About Us

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

OUR DIRECTOR

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.

UNRIVALLED EXPERTISE / JENNIE'S CAREER

You won’t find a wiser or warmer expert to help you take your practice from good to great.

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.

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.

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.

2007-2010

Complaint Handler - Victorian Legal Services Commissioner

Investigation and prosecutions - disciplinary complaints.

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.

1990-1993

Senior Associate - Property & Commercial law

Tress Cocks & Maddox, Sydney Office.

1988 • DECEMBER

Admitted as a Solicitor of the Supreme Court of NSW

1988-1990

Solicitor - Property & Litigation

Mallesons Stephen Jaques, Sydney Office.

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.

CLIENT TESTIMONIALS

I cannot recommend Jennie highly enough. I approached her feeling anxious and uncertain about my professional circumstances, and she immediately put me at ease. She was compassionate and generous with her time, providing clear, practical advice. I came away feeling reassured and much more confident about my next steps. What particularly stood out was Jennie's genuine care and willingness to go above and beyond to help me, even after our consultation had ended. Her kindness and professionalism exceeded my expectations, and I am incredibly grateful to have found her. Thank you again, Jennie!

Sandra

In legal tech, bridging the gap between a visionary product and its practical execution is crucial. Jennie's advice was instrumental in helping us navigate this journey. From our first meeting, Jennie's intimate understanding of the Australian ethical and regulatory landscape (cultivated through speaking with thousands of Aussie lawyers) was immediately evident. The advice she provides is not just theoretical, but grounded in solving the real-world challenges faced by lawyers and their clients. There is no better person to talk to when ensuring your product is accessible, intuitive, and compliant.

Will
Founder, Habeas.ai (Sydney)

Our Team engaged Jennie to undertake an update and refresh of our engagement process for our valued clients. Jennie’s experience and expertise were invaluable. We feel confident in the product that has been produced that it aligns not just with our values and vision but also meets all of the essential requirements of a client engaging our firm. The presentation provided to staff really assisted in bringing the whole team along the journey. Would highly recommend Jennie’s services to anyone who is in startup or growth phase.

Michelle
Sole principal, Regional Victoria, Family Law

Jennie was easy to work with, efficient and her common sense approach and genuine understanding of the client-lawyer relationship meant that she was easily able to translate what we needed into functional client engagement documents. We cannot recommend Jennie highly enough.

Kate
Principal, Family Law & Criminal Law

As a sole practitioner to me it is a priceless commodity to be able to receive detailed and clear advice delivered in a way that makes me feel like I am chatting with a friend. In my experience Jennie’s service is exactly that priceless commodity! I highly recommend all sole practitioners to include Jennie in their list of ‘go-to people’.

Bonnie-Jean
Lawyer, Holistic Counsellor, FDR Practitioner & Mediator

If you want to make sure you have compliant costs disclosures then, unless you have a good few months to spend researching and drafting your own, Jennie’s service is well and truly worth investing in!

Samantha
NSW Regional – Family Law Practice

I recently engaged Jennie to prepare costs documents for my sole practice, and the entire process was straightforward and easy. I am very happy with the final result and highly recommend The Lawyer's Friend for your compliance documents.

Bec
NSW Sole Practitioner – Criminal Law

I was privileged to not only receive incredible legal advice and services from Jennie, but the kind and generous support she gave along side it. I was facing an incredibly stressful time in my legal career, and Jennie guided me through it with kindness and compassion, and without judgment. I will forever be grateful for her assistance.

Anonymous
Anonymous

Jennie has provided Lawlux with critical advice that’s given us the confidence to bring our Australian-first legal technology to market. Her advice is technically sound, delivered quickly and is overlayed with her invaluable practical insight into the Uniform Law and how it’s enforced. We’re incredibly lucky to have her in our corner.

David
Managing Principal, Lawlux
All Services

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your compliance and client communication.