Legal

Matter Assessment Terms

Last updated: 26 July 2026

These Matter Assessment Terms apply when you book and purchase a Concillex Matter Assessment.

The service is supplied by Concillex Pty Ltd ABN 37 694 078 067, trading as Concillex.

By completing your booking and confirming that you accept these Terms, you agree to be bound by them.

1. About the Matter Assessment

A Matter Assessment is an initial, one-off consultation intended to help you better understand:

• what has happened;
• what process may be involved;
• whether any immediate issues or deadlines require attention;
• the practical risks and considerations arising from the situation;
• the options that may be available to you;
• whether Concillex may be able to provide further assistance; and
• whether you should seek assistance from a lawyer or another specialist provider.

The Matter Assessment will be conducted by a Concillex Representative by video conference or telephone and will run for approximately 30 minutes.

The assessment may include reasonable preparation based on the information you provide before the appointment.

2. What the Matter Assessment includes

The Matter Assessment may include:

• reviewing the general information submitted with your booking;
• discussing the background and current status of the matter;
• identifying relevant practical issues, processes or approaching deadlines;
• helping you understand the apparent stage of the dispute;
• discussing practical response or dispute-resolution pathways;
• identifying further information that may need to be organised;
• considering whether Concillex may be able to provide further assistance; and
• identifying whether legal advice or another specialist service may be more appropriate.

The precise discussion will depend on the circumstances and the information available within the appointment time.

3. What the Matter Assessment does not include

Unless separately agreed in writing, a Matter Assessment does not include:

• legal advice;
• legal representation;
• advice about your specific legal rights, obligations, claims or defences;
• interpretation of legislation, court decisions, contracts or legal documents;
• an opinion about the legal merits or prospects of a claim;
• court representation or litigation support;
• legal drafting;
• preparing or filing court or tribunal documents;
• urgent applications or legal remedies;
• verification that all information you provide is complete or accurate;
• contacting another party on your behalf;
• preparing a formal response, submission or other document;
• reviewing extensive documents or evidence;
• conducting legal research;
• negotiating or settling the matter on your behalf; or
• ongoing management of your matter.

Concillex is not a law firm and does not provide legal advice or legal representation.

Where the matter appears to require legal advice, legal representation or another specialist service, Concillex may recommend that you contact an appropriately qualified provider.

4. No ongoing engagement

Purchasing a Matter Assessment does not automatically engage Concillex to provide any further services.

Any work after the Matter Assessment must be separately agreed in writing, including:

• the scope of the further work;
• the applicable fees;
• responsibilities and timeframes; and
• any additional service or engagement terms.

Concillex is not responsible for taking action after the Matter Assessment unless that further work has been expressly accepted in writing.

A statement during the assessment that Concillex may be able to help does not itself create an ongoing engagement.

5. Information provided before the appointment

You must provide information that is accurate, complete and not misleading to the best of your knowledge.

Please provide only the information reasonably necessary for Concillex to understand the general nature of the matter before the appointment.

Unless specifically requested, you should not provide:

• extensive document bundles;
• original documents;
• passwords or account-access details;
• payment-card information;
• highly sensitive personal information; or
• information that you are not authorised to disclose.

Concillex may rely on the information you provide without independently verifying it.

The usefulness of the assessment may be affected if relevant information is withheld, incomplete, inaccurate or provided too late for reasonable review.

Concillex is not responsible for an incomplete or inaccurate assessment resulting from information that was not reasonably available to it.

6. Documents

The Calendly booking form is intended to collect a brief overview of your matter. It is not intended for extensive or highly sensitive documents.

You should not send documents unless Concillex has requested them or provided instructions for doing so.

Where documents are requested:

• you must provide them by the stated deadline and method;
• you must identify any particularly important document or approaching deadline;
• Concillex may limit the number or length of documents reviewed as part of the assessment; and
• additional document review may require a separate service and fee.

Submitting a document does not mean that Concillex has reviewed, verified or accepted responsibility for it.

7. Deadlines and urgent matters

You remain responsible for identifying and complying with all deadlines applying to your matter.

Submitting information or booking an appointment does not mean that Concillex:

• has accepted responsibility for a deadline;
• will take action before the appointment;
• has reviewed all information submitted;
• has agreed to act on your behalf;
• has agreed to communicate with another party; or
• can prevent a deadline from expiring.

You should obtain urgent legal or specialist assistance where a deadline, hearing or other event is imminent and waiting for the Matter Assessment may place your position at risk.

Concillex may decline or cancel an assessment where there is not enough time to provide the service appropriately.

