Service Charter
For the Family Court of Australia and
the Federal Circuit Court of Australia
Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
This service charter outlines the standard of service you can expect from the
administrative staff of the Family Court of Australia and the Federal Circuit Court of
Australia and what you can do if you are not happy with the service you have
received. It also outlines your responsibilities as a client of either court. This Charter
does not relate to the work that is performed by judges.
The Family Court of Australia
The Family Court of Australia is a superior court of record created by the Family Law
Act 1975. The Family Court deals with the most complex family law disputes,
including those involving serious allegations of physical and sexual abuse.
The Court’s purpose is to:
 determine cases with complex law, facts and multiple parties
 cover specialised areas, such as applications pursuant to the Hague
Convention on International Child Abduction, special medical procedures,
child sexual abuse, and international relocation, and
 provide national coverage as the appellate court in family law matters.
The focus of the Court is on helping families to resolve their disputes by agreement
rather than proceeding to a formal hearing by a judge.
The Federal Circuit Court of Australia
The Federal Circuit Court of Australia is a federal court dealing with both family law
and general federal law matters, although most of its work is in the area of family law.
Previously known as the Federal Magistrates Court, it was established with the aim of
providing a simple and accessible alternative to litigation in the superior federal
courts.
The Court’s general federal law jurisdictions include; admiralty, administrative,
bankruptcy, copyright, discrimination and human rights, migration, privacy, trade
practices and consumer protection, and industrial law. The Federal Circuit Court
shares these jurisdictions with the Federal Court of Australia.
In family law, the Court primarily deals with nearly all first instance divorce
applications, applications for parenting and/or property orders and child support and
enforcement issues. The Federal Circuit Court of Australia Act directs the Court to
operate informally and to use streamlined procedures. This complements the
Parliament’s initiatives to encourage people to engage in a range of dispute resolution
processes.
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
Locations
The Family Court of Australia and the Federal Circuit Court of Australia are
independent courts but cooperate to provide streamlined access to the federal family
law system. There are 19 family law registries located throughout every Australian
state and territory except Western Australia which has its own family court. Family
law registries provide services to both the Family Court of Australia and the Federal
Circuit Court of Australia. In addition to sitting in the principal locations, the courts
conduct judicial, registrar and family consultant circuits throughout Australia in
accordance with the schedules published on the websites at www.familycourt.gov.au
and www.federalcircuitcourt.gov.au
The Federal Circuit Court shares registries with the Federal Court for its general
federal law work. There are eight registries, located in the capital cities of all states
and territories. Details and contact numbers for the registries are available from the
Court’s website at www.federalcircuitcourt.gov.au
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
Statement from the Chief Executive Officer
We know you value good service and our aim is to give you the best service we
possibly can.
This service charter outlines the standard of service you can expect from the Family
Court and the Federal Circuit Court; your responsibilities as a client; and what you
can do if you are not happy with the service you have received. It helps us to monitor
our performance and to measure whether we are meeting our commitments to you.
We are required to perform our duties in an impartial and professional manner, being
open and accountable for our actions and having the highest ethical standards. Under
the APS Code of Conduct we will behave at all times in a way that upholds APS
Values.
To find out more, visit www.apsc.gov.au/values or www.apsc.gov.au/conduct.
Richard Foster PSM FAIM
Chief Executive Officer, Family Court of Australia
Acting Chief Executive Officer, Federal Circuit Court of Australia
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
What you can expect from our staff
Our staff will:
 Be courteous, helpful and respectful to your individual needs.
 Respect your rights whether you have legal representation or not and treat all
parties fairly.
 Give you prompt and responsive service.
 Respect your privacy (unless there are legal requirements to disclose
information).
 Deliver services for parties and lawyers in a safe and secure environment.
 Provide information about the interests of the children in parenting matters,
conciliation in property and financial disputes and where appropriate, refer
you to community-based support services.
 Provide accurate up-to-date information that is clear and understandable.
 Assist, where possible, to overcome any personal barriers to a person’s
dealings with the courts – such as distance, physical, hearing or visual
difficulties, or non-English speaking background.
What our staff cannot do
Our staff cannot:
 Give you legal advice, tell you what words to use in your court papers or what
to say in court.
 Tell you whether or not you should bring your case to court.
 Recommend a certain lawyer to act on your behalf.
 Tell you what the decision of the Court will be.
 Interpret, change or enforce orders made by a judicial officer.
 Let you communicate with a judicial officer, other than at the hearing of your
court case.
How you can help us help you
We can provide a better service if you:
 Let us know if you have any particular needs or problems (including telling us
if there is any history or fear of family violence).
 Give us complete and accurate information.
 Let us know if you cannot keep an appointment.
 Attend any hearing unless excused by the Court.
 Use the correct forms, pay the right fees and file material on time.
 Understand that our staff cannot provide legal advice.
 Comply with the Courts’ procedures and any orders made by a judge
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
Your rights and responsibilities
You have a right to:
 Fair and helpful assistance.
