Client Communication Policy
At Edwin Lee & Partners, clear and prompt communication is the cornerstone of our client relationships. We understand that effective legal counsel requires timely responses, but we also operate with the professionalism and rigor necessary to deliver high-quality, focused legal work.
This guide outlines our commitment to responsive communication, sets clear expectations for lawyer response times during business hours, and details the protocols for escalating truly urgent matters, including when it may be necessary for a lawyer to reply on weekends.
I. Our Weekday-First Commitment
Our primary communication window aligns with standard Malaysian business hours. This focused approach ensures our legal team can dedicate uninterrupted time to complex case strategy, drafting, and research during the workday, delivering maximum value to our clients.
Standard Business Hours (Communication Window):
- Monday to Friday: 9:00 AM to 6:00 PM (Kuala Lumpur Time, excluding public holidays).
All non-urgent inquiries received outside of this window will be logged and addressed promptly at the start of the next business day.
II. Client Communication Service Level Targets
We define our Service Level Targets (SLT) based on the nature and complexity of the inquiry. These targets indicate when a substantive response, or an acknowledgement with an estimated resolution timeline, will be provided.
Communication Priority | Definition of Inquiry | Target Response Time (SLT) |
Standard | General administrative queries, meeting scheduling, routine requests for document status, or non-critical follow-ups. | 2 Business Hours |
Medium | Requests for initial legal advice, document review requiring 1 hour or less, or procedural clarification not impacting a deadline within 72 hours. | 4 Business Hours |
High / Complex | New case strategy discussion, review of lengthy documents (over 5 pages), or urgent advice relating to a non-statutory deadline within 7 days. | 1 Business Day |
Critical / Urgent | See Section III below. Imminent statutory or court deadlines, or crisis events. | 1 Hour (via Escalation Path) |
Note on Business Hours: Response times are measured during the designated Standard Business Hours only. For example, an email/WhatsApp message classified as ‘Standard’ received at 5:00 PM on Friday will have an SLT expiry of 10:00 AM on Monday (1 hour remaining from Friday + 3 hours on Monday).
III. Escalation for Urgent Matters
We recognise that legal emergencies do not adhere to business hours. For matters that are truly Critical and require immediate, out-of-hours attention, we have established a clear escalation procedure.
Defining an Urgent Matter
An issue is considered Urgent only if it involves an imminent, irrecoverable adverse legal or business consequence occurring within 24 hours (or before the start of the next business day) that cannot be mitigated by internal action.
Examples of Critical/Urgent Matters:
- Imminent Court Deadlines: Submissions or appearances required the next morning.
- Regulatory Action: Sudden government authority raids or immediate freezing orders.
- Crisis Management: Active data breaches or cybersecurity incidents requiring immediate legal guidance.
The Escalation Protocol
If your matter is verified as Critical:
- Do NOT use general email: Email systems are not monitored 24/7 by the on-call team.
- Use Dedicated Channel: Initiate contact using the dedicated Crisis Line Number provided in your Letter of Engagement (or the mobile number of the lead Partner/Lawyer if explicitly provided for crisis purposes).
- Immediate Action: The duty lawyer or designated Partner will be notified, aiming for a callback or response within 1 hour to triage the situation and initiate action.
IV. Sensible Exceptions: Can a Lawyer Reply on Weekends/At Nights?
While our commitment is Weekday-First, Edwin Lee & Partners operates with professional responsibility and commitment to our clients’ success.
When a Weekend/Night Reply MAY occur:
- Triage or Pre-Scheduled Work: If a lawyer is already working on a time-critical element of your matter (e.g., preparing for a Monday hearing, managing a live transaction closing), they may choose to send updates or urgent queries outside of business hours.
- Voluntary Discretion: Individual lawyers retain the discretion to attend to or reply to emails/WhatsApp messages in the evenings or on weekends if they feel a quick response is necessary to maintain momentum or alleviate significant client stress.
Crucial Caveat (Non-Commitment): The occasional out-of-hours response should not set an expectation of 24/7 availability. Please assume all communication will be addressed during the next Business Hour window unless you have activated the formal Critical Escalation Protocol. Our firm actively encourages our legal professionals to maintain work-life balance to ensure the highest standards of mental acuity and professional quality when serving your needs.