The Family Court and the Federal Magistrates Court have voluntarily adopted the International Framework for Court Excellence. In the search for ‘excellence’ in delivery of customer service it is important to consider the needs and perceptions of all court users. One of the key initiatives to better understand the needs and perceptions of court users has been the development of this user satisfaction survey.

The intention is that the research will provide robust measurement of users’ perceptions of their court visit and experience that can be re-evaluated on an ongoing basis to determine if satisfaction levels are changing and to identify any areas for improvement.

The findings of the research are presented in this report. This document has been prepared for both internal court use and externally by relevant stakeholders.

The user survey involved 13 family law registries where judicial officers are resident. It was undertaken by volunteers who interviewed a sample of 1322 court users. It has qualitative and quantitative elements.

The demographic of the interviewee, excluding lawyers and paralegals, considered age, gender, income, language, education and marital status. The demographic provided a clearer profile of the interviewee but had little impact on the research findings of the interviewee’s court experience.

For further information or to get paper copies of this document sent to you, call 1300 352 000, or visit a family law registry near you.