Practice ManagementMarch 2026 · 9 min read

Client Intake for Ontario Law Firms: Best Practices for 2026

A poor intake process costs Ontario solo lawyers in two ways: missed conflicts that create liability, and poor client information that slows everything down. Here's a step-by-step intake process designed for LSO compliance and maximum efficiency.

Why Intake Is the Most Important Process in Your Practice

Most malpractice claims and LSO complaints start with a failure at intake. The conflict check is either not done or not documented. The scope of the engagement is unclear. The client's expectations were never managed. The limitation period was not flagged.

A systematic intake process prevents all of these. It also makes your practice more efficient: lawyers with a defined intake process spend less time on admin per new client, have fewer scope disputes, and collect retainers faster.

Common intake failures that lead to LSO complaints:

— Conflict check not done before consultation — client reveals adverse information you can't unhear
— Scope of retainer not documented in writing — dispute over what was included
— Limitation period not identified and flagged at intake — client claims you missed it
— Trust retainer not collected before work begins — fee collection problems later
— No written engagement letter — client disputes fees, services, or results

The 6-Step Intake Process for Ontario Law Firms

First Contact & Intake Form

Day 0 · Rule 7.2 — Availability

Capture the prospective client's basic information before the consultation. A web-based intake form (accessible 24/7) captures: full legal name, contact information, opposing party name(s), matter type, brief description of the issue, and how they heard about you. This gives you everything needed to run a conflict check before the call.

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Conflict of Interest Check

Before first consultation · Rule 3.4 — Conflicts of Interest

Before speaking with a prospective client about the substance of their matter, you must check for conflicts. Search your existing client list, matters, and all parties mentioned in prior documents against the new client's name and any known opposing parties. Document that the check was performed and what was found.

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Atticus: Atticus AI checks the new client name and opposing party against all existing clients, matters, and entities extracted from documents — with a severity rating.

Initial Consultation

Day 1–3 · Rule 3.2 — Quality of Service

The consultation serves multiple purposes: you assess whether you can help, the client assesses whether they want to retain you, and you gather the information needed to scope the engagement. Document the consultation thoroughly — either with notes or (with client consent) an audio recording. Key items to cover: facts, timeline, objectives, fee structure, realistic outcomes, and any limitations or concerns.

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Atticus: Record the consultation (with consent). Upload the audio file to Atticus — Whisper transcribes it, and AI extracts all action items, dates, parties, and key facts.

Engagement Letter / Retainer Agreement

Day 2–5 · Rule 3.6 — Fees and Disbursements

The LSO requires that you confirm the terms of the retainer in writing. The engagement letter must include: scope of services, fee arrangement (hourly, flat, contingency), billing frequency, client responsibilities, how communications will work, file retention policy, and circumstances under which you may withdraw. For new counsel relationships, be clear about what is and is not included.

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Trust Retainer Collection

Before work begins · By-Law 9 — Trust Accounting

If you are collecting a retainer to be held in trust, deposit it to your designated trust account immediately upon receipt. Record the receipt against the client's trust ledger. Never begin substantive work until the trust retainer is received and deposited, unless you have a clear fee arrangement and credit relationship.

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Atticus: Record the trust receipt in Atticus — it's immediately reflected in the client's trust ledger and your morning briefing trust summary.

Matter Setup & Document Collection

Day 3–7 · Rule 3.1 — Competence

Create the client file, open the matter with the appropriate type and status, set up initial deadline tracking, and begin collecting documents. Request from the client all documents relevant to the matter using a clear document request list. Upload everything to the matter file as it arrives.

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Atticus: Atticus can send a document request email from the lawyer to the client. The client uploads documents through their portal link — AI processes each file automatically.

What Your Intake Form Must Capture

Your intake form should be completable online before the consultation. Keep it short enough that prospective clients will fill it out (under 10 fields), but complete enough to run a conflict check and assess the matter.

Field	Why It's Needed
Full legal name	Required — for conflict check
Date of birth	For identity verification and minor status
Contact: email + phone	For communications
Company name (if applicable)	For conflict check against corporate entities
Opposing party name(s)	Critical for conflict check before consultation
Matter type / practice area	Helps route to right lawyer if multi-person firm
Brief description of issue	Enough to assess jurisdiction and expertise fit
How they heard about you	Marketing attribution
Urgency (is there a deadline?)	Triage — are there limitation periods in play?
Prior legal advice (Y/N)	Conflict and conflict-adjacent check

Always Check for Limitation Periods at Intake

The intake form should ask whether there is a known deadline or whether the client has been involved in an incident that may trigger a limitation period. This prompts you to run the limitation period check immediately — before you even begin the consultation.

Ontario's general limitation period is 2 years from the date the claim was discovered (Limitations Act, 2002, s. 4). For personal injury or tort matters, the discovery rule can extend this — but the clock often starts earlier than clients realize. Municipal Act s. 44(10) notice requirements (10 days for injuries on municipal property) are especially easy to miss.

At intake, for every new matter:

→ Ask: What date did the triggering event occur?
→ Ask: Has the client sought legal advice before?
→ Run the limitation period calculator for the applicable proceeding type
→ Add the calculated deadline to your tracker immediately
→ Note the limitation period assessment in the engagement letter

Use the free Ontario limitation period calculator to check all applicable periods. It covers the Limitations Act, Construction Act, Municipal Act, and special rules for minors and sexual assault claims.

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