8. Conflicts and suitability

Before or during the Matter Assessment, Concillex may determine that it cannot appropriately assist because:

• the matter is outside Concillex’s service scope;
• legal advice or representation is required;
• a conflict or potential conflict exists;
• there is insufficient time before an important deadline;
• the requested assistance would be unlawful or inappropriate;
• the information provided is materially inaccurate or incomplete;
• the matter requires expertise Concillex does not hold;
• your requested outcome is not reasonably capable of being supported by Concillex; or
• another provider is more appropriate.

If Concillex determines before the appointment that it cannot appropriately provide the Matter Assessment, Concillex may cancel the booking and provide a full refund.

If the Matter Assessment is conducted and its outcome is that you need a lawyer or another provider, this does not ordinarily entitle you to a refund. Identifying the appropriate pathway is part of the Matter Assessment service.

9. Fee and payment

The fee for the Matter Assessment is $90.00, including GST.

Payment is required in full at the time of booking. The appointment is not confirmed until payment has been successfully processed.

The displayed price includes compulsory taxes and charges. Australian pricing guidance requires advertised consumer prices to show the total amount, including GST and other compulsory charges.

Payments are processed through Stripe. Concillex does not directly store your complete payment-card details.

You are responsible for ensuring that:

• the payment information provided is correct;
• you are authorised to use the selected payment method; and
• sufficient funds are available.

A receipt or tax invoice will be provided following payment.

10. Rescheduling by you

You may reschedule the appointment once without an additional fee by providing at least 24 hours’ notice through the Calendly rescheduling link.

The rescheduled appointment must ordinarily take place within 30 days of the original appointment date.

A request to reschedule made less than 24 hours before the appointment is subject to Concillex’s discretion. Concillex may:

• approve the request;
• treat the request as a cancellation under clause 11; or
• require you to make and pay for a new booking.

Any second or subsequent request to reschedule is subject to Concillex’s discretion and may require a new booking and payment.

The cancellation terms in clause 11 apply to a rescheduled appointment.

11. Cancellation by you

If you cancel the appointment at least 24 hours before its scheduled start time, Concillex will refund 50% of the Matter Assessment fee.

If you cancel less than 24 hours before the scheduled start time, the fee is non-refundable, except where:

• required by law;
• Concillex agrees otherwise; or
• exceptional circumstances reasonably justify a different outcome.

The amount retained reflects reasonable preparation, administration and appointment time reserved for the assessment.

Concillex may waive or reduce the cancellation charge in exceptional circumstances at its discretion.

Nothing in this clause excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

12. Late attendance and failure to attend

You should attend the appointment at the scheduled time.

Video appointments

Concillex will ordinarily remain available in the video meeting for the first 10 minutes after the scheduled start time.

If you have not joined within 10 minutes and have not contacted Concillex, you may be treated as having failed to attend.

If you join late:

• the appointment may still finish at its original scheduled time; and
• the full fee will remain payable.

Telephone appointments

For a telephone appointment, Concillex will make up to three attempts to contact you using the telephone number supplied during booking.

These attempts will be made during the first 10 minutes of the scheduled appointment.

If Concillex cannot reach you after three attempts and you have not contacted Concillex, you may be treated as having failed to attend.

You are responsible for:

• providing the correct telephone number;
• being available to answer at the scheduled time;
• ensuring your device can receive the call; and
• advising Concillex promptly if technical or reception issues arise.

No-shows

If you fail to attend, the full fee will be retained.

A request made after the appointment start time to reschedule a missed appointment is subject to Concillex’s discretion.

Concillex may:

• allow the appointment to be rescheduled;
• require payment of an additional fee; or
• require a new booking and full payment.

No reschedule is guaranteed after the appointment start time.

If Concillex is responsible for a significant delay or cannot provide the appointment, clause 13 applies.

13. Cancellation or rescheduling by Concillex

Concillex may need to cancel or reschedule an appointment because of:

• illness or emergency;
• technical failure;
• conflict concerns;
• new information affecting suitability;
• circumstances outside Concillex’s reasonable control; or
• another reasonable operational issue.

Where this occurs, Concillex will offer:

• a replacement appointment at a mutually suitable time; or
• a full refund if a replacement appointment is unsuitable or cannot be provided within a reasonable time.

Concillex will not retain payment for a Matter Assessment it knows it cannot supply, subject to any rights and obligations applying under Australian law.

14. Appointment technology

The Matter Assessment may be delivered using Zoom, another agreed video-conferencing platform or telephone.

You are responsible for:

• having a reliable internet or telephone connection;
• using a suitable device;
• testing your access where reasonably necessary;
• ensuring that you can access the meeting link;
• using an accurate email address and telephone number; and
• joining from a private and appropriate location.

If a technical issue materially prevents the appointment from proceeding, the parties will make reasonable attempts to reconnect.

