6. Conflict checking

Before taking instructions and providing advice, you must undertake a conflict check for every person and any additional party to a matter.

To conduct a conflict check, you must confirm the spelling of all parties – do not assume the spelling in CLASS or telephone note/email given to you is correct. Regardless of how simple the spelling may be, please confirm these details.

  • Try partial spellings of the name (for CLASS you must enter at least 2 letters, from any part of the name)
  • Try similar names (e.g. Jo/Joseph, Mary/Maria)
  • Try first or last name only
  • Try putting the names in the opposite fields (i.e. first name in the last name box and visa versa)

When running the details through CLASS, please check a variety of spelling options when checking and allow for common typing and hearing errors, particularly when taking details from the phone.

A potential conflict needs to be checked when:

  • The client you are speaking to is listed in our system as an ‘other party’ or ‘related party’
  • An additional party that the client has mentioned comes up in our system as a ‘client’ or ‘related party’

It needs to be raised with the supervisor immediately. They will decide whether we can assist or not.

Things to look at when a potential conflict arises:

  • Is it the same person? (check DOB)
  • When did we last advise/assist – is it current?
  • Did we provide one-off advice or ongoing work?
  • What was the previous assistance for? Is it the same?

If a potential conflict arises say:

“Can I put you on hold? I just need to check in with the supervisor”

If they cannot hold, ensure you have a way to contact them back.

If we are unable to assist, the Street Law solicitor/worker may want to:

  • apologise for the fact that Street Law cannot assist; and
  • explain that an ethical problem exists and that this means Street Law is unable to provide assistance.

You must:

  • not identify the other party if it is a direct individual conflict; and
  • ensure that you make an appropriate referral.


Ensure that you have provided referral pathways where appropriate.