 Have your privacy respected and information about you kept confidential
(unless the law requires otherwise).
 A fair and just hearing in a safe environment.
 Timely decisions by the Court.
 Restricted access to information on the file held by the Court in relation to
your proceedings.
You are responsible for:
 Complying with any order, decrees and directions of the Court.
 Full and frank disclosure of information.
 Cooperating with any requests or directions of court staff.
 Behaving courteously when you are at court.
What to do if you are not happy with the services you have received
We value your opinion and welcome your feedback about our administrative
processes and conduct, including any suggestions about how we could do better. If
you are not satisfied with the service, policy, practices or charges, you should speak to
a staff member or their supervisor, or write to the Registry Manager, as most
complaints are dealt with at a registry level.
If the Registry cannot satisfy your concern, they will refer your matter to someone
who can help you and will advise you accordingly. You may also email your feedback
to the Courts at clientfeedback@familycourt.gov.au or
customer.service@federalcircuitcourt.gov.au
More complex complaints and representations are forwarded to the Chief Executive
Officer:
Family Court of Australia
Chief Executive Officer
GPO Box 9991,
Canberra ACT 2601
Email
clientfeedback@familycourt.gov.au
Fax 02 6243 8600
Federal Circuit Court of Australia
Acting Chief Executive Officer
GPO Box 9991,
Canberra ACT 2601
Email
customer.service@federalcircuitcourt.gov.au
Fax 02 6243 8600
The Courts will generally acknowledge your complaint upon receipt and will
endeavour to provide a formal response to you within 20 working days unless you are
advised that this timeframe cannot be met.
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
The Commonwealth Ombudsman
If you are still dissatisfied with the way we have handled your complaint, you may
contact the Commonwealth Ombudsman. The Ombudsman is independent of the
Courts. For more information go to:
 www.ombudsman.gov.au or call
 1300 362 072
Judicial decisions
If you are not satisfied with the decision made by the Judge and
want an examination of whether the law was applied correctly in your case, you can
make an application through the appeals process. For more information see the
following fact sheets:
 Complaints and feedback which is available at all family law registries and on
the Family Law Courts website (www.familylawcourts.gov.au), or
 Appealing a Judge’s decision which is available under the publications section
of the Federal Circuit Court website (www.federalcircuitcourt.gov.au).
If you need more information
Publications
Further information about your rights and responsibilities and our services is
contained in a number of publications available free from the registries. They are also
available to download from the websites www.familylawcourts.gov.au and
www.federalcircuitcourt.gov.au – follow the Publications link.
Clients with English as a second language
 If you have difficulty with English and need to attend court, call 1300 352 000
to ask for an interpreter to be booked. This service is free.
 If you do not already have an application with the Courts but need to make
contact with the Courts, you can get help from a qualified interpreter by
contacting the Translation and Interpreting Services on 131 450. This service
is free.
 The Courts also have some publications in languages other than English. You
can view these on the Court websites www.familylawcourts.gov.au and
www.federalcircuitcourt.gov.au – follow the Publications and Translated
Information link.
Clients with special needs
If you are deaf or have a hearing or speech impairment, you can contact us using the
National Relay Service (NRS). The NRS is a free telephone service that allows deaf
or hearing and/or speech impaired clients with a TTY machine, to make telephone
calls to the Family Law Courts. Clients who have a TTY machine should call 133 677
Interpreter services for deaf, hearing impaired and/ or speech impaired clients are also
available. For this service clients should call 1300 555 727. Arrangements can be
made for AUSLAN interpreters or CART (Communication Access Real-time
Translation) service providers to accompany clients who are deaf, hearing impaired
and/or speech impaired at court events. Each registry also has at least one courtroom
with a hearing loop installed. Arrangements can be made to assist clients who are deaf
or hearing impaired to utilise this facility where practicable.
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
Fees
Fees may be payable for some court proceedings, subject to your financial position.
You should visit www.familylawcourts.gov.au and view the fees section to find out
whether you need to pay a fee.
Privacy
The Family Court and the Federal Circuit Court respect your right to privacy and the
security of your information. See the fact sheet The Family Law Courts and your
privacy for details about information protection under the privacy laws and where
privacy laws do not apply.
Legal services
Enquiries relating to the provision of legal services should be made to the law society
in your state or territory. Information about the availability of legal aid may be
obtained from the Legal Aid Commission in your State or Territory.
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
How to contact us
National Enquiry Centre
Phone
1300 352 000
International
+62 2 889 8590
Fax
(02) 8892 8585
Email
enquiries@familylawcourts.gov.au
Mail
PO Box 9991 Parramatta 2124
Phones available
Counters open
8.30am to 5.00pm Monday to Friday
8.45am to 4.30pm Monday to Friday
Websites
 www.familylawcourts.gov.au
 www.familycourt.gov.au
 www.federalcircuitcourt.gov.au
 www.comcourts.gov.au
After hours emergency service
If you have an urgent family law matter afterhours, you can contact the Courts’ after
hours service on 1300 352 000. This should only be used in emergencies such as
when an urgent order is required, when there is a risk of a child being removed from
Australia before the next working day, or for solicitors if there is a risk of removal or
dissipation of assets before the next working day.