Where reconnection is not reasonably possible, Concillex will determine whether it is appropriate to:

• continue by telephone;
• extend the appointment;
• reschedule the remaining time; or
• arrange another reasonable remedy.

The outcome will depend on the cause and circumstances of the technical issue.

15. Confidentiality and legal professional privilege

Concillex will handle information received from you with reasonable care and in accordance with its Privacy Policy and any applicable confidentiality obligations.

However:

• Concillex is not a law firm;
• communications with Concillex are not automatically protected by legal professional privilege;
• sending information does not create a solicitor-client relationship;
• an initial booking does not prevent Concillex from declining the matter; and
• Concillex may be required to disclose information where required by law.

You should obtain legal advice before providing information where legal professional privilege or another legal protection may be important.

16. Recording and automated tools

Neither party may audio-record, video-record or use an automated transcription service during the appointment without the prior agreement of all participants.

Concillex may make written notes for the purposes of:

• preparing for and conducting the assessment;
• recording key information or next steps;
• maintaining appropriate business records; and
• considering whether further services may be offered.

A client must not publish, distribute or reproduce a recording or transcript of the appointment without Concillex’s prior written permission.

17. Outcomes and decisions

Concillex does not guarantee:

• that the matter can be resolved;
• that another party will agree with your position;
• that a regulator, tribunal, ombudsman or decision-maker will accept a particular argument;
• that the matter will not escalate;
• that legal proceedings will not occur;
• that Concillex will accept further work; or
• any particular financial or non-financial outcome.

You remain responsible for deciding what action to take after considering the information discussed during the Matter Assessment.

Any observations made by Concillex are based on:

• the information available at the time;
• the time available for the appointment;
• the practical dispute-resolution context; and
• Concillex’s experience.

They are not legal advice.

18. Your conduct

You must communicate with Concillex respectfully.

You must not use the service:

• for an unlawful, dishonest or misleading purpose;
• to harass, threaten or improperly pressure another person;
• to conceal material information;
• to obtain assistance that Concillex is not authorised to provide;
• to further fraudulent, abusive or vexatious conduct;
• to improperly access or disclose another person’s information; or
• in a manner that places Concillex, its personnel or another person at unreasonable risk.

Concillex may end the appointment if serious misconduct occurs.

Any refund will depend on:

• the circumstances;
• the seriousness of the conduct;
• the work already performed;
• the appointment time already used; and
• applicable law.

19. Privacy and third-party services

Concillex handles personal information in accordance with its Privacy Policy.

Concillex may use third-party providers to deliver the Matter Assessment, including:

• Calendly for scheduling;
• Stripe for payment processing;
• email and document-storage providers;
• website-hosting providers; and
• Zoom or another video-conferencing provider.

Those providers may separately collect and process information under their own terms and privacy policies.

By booking, you acknowledge that information reasonably required to schedule, process and deliver the service may be provided to those platforms.

20. Consumer rights

Nothing in these Terms excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified, including rights available under the Australian Consumer Law.

Services supplied to consumers may carry guarantees relating to due care and skill, fitness for a stated purpose and supply within an agreed or reasonable time.

Where the Matter Assessment does not meet an applicable consumer guarantee, you may be entitled to an appropriate remedy depending on the circumstances and seriousness of the issue.

The cancellation, refund and no-show provisions in these Terms do not limit any remedy that must be provided by law.

21. Complaints

Questions or complaints about a Matter Assessment should be sent to: info@concillex.com.au

Please include:

• your name;
• the appointment date;
• a brief description of the concern; and
• the outcome you are seeking.

Concillex will aim to:

• acknowledge the complaint within 5 business days; and
• provide a substantive response within 14 business days.

If additional time is reasonably required to investigate or respond, Concillex will explain the delay and provide an updated timeframe.

Nothing in this clause prevents you from contacting an appropriate consumer-protection body or exercising another right or remedy available to you.

22. Governing law

These Terms are governed by the laws of Queensland, Australia.

You and Concillex submit to the courts and tribunals having jurisdiction in Queensland, subject to any right you may have to bring a matter in another jurisdiction under applicable law.

23. Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be read down to the extent necessary to make it valid and enforceable.

If it cannot be read down, it will be removed to the minimum extent necessary.

The remaining provisions will continue to apply.

24. Changes to these Terms

The version of these Terms displayed and accepted when you complete the booking applies to that booking.

Concillex may update these Terms for future bookings, including changes to:

• the price;
• duration;
• service inclusions;
• booking process;
• cancellation and rescheduling rules;
• third-party providers; or
• business practices.

Changes will not retrospectively alter an existing confirmed booking unless:

• you and Concillex agree;
• the change benefits you; or
• the change is required by law.

25. Contact details