Whether it's dealing with a regulatory challenge or proactively strengthening your practice, we enable you to grow and thrive.

Meet The Lawyer’s Friend, Jennie Pakula
While Jennie has had many reputable titles in her career, ‘peacemaker’ seems most appropriate.

Imagine for a moment, being privy to 15,000 client complaints made against law firms.
When you pair three decades of legal regulation insights and various leadership roles in complaint management, legal innovation and consumer engagement, the word ‘experienced’ doesn’t quite reflect how remarkable Jennie Pakula’s expertise is.
Her clients deeply value her wise, calm and practical counsel when they're dealing with stressful and uncertain regulatory processes.
They also value her help in building on the vital foundations for establishing clear communication and non-stifling compliance safeguards. This enables them to significantly strengthen their client relationships, not simply avoid complaints.
You’ll soon understand that Jennie is not only a rare, but contagiously calm adviser and sounding-board.
You won’t find a wiser or warmer expert to help you take your practice from good to great.
1988 • DECEMBER
Admitted as a Solicitor of the Supreme Court of NSW
1988-1990
Solicitor - Property & Litigation
Mallesons Stephen Jaques, Sydney Office.
1990-1993
Senior Associate - Property & Commercial law
Tress Cocks & Maddox, Sydney Office.
1994-2006
Ethics Solicitor - NSW Law Society
Hundreds of ethics enquiries with NSW Solicitors. Prepared ethics disputes for resolution by the Ethics Committee. CPD and papers on ethical issues (some of which are still popular with students!). First iteration of the Client Capacity Guidelines.
2007-2010
Complaint Handler - Victorian Legal Services Commissioner
Investigation and prosecutions - disciplinary complaints.
2010-2018
Manager, Assessment & Resolutions - Victorian Legal Services Commissioner
A whole new approach to complaint handling - I devised and managed our rapid resolution team for quick and effective resolution of minor complaints. I triaged 14-15000 client complaints. Many policy initiatives and research into supervision of junior lawyers and the first iteration of the Compliance Auditing program. Wide experience across the functions of the Board and Commissioner. Numerous educational presentations and articles.
2018-2023
Manager, Innovation & Consumer Engagement
The Innovation In-box - helping lawyers who want to do things differently. Deep dive research into the root causes of costs complaints. Guidance on AI in the profession, pricing innovation, converting to digital record keeping and innovation generally. Inauguration of the Consumer Panel. Commissioning research into lawyers' pricing strategy and consumer experience of legal services (now the LULU survey). Vulnerable consumers strategy. Numerous articles and presentations.
2024 - PRESENT
Principal, The Lawyer's Friend.
Supporting and servicing small-medium practice owners, as both a Lawyer and highly experienced Compliance/Client Communications Consultant.
To encourage ethical leadership in law practices.
In your legal practice, you help get people through some of their most difficult problems. You help them through a divorce settlement, perhaps survive a criminal prosecution and even help them set a business on a secure legal footing.
But sometimes it’s you who needs some help. We want to see your legal expertise supported with safeguards and soft skills that enhance the human side of law: clarity and confidence shining in your client relationships.
See how we can enable you to enhance your compliance and client communication.
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