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Service Charter for the Family Court of Australia and Federal Circuit Court of Australia
Family law registries (Family Court and Federal Circuit Court)
AUSTRALIAN CAPITAL
TERRITORY
Canberra
Nigel Bowen Commonwealth Law
Courts
Cnr University Ave and Childers St
Canberra ACT 2600
NEW SOUTH WALES
Albury
Level 1, 463 Kiewa St
Albury NSW 2640
Dubbo
Cnr Macquarie and Wingewarra Sts
Dubbo NSW 2830
Lismore
Level 2, 29-31 Molesworth St
Lismore NSW 2480
Newcastle
61 Bolton St
Newcastle NSW 2300
Parramatta
Garfield Barwick Commonwealth Law
Courts
1-3 George St
Parramatta NSW 2150
Sydney
Lionel Bowen Commonwealth Law
Courts
97-99 Goulburn St
Sydney NSW 2000
Wollongong
Level 1, 43 Burelli St
Wollongong NSW 2500
NORTHERN TERRITORY
Alice Springs
Centrepoint Building
Level 1, Hartley St
Alice Springs NT 0870
Darwin
80 Mitchell St
Darwin NT 0800
QUEENSLAND
Brisbane
Harry Gibbs Commonwealth Law
Courts
119 North Quay
Brisbane QLD 4000
Cairns
Level 3 and 4, 104 Grafton St
Cairns QLD 4870
Rockhampton
46 East St (Cnr Fitzroy St)
Rockhampton QLD 4700
Townsville
Commonwealth Centre
Level 2, 143 Walker St
Townsville QLD 4810
SOUTH AUSTRALIA
Adelaide
Roma Mitchell Commonwealth Law
Courts
3 Angas St
Adelaide SA 5000
TASMANIA
Hobart
Edward Braddon Commonwealth Law
Courts
39-41 Davey St
Hobart TAS 7000
Launceston
ANZ Building
Level 3, Cnr Brisbane and George Sts
Launceston TAS 7250
VICTORIA
Dandenong
53–55 Robinson St
Dandenong VIC 3175
Melbourne
Owen Dixon Commonwealth Law
Courts
305 William St
Melbourne VIC 3000
WESTERN AUSTRALIA
Perth
Family Court of Western Australia
150 Terrace Rd Perth WA 6000
Phone: (08) 9224 8222
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General federal law registries (Federal Circuit Court of Australia)
AUSTRALIAN CAPITAL
TERRITORY
Canberra
Nigel Bowen Commonwealth Law
Courts
University Avenue and Childers Street
Canberra ACT 2601
Phone (02) 6267 0566
TTY (02) 6267 0537
Email actman@fedcourt.gov.au
SOUTH AUSTRALIA
Adelaide
Roma Mitchell Commonwealth Law
Courts
Level 5, 3 Angas Street
Adelaide SA 5000
Phone (08) 8219 1000
Fax (08) 8219 1001
TTY (08) 8219 1011
Email sareg@fedcourt.gov.au
NEW SOUTH WALES
Sydney
John Maddison Tower
Level 12, 88 Goulburn Street
Sydney NSW 2000
Phone (02) 9377 5600
Fax (02) 9377 5688
Email nswdr@fedcourt.gov.au
TASMANIA
Hobart
Edward Braddon Commonwealth Law
Courts
39-41 Davey Street
Hobart TAS 7000
Phone (03) 6232 1715
Fax (03) 6232 1701
TTY (03) 6232 1865
Email tasreg@fedcourt.gov.au
NORTHERN TERRITORY
Darwin
Supreme Court Building
Level 17, State Square
Darwin NT 0800
Phone (08) 8941 2333
Fax (08) 8941 4941
TTY (08) 8982 0838
Email ntreg@fedcourt.gov.au
QUEENSLAND
Brisbane
Harry Gibbs Commonwealth Law
Courts
Level 6, 119 North Quay
Brisbane QLD 4000
Phone (07) 3248 1100
Fax (07) 3248 1260
TTY (07) 3248 1272
Email qldreg@fedcourt.gov.au
VICTORIA
Melbourne
Owen Dixon Commonwealth Law
Courts
305 William Street
Melbourne Vic 3000
Phone (03) 8600 3333
Fax (03) 8600 3281
TTY (03) 9670 0320
Email vicreg@fedcourt.gov.au
WESTERN AUSTRALIA
Perth
Peter Durack Commonwealth Law
Courts
1 Victoria Avenue
Perth WA 6000
Phone (08) 9268 7100
Fax (08) 9221 3261
TTY (08) 9325 7053
Email waregistry@fedcourt.gov.au