Client Service Charter

NSW Courts and Tribunals are committed to providing our clients with a high standard of service. We constantly strive to improve services and foster closer relationships with all clients. This charter is evidence of our commitment to improve our service and communication with you.

The Charter sets out the services NSW Courts and Tribunals provide and the standards you can expect. Your feedback will guide our continued improvement.

Registry Services

We aim to:

Serve you within five minutes of attendance
Acknowledge telephone enquiries within five rings
Process all documents within three days

Information Services

We will provide you with assistance and information about our services, procedures, your case and your options.

We can provide information or a referral to mediation, support or legal services.

Our Service Commitment to You

We will:

Be courteous, respectful and professional
Act honestly, fairly and impartially
Take into account your specific needs
Provide access to our information, services, courts and tribunals
Treat your information and enquiries in confidence and with sensitivity
Make our services faster, simpler and easier to use

Helping Us Help You

We ask you to:

Tell us if you have any specific needs
Let us know if you need an interpreter to use our services
Provide us with all requested information
Treat our staff with courtesy and respect
Not offer gifts, money or other favours to our staff

Contacting Other Services

We may refer you to other services if your situation requires:

Legal assistance, available through LawAccess by Legal Aid NSW on 1300 888 529 (NRS 1300 555 727) or online
Support for victims from the Victims Support line on 1800 633 063
Domestic Violence Helpline on 1800 656 463 (NRS 1300 555 727)