, or any law practice of which the practitioner is an associate, waive any lien held over documents belonging to the complainant and deliver the documents to the complainant within a specified time;
(f) any other order the Tribunal thinks fit.