This month’s installment of Tips for Professional Conduct focuses on the importance of keeping records of all communications with clients.
Keeping accurate and up-to-date records is essential for licensees to protect themselves legally and meet their professional obligations. This applies to all clients, whether they pay or receive pro bono services.
In the event of a complaint, a record of all communications between the licensee and the client should be available.
All forms of communication with or about a client must have a record, including e-mails, text messages and WhatsApp messages. For verbal discussions, such as phone calls, in-person meetings or video chats, licensees should take notes and follow up in writing.
As outlined in the Code of Professional Conduct Interpretation Guide, record keeping is critical to tracking the progress of tasks detailed in the service agreement. Licensees should also familiarize themselves with the Client File Management Regulation, which explains how to manage a client file.
To stay compliant, licensees must make sure client files are updated with communications immediately after they happen. These files must be kept for a minimum of 6 years after the file is closed.
RCICs and RISIAs must abide by the Code of Professional Conduct, which sets out the required standards of professional conduct and competence.