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Department of the Attorney General
Court and Tribunal Services
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Service Standards

The Department aims to provide a court system that is responsive to community needs for access to justice.

Service standards when attending a court building

  • Clear sign posting will guide your movement within the court building.
  • Office opening hours will be clearly displayed.
  • Information such as brochures on the court process will be made available to help customers.
  • Court staff will give information on facilities you may need near the court, such as child minding facilities, parking and refreshments.

Service standards when you are at our court office counter (registry)

  • Court staff will greet you in a courteous and professional manner.
  • Court staff will, if required, discreetly deal with your issue and use private facilities where available.
  • Court staff will try to serve you within 15 minutes at peak periods. Waiting times will normally be shorter during non-peak periods.
  • Court staff will arrange an interpreter to help you in court offices at no cost. If you or your witness need an interpreter in court, you should advise staff ahead of time.

Service standards if you phone our court office

  • Court staff will try to answer the call within five rings or less.
  • Court staff will greet you in a friendly manner and identify their name or position when dealing with your inquiry.
  • Court staff will help with your inquiry as much as possible, however if complete information is not available at the time, we will call you back as soon as possible.
  • If the person you need is not available when you phone, another staff member will try to assist with your inquiry or arrange for the requested person to call back as soon as possible.
  • Court staff can arrange for assistance to interpret the telephone conversation when dealing with the court office.

Service standards if you write to us

  • Court staff will reply to or acknowledge your correspondence as soon as possible, but try to meet a 10-working-day time frame.
  • Our letters will identify the writer's name and or position, the address of the court office and a direct phone extension number should you need to contact the writer.
  • Letters will be in clear language that is understandable and concise. If things go wrong, the court office will display prominently the name or position of the person at the court who will deal with any customer complaint. This officer can also explain the procedure to lodge a formal complaint, if necessary. Court staff will try to resolve any customer issue in the shortest time frame and explain how the matter will be rectified in the future. Court staff are not able to provide legal advice. You should direct questions to a legal practitioner.

Legal Advice

Please note court staff are unable to provide legal advice.

Feedback

The Department welcomes feedback which we regularly evaluate to see how we can further improve the services we provide to the community.

Feedback can be provided to the Department in several ways. Visit our feedback page, fill in the free post form in the ‘We Welcome Your Feedback’ brochure, send us a letter or fax or tell us by email or in person.

Your feedback is managed in accordance with the Department’s Customer Feedback Management Policy.


Last updated: 8-Jun-2016

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