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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.
  • 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

  • We are conscious your time is valuable however, please be aware that sometimes there may be a delay in court staff answering your call.
  • 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 you 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 phone our Fines Enforcement Registry Contact Centre

  • Our Fines Enforcement Registry Contact Centre will be available Monday to Friday (except public holidays) between 8:30am and 4:30pm on 1300 650 235 or (08) 9235 0235 for mobile/international callers.
  • We actively work to reduce waiting times as we are conscious your time is valuable however, please be aware that in peak periods (particularly 12pm to 2pm), delays are likely.

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 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 a clear language that is understandable and concise.

Help us to deliver better service

Our responsiveness to you will be enhanced if you can:

  • Treat our officers with courtesy and respect.
  • Provide accurate and complete information.
  • Quote any reference numbers you may have when contacting us.
  • Provide a contact number or email address in your correspondence.
  • Work with us to try and resolve problems.
  • Let us know if you have special needs or need help in understanding or accessing our services.
  • Let us know if you need an interpreter to use our services.
  • Give us feedback to help us better understand your needs.

Legal Advice

Court staff can provide information and access to forms, however they are not able to provide legal advice. Only a lawyer can give you legal advice. For example, court staff can explain court rules and procedure, but they cannot suggest which procedure you should follow, they cannot fill out a form for you, tell you what words to use in your court papers or tell you what to say in court. If you need legal advice, you should direct questions to a legal practitioner.


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, send us a letter (or we can post you a reply paid form), or tell us by email, fax or in person. Further details are available under the Feedback section.

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

Last updated: 27-Nov-2017

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