The Supreme Court of Western Australia has a commitment to providing a prompt, courteous and effective registry service to the Western Australian community. The Court recognises that court users and the community can provide it with valuable information and feedback to help it maintain its high standards. The following information is intended to assist those wishing to provide feedback on, make a complaint about, or provide a suggestion for the Supreme Court of Western Australia.
The Supreme Court of WA recently conducted an extensive Customer Survey. Surveys such as these help the Court to understand and improve its work environment and workplace culture. This information is critical to enable the Court to improve the way it serves the community.
Importantly, the key response items have been identified and will be progressively implemented. The Court appreciates the time taken by participants to complete the survey.
If you would like any further information on the Customer Survey responses, please contact the Manager, Customer Support - Roslyn Marocchi on (08) 9421 5354 or email Manager.Customer.Services@justice.wa.gov.au.
A complaint can be made by any person whether or not they are litigants in the Court. When dealing with complaints the Court will, so far as possible, respect and take account of the needs of users, including people with language and cultural barriers and those with low literacy skills or disabilities. Complaints can be made on behalf of a person with a complaint (the complainant), if he or she would experience difficulties doing so.
Anyone has the right to complain about any aspect of the Court's registry services and all complaints will be taken seriously. You cannot, however, use these procedures if you want to complain because you think:
If you do not agree with a decision made by the Court or a judge in your case, you may appeal against that decision to a higher court. In some cases however, an application for leave to appeal may need to be made. Court staff can give you more information about the procedure for lodging an appeal. However, they cannot advise you on whether you should appeal. You may need legal advice to make this decision.
If, however, you wish to provide feedback or make a complaint about a member of the judiciary, it should be made in writing to The Hon the Chief Justice. Complaints about a member of the judiciary will be dealt with in accordance with the Protocol for Complaints against Judicial Officers in Western Australia. If you wish to provide feedback or make a complaint about an associate or orderly, it should be made in writing to either their responsible judicial officer or the associate or orderly to The Hon the Chief Justice.
You can make a complaint:
Any member of staff at the Court may receive your complaint. The Court may request additional information to assist in the resolution of your complaint.
Users of the Court can make oral complaints. If the matter is complex, however, you may be asked to put the complaint in writing.
Complaints can be delivered by post, fax or e-mail. You should send your complaint to the Manager Customer Services at the Supreme Court. If your complaint is made in writing, you will need to include:
Complaints may also be lodged via the Court's web site. Electronic complaints will be acknowledged by email but the formal response to an emailed complaint will be given by post.
The Court does not accept anonymous complaints.
If your complaint is made in person or over the telephone, a member of staff will try to resolve the issue immediately. If your complaint is made in writing, you should receive a formal acknowledgement within 5 working days of receipt of complaint. The acknowledgment will indicate who is responsible for investigating the complaint and provide an indication of the time by which a formal response will be given. Generally we will respond within 10 working days to advise you of the outcome or the progress of your complaint.
A complaint can be withdrawn at any time. Notice to withdraw the complaint should be given to the Manager Customer Services in writing.
A telephone interpreter service is also available by telephoning 131 450 from anywhere in Australia (ask them to contact the Manager Customer Services at the Supreme Court of Western Australia (08) 9421 5354). No fee is charged for this service.
