Feedback and Complaints

    Feedback and Complaints

    The Supreme Court of the Northern Territory is committed to providing high quality registry services that are responsive to the needs of Court users and the general public. We recognise that feedback and complaints provide us with valuable information that can help us to improve our services.

    The following information relates to providing feedback on, or making a complaint about, the registries of the Supreme Court of the Northern Territory, which include the Sheriff’s Office (Darwin), Civil Registry (Darwin), Alice Springs Registry and Library.

    Providing feedback

    To provide feedback about a registry service or staff member working in a registry, you can write to the Registrar of the Supreme Court (Darwin) at Dwnsupcrtreg.Doj@nt.gov.au and the Registrar will ensure your feedback is referred to the relevant area of the Supreme Court.

    If you require a response to your feedback, we will need you to provide your telephone number, email address or postal address.

    If you have difficulties with reading and writing or would like to speak with someone about your feedback you may contact the Civil Registry (Darwin) on (08) 8999 6574 and ask to speak to the Registrar of the Supreme Court (Darwin).

    Making a complaint

    Who can make a complaint?

    A complaint may be made by any person. You do not have to be a party to a matter before the Supreme Court to make a complaint.

    What type of complaints can be made?

    You can make a complaint about any aspect of the Supreme Court’s registry services, which may include making a complaint about the conduct of a staff member working in a registry and/or the processes that the registry follows.

    You cannot make a complaint about the merit of a case that was before the Supreme Court or a judicial officer, including a decision of a Judge, Associate Judge or the Registrar.

    If you do not agree with a decision made by the Court or a judicial officer, you may be able to appeal that decision to a higher Court.  Court staff can give you more information about the procedure for lodging an appeal. However, Court staff cannot provide legal advice. This means they cannot advise you on whether or not you should appeal. You may need to seek legal advice to make this decision and to complete the necessary documentation.

    If you wish to make a complaint about a judicial officer, the appropriate forum for making a complaint is to the Northern Territory Judicial Commission, as set out below.

    How to make a complaint?

    If you wish to make a complaint about the Supreme Court’s registry services, you may write to the Registrar of the Supreme Court (Darwin) at Dwnsupcrtreg.Doj@nt.gov.au

    If your complaint is about the Registrar of the Supreme Court (Darwin) you may write to the Executive Director, Justice Services at CourtMedia.Enquiries@nt.gov.au

    If you have difficulties with reading and writing or would like to speak with someone about your complaint you may contact the Civil Registry (Darwin) on (08) 8999 6574 and ask to speak to the Registrar of the Supreme Court (Darwin), who will document your complaint over the phone or arrange a meeting for this purpose.

    Your complaint should include the following information:

  • your full name;
  • your contact details, including a telephone number, email address or postal address;
  • case name and file number (if applicable);
  • as much detail as possible about your complaint, including any relevant dates and the name/s of those who were involved;
  • any evidence that supports your complaint;
  • whether you have reported the complaint to anyone else; and
  • any action you would like taken to resolve your complaint.

    • Please note, that it is preferable for a complainant to identify himself or herself so that additional information can be obtained if necessary.  A failure to identify yourself may mean the complaint cannot be pursued.

    What response should I expect after making a complaint?

    The Supreme Court is committed to effective complaint management and for this reason aims to respond to your complaint in a fair, transparent and timely manner.

    Your complaint will be managed confidentially in so far that information about the complaint will only be provided to those people who need to know about it, in order for the complaint to be actioned appropriately.

    When you make a complaint, it will be acknowledged as received, either in writing or by telephone, within 5 working days.

    Your complaint will be referred to the appropriate position holder for review and response. For example, if your complaint is about the conduct of a Sheriff’s Officer your complaint will be referred to the Sheriff.

    You should expect to receive a response within 30 working days of making your complaint. The response will be in writing with reasons for the decision that is made.

    Please note that to conduct a thorough review of your complaint, there may be a lot of information to review, including file notes, policies, procedures and legislation. If a response cannot be provided within 30 working days, you will be notified of the delay, and provided with an estimated date for response.

    What if I am not satisfied with the response to my complaint?

    If you are not satisfied with how your complaint was handled, or the outcome, you may request a review of the complaint by writing to the Executive Director, Justice Services at CourtMedia.Enquiries@nt.gov.au

    Usually a staff member at a higher level will review your complaint, including the outcome and any action taken to resolve the complaint.

    If you are not satisfied with the outcome of the review you may be able to seek an external review.

    Can a complaint be withdrawn?

    A complaint may be withdrawn at any time by writing to the Registrar of the Supreme Court (Darwin) at Dwnsupcrtreg.Doj@nt.gov.au or the Executive Director, Justice Services at CourtMedia.Enquiries@nt.gov.au

    Providing feedback or making a complaint about an Executive Assistant or Associate to a Judicial Officer of the Supreme Court of the Northern Territory

    To provide feedback or make a complaint about an Executive Assistant or Associate to a Judicial Officer of the Supreme Court of the Northern Territory, you may write to the relevant Judge. The contact details for Judges chambers are available at https://supremecourt.nt.gov.au/contact-us/judges-chambers

    The Law Society of the Northern Territory deals with complaints about legal practitioners.

    For information in relation to the complaints process please refer to the Law Society of the Northern Territory website at https://lawsocietynt.asn.au

    Making a complaint about a Judicial Officer of the Supreme Court of the Northern Territory

    The Northern Territory Judicial Commission deals with complaints about judicial officers, including Judges and Associate Judges of the Supreme Court of the Northern Territory.

    For information in relation to the complaints process please refer to the Northern Territory Judicial Commission website at https://judicialcommission.nt.gov.au